Notifications

Notifications - User Story 01

Title : Send Notification Email Upon Ticket Creation  

Description:

As a processor/user of the IT Service Desk system, I want to receive a notification email along with Requester, once a ticket is created so that I am informed about new tickets assigned to me.

Acceptance Criteria:

1. When a new ticket is created, an email notification should be sent to the Assigned to user and Requester.

2. The subject of the email should follow the format: "Ticket [Ticket Number] - Created".

3. The body of the email should contain the following information:

To: Assigned to User, Requester

Subject: Ticket [Ticket Number] - Created 

Body:

Hi [Assigned to User] / [Requester],

A new ticket has been created. Please review the details below: [Ticket Number as Link]

Ticket: [Ticket Number]  

Short Description: [Short Description]  

Created on: [Created Date]  

Created by: [Creator]  

Please check the [Link] for more details.

Thanks,  

IT Support

Devlopment Steps:

1. Go to Table list where you need to create Notification. Here, i am using my newly created table: "IT Service Desks".

2. Open any record > Right click on form banner > go to Configure > Notifications.

3. Click New, and provide the below details in Notification form to create new Notification. 

   1. 1. 1. Name : Notification on Ticket Creation

         2. Table : IT Service Desk // Provide your table name here

         3. When to Send:

            • • Send when : Record inserted or updated.

              • Inserted : True

         4. Who will receive:

            • • Users/Groups in fields : Assigned to, Requester <Here, select required fields from field list>

         5. What it will contain:

            • • Subject : Ticket ${number} - Created <Here, replace 'number' with your field name.>

              • Message HTML : <Here, provide the below details, and replace field names with your table field names.>

Hi ${assigned_to} / ${u_requester},

A new ticket has been created. Please review the details below: ${REF}

Ticket: ${number}  

Short Description: ${short_description}

Created on: ${sys_created_on}

Created by: ${u_requester}

Please check the ${URI} for more details.

Thanks,  

IT Support

4. Click on Save (Right click on form banner, then click on Save option to save the Notification).

5. Click on "Preview Notification" Button to see the preview of notification which we created now with above steps.

Step by step screenshots: