Create an Event Based on Agent Status for Tickets

SmarterTrack's event-driven architecture gives administrators the ability to be notified when an event occurs in the system. For example, an administrator and configure an event to notify managers when an agents status changes for tickets.

Applies to SmarterTrack 11.x-12.x

To create an event that sends an email when an agent status is changed, follow these steps:

  1. Log in to the SmarterTrack management interface as an administrator.
  2. Click the settings icon.
  3. Expand Configuration and select Events.
  4. Click New on the content pane toolbar. This will open a dialog box with different event options.
  5. In the Name field, type a name for the event.
  6. In the Category field, select Active Groups from the list.
  7. In the Type field, select Agent Status for Tickets Changed.
  8. Click OK.
  9. Click the Options tab and check the Status checkbox.
  10. Select the status in which a notification will fire on.
  11. Click the Actions tab.
  12. Click Add Action.
  13. In the Action field, select Send Email from the list.
  14. Fill in the appropriate fields.
  15. Click Save.

This will create a basic email notification using the default configuration. All other configuration settings and conditions are optional. For more information, please refer to the Events page in the SmarterTrack Online Help.

Applies to SmarterTrack 6.x - 10.x

To create an event that sends an email when an agent status is changed, follow these steps:

  1. Log in to the SmarterTrack management interface as an administrator.
  2. Click the settings icon.
  3. Expand the System Settings and Events folders in the navigation pane and click System Events.
  4. Click New on the content pane toolbar. This will open a dialog box with different event options.
  5. In the Name field, type a name for the event.
  6. In the Category field, select Active Groups from the list.
  7. In the Type field, select Agent Status for Tickets Changed.
  8. Click OK.
  9. Click the Options tab and check the Status checkbox.
  10. Select the status in which a notification will fire on.
  11. Click the Actions tab.
  12. Click Add Action.
  13. In the Action field, select Send Email from the list.
  14. Fill in the appropriate fields.
  15. Click Save.

This will create a basic email notification using the default configuration. All other configuration settings and conditions are optional. For more information, please refer to the Events page in the SmarterTrack Online Help.

 

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