Overview

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.

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.

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