Notifications management
Da itm wiki.
Versione del 28 nov 2017 alle 14:54 di Renato.daverio (discussione | contributi) (→Company Notification)
Notifications shall be activated at Company level by click on General\Company\Event Types.
The Event Types are Notifications that PSM can send by email.
The creation of event types does not automatically trigger their activation, it can be obtained by users (Personal\Event Notification) or can be forced by the administrator regardless of the user's wish (General\Company\Forced Notifications).
Company Notification
Event Type (General\Company\Event Types):
| Field | Meaning | Comments |
|---|---|---|
| Event Typology | TBC | |
| Type | Allows to select an event type from the default to the system. The field is mandatory. | |
| Language | Allows to select the language of the event type ycreated (is possible to create multiple event types for the same system type that differ only for the language, and the user or administrator can then choose which event / language typologies enable).A user will only receive notifications if they use the same language as defined for the notification itself. | |
| Subject | Allows to define a text for the notification subject. The subject is entered in the mail. | |
| Default Template | Allows to select the template to be used for Notification. The template is a text file (HTML) that can also contain referrals to system variables. | |
| Event Type Template | TBC |
For an Event Type generated by WorkFlow Transition is not possible to update the Notification Template here. The Notification Template shall be updated in WorkFlow Engine.
The following table contains the default roles notified by each Event Type
| Event Type | Meaning | Roles Notified |
|---|---|---|
| Ticket Activity: Provisory | Raised when a Ticket Activity is saved in Provisory status | Assignee, DSG1 member, Ticket Owner, Ticket Creator, DSG2 member |
| Ticket Activity: Requested | Raised when a Ticket Activity is saved in Requested status | Assignee, DSG1 member, Ticket Creator, DSG2 member |
| Ticket Activity: Running | Raised when a Ticket Activity is saved in Running status | Assignee, DSG1 member, Ticket Owner, Ticket Creator, DSG2 member |
| Ticket Activity: Completed | Raised when a Ticket Activity is saved in Completed status | Assignee, DSG1 member, Ticket Owner, Ticket Creator, DSG2 member |
| Ticket Activity: Closed | Raised when a Ticket Activity is saved in Closed status | Assignee, DSG1 manager |
| Ticket Activity: Reopened | Raised when a Ticket Activity is saved in Reopened status | Ticket Owner, Ticket Creator, Project/Service Manager, Assignee, DSG1 manager, DSG2 member |
| Ticket Activity: Failed | Raised when a Ticket Activity is saved in Failed status | Assignee, DSG1 manager, Ticket Owner, Project/Service Manager, Ticket Creator, DSG2 member |
| Ticket Activity: Suspended | Raised when a Ticket Activity is saved in Suspended status | DSG1 manager, Assignee, Ticket Creator, Ticket Owner |
| Ticket Activity: Cancelled | Raised when a Ticket Activity is saved in Cancelled status | Assignee, DSG1 manager, Ticket Owner, Ticket Creator, DSG2 member |
| Ticket: Group Change | Raised when DSG1 value is changed in a Ticket | Ticket Owner, DSG1 member, DSG2 member, prev DSG1 member |
| Ticket: Owner Change | Raised when Owner value is changed in a Ticket | Ticket Owner, DSG1 member, DSG2 member, prev DSG1 member |
| Assigned Ticket Worker | Raised when Owner value is changed in a Ticket | Ticket Owner, DSG1 member, DSG2 member, prev DSG1 member |
The following table contains all the placeholders related to PMSM Standard Fields usable in Notification Templates:
