Receiving a message from the web

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Receiving a message from the web

Configuration for the gateway receiving new messages and task over the web interface

Receiving messages from the web allows you to get a message from the web directly into processing in the process.

Service settings allow you to define how internally process message from linked web (or other system).
Service supports:

  • Create a reminder with information from web form
  • Create and assign a task requiesting web message processing
  • Create a task from the task pattenr
  • "shoot" an business event that starts further processing

Each message setting always refers to a single connector. If messages from multiple connectors are received, each connector shall have its own definition.

Settings of reminders

Reminders have a very simple setting – they are addressed to one selected user.

Reminder generated from the gateway is internally attached directly to the service – so an administrator, in addition to the recipient, can check what notifications have arrived.

The setting of the message itself (without a task) is designed for individuals or small companies, where there is no reason to address substitutability.

Configuration for whitlebling web form

Do not use reminder setting for whistleblowing message. The whistleblowing message shall have strong information protection.

Use the task definition for processing whistleblowing reminder. Apart of better data protection task processing also supports better processing control.

Task Settings

For a larger company, where there are more people ready to respond to a form stimulus, it is preferable to create a task. A task can have 1-2 people assigned to it, or a whole team. In addition, the task is always visible in the area to which it is assigned, so that anyone who has access to the area can see it and check its processing.

All information from the message is inserted into the body of the task.

Recommended settings:

  • The employee in charge of the query is the executing employee
  • The department head is responsible for the task. If the employee who processes the tasks by default is ill or on vacation, the supervisor can easily switch the task with the stimulus to someone else
  • Tasks are assigned to the area of the appropriate department.

Sample task

A more sophisticated solution allows the setup of the sample task. The sample task also defines the processing procedure, which becomes part of the task when it is set up. The task will thus include instructions on how to proceed after it is set up.

For a sample task, it is also possible to define the role, who is to receive the task and who is involved in its processing. This way it is possible to define the persons who will be in charge of the task independently of the connector settings. This makes it even more certain that the task will not fall into place.

In case of a set model role task, a round-robin allocation model is applied (tasks are assigned round and round to the people who have the role), so it is a model suitable for forms where a large number of suggestions / requests are expected.

The use of a sample task is – in case of a general query – a procedure recommended for companies that comply with ISO 9001 or ISO 20000 standards or have a large number of suggestions. This procedure is intended for specialized questionnaires such as:

  • DPO inquiry (regarding GDPR)
  • Employee complaint
  • Help desk
  • Implementation of the page for anonymous reporting (whisterblower).

Task and notification – increasing the warning certainty

If the service is set to create both a task and an event, the system creates both – a task and then a notification. The alert can go to anyone, it cannot be the person responsible for the task. You can thus inform a third independent person about the task – typically a manager or a representative.

The alerts created with the task are linked to the task. It is therefore possible to open the task directly from the alert. Unlike a situation where there is only an alert (see section 1 – such an alert is visible to the administrator), the alert attached to the task is not visible to the administrator and thus the complete confidentiality of the alert is ensured. (Important for the complaint portal and the whisterblowing portal to ensure maximum protection of information or anonymity.)

How to set up multiple questionnaires

Using multiple web questionnaires for different purposes is very simple. For each type of questionnaire, set up a separate service, which you link via a sample task to the processing methodology. You will thus direct the task directly to the right person. And because it is a task in a specified area, the very people who should know about each initiative, and no one else.

An example of setting up three questionnaires from one site:

If the questionnaires were on different sites (e.g. one on an intranet, the others on a public site), the services would be set up at two different web connectors.