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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)”:

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

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 = :this->agent_id
Subject The ticket $this->ref$ has been assigned to you
The ticket $this->name()$ has been assigned to you.

Title: $this->title$

Description: $this->description$


for more information on this ticket, click here: $this->hyperlink()$

New Action form

Then switch to the “Related Triggers” tab and relate this notification to the trigger you've just created:

Relate the action to the trigger

And click “Create”.

That's it.

2_6_0/admin/notifications-step-by-step.txt · Last modified: 2020/02/05 11:42 (external edit)
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