Defining When Conditions

When conditions determine when Vector HelpDesk sends notifications. A when condition is a test. If an issue satisfies the test, Vector HelpDesk sends a notification for that issue. You typically use when conditions to:

    Test for updates of a given field. For example, a when condition can generate a notification when issues are reassigned (by testing if the Owner field has been updated).

    Test for updates by a specific user or by users in a specific group. For example, a when condition can generate a notification when anybody except a manager updates the Priority.

To edit the when conditions for a notification, use the When editor. Like the Query editor, the When editor allows you to combine multiple conditions with parentheses and the And and Or operators.

To open the When Editor:

Click graphics/bEdit.png beside the When field in the Notification editor.

Sending Notifications of Field Updates

To send a notification when someone edits a field, use the Update test.

To send Update notifications for a field, select the Maintain Revision History check box for that field (in the Field Editor).

Basing Notifications on Users

The Field Name list includes the macros <User> and <User in Group>. Use these macros together with = and <> to test who updated an issue. For example, the following condition sends a notification when any employee updates the Progress of an issue.

graphics/ProgressUpdate.png

Related Topics

About Notifications

What Can You Do With Notifications?

Editing Notification

Specifying Notification Recipients

Specifying Notification Contents

Managing Workflow with Notifications

Setting Up Notifications

Customizing the Format of Attachments

Attaching Custom Information

Adding Custom Mail Contents

Adding New Notification Reports