Administration › Notifications › Create a Notification Rule › Example: Notify the Current and Previous Assignees

Example: Notify the Current and Previous Assignees

You can configure previous values for an activity notification that detects changes to key fields when a ticket is saved. Using previous values, you can notify both the current and previous assignee when a ticket is transferred, and much more.

Follow these steps:

1. Open the Transfer activity notification.

   The Transfer Activity Notification Detail page opens.

2. Verify the following fields are set to the following values:
   • Object: Requests/Incidents/Problems.
   • Notification Rules: Default Transfer Notification Rule for request/incident/problem
3. Click Default Transfer Notification Rule for request/incident/problem rule.

   The Default Transfer Notification Rule for request/incident/problem Notification Rule Detail page opens.

4. Verify that the Auto Notification option is enabled on the Default Transfer message template for request/incident/problem template.

   Note: The Auto Notification check box sends the notification associated with this template automatically when the activity occurs. For example, you set up an initial notification, set up the objects to notify, and set up the message template, but you are not ready to turn on the notifications. In this case, you do not select Auto Notification. When you are ready to start automatic notifications, you select the check box. The notification becomes active and occurs as defined.

5. On the Object Contacts tab, click Update Object Contacts.

   The Object Contact Notification Search page opens.

6. Click Search.

   The Notification Recipients - Update page opens.

7. From the Object Contacts list, select Assignee and Assignee Previous and click the move button (>>).

   The selected items are added to the list on the right.

   Note: Use the CTRL or SHIFT keys plus the left mouse button to select multiple object contacts.

8. When the object contacts are in the list on the right, click OK.
9. Click Close Window.

   The Object Contacts list displays the selected object contacts.

10. Complete the following steps to test this notification:
    1. Create a request, specify an assignee, and save the request.
    2. On the Request Detail page, select Activities, Transfer. Specify a new assignee and save the request.

    The notification is sent to both the current and previous assignees when the ticket is transferred.