| Template | Field | Placeholder |
|---|---|---|
| Any template | application url | ${row.application.ticket.url} |
| Any ticket template | Number | ${row.position} |
| " | Ticket Code | ${row.ticket.code} |
| " | Project/Service Code | ${row.project.code} |
| " | Project/Service Name | ${row.project.name} |
| " | Description | ${row.ticket.description} |
| " | Cr. User description | ${row.ticket.creationdescription} |
| " | Target Environment | ${row.ticket.targetenvironment} |
| " | Ticket Short Description | ${row.ticket.short.description} |
| " | Ticket Type | ${row.ticket.type} |
| " | Priority/Category Name | ${row.ticket.priority} |
| " | Owner Name | ${row.resource.name} |
| " | Analysis | ${row.ticket.analysis} |
| " | Solution | ${row.ticket.solution} |
| " | Comments | ${row.ticket.comments} |
| " | Workaround | ${row.ticket.workaround} |
| " | Creation User | ${row.creator} |
| " | Creation Date | ${row.creationdate} |
| " | Edit User | ${row.lastupdater} |
| " | Edit Date | ${row.lastupdatedate} |
| " | Close User | ${row.ticket.closer} |
| " | Close Date | ${row.ticket.closeDate} |
| " | Forecast Soltuion Date | ${row.ticket.forecastSolutionDate} |
| " | Required Solution Date | ${row.ticket.requiredSolutionDate} |
| " | Balance | ${row.ticket.balance} |
| " | Effort | ${row.ticket.effort} |
| " | Current Workers | ${row.ticket.prevworker} |
| " | SG managers | ${row.sgmanager} |
| " | Ticket Op Status | ${row.ticket.current.opstatus} |
| " | Ticket Adm Status | ${row.ticket.current.adm.status} |
| " | Solution Group | ${row.ticket.current.solutiongroup} |
| " | Master SG | ${row.ticket.current.mastersolutiongroup} |
| " | Area | ${row.ticket.ticketArea} |
| " | Topic | ${row.ticket.ticketTopic} |
| " | Category | ${row.ticket.ticketCategory} |
| " | Impact | ${row.ticket.impact} |
| " | Urgency | ${row.ticket.urgency} |
| " | Product | ${row.ticket.product} |
| " | Requester | ${row.requester} |
| " | Service | ${row.ticket.service} |
| " | Requested Priority | ${row.ticket.requestedPriority} |
| " | Closure Casue | ${row.ticket.closureCause} |
| " | Resolution Cause | ${row.ticket.resolutionCause} |
| " | Parent Ticket | ${row.ticket.parentTicket} |
| " | Functionality | ${row.ticket.functionality} |
| " | Transition Comment | ${row.ticket.transition.comment} |
| " | Service Request | ${row.ticket.serviceRequest} |
| " | Requester Fax | ${row.requester.fax} |
| " | Requester Phone | ${row.requester.phone} |
| " | Requester Mail | ${row.requester.mail} |
| " | Requester Notes | ${row.requester.notes} |
| " | Organization Unit name | ${row.requester.ou} |
| " | Requester Client name | ${row.requester.client.name} |
| " | Requester Client phone | ${row.requester.client.phone} |
| " | Requester Client address | ${row.requester.client.address} |
| " | Requester Client fax | ${row.requester.client.fax} |
| " | Requester Client city | ${row.requester.client.city} |
| " | Requester Client mail | ${row.requester.client.mail} |
| " | Requester Client region | ${row.requester.client.region} |
| " | Requester Client postal code | ${row.requester.client.postalCode} |
| " | Requester Client notes | ${row.requester.client.notes} |
| " | Organization Unit custom field 1 | ${row.requester.ou.customField1} |
| " | Organization Unit custom field 2 | ${row.requester.ou.customField2} |
| " | Organization Unit custom field 3 | ${row.requester.ou.customField3} |
| " | Organization Unit address | ${row.requester.ou.address} |
| " | Organization Unit phone | ${row.requester.ou.phone} |
| " | Organization Unit city | ${row.requester.ou.city} |
| " | Organization Unit fax | ${row.requester.ou.fax} |
