Event driven notifications allow you to automatically send emails based on an event that occurs in an object (i.e. creating, updating, closing, deleting, and changes in incident threshold values) so when that event occurs, an email notification is automatically sent to the assigned users. The table below illustrates which types of events can be used for each object:
Our use case example will demonstrate a notification email configured to be sent to the Incident Owner when an Internal Fraud type of incident is created or updated.
Note: Event driven notifications requires category, calculated field and notification template setup that should only be completed by a qualified administrator.
There are three steps the administrator must employ when enabling event driven notifications:
Event categories determine the object from which the event will occur. An event category has been created in the Categories section for all objects that use event driven notifications. Within the event categories are the category values, which determine what type of event will trigger the notification. There are pre-created category values that you can use, or you can create your own. For our use case, we will use the Create and Update category values within the Event - Control category, as shown below.
Note: For more information on how to view and create categories and category values, see Manage Categories.
Once you have set up the event categories and values, you must then configure the triggers to enable the events in the calculated fields screen.
Triggers are established by creating a calculated field for the object where the event will occur, selecting Event as the field name, then creating a rule definition that will trigger the event according to the specified criteria. Pre-created triggers for default create, update, delete and closed are available for incident and impacts.
For our use case, we have:
Created a calculated field for the Incident object type and set the field to "Event".
Note: Only one event can be created per object.
In the event, we created two rule definitions to trigger the event when an incident with the Incident Type of Internal Fraud field is created or updated.
Note: In the screenshot below, additional definitions have also been created to send a notification when a user deletes, closes, or surpasses a threshold limit.
Note: See the Calculated Fields section for more information on adding and configuring calculated fields.
After you create the event trigger, you must link a notification template to the calculated field events created in the previous step and assign roles to the user. You can use the pre-created notification templates or create your own custom template.
Created a batched notification template and associated it with the Create and Update events for an incident, with custom text in the email subsection for each event.
Selected the Incident Owner in the "To:" field for both the Create and Update events so users in this role will receive the notifications.
The Enabled check box is selected.
Result: When a user creates and/or updates an incident, a custom notification will be sent to the Incident Owner.
Note: You can also select the fields to be displayed in a notification email in the Notification Fields pane of the Email Subsection screen in the Notification Templates window.
Setup Notification Template and Link to Events