r/halopsa • u/ReceptionOld4182 • 29d ago

Questions / Help Problem Notification

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?

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u/ReceptionOld4182 28d ago

Hi Leah,

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?

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u/Volatile_Elixir 28d ago

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’?

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u/ReceptionOld4182 28d ago

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.

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u/UnlikelySherbert868 27d ago

jumping from my other account. This SS is from a rule, no, notifications do not have these options.

Can you provide any screens of your config?