Itop 3.2 Mail Notifications

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Triggers

Triggers define when notifications have to be sent. Example: when a ticket reaches the state “assigned”.

Create Triggers

• Go to Configuration > Notifications > Triggers

• The below are the Default triggers:

1. Person mentioned on Ticket
2. Person mentioned on User

• In the right corner, click on plus icon to create a new trigger

New triggers

Trigger when a Request is assigned

Trigger (on entering a state)
Description:  Trigger when a Request is assigned 
Target class:  User Request 
State: assigned 
Subscription policy: Allow complete unsubscription 

Trigger when a Request is closed

Trigger (on entering a state)
Description:  Trigger when a Request is closed
Target class:  User Request
State: closed
Subscription policy: Allow complete unsubscription 

Trigger when a Request is created

Trigger (on object creation)
Description:  Trigger when a Request is created
Target class:  User Request
Subscription policy: Allow complete unsubscription

Trigger when a Request is resolved

Trigger (on entering a state)
Description:  Trigger when a Request is resolved
Target class:  User Request
State: resolved
Subscription policy: Allow complete unsubscription 

Trigger when log update from the portal

Trigger (when updated from the portal)
Description: Trigger when log update from the portal 
Target class: User Request
Subscription policy: Allow complete unsubscription

Download Send updates by email extension

This extension allows to send an email when updating the case log (either the public log or private log) of a Ticket. Email reply works with any type of Ticket.

• Go to iTop Hub > Get extensions from iTop Hub

NOTE: We need to register our iTop instance to download the extension

• Give the username and password

• Search for the extension

• On the extension page, on the right side, click on shop kart icon to download the extension

• follow the on-screen steps to install the extension

• once installed, we can find the extension in the following path:

iTop Hub > Deployed extensions

• The extension comes with the following trigger:

1. User Request public log update

• create another trigger for private log update

• User Request private log update

Description:  User Request private log update 
Target class:  User Request 
Context: Console
Log attribute code:  private_log

Reference: https://www.itophub.io/wiki/page?id=extensions:installation

Email Actions

Actions define what will be done. In the current version of iTop, the only available kind of action consist in sending an email.

• Go to Configuration > Notifications > Email actions

• In the right corner, click on plus icon to create a new action

New Mail actions

Notification to the agent when assigned

• This mail action sends the mail when a user is assigned to a ticket (user request).
• This mail goes to the following:

1. The agent who is assigned
2. The caller who raised the request
3. The persons who are included in the <mail-id> tag
4. The contacts of a service
5. The team member (team lead) of a team
6. The contacts of the request

Name: Notification to the agent when assigned
Status: In production
Subject: The ticket $this->ref$ has been assigned to this agent 
Body: 
The ticket $this->name()$ has been assigned to the agent: $this->agent_id >friendlyname$
Title: $this->title$ 
Description: $this->description$ 
Related Triggers: Trigger when a Request is assigned
From (email): <mail-id>
Ignore the Notify flag: Yes
To: SELECT Person WHERE id = :this->agent_id OR id = :this->caller_id
Cc:
SELECT Contact AS C
JOIN lnkContactToService AS L ON L.contact_id = C.id
WHERE L.service_id = :this->service_id
UNION
SELECT Contact WHERE email = '<mail-id>'
UNION
SELECT Contact WHERE email = '<mail-id>'
UNION
SELECT Contact WHERE email = '<mail-id>'
UNION
SELECT Contact WHERE email = '<mail-id>' AND :this->team_id = '<team-id>'
UNION
SELECT c
FROM Contact AS c
JOIN lnkContactToTicket AS l ON l.contact_id = c.id
JOIN UserRequest AS ur ON l.ticket_id = ur.id
WHERE ur.ref =:this->ref

Notification to the agent when closed

• This mail action sends the mail when the ticket (user request) is closed
• This mail goes to the following:

1. The agent who is assigned
2. The caller who raised the request
3. The persons who are included in the <mail-id> tag
4. The contacts of a service
5. The team member (team lead) of a team
6. The contacts of the request