| " | Organization Unit region | ${row.requester.ou.region} |
| " | Organization Unit mail | ${row.requester.ou.email} |
| " | Organization Unit postal code | ${row.requester.ou.postalCode} |
| " | Organization Unit type | ${row.requester.ou.type} |
| " | Organization Unit country | ${row.requester.ou.country} |
| " | Organization Unit notes | ${row.requester.ou.notes} |
| " | Price List | ${row.priceList.id} |
| " | Price List Class | ${row.priceList.class} |
| " | Price List Status | ${row.priceList.status} |
| " | Price List Year | ${row.priceList.year} |
| " | Price List Currency | ${row.priceList.currency} |
| " | Price List Date From | ${row.priceList.dateFrom} |
| " | Price List Date To | ${row.priceList.dateTo} |
| " | Price List Grand Total | ${row.priceList.grandTotal} |
| " | Price List Scenario | ${row.priceList.scenario} |
| " | Project Ref. Name | ${row.projectRef.name} |
| " | Project Estimation | ${row.estimation} |
| " | Project PMs | ${row.project.pm} |
| " | Project Currency Name | ${row.project.currency} |
| " | Ticket Currency Name | ${row.ticket.currency} |
| " | Ticket RunId | ${row.runId} |
| " | Project Short Description | ${row.project.shortDesc} |
| " | Project Objectives | ${row.project.objectives} |
| " | Project Background | ${row.project.bgReasons} |
| " | Project Comment | ${row.project.comment} |
| " | Project Type | ${row.project.type} |
| " | Project Class | ${row.project.class} |
| " | Project's Parent Project | ${row.project.parentPrj} |
| " | Project's Statistical Project | ${row.project.statPrj} |
| " | Project IOSD | ${row.project.iosd} |
| " | Project IOED | ${row.project.ioed} |
| " | Project ASD | ${row.project.asd} |
| " | Project AED | ${row.project.aed} |
| " | Project IESD | ${row.project.iesd} |
| " | Project IEED | ${row.project.ieed} |
| " | Project CESD | ${row.project.cesd} |
| " | Project CEED | ${row.project.ceed} |
| " | Project Client | ${row.project.client} |
| " | Project Final Client | ${row.project.finalClient} |
| " | Project Operational Status | ${row.project.opStatus} |
| " | Project Administrative Status | ${row.project.admStatus} |
| " | Project Effort Estimation Days Budget | ${row.project.effort.estimation.days.budget} |
| " | Project Effort Estimation Days Balance | ${row.project.effort.estimation.days.balance} |
| " | Project Effort Estimation Days Remaning | ${row.project.effort.estimation.days.remaining} |
| " | Project Effort Estimation Days Confirmed | ${row.project.effort.estimation.days.confirmed} |
| " | Project Effort Estimation Days ETC | ${row.project.effort.estimation.days.etc} |
| " | Project Effort Estimation Days EAC | ${row.project.effort.estimation.days.eac} |
| " | Project Effort Estimation Amount Budget | ${row.project.effort.estimation.amount.budget} |
| " | Project Effort Estimation Amount Balance | ${row.project.effort.estimation.amount.balance} |
| " | Project Effort Estimation Amount Remaning | ${row.project.effort.estimation.amount.remaining} |
| " | Project Effort Estimation Amount Confirmed | ${row.project.effort.estimation.amount.confirmed} |
| " | Project Effort Estimation Amount ETC | ${row.project.effort.estimation.amount.etc} |
| " | Project Effort Estimation Amount EAC | ${row.project.effort.estimation.amount.eac} |
| " | Project Expenses Estimation Amount Budget | ${row.project.expenses.estimation.amount.budget} |
| " | Project Expenses Estimation Amount Balance | ${row.project.expenses.estimation.amount.balance} |
| " | Project Expenses Estimation Amount Remaning | ${row.project.effort.estimation.amount.remaining} |
| " | Project Expenses Estimation Amount Confirmed | ${row.project.effort.estimation.amount.confirmed} |
