9.5 Manage ticket notifications

1. Select [Admin] from the main menu.

2. On the screen that appears, click [Communication & Notifications] - [Ticket Notifications]. The [Ticket Notification Management] screen appears.

3. Click the [Add Notification] button.

4. On the [Add Notification] screen, register the following items.
To configure notifications to be sent to the specified customer user and all agents watching the ticket when an article is added to the ticket, refer to the input example.

(Table) Setting items in [Add Notification]

Item		Description	Input example
Add Notification
	Name	Defined name of the notification	"Ticket Article Addition Notification (Customer XXX)"
	Comment	Comment on the notification definition	(Blank)
	Show in agent preferences	Set whether the agent can change the validity of notifications themselves	"Yes"
	Agent preferences tooltip	Description for the agent	"Customer users and all agents watching the ticket will receive a notification whenever a new article is created for a ticket."
	Validity	Whether the definition of the notification itself is valid or invalid	"valid"
Events
	Event	Trigger for the ticket notification For details on the supported events, see "(Table) Events that can be specified".	"ArticleCreate"
Ticket Filter
	Customer ID	Customer ID Specify this when you want to change the content of the notification for each customer.	"IDxxx"
Article Filter
	Article sender type	The type of the article creator Specify this if you want to filter notifications based on the type of article creator.	"agent"
	Customer visibility	Whether the article is visible to customers Specify this if you want to filter or modify notifications based on whether the article is visible to customers.	"Visible to customer"
Recipients
	Send to	Where to send the notification You can specify multiple recipients. For details on the supported recipients, see "(Table) List of recipients that can be specified".	"Customer user of the ticket", "All agents watching the ticket"
	Once per day (The recipient is a customer user)	Setting to determine whether to send only the first notification of the day for the same ticket The same date is calculated based on UTC and applied to each recipient.	Select or clear the checkboxes. Example: When the checkbox for ticket notification A is cleared and the checkbox for ticket notification B is selected If events occur in the order A→B→A→B in one day, notification A is sent twice and notification B is sent zero times. If events occur in the order of B→A→B in one day, notification B is sent once, and notification A is sent once.
	Once per day (The recipient is not a customer user)	Setting to determine whether to send only the first notification of the day for the same ticket The same date is calculated based on UTC and applied for each notification definition and for each recipient.	Select or clear the checkboxes. Example: When the checkbox for ticket notification A is cleared and the checkbox for ticket notification B is selected If events occur in the order A→B→A→B in one day, notification A is sent twice and notification B is sent one time. If events occur in the order of B→A→B in one day, notification B is sent once, and notification A is sent once.
Notification Methods
	Enable this notification - Email	Enables email notifications	Select the checkbox.
	Active by default in agent preferences - Email	Enables notification settings by default for each agent	Select the checkbox.
Notification Text
	Subject	Subject of the notification You must enter a subject. You can enter the subject in English (US) or Japanese.	"An article was added to a ticket: < OTOBO_AGENT_SUBJECT[24]>"
	Text	Text of the notification You must enter a subject. You can enter the subject in English (US) or Japanese.	Refer to the example of ticket notification.

<Example of ticket notification>

• To specify “referTo” of “Notification”, set “referTo: <string>” to the text of the notification text.
• To specify “severity” of “Notification”, set “severity: <string>” to the text of the notification text. You can specify Critical/Warning/Information items.
• ”referTo: <string>” and “severity: <string>” in the text of the notification text will be excluded from the message that will actually be sent.
• Do not set a null string to the value of “referTo” and “severity” of “Notification” to ensure that no part of the message will be lost when the message is actually sent.
• To specify the service portal as the reference destination page, replace the red text.
  Example: <OTOBO_CONFIG_HttpType>://portal.<OTOBO_CONFIG_FQDN>/portal-name/xxx/yyyy/

Supported events are listed in the following table.

