Customizing Notifications

Sending Notifications Via iSupport Rules

For iSupport’s Asset, CMDB, Service Contract, Alert, and Approval functionality, you enable notifications, designate recipients, and schedule agents to send notifications in the screen in which you configure features.

For iSupport’s Customer, Incident, Problem, Change, Opportunity, Purchasing, Email, Discussion Post, and Knowledge functionality, notifications are configured and sent via rules that will perform actions when specified conditions are met. The  Custom Notification screen can be accessed in all of these configuration screens for viewing and defining notification content. Display and copy notifications via the Default subtab; create new custom notifications via the Custom subtab. The notification reply-to address is specified in the Core Settings |  Email |  Default Outbound Email Settings screen. Use the Options and Tools | Administer | Notification Queue screen to display all unsent notifications.

Recipients can include both support representatives and customers, and the default notification text is different for each. Support representative notifications (designated as "Rep") typically contain customer details, the priority, the assignee, the URL to Desktop incident, and the URL to Mobile incident. Customer default notifications (designated as "Cust") typically contain a link to the record on the mySupport portal; this link will go to the URL specified in the mySupport Portals Configuration screen. All default notifications include "[iSupport]" preceding the subject text, but you can remove that text by creating a custom notification.  See Notification Recipients for information on recipient options.

Name

Enter a name for the custom notification.

Delivery Priority

Select the priority level to assign to the email:

High

Normal

Low

Design Template

If desired, select the design template with the elements (text and images) to appear around the body of the correspondence template and support representative signature (if applicable). You can click the Create New and View/Edit icons to access the Design Template screen.

Subject

 

Notification Message

In the Subject field, enter the subject line for the email notification.

On the Body tab, enter the body of the email notification. You can click the Notification Message link to display a larger window for entry.

In both fields, you can use the Include Field link to add field values from the record. The field will be included in brackets, and the field data will be inserted into the email when it is generated. (If data does not exist for a required field, nothing will be inserted; the field area will be blank.)

You can add append :label:string to the <URL to x> include fields so the link displays as linked text rather than the full URL. The <Rep URL to Read Online> and <mySupport URL to Read Online> include fields will include a link for viewing the email on the web (typically for customers who aren't able to see an email properly rendered with linked images via their mail client).

SMS Text

Enter the text to be sent when a rule using the Notify - SMS action is met. Note that if this field is blank or if it is a default notification, the text in the Subject field will be used.

If sending to a support representative, the message will be sent to the following in their Support Representative record: if Twilio integration is configured, the number in the Mobile field; if Twilio is not configured, the address in the Alt Email field; if that is unavailable, the address in the Email field.

If sending to a customer, the message will be sent to the following in their Customer Profile record: if Twilio integration is configured, the number in the Mobile field; if Twilio is not configured, the SMS email from mySupport (email to text); if that is unavailable, the address in the Email field.

Include Attachment(s) from <record type>

For all modules except Asset, CMDB, Discussion Posts, and Alerts, select this checkbox to associate any attachments from the referenced work item type to the notification when it is sent.

Attachments

Use the Attachments tab to attach a file to be sent with the notification.