When Product Support receives a Workbench (WB) RAM alarm from the customers WB instance, the following process is actioned:
- The respective alarm (the supported subset of Genesys Engage alarms ingested by WB) is routed to Product Support and a case is opened by a Product Support analyst.
- The customer-provided Group Email will receive an email from Product Support informing you that an alarm case has been opened.
- The case will follow standard service level targets based on your Product Support contract.
- Only the Designated Contact can view, manage and close the support case via My Support; however, all members on the group email can provide case updates via email.
- An Alarm notification is sent to you via the Genesys Care Mobile App, if notifications are enabled.