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.
💡The progress states must be created first.
Update Priority Level - The system will update the priority level automatically.
💡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. |
⚠️Please note
Validations must be set up for validation-error–related events to function.
💡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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