Company: Link Technologies
Case No: L12246. Project: 12.42: LinkSOFT Version 12.42
Logged By: Sanjay (Link Technologies) on behalf of Alvis (Link Technologies) on 12 Apr 2021 01:31PM
Priority: Medium
Product: Framework
Group: Enhancement
Time Taken: 33.50 (Weight: 33.50)
Version: 12.42
Assigned To: Sanjay (Link Technologies)
Circulation: Alvis, Development, Rashna, Sanjay
Resolve By: Friday, 07 May 2021 11:59 PM [1102 days since logged date]
Status: Closed
Subject: Reduce the number of Alerts sent out by the system - Part 2
Summary:    

The number of alerts sent out by LinkSOFT needs to be properly managed. This case is to investigate areas where alerts can be reduced without impacting functionality.

The purpose of reducing emails is that users are receiving a large number of alerts rendering the alerts causing the following issues:

  1. Alerts go into the "spam" folder
  2. Mail server limits exceeding
  3. Alerts are not read as there are too many
  4. Customers unsubscribing because we are sending too many alerts

The following rules apply to all alerts:

  1. An email address should not receive multiple copies of the same information
  2. If an email address needs to be copied, use the Template to handle this. Do not add configurations such as "Copy all emails to this address"
  3. In the case of Leave alerts, if there are 10 email approvers, the employee should not receive an update at every step, just one at the final step
  4. The person entering the record should not receive the alert
  5. Each alert should have a configuration to Enable/Disable

Example below:

Employee Leave Application:

Current design:


Apply for new leave

Leave notification template

1. Employee

2. HR

Leave approve/reject

1. Approver number 1

 

Approver Approves

Leave notification template

1. Employee

2. HR

Leave approve/reject

1. Approver number 2

 

Approver No 2 Rejects

Leave notification template

1. Employee

2. HR

3. Approver No 1

New design:

Apply for new leave

Leave notification template

1. HR. If HR and Approver 1 is the same person, then do not send this alert.

Leave approve/reject

1. Approver number 1

 

Approver Approves

Leave notification template

1. Employee only if this is the final approval

2. HR. only if this is the final approval and HR is not approver number 2

Leave approve/reject

1. Approver number 2

 

Approver No 2 Rejects

Leave notification template

1. Employee

2. HR

3. Approver No 1


Summary

Employee gets 1 alert with final approval or rejection

HR gets 2 alerts. 1 when applied, 1 on final decision.

Approvers gets 1 alert to action the leave.

Audit Notes:Edited by sanjay on 26/05/21 16:07. Edited by alvis on 24/05/21 11:35. Edited by alvis on 05/05/21 11:46. Edited by alvis on 05/05/21 11:45. Edited by sanjay on 05/05/21 08:23. Edited by sanjay on 04/05/21 16:20. Edited by sanjay on 04/05/21 16:13. Edited by sanjay on 04/05/21 14:13. 
04 May 202102:13PM Comment 1 by Sanjay (Link Technologies) ETC was changed from 30/04/2021 to 07/05/2021
04 May 202102:13PM Comment 2 by Sanjay (Link Technologies) Assigned To: Alvis (Link Technologies) Followup Date: 05-05-2021 02:13 PM
Approved for development

05 May 202111:45AM Comment 3 by Alvis (Link Technologies) Case L12246 added to project 12.42
05 May 202105:10PM Comment 4 by Sanjay (Link Technologies) Assigned To: Alvis (Link Technologies) Followup Date: 06-05-2021 05:09 PM Time Taken: 4.00 Notes: Edited by alvis on 05/05/21 17:10. 

Removed the following alerts, information for these alerts are available in the pay processing screen:

  1. Deduction over threshold
  2. Super not deducted
  3. Pay verification alert

Designed framework for consolidating alerts.


06 May 202104:50PM Comment 5 by Sanjay (Link Technologies) Assigned To: Development Followup Date: 07-05-2021 11:21 AM Time Taken: 8.00

We have added a configuration to "Queue Notifications". 

