An individual with any permission level may enter a ticket (Standard User, LA, GA), but notifications for new tickets can be sent only to admin (LA or GA) users.
The following conditions are required for New Ticket Notifications to be sent:
- Individual Profile
- Notification Toggle must be set to ON
- LA: If the individual is a Local Admin, LA-assigned location must match the ticket location
- Incident Tracking Settings
- Notification Delivery: must be “Immediately”, Immediately and 2 days”, or “Immediately, 2 days, and 5 days” (not “None”)
- Error Category: User must be selected within the Notify Users portion within Category
- Error Category: Ticket Type must be selected within Category
- Ticket
- LA only: Ticket location must align with LA-assigned locations (1b)
- Ticket Status is New Entry, Reviewed, or Investigate; once a ticket is in resolved or closed status, no new ticket notification is sent.
Factors Influencing Notifications
| Factor | Module | Factors/Settings that impact Incident Tracking notifications | Setting Value | Description |
| 1a | Core | Individual Profile | Email Notification Toggle=ON (displays red) | Notification generated if all other conditions met |
| 1b | Core | Individual Profile (LA only) | LA-assigned location(s) selected for INCIDENT TRACKING MANAGED LOCATIONS must match ticket location(s) | Notification sent to LA if other conditions met, sent to GA regardless of ticket location if other conditions met |
| 2a | IT | Incident Tracking Settings | Other Options>Notification Delivery=Immediately | Notification generated if all other conditions met within few minutes |
| IT | Incident Tracking Settings | Other Options>Notification Delivery=Immediately and 2 days | Notification generated if all other conditions met within few minutes and in batch cycle on business day 2 | |
| IT | Incident Tracking Settings | Other Options>Notification Delivery=Immediately, 2 days and 5 days later | Notification generated if all other conditions met within few minutes and in batch cycle on business day 2 and in batch cycle on business day 5 | |
| 2b | IT | Incident Tracking Settings | Error Category>Notify Users> Individual User Selected (limited to GA or LA) | Notification generated if all other conditions met - must be set for each Category |
| 2c | IT | Incident Tracking Settings | Error Category>Ticket Type> Ticket Type Selected | Category and notification options apply to the ticket type as selected on Category if all other conditions are met - must be set for each Category |
| 3a | IT | Ticket Location | Ticket Location must match to LA-assigned area on LA Profile for Incident Tracking | Notification to LA user if other conditions met |
| 3b | IT | Ticket Status | Ticket Status=New Entry, Reviewed, Investigated | Notification to LA/GA User if other conditions met |
Email Notification Descriptions
| Email Subject Line | Notification Settings (Days=Business Days) | Contextual Line at End of Email |
| Incident Tracking Ticket to Review (New Entry) |
Immediately Immediately, and 2 Days Immediately, 2 Days, and 5 Days |
This is a new ticket. |
| Incident Tracking Ticket to Review (Day 2 Alert) |
Immediately, and 2 Days Immediately, 2 Days, and 5 Days |
This ticket is more than 2 days old and not yet resolved or closed. |
| Incident Tracking Ticket to Review (Day 5 Alert) | Immediately, 2 Days, and 5 Days | This ticket is more than 5 days old and not yet resolved or closed. |
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