Notification policies

Notification policies define how, when, and to whom FDD sends alerts. Each policy controls the notification channels, message content, recipient list, and return-to-normal behavior for events.

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Policies list

To access notification policies, navigate to FDD > Policies. The Policies page displays all configured policies in a sortable table. The table includes the following columns: Use the search bar to filter policies by name or description. Select Filters to narrow results by specific criteria.

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Manage policies

Select the three-dot menu on any policy row to access row actions.

• Edit Policy: Open the policy wizard to modify settings.
• Duplicate Policy: Create a copy of the policy with the same configuration.
• Delete Policy: Remove the policy permanently.

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Create a policy

Select + Create Policy to open the policy wizard. The wizard has two steps: Details and Notify.

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Step 1: Details

The Details step defines the policy name, notification channels, and content.

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Policy information

• Name: Enter a descriptive name that identifies the policy’s purpose, such as “Critical HVAC - Engineering Team.”
• Description: Provide a brief summary of when and why this policy is used.

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On Create

The On Create section controls what happens when a new event is generated. Auto Close After sets how long an event stays active before automatically closing. The default value is Never, which keeps events open until they are manually resolved or the fault condition clears.

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Notification channels

Each channel can be expanded to configure its notification type and content. The available channels are:

• Email: Send structured email notifications with event details.
• Push: Send in-app push notifications to mobile devices.
• Sms: Send text message notifications with event information.

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Email notification options

For each email channel, select one of two notification types from the Notification dropdown: Default uses the standard KODE email template. When you select Default, choose the fields to include in the email from the Fields multi-select dropdown. The available fields are:

• Building
• Client Name
• Device Name
• Event Description
• Event Name
• Event Note
• Event Status
• Floor
• Location
• Next Escalation
• Point Name
• Point Value
• Possible Solution
• Priority
• Routine Description
• Routine Name
• Start Time

The default email template displays an “Event Created” header, the selected field values in an event summary, and a View event button that links directly to the event in Cloud BMS. Custom Email lets you customize the email subject line and select which fields to include. When you select Custom Email, configure:

• Fields: Choose which data fields appear in the email body from the same field list as Default.
• Subject: Define a custom subject line using dynamic tokens. The default subject pattern is Event {{status}} - {{building.name}} - {{devices.name}} - {{name}}. Select from the available subject tokens to insert dynamic values: Building, Client Name, Device Name, Event Description, Event Name, Event Note, Event Status, Floor, Location, Next Escalation, Point Name, Point Value, Priority, Routine Description, Routine Name, and Start Time.

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Return to normal

The Return to Normal toggle controls whether a notification is sent when a fault condition clears and the event ends. When enabled, the return-to-normal section provides the same channel configuration (Email, Push, Sms) as the On Create section. The return-to-normal email template displays an “Event Closed” header with a green accent line and includes a Click here to acknowledge event! button. The available fields for return-to-normal notifications include two additional options beyond the On Create fields:

• Duration
• Ended At

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Step 2: Notify

The Notify step defines the recipients, escalation tiers, and external data sources for the policy. The page is organized into collapsible sections.

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External Data Source

Select + Add to connect an external data source for work order delivery from this policy. This section is optional. When you configure an external data source at the policy level, it applies to every configuration that uses this policy. A configuration-level external data source overrides the policy setting for that configuration only.

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Details

Choose one of two recipient configurations: Group Configuration assigns the same notification channels to all selected recipients.

• Roles: Select one or more roles (for example, 01 - System Admin, 05 - Engineering).
• Specific Users: Select individual users to receive notifications.
• Notifications: Enable one or more channels for all recipients: Push, Email, SMS, and Call.

Custom Configuration lets you assign different notification channels to each role or user individually.

• Select + Add User or + Add Role to add recipients.
• For each recipient row, choose the notification channels from the Notifications dropdown (for example, Email, Call for one role and Push, Email, Call for a specific user).
• Select the red X icon to remove a recipient row.

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Escalation tiers

Add escalation tiers to notify additional recipients if events remain unresolved.

• 1st Escalation: Set the Duration in minutes before escalation triggers. Assign Roles and Specific Users for this tier with their own notification channels. Select Delete to remove the tier.
• 2nd Escalation: Select + Add to configure a second escalation tier with the same options.

Each escalation tier supports the same Group or Custom Configuration options as the Details section. Select Save to create the policy.

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Assign a policy

You can assign policies at two levels:

• During routine configuration: Select routines from the Configs list, select Configure, and choose the policy from the dropdown.
• During event review: Update the policy assigned to a specific event from the event details panel.

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Notification behavior

FDD sends notifications at specific points in the event and incident lifecycle:

• Event Created: A notification is sent when a new event is generated. The subject line follows the pattern “Event Created - Event Name.”
• Incident Created: When related events merge into an incident, a single notification is sent.
• Incident Priority Changed: When the incident priority escalates (for example, from Alert to Warning to Critical), a notification is sent at each level.

An incident inherits the notification policy of its highest-priority event. FDD sends a maximum of three notification types per incident, which limits notification volume even when hundreds of faults are active.

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Channel behavior

Each notification channel delivers event information in a format suited to the channel:

• Email: Structured email with event summary fields, a View event link, and a Click here to acknowledge event! button. When an event closes and return-to-normal is enabled, the email displays an “Event Closed” header with a green accent.
• Push: In-app push notifications. You can insert dynamic tokens such as View Event Link and Acknowledge Event Link. The preview shows placeholders such as URL and ackURL.
• SMS: Text message notifications. You can insert the same dynamic tokens as Push.
• Call: An automated voice call that reads out the event details. Call content cannot be customized.

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Acknowledge behavior

Only users assigned to the policy can acknowledge events for that policy. FDD adds policy recipients as event assignees when it sends a notification. If your account or role is not listed in the policy Notify step, the Acknowledge button and notification acknowledgment links are unavailable. Recipients must also have access to the building where the event occurs. Without building assignment, they do not receive notifications and cannot acknowledge events. When an assignee acknowledges an event through the notification link or in Cloud BMS, subsequent assignees who select the acknowledge button receive a message indicating the event has already been acknowledged.

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Next steps