Setting Alerts on Tickets and Requests

This article covers two ways to stay informed about tickets in Work Management: setting up personal email alerts for ticket lifecycle events, and flagging tickets to track them on your dashboard. Both features are individual to the signed-in user and are not shared with others.

Alerts can be particularly useful if you tend to work primarily from your email inbox, since they deliver notifications directly to you. Flagging may be better suited for technicians who spend most of their time working within Work Management, as it keeps tracked tickets visible on your dashboard without relying on email.

In this article, we'll cover:

• Ticket Alerts
  • How Alerts Work
  • Adding and Deleting Ticket Alerts in Work Management
  • Adding and Deleting Ticket Alerts in the Client Portal
• Flagging Tickets
  • Add the My Flagged Items Widget to Your Dashboard

Ticket Alerts

Ticket and request alerts notify you via email at specific stages of a ticket's lifecycle, including closure, completion, and due dates. These alerts are personal to your account and are not visible to or shared with other users.

How Alerts Work

Ticket alert notifications are sent as standard plain-text emails. There is no notification template for ticket alerts, so the email format cannot be customized.

Once an alert fires, it is removed from the ticket and will not apply to any tasks or events added afterward. For example, if you set an alert to fire when all tasks are complete, it will not automatically cover any new tasks added to the ticket later. If you need to be notified again, re-add the alert to the ticket.

Adding and Deleting Ticket Alerts in Work Management

You can add alerts to a ticket to be notified of status changes or remove alerts that are no longer needed.

To add an alert to a ticket:

1. In Work Management, click the View Applications.
2. Click the desired Ticketing application.
3. Click Search in the left navigation.
4. If necessary, modify the search criteria and click Apply.
5. Click the title link of the ticket you’d like to add an alert to.
6. Navigate to the My Alerts tab, then click the Add button.
7. In the Add Alert popup window, select the alert(s) you’d like to add:
   • All Tasks Complete
   • Ticket is Completed
   • Ticket is Due
   • Ticket is In Process
   • Ticket is Overdue
8. Click the Save button.

The alerts will now appear on the My Alerts tab of the ticket.

To delete an alert from a ticket:

1. In Work Management, go to View Applications > Ticketing application > Search.
2. Click the title link of the ticket from which you’d like to delete an alert.
3. Click the My Alerts tab.
4. Click the Delete link of the appropriate alert and confirm the deletion.

Adding and Deleting Ticket Alerts in the Client Portal

You can add alerts to a ticket request in the Client Portal to be notified of status changes or remove alerts that are no longer needed.

To add an alert to a ticket request:

1. Navigate to Client Portal > Services > Ticket Requests.
2. If necessary, modify the search criteria and click the Search button.
3. Click the title link of the ticket request to which you’d like to add an alert.
4. Click the Add Alert button.
5. In the Add Alert popup window, check the checkboxes of the alert(s) you’d like to add:
   • All Tasks Complete
   • Ticket is Completed
   • Ticket is Due
   • Ticket is In Process
   • Ticket is Overdue
6. Click Save.

The alerts will now appear in the My Active Alerts section of the ticket request detail window.

To delete an alert from a ticket request:

1. In the Client Portal, go to Services > Ticket Requests and click the title link on the relevant ticket request.
2. In the My Active Alerts panel, click the trash icon for the alert you want to delete.
3. Click Ok to confirm the deletion.

Flagging a ticket lets you create a personal watchlist and display it using a dashboard widget. Flagging does not generate any email notifications — it is purely a visual tracking tool. If a ticket is already flagged, the option will change to 'Unflag' when you follow the same steps below.

To flag or unflag a ticket:

1. In Work Management, go to View Applications > the Ticketing application > Search 
2. Click the title link of the ticket
3. Click Actions, then select Flag (or Unflag, if the ticket is already flagged)

Add the My Flagged Items Widget to Your Dashboard

1. In Work Management, click the Home icon at the top-left.
2. Click Edit Dashboard.
3. On the layout, click one of the + Add Widget buttons.
4. On the Choose Widget screen, enter “flag” in the search field, then select My Flagged Items.
5. Click Save.

Your flagged tickets will now appear on your dashboard in the My Flagged Items widget​​​​​​.