Overview
Notifications are important to the University of Alaska Enterprise Service Management (ESM) system because they enable people to keep up with work progress via email delivery. Application Administrators (App Admins) can configure notification templates that customizes email content for their application. This allows for administrators to notify others with useful information in a format that aligns with the organization's brand.
Customized notification templates can be configured and enabled or disabled for individual ticketing applications. This action can be performed by a ticketing application's administrator. If the notification templates are not customized, and activated, than the default content will be used.
Important
Information within
Notification Templates should be generalized information that should be included in all communication with target audience such as ticket number, title, link, etc. Information that is specific to a particular kind of ticket should be added to a
Response Template, which can be thought of as a type of canned response. Review the
Get Started with Response Templates KB article for additional information on
Response Templates.
Available Templates
Notification templates are action-based, meaning the template used depends on the action taken on the ticket.
Most templates have both a requestor and a Ticketing app user version. For templates that have both versions, the system determines which to send based on the recipient's relationship to the ticket.
The following notification templates are available for Ticketing applications:
| Template Name |
Versions Available |
Notes |
| Ticket Created |
Requestor & Ticketing User |
|
| Ticket Updated |
Requestor & Ticketing User |
Triggered by a change in the ticket's status (e.g. from New to In Process). |
| Ticket Moved |
Ticketing User |
|
| Ticket Comment Added |
Requestor & Ticketing User |
|
| Ticket Task Comment Added |
Requestor & Ticketing User |
|
| Ticket Task Updated |
Requestor & Ticketing User |
Triggered by a change to the task's overall percent complete (e.g. 0% to 20%). |
| Ticket Workflow Step Assignment |
Ticketing User |
|
| Ticket Workflow Step Reminder |
Ticketing User |
|
| Ticket Service Level Agreement (SLA) Warning |
Requestor & Ticketing User |
|
| Ticket Service Level Agreement (SLA) Violation |
Requestor & Ticketing User |
|
Template Selection Criteria
Notification templates can be configured for each Ticketing Application so that email notifications for specific ticketing actions can be customized. For those actions with discrete requestor and ticketing user versions of a template. Below is a description of how the system chooses which version of the template to send to each user.
The individual will receive the Ticketing User template if any of the following are true:
- They are the ticket reviewer.
- They are the responsible resource for the ticket.
- They are the responsible resource for a ticket task on the ticket.
- They are the creator, requestor, or a contact on the ticket, AND they have access to the ticketing application.
Otherwise, the individual will receive the Requestor template. This will apply when:
- They do not have access to the ticketing application AND they are the creator, requestor, or a contact on the ticket.
- The individual is notified via the Notify Other People or Notify Other Email Addresses fields.
Next Steps
The following articles will guide App Admins through the process of editing ESM Notification Template(s), and when ready enabling their use.
Need additional help or have issues
For support, requests may be submitted anytime using the appropriate Enterprise Service Management form. Requests generate a Ticket which will be worked in order received and urgency by IT Employees with the knowledge and permissions to assist with the request.
For immediate assistance please review the Contact Us page for the appropriate support group.