Notification rules
Notification rules are used when you need to set up notification sending rules, depending on various conditions, or in the case of the event happened.
You can create new notification rules, or modify existing ones. To create a new notification rule, please complete the following steps:
To create a notification rule, please complete the steps below:
- Navigate to the System Notification - Notification;
- Click New, fill in the form and click Save.
Notification rules form fields
| Field | Description |
|---|---|
| Name | Displayed notification name. |
| Table | Choose the target table for notifications. For example, if you are creating a notification for the Incident, then select the itsm_incident table. |
| Active | Turn this checkbox on if you want this notification to be active. |
| Sys updated by | Information about who has updated the record. |
| When to Send tab | |
| Condition | In this field, you can specify a condition to meet before sending the notification. Use the Condition Builder to build the filter that will fit your needs most. |
| Inserted | Turn this checkbox on if you want this notification to be sent when a record is inserted into the table specified in the Table field. |
| Updated | Turn this checkbox on if you want this notification to be sent when a record is updated in the table specified in the Table field. |
| Event | Event is a special record used by the system to log when specified conditions met and to take some kind of action in response to the conditions. |
| Send when | The option-driven field providing the choice when the notification should be sent. Available choice options: Record inserted or updated - when choosing this option, notification will be sent after record inserting or updating in the table specified. Relevant checkboxes must be marked. Event is fired - when choosing this option, notification will be sent after an event is fired (see above), |
| Who Will Receive tab | |
| Users | In this field, you can list the users who will receive the notification within this rule. |
| Other | In this field, you can add contacts to subscribe to the incident activities. It can be email-address (for example, user@domain.com), or it can be defined by notification variables. |
| Send self | Turn this checkbox on if you need to receive this notification as well. |
| What Will Contain tab | |
| Subject | The displayed notification subject. |
| Message | The notification body in plain text. |
| Message HTML | The notification template in rich-text format. This field supports HTML tags, placeholders, SimpleOne API methods. You can also use notification variables ${URI} and ${URI_REF} there. Their usage is described below. |
Notification template
Notification templates are beneficial to pattern the notification process, being a very flexible tool; they provide a possibility to develop templates for different tasks and cases.
To create a notification template, please complete the steps below:
- Navigate to the System Notification → Notification Templates;
- Click New, fill in the form and then click Save.
Notification template form fields
| Field | Description |
|---|---|
| Name | Displayed notification template name. |
| Subject | Notification template subject. Notification variables are supported there. |
| Table | If the table is specified, then the template will be applicable only for this table; otherwise, it will be applicable for all tables. |
| Message HTML | The notification template in rich-text format. This field supports HTML tags, placeholders, SimpleOne API methods. You can also use notification variables ${URI} and ${URI_REF} there. Their usage is described below. |
| Message text | The notification template in plain text format. |
| Sys created by | Information about who has created the record. |
Sys updated by | Information about who has updated the record. |
Notification variables
Specify a notification variable using this syntax:
${variable-name+variable-parameters}
Not all notification variables support the "variable-parameters" portion. When available, variable parameters are optional. See the list of available notification variables for variable names and available parameters.
Notification variables form fields
| Variable | Description | Example |
|---|---|---|
| ${current} | This variable refers to the current record in the table specified. | ${current:caller} - for example, if this variable was used in the Notification Rule in the Other field in the Who will receive tab, then the notification will be sent to the caller (the originator of the issue). |
| ${template} | This variable is used to link the notification template table (sys_notification_template) and the notification rule table (sys_notification_rule). When using it, you can stuff the template fields to the relevant notification rule fields. | ${template.subject} - if this variable was used in any part of the notification, then the subject line kept in the template in the Subject field will be specified. |
${URI} ${URI_REF} | Display a link to the record. URI: The link text is the word LINK or any other word specified. URI_REF: The link text is the display value of the record. | ${URI} Source: Click here to view the issue: ${URI} ${URI} Output: Click here to view the issue: LINK ${URI_REF} Source: Click here to view the inquiry ${URI_REF} ${URI_REF} Output: Click here to view the inquiry: INQ0005555 |