Overview
  • 22 Aug 2024
  • 7 Minutes to read
  • PDF

Overview

  • PDF

Article summary

Templatize your updates, changes, and progress using Notification Designer!

Notification Designer is a designer tool used to create notification templates for a range of business needs. Notification templates are created to disseminate updates, alerts, and notifications from system applications. Notifications are created with a variety of design elements, including images, tables, source codes, languages, and more, for use across a range of communication mediums.

User Persona: Application Designer

Let’s get started on your new notification template! Following are the configuration steps:

General: Add a name & description that defines the purpose of the notification.

Medium: Notifications can be configured for mediums such as Email, SMS, Microsoft Teams, etc. Select the mediums of your choice and design the notification template.

Template: Design the notification template for the selected medium and complete the configuration.

Summary: Take a quick look at the configured notification template on the summary.

Use-Case


User Persona: Application Designer

Solution

NovaTech IT solutions has a requirement to send Notification through email to Requestor and Approver when a Service Request is Approved. The Notification Email should contain details about the SR (Service Request) such as SR ID, Communication Log. The end of the email should contain Signature.

To address this requirement, Sam the Application Designer will  design the notification template as described below, which addresses the requirement.

  1. According to the purpose, Notification Name and Description is defined as "Service Request Approved Notification: To Requestor and Approver".

  2. As per the requirement, Email is selected as the Medium of Notification.

  3. Select the Table that contains field details about the SR such as ID, and Communication Log.

  4. Drag and drop Approval Grid on the Email Body that contains the details about the Approval.

  5. Configure signature custom Notification Element that is used using drag and drop functionality.

The configured Notification Template is used according to the requirement.

Configured Notification Templated can be used in various languages, this localization helps to achieve the required customer satisfaction.

To configure Notification Template, refer to the following:

Configure Notification Redirection

Redirection of Notification feature can be used while testing of staging instances (like pre-production or other testing instances), the following JSON code must be updated in the app setting. Configuring this code will ensure that unnecessary notification emails are not sent to the recipients.

The following description is about re-directing all the notifications to specific users.

Prerequisites

  • Modules must be configured along with ModuleCode in the Platform

  • SMTP and SMS Notification Gateways must be configured

  • Notify To:  Email IDs/ Mobile Numbers/ Teams IDs must be mentioned and the details must be provided by the Customers.

Applicable Notification Channels: Email, SMS and MS Teams

Description of JSON Code sample in Notification Re-direction in the App Settings

In the following code sample, we are describing about the JSON structure and it is not recommended to change except keyword values as follows:
App:Debug, DefaultDebugToUser, DefaultDebugToPhoneNumber, Module, recipient, phoneNumber.

Project: zacme.RabbitMQ.Subscriber (appsettings)

"App:Debug": true,
"DefaultDebugToUser": "fredrick.norton@zacme.com;admin@zacme.com"
"DefaultDebugToPhoneNumber": "+9198xxxxxx10",
"NotificationDebugToByModuleAndOwner": [
 {
"module": "ITAM,ITSM,HRSM",
   "mediums": [
    {
     "type": "Email",
     "recipient": "admin@zacme.com"
    },
    {
     "type": "Teams",
     "teamChannel": "General",
     "teamName": "My Team",
     "recipient": "fredrick.norton@zacme.com"
     },
     {
      "type": "SMS",
      "phoneNumber": "+91+9187xxxxxx10"
     }
    ]
   },

{
"module": "CMDB",
   "mediums": [
    {
     "type": "Email",
     "recipient": "user@acme.com;admin@zacme.com"
    },
    {
    "type": "Teams",
    "teamChannel": "General",
    "teamName": "My Team",
    "recipient": "fredrick.norton@zacme.com"
    },
    {
    "type": "SMS",
    "phoneNumber": "+9187xxxxxx10"
    }
   ]
  }
],

Here's a breakdown of the configuration settings:

  1. Project: Zacme.RabbitMQ.Subscriber
    This specific configuration is a service that subscribes to messages from a RabbitMQ message queue in app settings for an organization like Zacme.

  2. "App:Debug": true,

    This setting indicates that the application is currently in debug mode. Turning on debug mode will enable certain test features, or alter the application's behavior for development purposes.

  3. "DefaultDebugToUser": “fredrick.norton@zacme.com;admin@zacme.com;”
    This is a list of email address of the default users to which the notifications will be re-directed, only if nothing is defined in the "recipient": "" of Module and Owner. Which is in the following array.
    "NotificationDebugToByModuleAndOwner": […]

    "DefaultDebugToPhoneNumber": "+9198xxxxxx10",

    Similarly, this is default phone number to which the notifications will be re-directed. That is if "phoneNumber": "" is not defined in the above defined array.

    Note

    If nothing is defined in the array, it will fallback to the DebugDebugToUser and DefaultDebugToPhoneNumber.

  4. "NotificationDebugToByModuleAndOwner": [...]

    This is an array of configurations that comprise of modules and mediums. That direct the notification within the application for each Module. Each object in this array mentions the module code, the medium  of notification, and the recipients.