(Table) Events that can be specified

Item	Description	Events used in default notifications
NotificationNewTicket	Event notifying the creation of a new ticket	Yes
NotificationFollowUp	Event generated when a customer user adds an article	Yes
NotificationLockTimeout	Event generated when the lock on a ticket is removed	Yes
NotificationAddNote	Event generated when someone other than a customer user adds an article	Yes
NotificationOwnerUpdate	Event generated when the agent assigned to a ticket is changed	Yes
NotificationPendingReminder	Event generated when a ticket that has been in status "pending" has passed a certain amount of time	Yes
NotificationMove	Event generated when the queue for a ticket is changed	Yes
ArticleCreate	Event notified when an article is created	No
TicketXXXUpdate (where XXX is the name of the field)	Event generated when there is a change to a field of a ticket	No
TicketDynamicFieldUpdate_XXX (where XXX is the name of the field)	Event generated when there is a change to a dynamic field of a ticket	No

The following recipients can be specified in “Send to”.

(Table) List of recipients that can be specified

Item	Description
Agent who created the ticket	User who created the ticket (other than a customer user)
Customer user of the ticket	Customer user who created the ticket
Agent who owns the ticket	User specified by the agent assigned to the ticket (owner)
All agents watching the ticket	User specified by a watcher (other than a customer user)
All customer users watching the ticket	Customer user specified by a watcher
All agents subscribed to the ticket’s queue	All users monitoring the queue (other than customer users)

5. When you have finished entering data, click the [Save] button to return to the [Ticket Notification Management] screen. The added notification management will appear in the list.

1. Select [Admin] from the main menu.

2. On the screen that appears, click [Communication & Notifications] - [Ticket Notifications]. The [Ticket Notification Management] screen appears.

3. Perform each operation while referring to the descriptions in the table below.

(Table) Other operations related to ticket notifications

Action button	Description
Export Notifications	Exports all notification definitions to a single file.
Import Notification configuration	Imports the notification definition file selected in the "Choose File" field. Import is not possible if a notification with the same name already exists. Select the "Overwrite existing notifications?” checkbox or change the name of the definition file to import.
	Exports the specified notification definition file.
	Copies the specified notification. "(copy)" will be added to the end of the file name after copying. You cannot copy the same notification consecutively. If you want to make multiple copies, change the filename after each copy.
	Deletes the specified notification definition. A confirmation dialog box is displayed when attempting to delete a notification definition. Click the [OK] button to perform deletion.

(3) Existing notification settings

The following are notification settings prepared by default.

(Table) Existing notification settings

Notification Settings	When the user is notified	User to be notified
Ticket create notification	When a ticket is created	All agents subscribed to the ticket’s queue
Ticket email delivery failure notification	When an attempt to send a ticket fails	Agent assigned to the ticket (owner)
Ticket follow-up notification (locked)*1	When a locked ticket is followed up	Agent assigned to the ticket (owner) All agents watching the ticket All customer users watching the ticket
Ticket follow-up notification (unlocked)*1	When an unlocked ticket is followed up	Agent assigned to the ticket (owner) All agents watching the ticket All customer users watching the ticket
Ticket lock timeout notification	When a user other than the agent assigned to the ticket sets the status of the ticket to closed or resolved	Agent assigned to the ticket (owner)
Ticket new note notification*1*2	When a note (article) is added to a ticket	Agent assigned to the ticket (owner) All agents watching the ticket
Ticket owner update notification	When the agent assigned to a ticket is changed	Agent assigned to the ticket (owner) after the change
Ticket pending reminder notification (locked)*1	When one day has passed after changing the status of a locked ticket to pending	Agent assigned to the ticket (owner)
Ticket pending reminder notification (unlocked)*1	When one day has passed after changing the status of an unlocked ticket to pending	Agent assigned to the ticket (owner) Users watching the ticket registration queue
Ticket queue update notification	When the queue in which the ticket is registered is changed	User monitoring the queue after the change