Notification Settings

Configuration > Notifications > Notifications

Related Guides:

• Notifications

Setup#

Field	Type	Description
Description	Free Text	The text entered here will be used as a description to identify this Notification elsewhere throughout the system.
Notification Type	Single Select	The choice made here will dictate who receives this notification, and different fields will appear below to configure this.
Access Restriction	Single Select	When "Agent Notification" is selected as the Notification Type, the selection can be made to restrict this notification's availability to Teams, Departments, or any Agents at all. The appropriate selection can then be made for those who are permitted.
Agent	Single Select	When "Agent Notification (Single Agent)" is selected as the Notification Type, the selection can be made here as to which Agent this is.
End-User	Single Select	When "End-User Notification" is selected as the Notification Type, then the End-User in question can be selected here. End-user roles can be selected for the people to notify, when the genric end-user notification (not the single user option) is selected. After setting up the notification with a user role attached, you can turn off/ modify the notification from the user role in configuration > User Roles > *Click into the user role with the notification attached to it and there will be a table in the notifications tab*.
Recipients	Free Text	When "Fixed Email Notification" is selected as the Notification Type, the email addresses listed here (separated by commas) will be sent this notification.
Filter on Site Contact Type	Checkbox	When "Send to Site Contact" is selected as the Notification Type, then this will allow for a filter to be applied for the Site Contact type that will be included. When checked, a single select box will appear for choosing this contact type.
Delivery Method	Single Select	This will allow the choice of how this Notification is sent, options include Email, SMS, and in-app popups.
Send a push notification (Halo iOS/Android App)	Checkbox	This option will allow for a Push Notification to be sent to the recipient's phone via the Halo iOS / Android application. If you are using NHServer to process your mail (only On-Prem customers will be able to use NHServer), you will need to ensure you are on the correct version for this to work.
Event	Single Select	The selection made here will determine what type of event will trigger this Notification to fire. The event must also match the following provided criteria in order to fire.
All of the following criteria must be matched for this notification to be sent	List	The criteria stated here must be matched when the above selected event occurs for this Notification to fire. These can be based on a variety of Ticket and User fields.
Template for Email/SMS	Single Select	Sets the Email Template used for Email or SMS notifications.
Acknowledgement Type	Single Select	(Shows when Twilio for SMS is enabled and "Default Delivery Method" is "Phone Call") Sets whether an input can be set after the call message is read out.
Input received message	Text	(Shows when Twilio for SMS is enabled, "Default Delivery Method" is "Phone Call", and "Acknowledgement Type" is enabled) Sets the message that will be read out on call if an input is given.
No input message	Text	(Shows when Twilio for SMS is enabled, "Default Delivery Method" is "Phone Call",  and "Acknowledgement Type" is enabled) Sets the message that will be read out on call if no input is given.

Agents#

Once created, the Notification will list any of its subscribed Agents here, detailing whether or not this has been inherited via a Role, and if so, which one.

Roles#

Once created, the Notification will list any Roles which have this set as a subscription. Agents or Users with those Roles will be automatically subscribed to this notification.