nexus/knowledgebase/csd-wiki/ICSD/Send-email-notification-to-SaaS-customers-via-PCS_686069617.md

Send-email-notification-to-SaaS-customers-via-PCS_686069617

Introduction

This document describes the specific steps including how to send customer notifications through the Knowledge feature of PCS.

When To Send Email Notification To SaaS Customers

The Cloud Service team sends an email to the customer for notification in the following scenarios:

1. For planned standard change like regular major version upgrade, regular patch upgrade, planned infrastructure change. The Cloud Service team will notify customers by email several times, one month in advance and two weeks in advance. In the notification, the documentation provided by the RnD team about the change will be quoted.
   1. What's new in the major version release 2. Marjor version release notes 3. Tenant Admin Task Post Upgrade 4. etc.
2. At the time of the SaaS Major Incident and afterwards
   1. When a Major Incident occurs, the Cloud Service team will notify the customer by email and update the latest service repair status note according to the actual situation at that time. For example: 2. Once the Major Incident has been resolved, the Cloud Service team will explain the RCA summary provided by the RnD team via email notification to the customer, include corrective actions and preventive action plan. For example:
3. Ad hoc customer notification. If there are some problems with the functionality of the product that need to communicate with the customer in a timely manner. The topics for which the RnD team needs to provide communication content contain the following important information:
   1. What's the problem? 2. How it affects the customer? Single customer or multiple customers? 3. What is the solution? 4. What does the customer need to do? 5. What's the fix plan

How To Send Email Notification To SaaS Customers

Get Role to publish knowlege

In order to send email notification to SaaS customers in PCS, you need to get "Knowledge Publisher" role. Please contact Brindusa Kevorkian to grant relevant permission to you first.

Prepare email notification content

1. Go to "PCS Agent UI → Knowledge Management → "News" Tab"
   
2. Clike "New" Button
3. Prepare email notification content
   1. Article model - You can select article model to chose pre-defined email notification content. If you don't want to use the pre-defined model, you can clean the content and use your own format. 2. Title - Same as email subject of this email notification. Best practic is to put the farm name/instance name in the title. For example: "EU8 - ESM 23.4+23.4.P1 Upgrade" 3. Content - Detail email content to communicate with SaaS customers 4. Audience - If the notification to be sent to SaaS customer, please select "Micro Focus SaaS Entitlement"
4. Click "Save" Button
5. Further refinement of email content
   1. Ensure " Send Notification " option was checked 2. Notification subject - You can keep it as same value of "Title", this will be the subject in the email notification 3. Environment (Optional) - You can select the target ESM farm from environment list which means all customers in this environment and all customer entitled user will receive this email notification 4. Customer entitlement (Optional) - You can select the target customer entitlement which means all customer entitled users for selected customer entitlement will receive this email notification. If you decided to send notification to whole farm's customer you can skip this step and chose step "c" 5. Event from/Event Until - This will be displayed in news in PCS. This "Event from" and "Even Until" reflects the start/end time of the event you described in your email. For example, planned upgrades, Service Outage, etc. 6. Display start/Display Until - This "Display start" and "Display Until" reflects the start/end time of this news to be displayed in PCS service portal 7. Archive on - This date reflects the news will be arhived automatically, no longer displayed in PCS service portal
6. Click "Save" Button again to save all email notification content

Approval chain for email notification content

1. Once the email notificaiton content and target receiver configuration all done, you can move the phase from " Draft " to " Review "
2. In current design, we need additional approval for this news. You can notify Brindusa Kevorkian to help you review the email content and approve
3. Once approve, the phase will be moved from " Review " to " Publish"
4. Now you can manually change the phase from " Publish " to " External ", then this news will be sent out as email notification. And also it will be published as a news in PCS service portal

Send updated email notification content

There are a number of scenarios where you need to update the content of an email, such as changing the planned maintnance window time, communicating that an upgrade has been completed, or restoring a service after a service outage has occurred.

In such case, you don't need to recreate a new "News" to prepare the email notification. You just need to modify the existing "News" and update content:

1. Change the phase from " External " to " Draft ", clike " Save " button
   
2. Update email content and click " Save " button
3. Repeat the steps in " Approval chain for email notification " to send out an updated email notification