When an alert is marked as "Queue Notifications", the system will queue the alert in a holding table. The process "SYS013" goes through the holding table and consolidates the alert for each email address into 1 alert.

The list of alerts affected are listing below:

MenuCodeDescriptionComments
Processes




HEL007
Helpdesk Project Threshold Alert. This alert sends an email to the "Project Manager". The content of the email body is defined in the document template "Helpdesk Project Threshold Alert". The email is also copied to addresses defined in the document template and in this process. Recommended Frequency: Every Minute


ESS003
Send Consultant Schedule by Day alert from data entered in the time entries (Days before and after are configured in rules). Employees must have a utilization percentage entered in menu "Employee Profile -> Employee Maintenance -> Additional Fields -> Utilization %". Recommended Frequency: Every Day


ESS004
Send Consultant Schedule by Month alert from data entered in the time entries (current month to 15th day in next month). Employees must have a utilization percentage entered in menu "Employee Profile -> Employee Maintenance -> Additional Fields -> Utilization %". Recommended Frequency: Every Day


ESS005
Send Employee Contract Expiry alert. Recommended Frequency: Every Day


ESS009
Send employee retirement alert. This alert is sent to the addresses configured in "this process" and to the employees.
Recommended Frequency: Every Day


ESS010
Send employee birthday alert. Recommended Frequency: Every Day


ESS011
Send employee's dependant birthday alert. Recommended Frequency: Every Day


ESS012
Send employee start date anniversary alert. Recommended Frequency: Every Day


ESS013
Send employee performance review alert. Recommended Frequency: Every Day


ESS014
Send employee probation review alert. Recommended Frequency: Every Day


ESS016
Missing Time/Leave Entry - Consolidated
Missing Entry is when an employee does not have a time or leave entry for a day.
This alert is generated for employees that are "Active" and "Full Time". Recommended Frequency: Every Day


ESS017
Missing Time/Leave Entry - Individual
Missing Entry is when an employee does not have a time or leave entry for a day.
This alert is generated for employees that are "Active" and "Full Time". Recommended Frequency: Every Day


ESS019
Staff Hours Alert. Employees must have a utilization percentage entered in menu "Employee Profile -> Employee Maintenance -> Additional Fields -> Utilization %". Recommended Frequency: Every Day


ESS028
Leave Exceeding Balance Alert. Recommended Frequency: Every Day


ESS030
Employee Licence Expiry Alert. Configure the process rules before enabling this alert. Recommended Frequency: Every Day


ESS031
Performance Appraisal Employee Reminder Alert. Recommended Frequency: Every Day


ESS032
Performance Appraisal Manager Reminder Alert. Recommended Frequency: Every Day


ESS033
Performance Appraisal On Hold Alert. Recommended Frequency: Every Day


POS025
Email alert to send a list of serial tracked items that will be expired in [Configured Days]. Recommended Frequency: Every Day


POS028
Send an email to customers showing list of outstanding invoices. This email is sent to the customers using document template "POS Customer Outstanding Invoice". Recommended Frequency: Every Month


SYS011
Outstanding Tasks Alert. This alert sends an email with a list of open tasks from menu (Company Administration -> Tasks) to the "Assigned To" users. The email is also copied to addresses defined in the document template and in this process. Recommended Frequency: Every Day


SYS012
Integration Alert for failed transactions. This alert sends an email with a list of failures from menu (Integration -> AP Invoice View, AR Adjustment View, AR Receipt View, AR Sales Order View, AR Transaction View, GL Journal View) to the email addresses configured in the rules. Recommended Frequency: Every Day

Configuration


Human Resource Management -> Alerts
ESS.ALERT.Achievement.Enable
Send an email alert when an employee's "Achievement" record is created in menu "Employee Profile ~> Achievements". This alert is sent to the "employee", "employee's manager" and configuration "HR email address".

Human Resource Management -> Alerts
ESS.ALERT.Discipline.Enable
Send an email alert when an employee's "Discipline" record is created in menu "Employee Profile ~> Discipline". This alert is sent to the "employee", "employee's manager" and configuration "HR email address".

Human Resource Management -> Alerts
ESS.Alert.Leave.Enable
Send an email alert for "Employee Leave". This configuration uses two "Document Templates":
1. Template: Leave Notification Email Template
This template is sent to the "Employee" when the leave has been approved or rejected.

2. Template: Leave Approval/Reject Email Template
This template is sent to the "Leave Approver" and has the option to "Approve/Reject" the leave entry

Refer to Help documentation for the list of available tags that can be used in the template.

Added rules to enable/disable if alert to be sent to employee and approvers.
Human Resource Management -> Alerts
ESS.ALERT.Memo.Enable
Send an email alert when an employee's "Memo" record is created in menu "Employee Profile ~> Memo". This alert is sent to the "employee", "employee's manager" and configuration "HR email address".

Human Resource Management -> Alerts
ess.alert.TimeExpense.enable
Send an email alert when "Employee Time" is "Submitted", "Approved" or "Rejected". This alert is sent to the "time approver" when "submitted" and employee when "approved" or "rejected".

Human Resource Management -> Alerts
ess.alert.TimeLeaveAccrual.enable
Send an email alert for "Leave accruals" when "Employee Time" is approved. Leave is accrued when "Activity~>Payroll Pay Code" is mapped to a "Leave Code" in menu "HRIS Maintenance ~> Activity". This alert is sent to configuration "HR email address".

Human Resource Management -> Alerts
HRM.ALERT.EmployeeServiceEnd
Send an email alert when employee's status is marked as "Inactive" or "Terminated" from the "Employee Maintenance" menu. This alert is sent to configuration "HR email address" and uses Document Template "HRM Employee Service End Alert"

Human Resource Management -> Alerts
hrm.alert.LeaveMaxAccrue.enable
Send an email alert when "Leave Accrual" has exceeded the "Maximum Accrue" limit. This alert is sent to the employee and configuration "HR email address".

Human Resource Management -> Alerts
hrm.alert.Meeting.enable
Send an email alert when a "Meeting" is scheduled. This alert is sent to all attendees and CC to configuration "HR email address".

Human Resource Management -> Alerts
hrm.alert.NewEmployee.enable
Send an email alert when a new employee uploads their photo. This photo is attached with the email. The alert is sent to all active employees.

Human Resource Management -> Alerts
HRM.ALERT.PerformanceAppraisal.Created
Send an email alert when a Performance Appraisal is created. This alert is sent to the employee and uses Document Template "HRM Performance Appraisal Employee Reminder Alert".

Human Resource Management -> Alerts
HRM.ALERT.PerformanceAppraisal.SubmitBelowNPercent
Send an email alert showing list of KPI scored below [N] percent when a Performance Appraisal is submitted by the Manager or HR. This alert is sent to the manager and uses Document Template "HRM Performance Appraisal Submitted below [N] Percent Alert".

Human Resource Management -> Alerts
hrm.alert.TrainingSchedule.enable
Send an email alert when a "Training" is scheduled. This alert is sent to all active employees.

Human Resource Management -> Alerts
HRM.ALERT.TrainingScheduleCompleted
Send an email alert when a Training Schedule is marked as completed. This alert is sent to configuration "HR email address" and uses Document Template "HRM Training Schedule Completed Alert".

Human Resource Management -> Alerts
hrm.alert.VacancyAdverstisement.enable
Send an email alert for "Vacancy Advertisement" when an "Advertisement" is created. This alert is sent to all active employees.

Human Resource Management -> Alerts
mail_employee_duplicate_BankAccount_flag
Send an email alert when a duplicate "Bank Account Number" is entered in menu "Employee Profile ~> Pay Direct Credit". This alert is sent to configurations "Payroll email address" and "HR email address".

Human Resource Management -> Alerts
mail_position_change_flag
Send an email alert when employee's cost centre is changed in the "Position Maintenance" screen. This alert is sent to configuration "Email address to send position change alert" and "HR email address".

Human Resource Management -> Alerts
PAY_PR_EMP_PAY_TRG
Send an email alert when employee's default rate has changed.