Name:  Notification to the Agent when Closed 
Status: In production
Subject:  The ticket $this->ref$ has been Closed. 
Body:
The ticket $this->name()$ has been Closed. 
Title: $this->title$
Description: $this->description$
Related Triggers: Trigger when a Request is closed
From (email): <mail-id>
Ignore the Notify flag: Yes
To:
SELECT Person WHERE id = :this->agent_id OR id = :this->caller_id
Cc:
SELECT Contact AS C
JOIN lnkContactToService AS L ON L.contact_id = C.id
WHERE L.service_id = :this->service_id
UNION
SELECT Contact WHERE email = '<mail-id>'
UNION
SELECT Contact WHERE email = '<mail-id>' AND :this->team_id = '<team-id>'
UNION
SELECT c
FROM Contact AS c
JOIN lnkContactToTicket AS l ON l.contact_id = c.id
JOIN UserRequest AS ur ON l.ticket_id = ur.id
WHERE ur.ref =:this->ref

Notification to the Agent when Created

• This mail action sends the mail when a new ticket (user request) is created.
• This mail goes to the following:

1. The caller who raised the ticket
2. The persons who are included in the <mail-id> tag
3. The contacts of a service
4. The team member (team lead) of a team
5. The contacts of the request

Name: Notification to the Agent when Created
Status: In production
Subject: The ticket $this->ref$ has been created 
Body:
The ticket $this->name()$ has been created. 
Title: $this->title$
Description: $this->description$ 
Related Triggers: Trigger when a Request is created
From (email): <mail-id>
To:
SELECT Person WHERE id = :this->agent_id OR id = :this->caller_id
Cc:
SELECT Contact AS C
JOIN lnkContactToService AS L ON L.contact_id = C.id
WHERE L.service_id = :this->service_id
UNION
SELECT Contact WHERE email = '<mail-id>'
UNION
SELECT Contact WHERE email = '<mail-id>'
UNION
SELECT Contact WHERE email = '<mail-id>'
UNION
SELECT Contact WHERE email = '<mail-id>' AND :this->team_id = '<team-id>'
UNION
SELECT c
FROM Contact AS c
JOIN lnkContactToTicket AS l ON l.contact_id = c.id
JOIN UserRequest AS ur ON l.ticket_id = ur.id
WHERE ur.ref =:this->ref

Notification to the Agent when resolved

• This mail action sends the mail when a ticket (user request) is resolved.
• This mail goes to the following:

1. The agent who is assigned
2. The caller who raised the ticket
3. The persons who are included in the <mail-id> tag
4. The contacts of a service
5. The team member (team lead) of a team
6. The contacts of the request

Name: Notification to the Agent when resolved 
Status: In production
Subject:  The ticket $this->ref$ has been resolved
Body:
The ticket $this->name()$ has been resolved.
Title: $this->title$ 
Description: $this->description$
Related Triggers: Trigger when a Request is resolved
From (email): <mail-id>
Ignore the Notify flag:  Yes
To:
SELECT Person WHERE id = :this->agent_id OR id = :this->caller_id
Cc:
SELECT Contact AS C
JOIN lnkContactToService AS L ON L.contact_id = C.id
WHERE L.service_id = :this->service_id
UNION
SELECT Contact WHERE email = '<mail-id>'
UNION
SELECT Contact WHERE email = '<mail-id>' AND :this->team_id = '<team-id>'
UNION
SELECT c
FROM Contact AS c
JOIN lnkContactToTicket AS l ON l.contact_id = c.id
JOIN UserRequest AS ur ON l.ticket_id = ur.id
WHERE ur.ref =:this->ref

Notification when Private log updated

• This mail action sends the mail when the agent updates in the private log.
• This mail goes to the following:

1. The agent and his/her team
2. The persons who are included in the <mail-id> tag
3. The contacts of the request with selected Mail domains

