Email Notifications of New Tickets

This guide explains how to set up automatic email notifications for new tickets that meet specific criteria.

Use Case

For instance, you may want your engineering team to receive an email notification whenever a new ticket with potential savings greater than $500 is created. This ensures that they can prioritize and address such tickets promptly.

Prerequisite

Ensure that the email ID(s) receiving notifications have OneLens access within your organization.

Video Guide

For a more detailed walkthrough, refer to the video available here.

Step-by-Step Guide

1. Access Workflows

1. Navigate to the workflow section of OneLens.

2. Click the Create button in the top-left corner to start a new workflow.

2. Create a New Workflow

1. A dialog box will appear asking for a workflow name. Enter a descriptive name (e.g., “Send Email Alerts for High-Value Tickets").

2. You can also add a description, which is optional.

3. Once you’ve filled in the details, click Create to proceed.

3. Choose the Trigger

1. In the workflow setup, select the Tickets option as your trigger.

2. You will then be prompted to choose between two options:

   1. Ticket is Created

   2. Ticket is Updated

3. For this scenario, choose Ticket is Created, as you want to trigger the workflow when a new ticket is generated.

Trigger Start

• You’ll have two options for how these conditions should be applied:

  • Trigger when all conditions match – the workflow will only trigger if all conditions are met.

  • Trigger when any condition matches – the workflow will trigger if one of the conditions is met.

• You can configure multiple conditions by clicking on the Add Rule button.

Conditions Configuration

Each condition involves filling out three fields:

1. Criteria: Choose the specific property of the ticket you want to filter by. You can use the following attributes:

   1. Ticket: Status, Category

   2. Recommendation: Potential Savings, Effort

   3. Resource: Name, Account, Region, Service, Tags

   4. Cost Center (Org Hierarchy): Cost Center, Category

   5. Policy: Name, Category

2. Limit: Set a comparison operator or criteria type for the selected attribute. The available options vary based on the chosen criteria.

3. Borderline: Set the specific value or list of values to compare against.

Example: Recommendation > Potential Savings

• Criteria: Potential Savings

• Limit: Greater Than

• Borderline: 500 (this would filter for tickets where potential savings are greater than $500).

You can set multiple conditions, each with unique criteria, limits, and boundaries, depending on the ticket types you wish to target.

Once all conditions are defined, click Save Changes to finalize the trigger.

4. Set Up Email Notifications

• After defining the trigger and conditions, click Add Step.

• Under Messaging, choose Send Email to Users.

Configure Email

Add the following details:

• Recipients: Enter the email addresses of the users who should receive the email notifications.

• Cc/Bcc: Optionally, add additional recipients in the Cc or Bcc fields.

• Subject: Specify the subject line for the email notification.

• Message: Enter the email's body content, including relevant details for the recipients.

Preview the Email

To ensure the email looks as expected, you can preview it before sending it.

Click on Show Preview with Mock Data to view the email preview. This will display how the email will appear with sample data, allowing you to verify its format and content.

Once you're satisfied with the preview, click on Save Changes.

5. Publish the Workflow

Review the workflow representation to ensure everything is set up correctly.

Click Publish to make the workflow active.

Result

Here is how your email would look: