Workflow configuration steps - Notifications
Indice
Workflow transition related notifications are those notifications which can be triggered for a workflow status change. They can can be configured in the Transition Rule tab (see the dedicated configuration page).
It is possible to trigger notifications base on some event types related tickets managed through the workflow. The Notifications tab allows to list and manage these notifications.
To add a new notification use the ADD NEW command and to delete one, the DELETE.
When adding a new notification, the triggering event type is asked first. The availabe event types are described in the following table.
| Event Type | Description |
|---|---|
| "Ticket: Owner Change | This event is triggered when the predefined workflow field Owner is changed |
| "Ticket: Solution Group Change | This event is triggered when the predefined workflow field Solution Group is changed |
| "Ticket: Master Solution Group Change | This event is triggered when the predefined workflow field Master Solution Group is changed |
| "Ticket: Project/Service Changed | This event is triggered when the predefined workflow field Project/Service is changed |
| "Ticket Activity: Provisory Status Notification" | This event is triggered when the Activity Status of a ticket activity is changed to "Provisory" |
| "Ticket Activity: Requested Status Notification | This event is triggered when the Activity Status of a ticket activity is changed to "Requested" |
| "Ticket Activity: Running Status Notification | This event is triggered when the Activity Status of a ticket activity is changed to "Running" |
| "Ticket Activity: Suspended Status Notification | This event is triggered when the Activity Status of a ticket activity is changed to "Suspended" |
| "Ticket Activity: Completed Status Notification | This event is triggered when the Activity Status of a ticket activity is changed to "Completed" |
| "Ticket Activity: Reopened Status Notification | This event is triggered when the Activity Status of a ticket activity is changed to "Reopened" |
| "Ticket Activity: Closed Status Notification | This event is triggered when the Activity Status of a ticket activity is changed to "Closed" |
| "Ticket Activity: Failed Status Notification | This event is triggered when the Activity Status of a ticket activity is changed to "Failed" |
| "Ticket Activity: Canceled Status Notification | This event is triggered when the Activity Status of a ticket activity is changed to "Canceled" |
Once an event type is selected the systems asks to configure the notified users. This is done by checking the boxes for the roles to be notified.
The configuration may be detailed per project / service as shown in the figure below. In order to unlock this configuration, select the project/services desired check boxes next to them (they will get colored red) and press SAVE. The screen will reload and the check box will appear green as in picture below. The corresponding check boxes to enable notifications will be unlocked.
The roles and project/services to configure may be filtered through the Filter section (move items on the right and select APPLY).
Action triggered notifications
It is possible to create any type of notification by using the action engine. Any element of a ticket can be used to trigger the notification. Visit the action engine configuration page for more information.
Personal notifications
Users may subscribe to published notification event types, among which some are referring to workflows. This can be done from the Personal/Notification Schedule menu. Visit the notifications management page for more information on personal notifications.