Payroll ~> Payrun Type -> Normal
AlertPayUpdate
Send an alert that shows pay has been updated. This alert is sent to the employee's email address.

Payroll ~> Payrun Type -> Special
AlertPayUpdate
Send an alert that shows pay has been updated. This alert is sent to the employee's email address.

Payroll ~> Payrun Type -> Termination
AlertPayUpdate
Send an alert that shows pay has been updated. This alert is sent to the employee's email address.

Payroll ~> Payrun Type -> Non Pay Week
AlertPayUpdate
Send an alert that shows pay has been updated. This alert is sent to the employee's email address.

Point of Sale -> Purchasing
PUR.EnablePurchaseOrderAlerts
Enable Purchase Order Alerts (Y/N)

Point of Sale -> Purchasing
PUR.EnablePurchaseRequestAlerts
Enable Purchase Request Alerts (Y/N)

General Setting -> General Setting
SYS.ALERT.MeetingTasks.Enable
Send an email alert when a meeting task is assigned to a user. This alert is sent to the "user".


Removed the following unused configurations:

  1. mail_employee_duplicate_super_flag
  2. mail_employee_duplicate_tax_flag

06 May 202105:07PM Comment 6 by Alvis (Link Technologies) Assigned To: Sanjay (Link Technologies) Followup Date: 07-05-2021 04:56 PM

Test using the following steps:

  1. The defaults for all alerts listed in comment 5 should be turned on. Users can turn these off as required.
  2. Perform the task to trigger alert all items in the table and review the single alert for readability
  3. For each alert turn them off one by one and ensure the alert is sent separately
Next Step:
  1. Alvis - set the defaults to consolidate = Yes
  2. Alvis - perform system tests on items 1,2,3 above
  3. Rashna - perform UAT on items 1,2,3 above



07 May 202102:02PM Comment 7 by Alvis (Link Technologies) Assigned To: Sanjay (Link Technologies) Followup Date: 07-05-2021 05:07 PM Time Taken: 0.50

Removed alert "Send an email alert when a new employee uploads their photo. This photo is attached with the email. The alert is sent to all active employees."

This has been flagged as a privacy issue and is therefore removed from LinkSOFT. Customers who want this feature can request a custom plugin.


07 May 202103:16PM Comment 8 by Sanjay (Link Technologies) Assigned To: Rashna (Edge Business Solutions) Followup Date: 11-05-2021 02:02 PM Time Taken: 6.00
Table 1 - Test Results
System tested all the alerts listed above. 

Checked the consolidated alert for readability.


Environment Details
1. OS version:
2. 
Application version: 12.42
3. 
Setup: Development environment
4. 
Server:10.0.0.10
5. 
Database: DEV-LINKSOFT-124

Part B: Next Step: UAT


17 May 202103:07PM Comment 9 by Rashna (Edge Business Solutions) Assigned To: Sanjay (Link Technologies) Followup Date: 19-05-2021 09:23 AM Time Taken: 5.00
QA Results
Tests carried out according to requirements specified on the case header

Test Results Summary

Table 1 - Summarised list of issues
NoConfiguration
Queue Notification set to "No"
Email should be sent for every record

Queue Notification set to "Yes"
A Consolidated Email should be sent with all records after running SYS013

1
ESS.ALERT.Achievement.Enable
Pass
Pass
2ESS.ALERT.Discipline.Enable
Pass
Pass
3ESS.Alert.Leave.Enable
Pass
Pass
4ESS.ALERT.Memo.Enable
Pass
Pass
5ESS.Alert.TimeExpense.enable
Pass
Pass
6
ESS.Alert.TimeLeaveAccrual.enable
Pass
Pass
7
HRM.ALERT.EmployeeServiceEnd
Pass
Pass
8
HRM. Alert.LeaveMaxAccrue.enable
Pass
Pass
9
HRM. Alert.Meeting.enable
Pass
Pass
10
HRM.ALERT.PerformanceAppraisal.Created
Pass
Pass
11
HRM.ALERT.PerformanceAppraisal.SubmitBelowNPercent
Pass
Pass
12
HRM. Alert.TrainingSchedule.enable
Pass
Pass
13
HRM.ALERT.TrainingScheduleCompleted
Pass
Pass