| " | Project Expenses Estimation Amount ETC | ${row.project.effort.estimation.amount.etc} |
| " | Project Expenses Estimation Amount EAC | ${row.project.effort.estimation.amount.eac} |
| " | Project Cost Occurense Categories Estimation Amount Budget | ${row.project.occurrence.categories.estimation.amount.budget} |
| " | Project Cost Occurense Categories Estimation Amount Balance | ${row.project.occurrence.categories.estimation.amount.balance} |
| " | Project Cost Occurense Categories Estimation Amount Remaining | ${row.project.occurrence.categories.estimation.amount.remaining} |
| " | Project Cost Occurense Categories Estimation Amount Confirmed | ${row.project.occurrence.categories.estimation.amount.confirmed} |
| " | Project Cost Occurense Categories Estimation Amount ETC | ${row.project.occurrence.categories.estimation.amount.etc} |
| " | Project Cost Occurense Categories Estimation Amount EAC | ${row.project.occurrence.categories.estimation.amount.eac} |
| " | Costs Total Amount Budget | ${row.cost.total.amount.budget} |
| " | Costs Total Amount Balance | ${row.cost.total.amount.balance} |
| " | Costs Total Amount Remaining | ${row.cost.total.amount.remaining} |
| " | Costs Total Amount Confirmed | ${row.cost.total.amount.confirmed} |
| " | Costs Total Amount ETC | ${row.cost.total.amount.etc} |
| " | Costs Total Amount EAC | ${row.cost.total.amount.eac} |
| " | Benefits Total Amount Budget | ${row.benefits.total.amount.budget} |
| " | Benefits Total Amount Balance | ${row.benefits.total.amount.balance} |
| " | Benefits Total Amount Remaining | ${row.benefits.total.amount.remaining} |
| " | Benefits Total Amount Confirmed | ${row.benefits.total.amount.confirmed} |
| " | Benefits Total Amount ETC | ${row.benefits.total.amount.etc} |
| " | Benefits Total Amount EAC | ${row.benefits.total.amount.eac} |
| " | Profit/Loss Amount Budget | ${row.profit.loss.amount.budget} |
| " | Profit/Loss Amount Balance | ${row.profit.loss.amount.balance} |
| " | Profit/Loss Amount Remaining | ${row.profit.loss.amount.remaining} |
| " | Profit/Loss Amount Confirmed | ${row.profit.loss.amount.confirmed} |
| " | Profit/Loss Amount ETC | ${row.profit.loss.amount.etc} |
| " | Profit/Loss Amount EAC | ${row.profit.loss.amount.eac} |
| Template_Escalation | Objective | ${row.objective} |
| " | Metric | ${row.metric} |
| " | Metric Value | ${row.metric.value} |
| " | Target | ${row.target} |
| " | Trigger | ${row.trigger} |
| Template_TSRecord_Approved | Number | ${row.position} |
| " | Project/Service Code | ${row.project.code} |
| " | Project/Service Name | ${row.project.name} |
| " | Timesheet Record Code | ${row.tsrecord.code} |
| " | Timesheet Record Activity Date | ${row.tsrecord.activityDate} |
| Template_TSRecord_Change_Requested | Number | ${row.position} |
| " | Project/Service Code | ${row.project.code} |
| " | Project/Service Name | ${row.project.name} |
| " | Timesheet Record Code | ${row.tsrecord.code} |
| " | Timesheet Record Activity Date | ${row.tsrecord.activityDate |
| Template_Inbound_Responce_Message | Number | ${row.position} |
| " | Create Date | ${row.creationdate} |
| " | Sender | ${row.sender} |
| " | Sender mail address | ${row.sendermail} |
| " | Subject | ${row.subject} |
| " | PSM received mail body | ${row.mailbody} |
| " | Link to Ticket detail | ${row.linktodetail} |
| Template_InstReq_Status_Change_For_Ticket | Number | ${row.position} |
| " | Installation Request Id | ${row.instreq.id} |
| " | Installation Request Code | ${row.instreq.id} |
| " | Installation Request Environment | ${row.instreq.env} |
| " | Ticket Code | ${row.ticket.code} |
| " | Project Code | ${row.project.code} |
