Actions

Reporting > Action > Alerts > Action

Note: This topic describes Alert management using Medallia Setup. Although some Alert properties are common between Setup and Admin Suite, some options can only be configured with Admin Suite, and these may have unintended effects on Setup options. For more information about these differences, see Differences between and issues with managing alerts in Setup and Admin Suite. For information about configuring Alerts with Admin Suite, see Alerts.

Actions specify what to do when a Trigger timer fires for an Alert instance. Each Action can include one or more of these activities:

  • Change the workflow state of the Alert instance.
  • Assign the instance to a role.
  • Send a notification email to one or more specific email addresses.
  • Send a notification to the contact for the Unit associated with the survey incident.
  • Send an email to an address associated with the survey record.
  • Include the Owner of the alert instance as a cc: in emails sent from this Action.

Any alert action that causes email to be sent to a Medallia Experience Cloud user also generates a notification in the user's notification center.

Note: To prevent accidental alert emails from being sent, the following properties are cleared by default on Sandboxes:
  • Send to fixed email.
  • Unit email.
  • Unit Group email.
  • Survey record email.
  • Lookup email.

For more information, see Sandboxes.

Important: For notifications to work properly, the account's primary role must have access to the Responses Form.
Note: If you add a comma-separated list of email addresses in one of the email fields (for example, the Survey record email field) for an action, all email addresses will be present in a single email associated with that action. If you enter email addresses into multiple email fields (for example, the Survey record email and Unit Group email fields) associated with an action, an email will be sent for each field.
Name
Name of the alert.
UI Label
Name the users see, such as on reports.
Set status to
Transitions the Alert instance to the specified state. No change happens when this setting is None.

To create an auto-close alert, set this to CLOSED.

Assignment to

Assigns the Alert instance to the specified role. No change happens when this setting is None.

This option replaces any previously assigned owner.

Note: It is not possible to assign the alert to a specific user in Medallia Setup, nor is it possible to unassign an owner without assigning a new owner. Alerts created using Admin Suite can be assigned to individual users as described in the Alert rules section of Create an alert.
Send fixed email

One or more email addresses to receive notifications when this Action is triggered. Separate addresses with a comma. This option can be combined with other email options.

Use this option to send emails to a specific user or list when the Trigger condition is met. For example, an Action might send a email to the "Top-Tier Managers" when a high-profile account has an open Alert.

Unit email

Sends an notification email to the address in the specified Unit data field, for the Unit associated with the survey record's e_unitid.

Typically Units have multiple fields that contain email addresses so that a different email address can be used for each different status. For example, a front-line worker may receive the initial Alert notification, while the Unit's manager receives escalation emails. This option can be combined with other email options.

Unit Group email

Sends an notification email to the address in the specified Unit Group data field, for the Unit group associated with the survey record.

Warning: Medallia recommends not using this option. Please first discuss with Medallia before using this.
Survey record email

Sends an email to specified survey record field. All custom E-fields of type Email are available to this option.

Warning: This can be the customer's email address. Use caution to avoid sending unnecessary or confusing (automated) emails to the customer.
Lookup email
Restriction: This option is obsolete. This option references email fields defined in the obsolete Lookup Email Fields screen.

To achieve this functionality, use a K-Field that references a look-up table.

From email
Email address for the From and Reply-To fields in the email. By default this field is blank and the address is noreply@app.medallia.com.
From name
Name that appears in the From field in the email. By default this field is blank and the name is Medallia.
Email template
Email template to use for emails sent by this Action.
Disable push notifications
Restriction: This option is obsolete and is no longer applicable.
Exclude unit name from email address

By default, the Name of the Unit associated with the e_unitid field in the survey record appears in the To field of emails. Use this option to exclude the name and show only the email address. For example:

Two examples of To fields with addresses in them: one with the name of the unit and one without the unit names

This option applies to emails sent with these options:

  • Send to fixed email.
  • Unit email.
  • Unit Group email.
  • Survey record email.
  • Lookup email.
Copy the owner of the alert
When this Action sends an email, this option sends a copy to the current owner (if any), even if the owner is not configured to receive emails.
Send e-mails to users by looking for their directly assigned Units
Sends emails to Users who have specific permissions to see the survey and chose to receive this emails about this Alert. This allows power users to choose which e-mails their Users receive. This option can overlap with directly assigned e-mails.