What Can You Do With Notifications?
You can send notifications to specific users or contacts, or to the current owner, the previous owner,
or the contact (the person who reported the issue).
To trigger notifications, use simple when conditions that test for changes
to an issue:
When an issue is reassigned, you can use the <Owner> and <Previous
Owner> to send notifications to both the new and the previous owner.
Send Notification To:
<Owner>;<Previous Owner>
When:
Owner Update
The when condition in this example tests for updates to the Owner field.
You can use the Update test to send a notification when a field is updated.
When:
Priority Update AND
Revision Number > 1
In this when condition, the Update test checks for changes to the Priority
field.
Testing the Revision Number allows you to distinguish between new issues
and existing issues that have had their priority changed. Without the Revision
Number > 1 test, a Priority Updated notification would be generated each time someone sets the
Priority when they submit a new issue.
You can send a notification when the priority of an issue is changed to ASAP. To do this, use a when condition
that looks like this:
When:
Priority Update AND
Priority = ASAP
This when condition sends a notification when Priority is changed. Without
the test, a notification would be sent every time an issue with the specified Priority
is saved.
Each issue has a revision number that increases by one each time it is saved. When an issue is first submitted,
this revision number is set to 1, so you can test the revision number to find new issues. For example:
When:
Revision Number = 1 AND
Submitted Date = <Today> AND
Priority = ASAP OR Priority = Today
This when condition looks for new issues submitted today with the highest priorities.
If employees mark the issues they reported as Dropped or Resolved,
you can notify the owner of the issue using this test:
Send Notification To:
<Owner>
When:
<User in Group> = Employees AND
Progress Update
The <User in Group> macro allows you to test for user group membership.
You can use the <Contact> macro to notify the submitter when an issues
is resolved, or dropped. For example:
Send Notification To:
<Contact>
When:
Progress Update AND
( Progress = Resolved OR
Progress = Dropped )
To send an e-mail with a different subject for each possible case (for example, Issue
resolved, and Issue dropped), define a separate notification for
each Progress value.
Related Topics
About
Notifications
Editing
Notifications
Specifying
Notification Recipients
Defining
When Conditions
Specifying
Notification Contents
Managing
Workflow with Notifications
Setting
Up Notifications