Environment Details

  1. OS version: Windows Server 2012
  2. Application version: 12.42.507RC1
  3. Setup: Demo
  4. Server : 10.0.0.14
  5. Database: LINKSOFT-DEMO-124

Next Step

  1. Continue UAT

18 May 202102:58PM Comment 10 by Rashna (Edge Business Solutions) Assigned To: Sanjay (Link Technologies) Followup Date: 19-05-2021 02:43 PM Time Taken: 6.00
QA Results
Tests carried out according to requirements specified on the case header

Test Results Summary

Table 1 - Summarised list of issues
NoConfiguration/Process
Queue Notification set to "No"
Email should be sent for every record

Queue Notification set to "Yes"
A Consolidated Email should be sent with all records after running SYS013

1hrm.alert.VacancyAdverstisement.enablePass
Pass
2mail_employee_duplicate_BankAccount_flagFailed. Email is not sent. Record is added to the queue table
Pass
3mail_position_change_flagPass
Pass
4PAY_PR_EMP_PAY_TRGPass
Pass
5AlertPayUpdate - Normal PayPass
Pass
6
AlertPayUpdate - Special PayPass
Pass
7
AlertPayUpdate - Terminated PayPass
Pass
8
AlertPayUpdate - Non Pay WeekPass
Pass
9
SYS.ALERT.MeetingTasks.EnablePass
Pass
10
PUR.EnablePurchaseRequestAlertsPass
Pass
11
PUR.EnablePurchaseOrderAlertsPass
Pass
12
POS025Pass
Pass
13
POS028Pass
Pass
14
SYS011
Pass
Pass
15
HEL007
Pass
Pass
16
ESS003
Pass
Pass
17
ESS004
Pass
Pass
18
ESS005
Pass
Pass
19
ESS009
Pass
Pass
20
ESS010
Pass
Pass

Environment Details

  1. OS version: Windows Server 2012
  2. Application version: 12.42.507RC1
  3. Setup: Demo
  4. Server : 10.0.0.14
  5. Database: LINKSOFT-DEMO-124

Next Step

  1. Continue UAT


19 May 202101:04PM Comment 11 by Rashna (Edge Business Solutions) Assigned To: Sanjay (Link Technologies) Followup Date: 20-05-2021 10:08 AM Time Taken: 3.00
QA Results
Tests carried out according to requirements specified on the case header

Test Results Summary

Table 1 - Summarised list of issues
NoConfiguration/Process
Queue Notification set to "No"
Email should be sent for every record

Queue Notification set to "Yes"
A Consolidated Email should be sent with all records after running SYS013

1mail_employee_duplicate_BankAccount_flagPass (Re- Tested)
Pass
2ESS011PassPass
3ESS012
PassPass
4ESS013PassPass
5ESS014PassPass
6ESS016PassPass
7ESS017PassPass
8ESS019PassPass
9

ESS028

PassPass
10ESS030PassPass
11ESS031PassPass
12ESS032PassPass
13ESS033PassPass

Environment Details

  1. OS version: Windows Server 2012
  2. Application version: 12.42.0518RC1
  3. Setup: Demo
  4. Server : 10.0.0.14
  5. Database: LINKSOFT-DEMO-124

Next Step

  1. For Documentation

24 May 202111:35AM Comment 12 by Alvis (Link Technologies) Assigned To: Sanjay (Link Technologies) Followup Date: 25-05-2021 11:34 AM Time Taken: 1.00
Documentation completed

25 May 202110:51AM Comment 13 by Sanjay (Link Technologies) Assigned To: Sanjay (Link Technologies) Followup Date: 26-05-2021 10:51 AM
Thanks guys

If you have any queries regarding this support incident, please email admin@linktechnologies.com.au and include the Case No: L12246 in the subject line of all emails regarding this issue.

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