Assignees

Reporting > Action > Alerts > Assignees

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.

Assignees are roles and users who can be made owners of — and thereby responsible for managing — specific alert instances. Depending on the configuration, the owner can be the entire group, or an individual user in that role. For more information, see Users and Roles.

Owners are assigned on the Responses Form report, in the Owner dropdown:

Highlight of the Owner control on the Responses Form report

The Owner dropdown includes a search field to help you reassign an alert.

Note: When selecting users for assignment, the user list shows each user's primary role, even if the user's primary role is not the one configured in the alert's assignee configuration. As a result, the list of users may display roles that are not configured, but this means that those users have the configured role set as a secondary role.

If you are using Medallia Alchemy Experience reporting in your Medallia Experience Cloud instance, the search field is always present in the dropdown. If you are using the Classic report visualizations, the search field appears only when there are 10 or more potential assignees in the list.

Note: Alert assignment is different from alert subscription, which allows users to follow specific alert instances. An assignee can also be a subscriber, but that does not happen automatically.

Assignee properties

Name
Name of the assignee group. This is also the name shown in the Owner dropdown.
Account group

All users with this role (account group) can be an owner of the alert. The role can be either the Primary or Secondary role, as defined in the user's profile.

Note: Only roles can be selected for Account group. Individual users cannot be assigned this property.
Tip: When an alert is assigned to a particular user group, there needs to be a Trigger to an Action, where that Action sends emails to the appropriate Unit email (Unit data field).
Send alert assignment emails to individual users
Whether an email notification is sent to the specific user when an alert is assigned to them. In addition to an email, alert assignees receive a notification in the notification center.
Note: This property is turned off by default on sandbox instances. For more information, see Sandboxes.
From email
The From email address in email notifications to the user AND in responses to the customer.
From name
The name in the From email address in email notifications to the user AND in responses to the customer.
Email Template
The alerts email template used when sending the assignment-notification emails. For more information, see Alert emails.
State
Whether this assignee appears in the Owner dropdown. Assignees cannot be deleted. To hide them from the Owner dropdown, make them inactive with this property.
Restricted Operations

Alert operations limited to the owner only. Other users cannot perform the operation. For example, when ADD_NOTE is a restricted operation, only the owner of the alert can add notes. All other users in the role are blocked from entering notes on this owner's alerts.

Warning: This is a very tricky feature to get right. Doing it wrong often causes undesired consequences and blocks other users who need to perform the restricted operation. Generally it is best to avoid restricting operations.
From Roles

Roles that can assign owners. This list does not appear until after the new assignee has been saved the first time.

Note:

  • Roles must have the Assign Alerts capability to access the Owner button to assign alerts.

  • The all accounts option is not supported in Admin Suite.

Make All Users Available for ‘From Roles’

Whether or not to also include all users in the From Roles list to allow specific users to assign owners.

Use this to add users who are not in one of the selected roles. Note the user accounts do not appear until the assignee record has been saved. Also, using this feature can have a performance impact on the Setup screen when there are many user accounts to display.

Setting up an alert assignment

To enable alert assignments:

  1. To access the Owner button, the user account needs the Assign Alerts capability (assigned in Roles). A list of Member Capabilities with "Assign Alerts" selected
  2. Optionally, for each Alert Condition, select Allow assignment to allow individual users to be owners of the alert.
    Important: The Allow assignment property must be enabled to manually assign alerts to users or roles via the Responses Form.
    Alert Setup screen with "Allow assignment" highlighted
  3. On the Reporting > Action > Alerts > Assignees screen:
    1. Assign a role to the Account group property. This role will be the default owner of the alert instances.
    2. Optionally, turn on Allow assignment to individual users to activate the ability to choose a specific user to be the owner. The list of users available are the members of the role.
    3. Optionally, turn on Send alert assignment e-mails to individual users to send an email to the individual owner when the owner is assigned.
    4. Choose the Email template to use for the emails to the owner.
    5. Save the assignees definition.
    6. Still on the screen, assign one or more roles to the From Roles property to identify who can make assignments.
    7. Save the assignees definition.

When users with a role in the From Roles list are viewing the Responses Form report, they now have the ability to assign the alert instance to a role or specific user (if so configured). The assigned user gets a email notification of the assignment only if the Send alert assignment emails to individual users property is on. However, any change made to the alert does not generate an email to the user.