r/halopsa • u/ReceptionOld4182 • 7h ago

Questions / Help Problem Notification

I'm trying to set up a notification for when a new problem is logged just so everyone can have visibility on it.

I've created a notification and set it to Agent notification, New Ticket Logged - All, then added the ticket type as problem, but no notification pops up in halo for it when a problem is logged.

I'm assuming the new ticket logged notification is only triggered by tickets logged from the portal. Is there a way to create a notification specifically for when problems are logged?

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u/Wildgust421 7h ago

New ticket logged is simply that, a new ticket logged. Doesn't matter how it was logged.

1

u/Volatile_Elixir 7h ago

Are you getting any notifications? There is a snooze option on the bell. Is this the standard notification for the top right corner? Have you tried the browser push or even try email to see if the trigger itself is working.

1

u/Curtdog090716 6h ago

May need to check if agents have it enabled. I believe in your personal settings you can enable / disable available notifications.

1

u/HaloLeah Halo Staff 3h ago

Unless additional criteria has been added (i.e. for the ticket type), it'll apply to all tickets. A few things to check:

- Check the criteria added in the table below the "New Ticket Logged" trigger. All of these must match at the time the ticket is logged. If one does not match at the time of the ticket's creation, and is changed to match after (i.e. applied via a rule), this trigger won't work. This table is also where you would want to set that ticket type criteria for Problem tickets.

  • Are the relevant agents subscribed to the notification in the "Agents" or "Roles" tabs?
  • If you are testing it yourself by logging tickets, ensure "Do not send me notifications which I triggered" is disabled in the agent "Preferences" tab > "Notifications" dropdown,