Using Global Agents

Notification Agent Interval

Select the number of minutes in the interval for the Notification agent to search records and send event notifications configured via the Notifications tab in the Service Contracts | Basics and CMDB Types screens. Select Disabled if you do not wish to send event notifications.

Alert Agent Interval

Alerts are configured to send an email and/or notification in the Desktop Notification Center when a view field reaches a certain threshold. For example, an alert can be configured to display when a certain number of Emergency priority incidents as been reached. Select the number of minutes or hours in the interval for the Alert agent to evaluate configured alerts and generate the notifications if the conditions are true. You can select Daily to run the agent every day at a specified start time.

Survey Agent Interval

For each active survey, the Survey agent will first check the closed incident interval specified in the Survey Interval field. If the count has been reached, the agent will check the day interval and the date and recipient of the last survey sent. If the number of days that has passed is greater than or equal to the day interval, the survey will be sent to the customer associated with the closed incident.

Select the number of minutes in the interval for the survey agent to check survey definitions, or select Daily to run the agent every day at a specified start time.

Time-Based Rules Agent

Time-Based rules incorporate time frames with conditions; when conditions are true upon save of an associated incident, problem, or change, the date and time that the interval time frame would be reached is recorded and monitored by this agent.

If the conditions required to meet the rule do not change before the interval time frame is reached, the agent performs the actions specified. This agent runs every minute.

Knowledge Entry Review Agent

Select Yes to enable the Knowledge Entry Review agent to search for entries that match the date review date specified in a knowledge entry and send a notification to the reviewer. If the iSupport Default notification is used, a newsletter-style email will be sent; if a custom notification is used, a notification will be sent for each knowledge entry.

Discussion Digest Agent

Discussion-only feeds on both the Desktop and the mySupport portal include an icon the header for users to enable a digest email of discussion activity that can be sent daily or weekly; select Yes to enable the Discussion Digest agent that sends this email. After selecting Yes, select the number of minutes in the interval for agent to run or select Daily to run the agent every day at a specified start time.  See Working With News Feeds.

View Subscription Agent

Select Yes to enable the View Subscription agent, which sends scheduled view exports via email to recipients designated via the View component. This agent runs on a five minute interval.

Rep Availability Agent

Select the number of minutes in the interval for the agent to check and enforce the routing availability schedule for support representatives. Schedule routing availability via the Routing Availability tab in the Support Representative Profile screen.

Preload rep data in server cache prior to changing availability to In status

The iSupport Application Pool Startup agent initializes settings throughout the product in order to improve startup performance. Select On to enable this agent to monitor the availability schedule of support representatives and preload their settings for the specified number of minutes prior to any In status change.