Notifications

Notifications

Notifications are automatic emails which can be configured for a set of uses.

Administrator can configure number of notifications. Notifications include;

- Requester Notifications
- Technician Notifications
- Change Management Notifications.

Requester Notifications

1. Acknowledge requester by e-mail when a new ticket is received.

Notification email which will be sent to the requester when new ticket is received by the helpdesk.

2. Acknowledge sender by e-mail on receipt of e-mail reply.

Notification email which will be sent to user that their latest reply is updated in the ticket.

3. E-mail user when ticket is resolved.

Notification email which will be sent to user that their ticket is resolved.

If the requester replies back to this notification email, the ticket will automatically open again.

4. Acknowledge requester by e-mail when ticket is closed.

Notification email which will be sent to user that their ticket is resolved.

If the requester replies back to this notification email, the ticket will automatically open again.

5. Acknowledge E-mail Cc users by e-mail when a new ticket is created.

Notification email which will be sent to the cc person when new ticket is received by the helpdesk.

6. Acknowledge E-mail Cc users when ticket is resolved.

Notification email which will be sent to cc person that their ticket is resolved.

If any user (cc person / original requester) replies back to this notification email, the ticket will 
automatically open again.

7. Acknowledge E-mail Cc users by e-mail when ticket is closed.

Notification email which will be sent to cc person that their ticket is closed.

If any user (cc person / original requester) replies back to this notification email, the ticket will 
automatically open again.

Technician Notifications

1. Alert technician by e-mail when ticket is assigned.

Notification email which will be sent to technician when a new ticket is assigned to them.

2. Alert technician by e-mail when there is a new reply for ticket.

Notification email which will be sent to technician when a there is a new reply to the ticket.

3. Send e-mail to technician when the ticket is reopened by requester.

Notification email which will be sent to technician when a closed ticket is reopened by the requester.

4. Alert all group members by e-mail when new ticket is added to the group.

Notification email which will be sent to all group members when a new ticket is assigned to any one group member.

5. Alert technician by e-mail when ticket task is assigned.

Notification email which will be sent to technician when a new task is assigned to them.

Change Notifications

1. Email when change is assigned to role.

Notification email which will be sent when a role is assigned to a technician or user in a given Change.

2. Alert technician by e-mail when change task is assigned.

Notification email which will be sent to a technician when a change task is assigned.

Add Notification

Multiple notification of the discussed notification classes can be configured.

Customizations includes duplicate function of a given default notification which name can be changed and further filters applied. To do that go to:

Customize > General Settings > Notifications > Select the notification > Press customize

Press Duplicate for adding a new notification.

Edit Notification

To edit or customize go to:

Customize > General Settings > Notifications

Choose the notification which you want to configure or edit.

Press the edit button.

Customizations can include:

1. Change Title of the Notification.

To change the title of the notification go to:

Customize > General Settings > Notification > Select Notification > Press Edit (or Pencil button) > Change
Title.

2. Filters

Filters can be applied to filter words from subject line of a ticket.

To do that go to:

Customize > General Settings > Notifications > Select > Notification > Press Edit > 

Select filter Logic. Match any of the following OR refer to the OR condition where multiple words can be put in the condition.

Drop down and select subject and select criteria.

Enter the field name.

i.e the for a Library specific helpdesk instance it can be

Subject contains: books 
Subject does not contain: books.
Subject does not contain: membership card
Subject contains: San Diego

3. Title of the Notification

The subject / title of the notification can also be changed from here.

Enable / Disable and Delete Notification

Notifications cannot be deleted. It can be enabled or disabled by checking the box next to the notification.

To do that, go to:

Customize > General Settings > Notifications > Check or uncheck the desired notification to enable or 
disable it.

Text Editor Template Variables

These variables can be used to auto-populate fields.

A list of these template variables are:

#ticketId
#description
#title 
#status
#level 
#site 
#group
#priority
#category 
#subCategory
#createdDate
#createdBy
#dueDate
#requester
#technician
#slaName
#ticketLink
#closeUrl
#resolution

Use of company logo and HTML Mailer.

Standard notifications are html file which can be edited by pressing the code button in the editor.

You can edit the html here.

You can paste the link of your company logo here.

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