  5. "Module": "ITAM,ITSM,SRM"
    Each Module is represented using the Module Code in the Application and once defined on the Platform it cannot be changed. Hence any changes to Application Name this code is not affected.
    Example: "ITAM,ITSM,SRM" and "CMDB".  

    Where to find this?

    The details are obtained from the Platform Studio.

    For the navigation steps, refer to the following:

    1. Log in as Super Admin.

    2. Navigate to Platform Studio > Module.

    3. Select Application and Module.

    4. Obtain ModuleCode from the configuration screen.

  6. "Medium": [

    {
    "type": "Email"
    "recipient":"fredrick@zacme.com" (example: "sandra@zacme.com;william@zacme.com")
    },

    {
    "type": "SMS"

    "phoneNumber": "+9187xxxxxx10"

    },

    {

    "type": "Teams",

    "teamChannel": "General",

    "teamName": "My Team",

    "recipient": "fredrick.norton@zacme.com"

    }

    ]


    Medium enclosed in square brackets can comprise array of notification channels such as Email, SMS, and MS Teams. Along with the re-direction details such as Email, Phone number and Teams Channel etc.  

    Based on the specified details or addresses the notification will be re-directed.

    1. If it is of "type": "Email" then all the notifications will be re-directed to the mentioned "recipient".

    2. If it is of "type": "SMS" then all the notifications will be re-directed to the mentioned "phoneNumber".

    3. If it is of "type": "Teams" then all the notifications will be re-directed to the specified teamChannel, teamName, and recipient.

Similarly, this can be repeated for multiple Module sets.

Note

If the details are not mentioned in the NotifcationDebugToByModuleAndOwner then the details provided in "DefaultDebugToUser" and "DefaultDebugToPhoneNumber" will be considered.

Validation of Notification Redirection

Let’s validate re-direct notification recipients against the recipients selected on Send Email Form Action.

To achieve this, perform the following steps:

  1. Configure a Notification Template in the Notification Designer under SRM Module.
    Let’s assume the configured template is as follows:
    Notification Template: Service Request transferred: to Workgroup

    Figure: Notification Template in SRM Module

  2. Select the recipients and the configured template in the dropdown on Send Email Form Action in a SR.
    In the following example recipient is selected from the search in To list and Notification Template is selected from the dropdown:
    To: David Gracia
    Notification Template: Service Request transferred: to Workgroup

    Figure: Send Email

  3. In the App Settings the following is configured.

    "App:Debug": true,
    "DefaultDebugToUser": "fredrick.norton@zacme.com;"
    "DefaultDebugToPhoneNumber": "+9198xxxxxx10",
    "NotificationDebugToByModuleAndOwner": [
     {
    "module": "SRM",
       "mediums": [
        {
         "type": "Email",
         "recipient": "sandra@zacme.com;wiliam@zacme.com;admin@zacme.com"
        }
      ]
     }
    ]
  4. The final email will contain recipients that are configured in the app settings and not those selected in Send Email Form Action.

    Figure: Email configured with App Setting

    Note

    This is applicable for all the Notification Templates selected across the Application where ever application like Send Email, Business Rule, Scheduler, or Workflow. It will consider only appsettings details not the selected To recipient on the UI for Email, SMS and MS Teams Channel.

Frequently Asked Questions

Disabling Notifications

Q. How can Apex system notifications be turned off for all users?

A. No, Notifications cannot be turned off, but it can be redirected.

Q. How can notifications for specific Apex modules be disabled?

A. No, Notifications cannot be disabled, but it can be redirected.

Q. Will disabled notifications still be logged in the notification history?

A. No, disable notification functionality is not available, but it can be redirected. Refer the following section.

If Debug to Recipient is available and email sent successfully, then it will be available in communication history of UI.


Redirecting Notifications

Q. How can Apex module notifications be sent to particular email addresses or distribution lists?

A. Based on the Debug To settings as NotificationDebugToByModuleAndOwner, here we have to set all Available modules config. If any module is not available in settings, then it will go through DefaultDebugToUser.

Q. How can all Apex notifications be forwarded to specific email addresses or distribution lists?

A. We need to Enable the Debug To as True: "App:Debug": true, and if we need specific recipient, we need configure according to the below settings.

  • Specify the DefaultDebugToUser and DefaultDebugToPhoneNumber value to blank as below and do not mentioned required module inside “NotificationDebugToByModuleAndOwner: “

    • "DefaultDebugToUser": “”

    • "DefaultDebugToPhoneNumber": "“

  • We can set multiple email addresses with semicolon(;) separate and for SMS multiple mobile number with comma(,) separator on DefaultDebugToUser and DefaultDebugToPhoneNumber


Was this article helpful?

What's Next
Changing your password will log you out immediately. Use the new password to log back in.
First name must have atleast 2 characters. Numbers and special characters are not allowed.
Last name must have atleast 1 characters. Numbers and special characters are not allowed.
Enter a valid email
Enter a valid password
Your profile has been successfully updated.