Ticket Notification Management | Top Previous Next

Using this Form, you can set up various Notifications to user, management as well as external people (Customers, Vendors, etc.). Notification Records essentially are templates which are monitored and applied by the system when a change occurs in a Ticket. If the change matched the conditions in Notifications, the system will send a notification to predefined list of people or Ticket Roles, such as Owner, Customer, etc. Notification Records can be created based on the following criteria:
• | Product
• | Organization
• | Status
• | Priority
Leaving Product and Organization fields blank means that the Notification will ignore this field and fire on any value in this field (for example if you need to create a Notification for ALL organizations – then leave the Organization field blank). In order for the Notification rule to be triggered, Ticket Status needs to be modified (otherwise notifications might be sent on every ticket modification and it can result in unreasonably high number of messages). For this reason Status and Priority multiselect fields behave differently comparing to Product and Organization fields in the Notification rules. Notification Rules will evaluate to true only if Ticket Status (Ticket Priority) matches the selection in the corresponding field of the Notification Rule. So if Status or Priority fields are left blank, Rule will never fire. Notifications can be delivered based on the two methods, which you can specify in the Then Send field:
• | Alert – system message that will be delivered to My Queue screen of the recipient
• | Email – will be sent via SMTP transport to recipient’s email box. Should be used to send Notifications to external Customers who don’t have access to the System
Subject and Message contents specified in the Notification will be used in the Subject and Body of the Notification email. You can quickly disable the Notification by checking the Disable checkbox without the need to delete the record. Do not rely heavily on Alerts if you have people traveling without ready access to the Internet, instead you can forward the emails to their cell phone accounts. You can select the following people to be notified in addition to writing a predefined email address list:
• | Customer - Only Email Notification will be sent out
• | Workgroup – System will determine the preferred transport according to the Workgroup setup
• | Owner – System will determine the Notification transport according to “Then Send” field
• | Agent – System will determine the Notification transport according to “Then Send” field
• | Use Email Address Specified in the Notification “Action – Email To” field
You can create identical Notifications but with different combinations of Recipients and delivery methods to ensure everybody will receive the Notification in a most convenient location. To ensure effectiveness of Notifications and readability by the recipients, you can specify special tags, which will be used during the Notification execution time. A tag is an object field name, written in <> brackets. System will parse these names during the run time and replace the tags with the actual data from the Ticket. For example, you can place in the Subject or Message of the Notification the following text: “Ticket <qw_ticketid> has been created”, where <qw_ticketid> is the tag which will be replaced with the actual Ticket ID number.