Name:  Notification when Private log updated 
Status: In production
Subject: Ticket updated by $current_contact->friendlyname$
Body:
Hello,
The ticket $this->ref$ has been updated by **$current_contact->friendlyname$** ($current_contact->email$).
**Update Summary:**
$this->head(private_log)$ 
Related Trigger: User Request private log update
From (email): <mail-id>
Ignore the Notify flag:  Yes
To:
SELECT Team WHERE id = :this->team_id
Cc:
SELECT Contact WHERE email = '<mail-id>'
UNION
SELECT c
FROM Contact AS c
JOIN lnkContactToTicket AS l ON l.contact_id = c.id
JOIN UserRequest AS ur ON l.ticket_id = ur.id
WHERE ur.ref = :this->ref
AND (c.email LIKE '%@<domain>' OR c.email LIKE '%@<domain>')

NOTE: In the body field, Select Insert Code Block (<> icon), then select HTML and inside HTML block enter $this->head(private_log)$ to display the line breaks correctly.

Notification when Public log updated

• This mail action sends the mail when the agent updates the public log.
• This mail goes to the following:

1. The agent who is assigned
2. The caller who raised the ticket
3. The persons who are included in the <mail-id> tag
4. The contacts of a service
5. The team member (team lead) of a team
6. The contacts of the request

Name: Notification when Public log updated
Status: In production
Subject: Ticket $this->ref$ updated by $current_contact->friendlyname$
Body:
Hello,
The ticket $this->ref$ has been updated by **$current_contact->friendlyname$** ($current_contact->email$).
**Update Summary:**
$this->head(public_log)$ 
Related Triggers: User Request public log update
From (email): <mail-id>
Ignore the Notify flag: Yes
To
SELECT Person WHERE id = :this->caller_id OR id = :this->agent_id
Cc
SELECT Contact AS C
JOIN lnkContactToService AS L ON L.contact_id = C.id
WHERE L.service_id = :this->service_id
UNION
SELECT Contact WHERE email = '<Mail-id>'
UNION
SELECT Contact WHERE email = '<mail-id>' AND :this->team_id = '<team-id>'
UNION
SELECT c
FROM Contact AS c
JOIN lnkContactToTicket AS l ON l.contact_id = c.id
JOIN UserRequest AS ur ON l.ticket_id = ur.id
WHERE ur.ref =:this->ref

NOTE: In the body field, Select Insert Code Block (<> icon), then select HTML and inside HTML block enter $this->head(private_log)$ to display the line breaks correctly.

Notification When Public log updated from Portal

• This mail action sends the mail when the caller updates the ticket (user request) from the portal.
• This mail goes to the following:

1. The agent who is assigned
2. The caller who raised the ticket
3. The persons who are included in the <mail-id> tag
4. The contacts of a service
5. The team member (team lead) of a team
6. The contacts of the request

Name: Notification When Public log updated from Portal
Status: In production
Subject: Ticket updated (via Portal) 
Body:
Hello,
The ticket $this->ref$ has been updated. See the latest update below:
Update Summary:
$this->head(public_log)$ 
Related Triggers: Trigger when log update from the portal
From (email): <mail-id>
Ignore the Notify flag: Yes
To:
SELECT Person WHERE id = :this->caller_id OR id = :this->agent_id
Cc:
SELECT Contact AS C
JOIN lnkContactToService AS L ON L.contact_id = C.id
WHERE L.service_id = :this->service_id
UNION
SELECT Contact WHERE email = '<mail-id>'
UNION
SELECT Contact WHERE email = '<mail-id>' AND :this->team_id = '<team-id>'
UNION
SELECT c
FROM Contact AS c
JOIN lnkContactToTicket AS l ON l.contact_id = c.id
JOIN UserRequest AS ur ON l.ticket_id = ur.id
WHERE ur.ref =:this->ref

NOTE: In the body field, Select Insert Code Block (<> icon), then select HTML and inside HTML block enter $this->head(private_log)$ to display the line breaks correctly.

Reference: https://www.itophub.io/wiki/page?id=latest:admin:notifications