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Notify a team

Chloe
2020-10-06
2020-10-09
  • Chloe

    Chloe - 2020-10-06

    Hi all,

    I am using Dispatch User Request to a team and i have 4 teams. I would like to notify only the team concern by the dispatching but it doesnt work.
    Either there is no email leaving, or I have an error. I have checked on the forum but nothing works.

    Somebody could help me please ?

    Maybe I would buy later the "autodispatch" extension, is somebody use it ? what about it ?

    Thanks for your returns !

    Chloé

     
  • Vincent @ Combodo

    Do you have any notification working on your iTop ? Have you check the helper tools available on the Notification header page, is it working ? If not, you first need to fix this with configuration parameters to adapt. What is the error message ?

    Issues on Notification have nothing to do with the extension Dispatch User Request.

    The "Autodispatch" extension, mainly allow to automate the dispatch transition, if the rules to decide which team should handle which ticket, can be modelize in a formal way, for example based on the service or service subcategory. Again it does not bring anything new with regards to notification. This extension is part of the Products sold by Combodo to its customers, it is widely used, thanks to it's flexibility on defining ordered rules, which can be based on different logic.

     
  • Chloe

    Chloe - 2020-10-06

    Hi Vdumas,

    notification is working on Itop, i use it for new tickets and assign. I would like to set it on assignment to a team and not to a person.

     
  • Vincent @ Combodo

    Do you have email address defined on your teams ? The Notification will not automatically notify all members of a team. If this is what you want then the OQL query should retrieve the persons to notify using the lnkPersonToTeam relation, in the corresponding TO or CC field of the Action Email Notification.

     
  • Chloe

    Chloe - 2020-10-06

    i have a distrib mail on my teams,

     
  • Chloe

    Chloe - 2020-10-06

    just don't know how to send assign ticket to the right team

     
  • Chloe

    Chloe - 2020-10-07

    I've bought autodispatch extension but i cannot send mail to a team as i wrote yesterday and i'm searching how to configure the plugin.

    I would like to auto dispatch automatically tickets to 4 teams, one for hardware, other for software and 2 others for RH. I've tried with the default team in the documentation but it automatically dispatch on the first team. Documentation is too lite for me, i'm sorry, i need help for this 2 requests.

    Thanks

     
  • Vincent @ Combodo

    1) The OQL query you entered in the TO section of the notification, when you test it, is it returning what you want?
    Are you sure that you have created the right "trigger on entering state" and linked it to the action?

    2) On which criteria, to do you want to auto assign a team to a UserRequest? The requested Service? In which case use the Service example, I just enriched the wiki with the exact query to use (may take a bit of time to get refreshed due to cache).

    We understand that you have an issue, Chloe, but we are lacking information to solve them...

     
  • Chloe

    Chloe - 2020-10-07

    We understand that you have an issue, Chloe, but we are lacking information to solve them...

    :-p I'm very happy to have replies to all my questions, i'm newbie on sql requests and that why the documentation is too lite.

    So, I have been using itop for three years, and until then, notifications were reaching everyone without distinction, now, I want the different services to receive those that concern them.

    I'm trying to configure Notification to send an email to "RH" when the ticket is about RH, an email to "Software" when the ticket is about Software.

    Now, i have this query "SELECT Person WHERE id IN (1,5,296,295,320)" and it works, what is the query for notify a team ?

    Thanks a lot for your help !

     
  • Chloe

    Chloe - 2020-10-09

    So, it works for the autodispatch plugin, now, i'm just trying to notify teams on new tickets.

    SELECT Team WHERE id = :this->team_id
    

    Works only for assign, not for new tickets...

     

    Last edit: Chloe 2020-10-09

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