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A manager wants to be informed about all ticket activities that occur for Priority 2 issues pertaining to their department. The administrator adds the manager as a specific contact on selected types of activity notifications, such as Initial and Log Comment. With this implementation, the manager receives all selected activity notifications for the entire system.
In a high-volume department, such as technical support, the unwanted e-mail traffic could be significant. To control their mailbox, the manager must implement mailbox rules to filter the notifications and hope that nothing important is missed.
The administrator defines a site-defined condition macro that only notifies the manager when the Priority is set to 2 and the Request Area is set to Applications (manager's department). The new condition is specified in the notification rule and the manager is added as the contact. A message template is defined that describes the ticket activity and the rule is added to the activity notification.
The activity occurs when the priority of a ticket is set to 2 and the request area is set to Applications. When this activity happens, the rule is implemented and the condition is evaluated. If the condition evaluates to True, a notification message describing the ticket activity is sent to the manager. Unwanted notifications are no longer sent to the manager.
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