Notification Rules

You can set notification rules for all modules. To set the notification rules, select the relevant check boxes beside each of the statements listed and click save. You can also customize the email template of the notification rules if required. You can achieve this by clicking the Customize template link beside the required statement. The Message Template settings are shown, where you can edit the notification subject and message by adding or deleting variables in the required block. 

You can select a few Technicians, whom you wish to notify as soon as a new request is created. To do this select the either of the following check boxes:

Note: 

For all modules, notifications will not be sent to the logged in Technician.

Steps to set Notification rules

  1. Click the Admin tab in the header pane.

  2. Under the Automation block (Helpdesk Customizer block in old UI), click Notification Rules. 


     

  3. By default, all notifications are sent in Rich text formatting. Click the Plain Text format button to convert all the notifications into Plain text format.

  4. Click the appropriate tabs to configure for Request, Problem, Change, Solution, Tasks, Projects, and Mobile Push Notification modules. 

  5. To enable or disable any of the notification rules, select or de-select the checkbox beside each of the rules.

    To receive push notifications in the IOS Application installed on your device, configure the mobile push notification module accordingly.

    [Note: If proxy servers are used in the organization, then make sure that the proxy settings are configured. To configure the proxy settings, click here].

  6. For certain notifications, you need to select the technicians who need to be notified when a new request is created.  

Steps to Customize the Message Template

You can customize the message template for each of the notifications.

  1. Click Customize Template link beside the notification for which you wish to modify the content that is being sent. Within the notification message, type $ to list all variable data that can be captured. 

  2. When a new request is created by the requester, an acknowledgment mail will be sent to the requester with top 3 announcements and solutions related to that request.

  3. To configure the message to be sent in the acknowledgment mail, click Request tab under Notification Rules.

  4. In the Requester Notifications, select the checkbox to Acknowledge requester by e-mail when a new request is received. and then click Customize template.

  5. In the editor, the message is auto-populated. You can edit the message as per your requirements and then click Save.

  6. To view Auto Suggest Content for the template, hover over Auto Suggest -Customize Template below the right corner of the message editor.

  7. To edit Auto Suggest Content for the template, click Auto Suggest -Customize Template and make necessary changes to the content in the auto Suggest Dialog box and then click Save.

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Application Error Notification

Errors that occur in the application require immediate attention to ensure seamless workflow of your business/service. You can configure notifications to specific technicians in case of errors such as mail fetching issues or connectivity issues.

To configure the notification,

  1. Go to Admin > Help Desk Customizer > Notification Rules.

  2. In the Requests sub-tab, enable the Send e-mail when an Application Error Occurs checkbox under Technicians.

  3. Click Choose next to the given text box. A pop up displays with the list of available technicians.

  4. Select the technician to be notified. To select multiple technicians, press and hold the Shift/Ctrl key and choose the required technicians.

  5. Click OK after selecting the required technician(s).

  6. Click Save to apply the changes.

Junk Mail Notification

Junk Notification Filters prevents unwanted acknowledgments or notifications being sent to requesters/technicians when an information mail reaches the help desk. These mails are not requests and do not require any action to be taken.

Say, acknowledgment email like Out of Office replies, notifications that bounce back when the mail destination is not reachable (because of a wrong mail address) can be stopped from being acknowledged or notified. 

To define a Junk Mail Notification,

  1. Click Edit Criteria link.

  2. Define a rule by selecting the criteria and conditions from the drop-down combo list.

  3. Click Choose.

  4. Enter the value in the field provided. Click Save.

  5. Click Add to Rule.

  6. You can either match all of the following (AND) or match any of the following (OR) criteria. Select an appropriate radio button.

  7. Click Save.

You can also edit or delete the criteria by clicking the appropriate icon.

Place Holders

From build 14104, you can use the variables $ConversationsDetails (previously $lastconversationdetails), $NotificationDescription, or $NotificationSubject in the request notification rules templates.

$ConversationsDetails (Previously $LastConversationDetails)

Replaces conversation or description content with respect to request properties (requester name, subject, description, created time, and TO/CC/BCC fields) based on the selection of reply/forward from the request conversation or description.

 

$ConversationsDetails when Reply is selected

 

$ConversationDetails format when Forward is selected

$NotificationDescription, $NotificationSubject

Replaces notification description or notification subject respectively. These variables will be listed while typing $ in the notification templates.

You can use these variables in the following notification rules template: