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Task notifications

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tomolimo edited this page Jul 29, 2019 · 4 revisions

Introduction

GLPI default behavior is to send the same notification for all the tasks in an item (Ticket, Change or Problem). This is very useful, because for case tasks, you don't need to specify any particular notification templates.

But in some cases where you need to have specific notification templates for special case tasksn the ProcessMaker plugin gives you the possibility to define specific notifications. It will define two notification events per process task: new task and task update.

Note: by default if no notification is defined for an event and a task, then it will let GLPI to decide for the default notification (if any).

Let see an example

We are going to make an example with the Credit Card Application that you may download from the link, and import in your ProcessMaker server instance.

From this process, you may import it in GLPI (see Tutorial 1 to know how to import processes into GLPI).

Don't forget to synchronize the tasks (see Tutorial 1 to know how to synchronize task list for a process into GLPI).

Don't forget to activate this process (see Tutorial 1 to know how to activate a process into GLPI).

Let's imagine that we would like to send a specific notification to the Credit Card Application Manager (the big boss who approves or rejects credit card applications 😄). In the process this person has a task to do (approval or rejection), and we would like him to get an email with a maximum information about the running case. The task is currently called "Application Evaluation". Let's go GLPI notification menu:

Add a notification

  1. add a new notification,
  2. set a name (for example: Application Evaluation)
  3. set the child entities to Yes (if you are managing entities in GLPI)
  4. Activate this notification
  5. In Type, select 'Process case task'
  6. in Event, select the 'Credit Card Application > Application Evaluation: New task '

Then open this newly created notification, go to the 'Recipients' tab, and add 'Technician in charge of the task' as recipient.

Add a template

Note: there are two kind of tags that can be used in the template:

  1. The default ones (for example: ##case.title## which represents the title of the running case).
  2. The case variable themselves (for example: ##var.APPLICANT_NAME## which represents the value of the case variable APPLICANT_NAME).

Steps for template edition:

  1. Go to 'Notification template' list and add a template.
  2. Set the name (for example 'Application Evaluation')
  3. Select the Type, and set it to 'Process case task'
  4. Add this template
  5. Edit eMail HTML body like following:
  • subject: ##process.category## > ##task.category##
  • body:
Hello,

Please find below a Credit Card application to review:

##lang.case.title## ##case.title## 
##lang.var.APPLICANT_NAME## ##var.APPLICANT_NAME## 
##lang.var.APPLICANT_LAST## ##var.APPLICANT_LAST## 

Please enter GLPI to review this request: ##case.url##

Thank you,

Regards.

Then you may add this template to the notification.

Then start a new case with this process (add it for example to a ticket), and if you have correctly set the 'Assignment rules' for each tasks, you should get the newly created notification with the case variables from the running case.

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