Now that you can use rich text content in your macros you can do some interesting things with notifications. One use case we came up with for our internal support is to provide System Alert notifications from an internal ticket. Each alert has a different severity so we wanted to demonstrate that using a colored header for the notification. We start by filling out an internal form that we use to capture alert information using custom fields.
Build an Alert Macro
If you use a form as a starting point, you may have some macros in place for your most common alerts. Create macros for each variation of the alert you need. Use placeholders as needed to pull relevant details into your message.
- Go to Admin > Macros
- Click Add macro
- Configure your macro (example below)
Note: You can add an image by dragging and dropping an image into the Rich content section of the Comment/description action. You will need to enable formatting options for agents for this to work. You'll also need to replace ID in the placeholder with the appropriate field ID.
Build an Email Target
We have our alerts go to a distribution group that includes everyone we need to notify. We use an email trigger to send updates to the distribution group.
- Go to Admin > Extensions
- Click Add target
- Click Email target
- Configure a target (example below)
Build a Trigger
A trigger is going to send your email out for you beyond your ticket requester and CCs.
- Go to Admin > Triggers
- Click on Add trigger
- Configure a trigger to send your latest public comment to the target you created (example below)
Note: I remove the alert tag from the ticket with the trigger. If I need to send an updated alert out with new information, I can run the macro again and the notification will be resent.
Review the Alert
Check the email address that is assigned in the trigger and you should see the system update shared.
Please sign in to leave a comment.