What is a trigger
A trigger notifies users when specific events occur, such as when a maintenance request is raised.
How do I set up a trigger for a request
Go to the Configure Portal and edit the desired request.
Go to Triggers and click Add Trigger.
Select a specific event. For example, if an alert should be sent out when an issue is identified, then select "On Submitted With Validation Errors".
Choose a notification type in the Activity drop-down. Activity options vary for every trigger event.
Send Notification - A system notification will be generated and sent out.
Send Webhook - The event data will be sent to the attached URL.
Send Email - A email notification will be generated and sent out.
Update Progress State - The system will update the progress state automatically.
š”The progress states must be created first.
Update Priority Level - The system will update the priority level automatically.
š”Make sure priorities are enabled and an initial priority is selected for the request.
Specify who should be notified about this event.
Users with access to the request - People are assigned this request.
User with the role - People who have specific roles.
User with the responsibility - People who are assigned specific responsibilities.
User with the role and responsibility - People who are assigned both specific roles and selected responsibilities.
Who raised the event - People who raised this ticket.
Below options are available for email notifications only:
Specified email addresses - Email notifications will be sent to selected email addresses.
Send email to Contractor - Email notifications will be sent to contractors.
An email template must be chosen on the Send Email option.
Email Templates | Examples |
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This email notification can also be sent to external parties by adding their email addresses.
When triggers are configured, any occurring event will automatically trigger the next-step activity.
Understand the most commonly used triggers
Triggers | Meaning | Examples |
On Created | A request is raised | Managers are notified of new tickets and are able to assign the tasks. |
On Progressed | A request is progressed | Ticket raisers are notified when the ticket is being handled. |
On Progress State Changed | The progress state is changed to a specific state | Managers receive notification when the progress state is changed to "Awaiting Contractors". |
On Overdue | A request is overdue | Maintenance team is notified of overdue requests. |
On Submitted With Validation Errors | Issues are identified in the submitted ticket | Relevant users are notified of validation errors so necessary actions can be taken timely. |
On Submitted with Response | A specific response is provided to a selected question. | Managers are notified of specific serious issues. |
On Users Delegated | This request is assigned to a user | Delegated users are notified of the tasks they receive. |
On Contractor Assigned | This request is assigned to a contractor | Contractors are notified of the tasks they receive. |
PDF Generated | A PDF report on this request is generated | Managers receive PDF reports to review the issues and actions for a closed ticket. |
ā ļøPlease note
Validations must be set up for validation-errorārelated events to function.
š”Did you know...?
You can manage your notification in the monitor portal by clicking on your name and selecting Manage Notifications.
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