4.3.8.1 Ticket notification function

By using OTOBO to set up notifications, you can be notified by email or the Ops I GUI when an operation is performed on a ticket, such as creating or updating a ticket. This allows you to quickly address incidents and other critical issues as they arise.

(1) Ticket notification settings

To use the ticket notification function, use one of the following.

• Ops I notification function:
  You can use the notification function of Ops I to send notifications via the Ops I GUI and e-mail.
• If multiple notifications are generated for the same email address within 10 minutes, these notifications will be combined and sent in one email.
• Function using mail server:
  Notifications can be sent via e-mail using the mail server prepared by the customer.

The characteristics of each notification function are as follows.

(Table) Notification function characteristics

The following are key points to consider when designing e-mail notifications, as well as an example of the process flow.

(Table) Key notification design points and sample process flow

Item	Key design points	Example of process flow
Ops I GUI notification/e-mail notification using the Ops I notification function	Organize notification timing and notification destination information in advance.	1. Set up notification when a ticket is created in advance 2. OTOBO detects ticket creation when a new ticket is created in Ops I 3. Notifies via the Ops I GUI 4. Send with the Ops I notification function to the user's preconfigured e-mail address. E-mail notifications are sent in order of importance, so there may be a delay of about 10 minutes for Ops I GUI notifications. Tips If multiple notifications are generated for the same email address within 10 minutes, these notifications will be combined and sent in one email.
E-mail notification using mail server	Organize information on notification timing, notification recipients, and the mail server and authentication method to be used in advance.	1. Set up e-mail notification when a ticket is created in advance. 2. OTOBO detects ticket creation when a new ticket is created in Ops I 3. Send ticket creation mail to the SMTP of the mail server prepared by the user 4. Send from the SMTP to the user's preconfigured e-mail address

For details on setting the notification function, see “Use Cases > Use cases for notifications and email-based ticket creation” in the “JP1 Cloud Service/Operations Integration User’s Guide (ITSM Operation Manual)”.

(2) Ticket watcher settings

In principle, notifications about ticket creation and changes are sent to the ticket creators and the agents assigned to the tickets. For details about exceptions, see the note in “Ticket notification settings”.
When you set up ticket watchers, you can add a watcher to the destination so that notifications will also be sent to the watcher. You can add, view and delete watcher are done from the Ticker watcher dialog box. Display the dialog box by clicking the [Watch] button on the Ops I Ticket zoom window. For details on adding, viewing and deleting watchers, see “Ticket zoom window”.
Also, when adding a watcher, the users displayed as watcher options will differ depending on the permissions of the user setting the watcher and the watcher candidates. The added watcher are displayed in the Watcher list and can be viewed and deleted.
The following shows the details of users that can be displayed and added as watcher candidates, and users who can view and delete them after they are added. In the table, the user who sets the watcher is referred to as the “setter”, and the Primitive roles itsm_admin, itsm_manager, itsm_user, and itsm_viewer are collectively referred to as “itsm_xxx”.

The Primitive role assigned to the user who sets the watcher determines which users that can be viewed and added as candidates.

(Table) Users that can be viewed and added as watcher candidates

The Primitive role assigned to the user who sets the watcher determines which watchers that can be viewed and deleted.

(Table) Watchers that can be viewed and deleted from the Watcher list