Ticket Task Notifications for Notify Responsible Group when Task becomes active setting

Hi,

In regards to the following information:

Yes, it is possible for groups to be notified when tasks become active and that is actually a more recent feature mentioned in the 11.6 Release Notes: https://solutions.teamdynamix.com/TDClient/1965/Portal/KB/ArticleDet?ID=146933#NotifyGroups. You'd just need to turn that setting on in TDAdmin > Applications > [Ticket App] > Settings. Then, confirm that all group members have notifications turned on in TDAdmin > Users & Roles > Groups > [Select Group] > Set Notifications Column to 'Yes'. 

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Does a notification get sent for every update to the task and when/by whom the task is closed.

Also, the notifications can be controlled by specific groups that are in the application--what if all users in that group do not have notifications set to "True"?

Do notifications get sent to only the users in that group that have notifications set to "true" or does everyone in the group need to have notifications set to "true"?

Thank you.

Sharon Jarmoc
 

Asked by Sharon Jarmoc on Thu 6/1/23 4:24 PM
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Answers (2)

This answer has been marked as the accepted answer
Mark Sayers Fri 6/2/23 9:32 AM

Hi Sharon,

I'll list your questions as I found them and then post my responses next to the questions. Let me know if I missed anything:

Does a notification get sent for every update to the task and when/by whom the task is closed? If you mean to the Group members responsible for said task, I do not believe that group members posting to their task's feed will notify the rest of the group.

Also, the notifications can be controlled by specific groups that are in the application--what if all users in that group do not have notifications set to "True"?  Anyone who does not have the notification setting set to "True" would not be notified by a message/event that was intended to notify that group as a whole.

Do notifications get sent to only the users in that group that have notifications set to "true" or does everyone in the group need to have notifications set to "true"?  It only gets sent to the users with the setting for notifications marked as True, yes.

Sincerely,
Mark Sayers
Sr Support Consultant, CS

1 of 1 users found this helpful.
Thank you Mark! - Sharon Jarmoc Fri 6/2/23 3:00 PM
Follow-up questions..

"Does a notification get sent for every update to the task and when/by whom the task is closed?" Your answer said it doesn't send if someone in the group updates the task, what about non-group members making updates?

Does the feed list who was notified like Ticket feeds do?

Will this new feature notify when predecessor tasks complete or do we still need to check the 'Notify Responsible' box on the task?
- Bobby Jones Wed 9/27/23 11:33 AM
That might depend on what is meant by "update to the task" exactly. In general, when someone updates a task to like mark it as completed, that doesn't trigger a notification to anyone by default. You'd have to choose a notification recipient to notify during that Update action on the task.

The Feed *does* indicate if someone was notified about a particular comment that was made or if a notification recipient was chosen during the Update action on the task.

If you want to be notified when your task's predecessor completes (and thus your task becomes active) you do still need to mark the setting on the task to Notify Responsible, yes.
- Mark Sayers Wed 9/27/23 11:55 AM
Will checking the box, "Notify Responsible or Reviewer when a user comments on a ticket" notify the task responsible group, excluding the person making the update, when a task is updated? - Bobby Jones Wed 9/27/23 12:20 PM
That setting is for the person(s) fulfilling those roles on the ticket as a whole, not for the tasks specifically, so I would not expect it to cause that automated notification. Short answer is there isn't a way to 100% of the time automatically notify the responsible on a ticket task whenever (an action) is taken on the task (whether that is an update or just a comment). - Mark Sayers Wed 9/27/23 12:23 PM

Ruth Peters Tue 10/31/23 5:45 PM Last edited Tue 10/31/23 5:49 PM

We have not been able to get members of a group to receive a notification when a new ticket task has been created.  The settings mentioned have been verified and it is still not working.  Is it a timing issue when the task is created it is not considered active yet?  

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If the task is not "active" yet, no notification will be triggered. Once the task's Start date is reached, and as long as it isn't held up by a predecessor, the notification will be sent. - Mark Sayers Wed 11/1/23 9:15 AM