Implementing Policy › Notifications › Notification Rules › Example Default Notification Rules › Example: Use the Request Priority 1 Rule

Example: Use the Request Priority 1 Rule

The notification rules provide flexibility to the end user if they want to receive a notification for a request with priority 1. The Request Priority 1 rule runs if the ticket type is a request and if the priority is set to 1. This notification is sent only when the condition attached to the rule is evaluated as true and when the message template attached to the rule is used.

Note: You can modify the condition and message template of a Notification Rule by opening the rule and modifying the Condition field with a macro. For more information about modifying conditions, see the Online Help.

The product also contains default Notification Rules named "Incident Priority 1" and "Problem Priority 1". The major differences between these rules and Request Priority 1 are conditions for the ticket types. For example, Request Priority 1 has the condition with a sequence "20" attached to it which limits the notification rule only to Requests

By default, no Object Contact or Contact or Contact Types are attached to the rule. The "Auto Notification" field on the Message Template attached to the rule is also set to No by default. To send a notification, you must add an Object Contact or Contact, or Contact Type to the rule and the Auto Notification field on the Message Template should be changed to Yes.

Example: Configure a rule to send a notification only for Requests with Priority set to 1

The rule should be connected to both the Initial and Escalate Activity Notifications. This helps ensure that the notification is received for a new priority 1 Request and that a Request is escalated to a priority 1.

1. Verify that either the default rule attached to the Initial and Escalate activity notification is either removed or the Auto Notification option is set to No.

   This prevents the notification from being sent out for these default rules.

2. Open the Request Priority 1 rule.
3. Add an Object Contact or a Contact or a Contact Type to the rule.
4. Click Message Template and select the Auto Notification option.
5. Attach the Request Priority 1 rule to the Initial and Escalate activity notifications.
6. Do the following:
   • Create a new request and set the priority to 1.

     Verify that the user receives the notification.

   • Create a new request and set the priority to a different priority, such as 2.

     Verify that the user does not receive the notification.