Administration › Notifications › Create an Activity Notification

Create an Activity Notification

Associate the activity with a notification. When the activity takes place, the associated notification is sent to the selected contacts.

Note: If multi-tenancy is installed, select the appropriate tenant from the drop-down list. The public (shared) option creates the object for all tenants. You cannot maintain different Manual Notify activity notifications per tenant, or copy a Manual Notify activity notification.

Follow these steps:

1. Select Notifications, Activity Notifications from the Administration tab.

   The Activity Notification List page opens.

2. Click Create New.

   The Create New Activity Notification page opens.

3. Complete the following fields:

   Symbol

   Defines a unique identifier for this activity notification.

   Code

   Defines an internal code for the activity notification.

   Activity Valid for

   Specifies the object to which this activity applies.

4. Click Save & Continue.

   The Update Activity Notification page opens.

5. Complete the following fields:

   Internal

   Specifies if the activity notification is available only to internal employees or visible to end users.

   Record Status

   Defines if the activity notification is active or inactive. Set the status to active to use the activity association.

   Related Ticket Activity

   Specifies if the activity log on a ticket is propagated to all related tickets. The activity log propagation is only valid for related incidents, problems, and change orders.

   Note: If you use multi-tenancy, do the following actions:

   • Specify the appropriate tenant type from the Related Ticket Activity drop-down list.
   • Enter the name of the tenant in the tenant field, or click the search icon to search for a tenant.

   Object Type

   Specifies the name of the object to which the activity applies.

6. Select the Notification Rules tab and click Update Notification Rules. Do one of the following actions:
   • Enter the search criteria, click Search, and select the notification rule from the search result.
   • Click Create New to create a notification rule.
7. (If you want to send a survey to the recipient of the notification) Select the Survey tab and define a survey notification. Surveys let you collect and analyze the customer feedback. An activity log is generated when a survey notification is sent and when one is received back from a customer.

   Note: The Survey tab applies to all object types except Knowledge Documents, Knowledge Document Comments, and Knowledge Report Card. When specified from the Object Type list, the Emails tab appears instead of the Survey tab on the Update Activity Notification page. From the Emails tab, you can search for one or more email messages to associate with this notification or define a new one.

8. (If you want to trigger an event after the notification is sent) Select the Events tab. Events are procedures that an issue management system follows after a certain amount of time has elapsed. When the activity notification is triggered, the selected events occur. For example, update the status of the incident to Close. Search for the event and click Update Events button to add the event to an activity notification.
9. Click Save.

   The Activity Notification Detail page opens.

10. Click Close Window.

    The activity notification is created. If an error occurs on the outgoing mail server, email notifications are not sent and queue in the $NX_ROOT/site/mail_queue directory. When the mail server becomes active again, after an interval it processes and sends email. You can set the email retry interval variable to recycle the email that was queued when the mail server was busy.

    Notification email messages that the outgoing mail server fails to send are resubmitted until you do one of the following actions:

    • Stop the Mail Daemon (pdm_mail_nxd) that handles outbound email notifications.
    • Manually delete the messages from the $NX_ROOT/site/mail_queue directory.