When Product Support receives a Workbench (WB) RAM alarm from the customers WB instance, the following process is actioned:

  1. 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.
  2. The customer-provided Group Email will receive an email from Product Support informing you that an alarm case has been opened.
  3. The case will follow standard service level targets based on your Product Support contract.
  4. 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.
  5. An Alarm notification is sent to you via the Genesys Care Mobile App, if notifications are enabled.