Notification

Notifications allow for the communication of significant events, updates, or alterations taking place within a workflow. It ensures that users remain well-informed and actively involved, thereby playing a role in enhancing the overall effectiveness of the workflow.

Figure: Workflow - Notification

Use Case

User Persona: Administrator

Solution

William at NovaTech raised a laptop issue. The incident auto-assigned to an IT agent without notifications, causing potential delays in awareness. This may result in waiting for a response and escalation to a senior IT specialist.

Sam, the Administrator, sets up a workflow to notify relevant resources, managers, and stakeholders of any changes to newly created, updated, resolved, pending, or on-hold incidents.

Example:

William raise an incident about the technical issue in his laptop.
The workflow triggers a notification to the assigned IT support agent that a new incident assigned.
The IT support agent investigates the issue. If additional expertise is needed, the issue might need escalation.
If escalation is required, a notification is sent to the senior IT specialist or relevant team. IT support agent requires assistance with incident investigation
The incident is resolved either by the initial IT support agent or with the assistance of the senior specialist.
A notification is sent to the William to inform them of the resolution. "Your reported incident (ID: XXX) has been successfully addressed. Please confirm"
The end user provides feedback, and the incident to be closed.
A notification is sent to the IT team to gather feedback from the end user. "Feedback Request: Please provide your thoughts on the resolution process for incident ID XXX."

Configure Notification

To configure Notification, perform the following steps:

From the Workflow canvas, drag and drop the Notification component in the Workflow Canvas.
The Notification component in the Workflow Canvas is displayed.

Figure: Notification
Double-click the Notification component.
The Notification section is displayed.
Figure: Notification
The Notification section comprises following tabs:

GENERAL

Enter the name of the notification you want to create this is used to share information, alerts, system application notifications, and updates and enter the brief description about the Notification template used for various business requirements.

NOTIFICATION

In the Notification Template, select the delivery medium. If Email is selected, the template is configured with a subject and email body. Select a predefined notification template from the list to send automated notifications, or select Manual to compose the notification at runtime.

Choose how the notification is defined:

Template: Select a predefined notification template to send the notification to the recipients.

Figure: Template
Manual: Configure the subject and email body directly.

Figure: Manual

Preview

The preview feature allows you to get a glimpse of the notification associated with the selected template, ensuring that it aligns with your intentions and expectations. It enables you to confirm the results before finalizing any modifications and before making them publicly accessible.

Figure: Preview

To view the notification preview for the selected medium, click here hyperlink

Figure: Notification Template - Preview

Recipient

Understanding and using these recipient sections appropriately help in effectively notifying the stakeholders. The recipient is divided mainly in two sections which are displayed based on the selected medium:

Figure: Notification - Recipient

To - The "To" field is used to specify the primary recipients of the notification. These are the individuals or groups that the sender expects to read and respond. Include the main recipients who are directly involved or expected to take action.

Cc - The "CC" field is used to include additional recipients who may be interested in the notification content. CC recipients are not the main addressees but are still receiving a copy for information. Inform others or keep them in the loop without making them the primary audience.

You can add the type of recipient based on the their groups configuration. The types of recipients are explained in the following table:

Type of Recipient	Description
Users	Type the name of the user you want to add as a recipient and select the name searched name from the result section. All the active users add in the application are displayed in this type of recipient. This recipient is selected, by default. Figure: User List Click usernames to display in the To section of the notification. Click (X) to delete the username from the recipient list.
Static Group	All the users configured in the Static Group created are displayed in this section based on the selected Application and Module.
User Attribute Group	All the users configured in the User Attribute Group created are displayed in this section based on your personalize.

Type of Recipient

Description

Users

Type the name of the user you want to add as a recipient and select the name searched name from the result section. All the active users add in the application are displayed in this type of recipient. This recipient is selected, by default.

Figure: User List

Click usernames to display in the To section of the notification.

Click (X) to delete the username from the recipient list.

Static Group

All the users configured in the Static Group created are displayed in this section based on the selected Application and Module.

User Attribute Group

All the users configured in the User Attribute Group created are displayed in this section based on your personalize.