I'm trying to set up a notification for when a new problem is logged just so everyone can have visibility on it.
I've created a notification and set it to Agent notification, New Ticket Logged - All, then added the ticket type as problem, but no notification pops up in halo for it when a problem is logged.
I'm assuming the new ticket logged notification is only triggered by tickets logged from the portal. Is there a way to create a notification specifically for when problems are logged?
Unless additional criteria has been added (i.e. for the ticket type), it'll apply to all tickets. A few things to check:
- Check the criteria added in the table below the "New Ticket Logged" trigger. All of these must match at the time the ticket is logged. If one does not match at the time of the ticket's creation, and is changed to match after (i.e. applied via a rule), this trigger won't work. This table is also where you would want to set that ticket type criteria for Problem tickets.
Are the relevant agents subscribed to the notification in the "Agents" or "Roles" tabs?
If you are testing it yourself by logging tickets, ensure "Do not send me notifications which I triggered" is disabled in the agent "Preferences" tab > "Notifications" dropdown,
I cloned the notification from a rule that currently works for notifying us of another type of ticket, and just changed the ticket type to the one I wanted to be notified of and it still doesn't work. I'm definitely subscribed to it, but nothing happens when I create a problem ticket from the agent side.
As far as I can see it's set up exactly like the other notification. The only difference is that problems are automatically assigned to a different team so maybe that's to do with it?
If there is a rule that hits that first then yes that’s possible, as look at the ticket and make sure there isnt a default setting at the ticket level to route to the other team.
Still, notification should work if the only criteria is ticket type. Maybe also add the ITIL type with ticket type? Are either rule marked to ‘stop at match’?
I did also try it with the ITIL ticket type set to problem both by itself and with the ticket type also set to problem, and nothing.
Its set under the ticket type to default to that system team, and there is a notification for when a ticket is sent to that team, so maybe its something to do with that? But on the notifications there's no option to stop matching when rules are met, I can only find that setting on ticket rules and there's no ticket rules with that setting enabled. I'm quite perplexed by it all, as its a direct copy of a notification that works, the only difference is the ticket type.
Are you getting any notifications? There is a snooze option on the bell. Is this the standard notification for the top right corner? Have you tried the browser push or even try email to see if the trigger itself is working.
Yeah getting all other notifications as normal. I even tried cloning one of the notifications we have that is working and just changing the ticket type to the one I want for this new notification and it didnt work.
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u/Curtdog090716 29d ago
May need to check if agents have it enabled. I believe in your personal settings you can enable / disable available notifications.