Email notification to Analysts when tickets get manually passed to them

[Damien Lynn]

Hi guys,

We have a couple of teams that don't get very many support tickets and they are looking to:

1. Get an email sent to the 4 team members if a ticket gets manually passed to their team queue OR
2. Get an email sent to the individual analyst if a ticket gets manually passed into their personal workload queue. 

Are there settings that do this behaviour?

I have set up in BPM so that they get emails but that obviously only works when the ticket is just created and is a category that should route to that team, they are looking for the manually assigned tickets to also notify them if possible.

Any help/advice would be appreciated.

Thanks
Damien 

[Steve Giller]

Service Manager Notifications are detailed on the wiki, there are various settings and the option to set these globally or allow the User to set their own preferences.

If you can review the Service Manager Notification Settings page and then post here if you have any remaining questions.

[Damien Lynn]

Hi Steve,

We have the following set up at the moment which looks to me as though all analysts should get an email if a ticket gets assigned to them but that is not working.  

guest.app.requests.notification.allowUserDefinedNotificationType currently set to OFF
guest.app.requests.notification.notificationType.assignment currently set to both
guest.app.requests.notification.notificationType.assignmentTeam currently set to hornbill-only
 

I have also tried switching on guest.app.requests.notification.allowUserDefinedNotificationType and then updating my settings in my profile so that I get emails if my team gets a ticket assigned to our queue but that doesn't work either.  Am I missing something?

[Steve Giller]

5 hours ago, Damien Lynn said:

Get an email sent to the 4 team members if a ticket gets manually passed to their team queue

This is governed by the guest.app.requests.notification.notificationType.assignmentTeam currently set to hornbill-only, which will only send a Hornbill "Bell" notification as it stands - if you change that to email-only or both this should achieve point 1.

5 hours ago, Damien Lynn said:

Get an email sent to the individual analyst if a ticket gets manually passed into their personal workload queue

This is governed by guest.app.requests.notification.notificationType.assignment currently set to both, so you should be seeing emails when a Request is assigned to a User.

I'd recommend leaving guest.app.requests.notification.allowUserDefinedNotificationType set to OFF especially while testing, as this prevents Users from turning a notification off then complaining it's not being sent.

 

[Damien Lynn]

Hi Steve, thanks for the reply. 

For point 1, I only really wanted that specific team to get emails when tickets go into their team queue (as they are not frequently getting tickets passed to them) so I don't really want to switch the global setting guest.app.requests.notification.notificationType.assignmentTeam to both, I think this would mean all teams would start getting emails every time a ticket goes in their queue unless I've misunderstood this function, and those teams are already monitoring their queue regularly anyway.  To achieve point 1 I think we may eventually need to enable  guest.app.requests.notification.allowUserDefinedNotificationType but I'm not sold on the idea of doing this to be honest as analysts might start switching all notifications off! I'll have a think about that one 

For point 2, I think I'll need to log a support ticket for this, looks like something isn't right since no analysts are getting email when a ticket is assigned to them.

Thanks
Damien