User Tools

Site Tools

:: Latest version ::

latest:admin:notifications-step-by-step

Differences

This shows you the differences between two versions of the page.

Link to this comparison view

latest:admin:notifications-step-by-step [2019/01/09 16:40] (current)
Line 1: Line 1:
 +====== Notifications:​ a step by step example ======
 +
 +This chapter explains, step by step, how to configure a notification in order to send an email when a User Request is assigned to an agent. The notification will be sent to the "​Agent"​ to which the ticket has just been assigned.
 +
 +Go to the "Admin tools / Notifications"​ page, in the "​Triggers"​ tab click on the "​Create a new Trigger"​ link (if there are no triggers already) or click on the "​New..."​ button to create a new Trigger.
 +
 +===== Create a Trigger =====
 +When prompted about the type of Trigger to create, select "​Trigger (on entering state)":​
 +
 +{{ :​2_6_0:​admin:​notifications1.png?​nolink&​450 |Pick the type of Trigger to create}}
 +
 +Click apply to pick this type of Trigger, and when prompted fill the fields as follows:
 +
 +^ Field ^ Value ^
 +| Description | Trigger when a Request is assigned |
 +| Target class | User Request |
 +| Filter | Leave this field empty. |
 +| State | assigned |
 +
 +{{ :​2_6_0:​admin:​notifications2.png?​nolink&​450 |Fill the form to create the Trigger}}
 +
 +Then click Create.
 +
 +===== Create an Email Action =====
 +Click again on the "​Notifications"​ menu, but this time switch to the "​Actions"​ tab and click "​New..."​ to create a new Email Action.
 +Fill the fields as follows:
 +
 +^ Field ^ Value ^
 +| Name | Notification to the agent |
 +| Status | In production |
 +| From | put a valid email address otherwise your mail server may reject the email |
 +| To | SELECT Person WHERE id = <​nowiki>:​this->​agent_id</​nowiki>​ |
 +| Subject | The ticket <​nowiki>​$this->​ref$</​nowiki>​ has been assigned to you |
 +| Body | <​code>​
 +
 +The ticket $this->​name()$ has been assigned to you.
 +
 +Title: $this->​title$
 +
 +Description:​ $this->​description$
 +
 +$this->​head_html(ticket_log)$
 +
 +for more information on this ticket, click here: $this->​hyperlink()$
 +
 +</​code>​ |
 +
 +{{ :​2_6_0:​admin:​notifications3.png?​nolink&​450 |New Action form}}
 +
 +===== Link the Trigger to the Email Action =====
 +Then switch to the "​Related Triggers"​ tab and relate this notification to the trigger you've just created:
 +
 +{{ :​2_6_0:​admin:​notifications4.png?​nolink&​450 |Relate the action to the trigger}}
 +
 +And click "​Create"​.
 +
 +That's it.
  
latest/admin/notifications-step-by-step.txt ยท Last modified: 2019/01/09 16:40 (external edit)

";