Implementing Policy › Notifications › Notification Rules › Configure Notfication Rules

Configure Notfication Rules

You can specify the following options when you define a notification rule:

• Default Notification Rule—You can specify a default notification rule that automatically notifies all contacts identified in the referenced field on the ticket. To view the list of default notification rules you can modify, select the Administration tab, Notifications, Notification Rules.
• Site-defined Condition Macro—You can implement a site-defined condition macro to create your own condition that only notifies specific contacts under certain circumstances. To create a condition macro from the Administration tab, select Events and Macros, Macro Types, and then Site-defined Condition on the Macro Type list.
• New Contacts—When you define a notification rule, you can identify new contacts to receive notifications on the following tabs:
  • Object Contacts—Displays the available organizations, vendors, and configuration items for the selected Object type that receives notification about tickets.
  • Contacts—Displays the individuals who are added to the notification rule, regardless of their affiliation with the ticket.
  • Contact Types—Displays the users who are defined within the notification rule with the same classification, such as analyst or customer.

  The Update button on each tab lets you search for new contact records to associate with the rule.

  Note: Before you implement a notification rule, you must configure the appropriate contacts for your business structure.

• Message Template—Every notification rule must contain a message template. You can define your own message template or specify one of the default message templates available on the Message Template list page. To view this page, select the Administration Tab, Notifications, Message Templates.
• Configuration Item Notifications—When you define a notification rule, you can identify the person responsible for maintaining a configuration item to receive notifications when a ticket is created.
• Previous Assignee Notifications—When you define an activity notification, you can specify values in the notification rule that notify the previous assignee or group when an event activity occurs.

More information:

How to Define the Business Structure

Example: Create a Message Template

Previous Assignee Notifications

Object Contact Notifications

Site-Defined Condition Macro Overview