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Notify Ticket's Owner

This action sends notifications to the assigned owner of a ticket via Microsoft Teams or email. It is used to keep the ticket owner informed about important updates, workflow outcomes, or any information relevant to the tickets they are responsible for.

Why is it useful?

Automating notifications to the ticket owner ensures that the responsible technician is always aware of significant events related to their tickets. This facilitates timely follow-ups, improves accountability, and helps streamline ticket management processes.

What It Does​

  • Identifies the owner (assigned technician) of the ticket(s).
  • Sends messages to the identified ticket owner.
  • Supports two notification channels: Microsoft Teams and Email.
  • Can include messages generated by previous actions in the workflow.
  • Optionally, it can attach a CSV file if the input includes a data table (e.g., from a "Data Analysis" action), primarily for email notifications.
  • Can request feedback from the ticket owner.
  • Logs the notification attempt and outcome in the Event History.

How It Works​

1. Input Data​

The action receives a list of PsaTicket objects, messages to be sent (typically from default_messages_for_msp output of a preceding action), and configuration for the notification channel, CSV attachment, and feedback request.

2. Owner Identification​

The system uses the TicketOwnerProvider to determine the assigned owner of each ticket. This provider fetches the owner's details from your PSA. For Microsoft Teams or Slack notifications, it attempts to map the PSA user to a NeoAgent user. For email, it uses the owner's email address from the PSA.

3. Message Assembly​

Messages are prepared for sending. If the workflow is triggered by a single ticket, the owner receives a notification pertinent to that ticket. If the workflow is scheduled and processes multiple tickets, the notification content might be aggregated or sent per ticket, depending on the setup (though typically this action is more focused on individual ticket contexts for owner notifications). The ticket ID, title, and company are automatically prepended to the notification header for context, similar to other notification actions.

4. Notification Dispatch​

Based on the selected notification_channel:

  • Microsoft Teams: Sends messages to the ticket owner. For this to work, the owner must have the NeoAgent Teams App installed and have interacted with it.
  • Email: Sends emails to the ticket owner's email address. If a default_response_dataframe is provided, it will be converted to a CSV file and included as an attachment.

5. Feedback Request (Optional)​

If ask_for_feedback is enabled, a standardized feedback request link is appended to the messages, allowing the ticket owner to provide feedback on the workflow or the information received.

6. Output Structure​

For triggered workflows, the action typically outputs messages confirming the success or failure of the notification attempts to the default_messages_for_dashboard and default_messages_for_msp fields. For scheduled workflows, the output might be more basic. The number of credits consumed is also reported.

Configuration Fields​

When you add the "Notify Ticket's Owner" action to a workflow, you'll configure the following:

default_data​

The list of PsaTicket objects for which the owner should be notified.

default_messages_for_msp​

The list of messages to send to the ticket owner. This input is typically provided by the default_messages_for_msp output of a preceding action.

default_response_dataframe​

(optional) A data table (dataframe) that, if provided, will be converted to a CSV file and sent as an attachment. This is primarily used with the EMAIL notification channel.

notification_channel​

The channel through which to send the notification.

  • Options: TEAMS, EMAIL
  • (default: TEAMS)

ask_for_feedback​

If set to True, a link will be appended to the notification asking the ticket owner for feedback.

  • (default: False)

Output Fields​

This action makes the following information available to subsequent actions in the workflow (primarily for triggered workflows):

default_messages_for_dashboard​

A list of messages summarizing the notification attempts, suitable for display in the Neo Dashboard Event History. This includes which users were successfully notified and which attempts failed.

default_messages_for_msp​

A list of WorkflowMessages containing the same summary of notification attempts as default_messages_for_dashboard.

default_messages_for_end_client​

This field is typically empty for this action, as "Notify Ticket's Owner" is intended for internal communication with the technician.

credits_consumed​

The number of NeoAgent credits consumed by this action. Notifying the ticket owner does not consume any credits.

  • (default: 0)

Use Cases​

1. Alert Owner on High-Priority Ticket Assignment​

2. Inform Owner of Automated Actions​

  • Action 1: L1 Engineer - Attempts to resolve a ticket or gather more info.
  • Action 2: Notify Ticket's Owner - If L1 Engineer took some actions but couldn't fully resolve, notify the owner with a summary of what was done and what still needs attention.

3. Notify Owner of Customer Reply on an Awaiting Ticket​

  • Trigger: When a customer replies to a ticket that is in "Awaiting Customer" status (or similar).
  • Action 1: Build Message - Craft a message like "Customer has replied to ticket [Ticket ID]".
  • Action 2: Notify Ticket's Owner - Send the alert to the ticket owner.

4. Notify Owner of New Ticket Assignment​

  • Scenario: When a new ticket is assigned to a technician (either manually or by an action like Assign Ticket to Technician or Ticket Dispatch), send them a notification.
  • Steps:
    1. Workflow Trigger: Ticket Owner Changed OR after "Assign Ticket to Technician" / "Ticket Dispatch" action.

Best Practices​

  • Accurate PSA Ownership: Ensure that ticket ownership is correctly and promptly assigned in your PSA for this action to be effective.
  • Clear Messages: Use the "Build Message" action to craft clear, concise, and informative messages for the owner.
  • Teams App Installation: For Teams notifications, confirm that all potential ticket owners have installed the NeoAgent Teams App and have interacted with it.
  • Review Event History: Regularly monitor the Event History to ensure notifications are being sent correctly and to troubleshoot any issues.
  • Combine with Other Actions: This action is often used in conjunction with ticket assignment actions (e.g., "Assign Ticket to Technician", "Ticket Dispatch") or after actions that modify ticket status or priority.
  • Feedback Loop: Consider using the ask_for_feedback option to gather insights from technicians on the usefulness of these automated notifications.