Support Announcements

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Support Announcements publishes scheduled notices to all clients or to clients matched by language, country, product group and server.

Reaching the Screen

Panel menu: Support then Tickets: {admin}/tickets

Choose Announcements above the ticket list. The manager opens in a window without leaving the queue.

What Is on the Screen

The manager opens with an explanation, the total announcement count and the number currently live. Live notices come first, followed by scheduled, ended and inactive notices.

Publishing stateShows Live, Scheduled, Ended or Inactive after evaluating the active switch and date window.

Audience badgesSummarize country, language, product group and server restrictions. All Clients appears when no audience restriction is selected.

Publishing windowShows the start and end dates or Always On when neither date is set.

ActionsChoosing a notice or Edit opens its form. The row menu also provides Delete.

Announcement Types

WarningHighlights maintenance, degradation or another condition clients should watch.

CriticalMarks an incident or urgent disruption with the strongest notice tone.

InformationPresents a neutral operational update and is the default type.

ResolvedCommunicates that an incident or maintenance event has been completed.

Fields

TitleRequired. The heading shown to matching clients.

TypeRequired. Selects Warning, Critical, Information or Resolved; the default is Information.

MessageRequired. Explains the maintenance, incident or update.

Country/RegionOptional. The default, All Countries, does not restrict the audience by country.

LanguageOptional. The default, All Languages, does not restrict the audience by the client's selected language.

Product GroupOptional. A selection requires the active account to have a service in that group that is not cancelled or completed.

ServerOptional. A selection requires the active account to have a service on that server that is not cancelled or completed.

Start DateOptional. Leaving it blank allows an active announcement to begin immediately.

End DateOptional. Leaving it blank keeps the announcement available without an automatic end.

Show as popupOff by default. When enabled, the notice can also open as a popup in addition to its normal client-area position.

ActiveOn by default. Turning it off prevents the notice from being published regardless of its dates.

Tasks

Publish an Announcement

Choose Add Announcement, then enter the required Title, Type and Message.
Leave the audience fields at their All values for a general notice, and set a publishing window if needed.
Keep Active enabled and choose Save.
The list returns and shows the notice as Live, Scheduled or Ended according to its date window.

Target an Announcement

Open a new or existing announcement.
Select a country, language, product group or server. Multiple selections are combined.
Save the announcement.
During the publishing window, only active accounts satisfying every selected restriction receive the notice.

Edit or Stop an Announcement

Choose an announcement row or use Edit in its action menu.
Change its content, audience or dates, or turn off Active.
Choose Save.
The list refreshes with the updated content and calculated publishing state.

Delete an Announcement

Open the announcement's action menu and choose Delete.
The record is removed immediately and disappears from the announcement list.

Things to Watch

Audience restrictions are cumulative

When country, language, product group and server restrictions are combined, the active account must satisfy all of them. The product group and server must match the same eligible service.

Active does not always mean Live

An active notice remains Scheduled before its start date and becomes Ended after its end date. Both dates blank means it can remain live indefinitely.

Deletion has no confirmation step

Choosing Delete removes the announcement immediately. Turn off Active instead when the notice may be needed again.

Privileges

The staff member needs Support then Edit to list, create, change or delete support announcements.

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