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Via their preferences agents and customers can select the system events for notifications.
Through the "Notification" link in the adminarea you can manage the notifications of your system. You can customize the subject and the text of the notifications. Just select the notification you want to change from the listbox and load the content of the notification via the "Change" button. The name of the notification tells you for which language the notification is used, which event triggers the notification and if the notification is send to an agent or a customer.
Like signatures or salutation it is possible to create the content of a notification dynamically by using special variables. In the lower part of the notification screen you can find a list of all variables that can used for notifications.
It is also possible to create notifications based in events. You can specify in detail when and to whom you want this notification to be sent, since you can choose from a wide diversity of parameters, such as: recipient group(s), agent(s), role(s), email address(es); type of event that will trigger the notification, ticket: type, state, priority, queue, lock, service, SLA, etc.
In order to see a list of all the event based notifications, click on the link Notifications(Event) in the admin area.
In the Event Notifications Management screen you can create a new notification by clicking on the Add button.
Please note that the content of the event based notifications can also be dynamically created by using the special variables listed at the bottom of the screen shown in the Figure 5.43.