Create a Notification Rule

This article contains the following topics:
casm1401
This article contains the following topics:
Create the notification rule to specify the contacts to be notified and under what circumstances.
If multi-tenancy is installed, select the appropriate tenant from the drop-down list. The public (shared) option creates the object for all tenants.
The "Document about to expire" activity notification is activated seven days before the actual expiration date that displays in the knowledge document.
Follow these steps:
  1. Select Notifications, Notification Rules from the Administration tab.
    The Notification Rule List page opens.
  2. Click Create New.
    The Create New Notification Rule page opens.
  3. Complete the following fields:
    • Symbol
      Defines a unique identifier for this notification rule. For example, enter Ticket Description Update.
    • Object Type
      Defines the object to which the rule applies. For example, select Request/ Incident/ Problem for an activity related to a ticket.
  4. Click Save & Continue.
  5. Click Condition to select the macro you can use to define a condition for this rule. Do one of the following actions to define the condition:
     A notification rule without a condition notifies all contacts every time the activity occurs.
    • Search for the macro from the list and select it.
    • Click Create New to create a macro.
  6. Click Message Template to add a message template that you have created for this rule. Do one of the following:
    • Search for the template from the list and select it.
    • Click Create New to create a message template.
  7. Choose the appropriate contacts to notify from the following tabs:
     Use the Update Contacts button that appears on each tab to search for and select more contacts to notify.
    • Object Contacts
      Displays the available organizations, vendors, and configuration items for the selected Object type that receive notification about tickets. For example, you can select Affected End User or Affected End User's Admin Org to notify.
    • Contacts
      Displays the individuals who are added to the notification rule, regardless of their association with the ticket.
    • Contact Types
      Displays the users who are defined within the notification rule with the same classification, such as analyst or customer.
  8. Click Save.
    The notification rule is created.
Example Notify the Current and Previous Assignees
You can configure previous values for an activity notification that detects changes to key fields when a ticket is saved. Using previous values, you can notify both the current and previous assignee when a ticket is transferred, and much more.
Follow these steps:
  1. Open the Transfer activity notification.
    The Transfer Activity Notification Detail page opens.
  2. Verify the following fields are set to the following values:
    • Object
      : Requests/Incidents/Problems.
    • Notification Rules
      : Default Transfer Notification Rule for request/incident/problem
  3. Click Default Transfer Notification Rule for request/incident/problem rule.
    The Default Transfer Notification Rule for request/incident/problem Notification Rule Detail
    page opens.
  4. Verify that the Auto Notification option is enabled on the Default Transfer message template for request/incident/problem template.
    The Auto Notification check box sends the notification associated with this template automatically when the activity occurs. For example, you set up an initial notification, set up the objects to notify, and set up the message template, but you are not ready to turn on the notifications. In this case, you do not select Auto Notification. When you are ready to start automatic notifications, you select the check box. The notification becomes active and occurs as defined.
  5. On the Object Contacts tab, click Update Object Contacts.
    The Object Contact Notification Search page opens.
  6. Click Search.
    The Notification Recipients - Update
    page opens.
  7. From the Object Contacts
    list, select Assignee
    and Assignee Previous and click the move button (>>).
    The selected items are added to the list on the right.
    : Use the CTRL or SHIFT keys plus the left mouse button to select multiple object contacts.
  8. When the object contacts are in the list on the right, click OK.
  9. Click Close Window.
    The Object Contacts list displays the selected object contacts.
  10. Complete the following steps to test this notification:
    1. Create a request, specify an assignee, and save the request.
    2. On the Request Detail page, select Activities, Transfer. Specify a new assignee and save the request.
    The notification is sent to both the current and previous assignees when the ticket is transferred.
Example Notify the Primary Contact of a CI/Asset
You can define a notification rule for an activity notification that is sent for a specific configuration item associated with a service desk ticket. These notifications let you notify the person responsible for maintaining the configuration item when a request, problem, incident, change order, or issue is created.
Follow these steps:
  1. Open the Initian activity notification.
    The Initial Activity Notification Detail page opens.
  2. Verify the following fields are set to the following values:
    • Object
      : Requests/Incidents/Problems.
    • Notification Rule
      : Default initial Notification Rule for request/incident/problem
  3. Click Default initial Notification Rule for request/incident/problem.
    The Default initial Notification Rule for request/incident/problem Notification Rule Detail page opens.
  4. Verify that the Auto Notification option is enabled on the Default initial message template for request/incident/problem template.
    The Auto Notification check box sends the notification associated with this template automatically when the activity occurs. For example, you set up an initial notification, set up the objects to notify, and set up the message template, but you are not ready to turn on the notifications. In this case, you do not select Auto Notification. When you are ready to start automatic notifications, you select the check box. The notification becomes active and occurs as defined.
  5. On the Object Contacts
    tab, click Update Object Contacts.
    The Object Contact Notification Search page opens.
  6. Click Search.
    The Notification Recipients - Update
    page opens.
  7. Select the Primary Contact of the CI from the list on the left and click the move button {>>).
    The selected items are added to the list on the right.
    : Use the CTRL or SHIFT keys plus the left mouse button to select multiple object contacts.
  8. When the object contacts are in the list on the right, click OK.
  9. Click Close Window.
    The Object Contacts list displays the selected object contacts.
  10. Complete the following steps to test this notification:
    1. On the Service Desk tab, create or update an existing CI.
    2. Add the primary contact listed on the Object Contacts tab. The selected object contact appears on the Configuration Items Detail page.
    3. Add the CI to the Issue.
    When the activity occurs, a notification message that describes the ticket activity is sent to the contact responsible for the CI.