| " | Project Name | ${row.project.name} |
| " | Ticket Type | ${row.ticket.type} |
| " | Ticket Short Description | ${row.ticket.short.description} |
| " | Ticket Priority | ${row.ticket.priority} |
| " | Previous Op Status | ${row.ticket.previous.opstatus} |
| Template_InstReq_Status_Change_For_TicAct.htm | Number | ${row.position} |
| " | Installation Request Id | ${row.instreq.id} |
| " | Installation Request Code | ${row.instreq.id} |
| " | Installation Request Environment | ${row.instreq.env} |
| " | Ticket Code | ${row.ticket.code} |
| " | Project Code | ${row.project.code} |
| " | Project Name | ${row.project.name} |
| " | Ticket Type | ${row.ticket.type} |
| " | Ticket Short Description | ${row.ticket.short.description} |
| " | Ticket Priority | ${row.ticket.priority} |
| " | Previous Op Status | ${row.ticket.previous.opstatus} |
| " | Description | ${row.ticketactivity.description} |
| Template_News_Is_Published.html | News Title | ${row.news.title} |
| " | News Topic | ${row.news.topic} |
| " | Publish Date | ${row.news.publishDate} |
| " | Publisher | ${row.news.publisher} |
| " | News Description | ${row.news.description} |
| Any Project Activity Template | Number | ${row.position} |
| " | Project Code | ${row.project.code} |
| " | Project Name | ${row.project.name} |
| " | Activity Task Name | ${row.activity.name} |
Forced Notification
This feature allows the management of Forced Event Types.
Forced event types may be:
- Weak: it allows the user to customize all aspects of the notification scheduling (Personal\Event Notification) without being able to remove it.
- Strong: the user can't handle current Notification scheduling.
WorkFlow Notification
In WorkFlow Engine - Tab Notifications is possible to overwrite the default roles notified at Company level for some Event Types:
| Event Type | Meaning | Roles Notified |
|---|---|---|
| Ticket: Group Change | Raised when DSG1 is changed on a Ticket related to current WorkFlow | Customizable |
| Ticket: Master Group Change | Raised when DSG2 is changed on a Ticket related to current WorkFlow | Customizable |
| Ticket: Owner Change | Raised when Owner is changed on a Ticket related to current WorkFlow | Customizable |
| Ticket: Project/Service Change | Raised when Project/Service is changed on a Ticket related to current WorkFlow | Customizable |
| Ticket Activity: Provisory | Raised when a Ticket Activity is saved in Provisory status | Customizable |
| Ticket Activity: Requested | Raised when a Ticket Activity is saved in Requested status | Customizable |
| Ticket Activity: Running | Raised when a Ticket Activity is saved in Running status | Customizable |
| Ticket Activity: Completed | Raised when a Ticket Activity is saved in Completed status | Customizable |
| Ticket Activity: Closed | Raised when a Ticket Activity is saved in Closed status | Customizable |
| Ticket Activity: Reopened | Raised when a Ticket Activity is saved in Reopened status | Customizable |
| Ticket Activity: Failed | Raised when a Ticket Activity is saved in Failed status | Customizable |
| Ticket Activity: Suspended | Raised when a Ticket Activity is saved in Suspended status | Customizable |
| Ticket Activity: Cancelled | Raised when a Ticket Activity is saved in Cancelled status | Customizable |
| Ticket: Group Change | Raised when DSG1 value is changed in a Ticket | Customizable |
| Ticket: Owner Change | Raised when Owner value is changed in a Ticket | Customizable |
| Assigned Ticket Worker | Raised when Owner value is changed in a Ticket | Customizable |
Moreover is possible to overwrite the Event Type "WF Ticket:Operational Status Changed" in Transition - Sub Tab Outbound Notification.
