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Notify Ticket's Resource

This action sends notifications to the assigned resource(s) and owner of a PSA ticket. It is designed to keep internal team members informed about ticket updates, assignments, or other relevant information generated by a workflow.

Why is it useful?

Automating notifications to ticket resources and owners ensures that technicians are promptly informed of relevant events or required actions. This can improve response times, facilitate collaboration, and ensure accountability within the team.

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This action is available for both Triggered and Scheduled workflows.

What It Does​

  • Sends messages to the assigned resource(s) and owner of the specified PSA tickets.
  • Supports multiple notification channels:
    • Microsoft Teams: Sends a direct message to the user in Teams.
    • Email: Sends an email to the user.
  • Allows appending a feedback request to the notification message.
  • Logs the notification attempt and outcome in the Event History.

How It Works​

1. Input Data​

The action receives a list of PsaTicket objects to process (default_data) and a list of WorkflowMessages (default_messages_for_msp) containing the content for the notification. It also uses configuration settings like the notification_channel.

2. User Identification​

For each ticket, the action identifies the assigned resource(s) and the owner.

  • ConnectWise: It retrieves the ticket owner, any explicitly assigned resources on the ticket, and resources associated through the ticket's agreement.
  • Autotask: It retrieves the primary resource (owner) and any secondary resources assigned to the ticket. NeoAgent then maps these PSA resources to their corresponding Neo user profiles to determine the notification recipients and their contact details for the selected channel.

3. Message Preparation​

  • Triggered Workflows: The messages from default_messages_for_msp (and any general workflow messages) are combined into a single notification for the identified users for that ticket.
  • Scheduled Workflows: If the action receives a default_response_dataframe from a preceding "Data Analysis" action, notifications can be tailored. The system processes this dataframe, and for each user who is a resource/owner of a ticket in the dataframe, it compiles a message based on the data rows relevant to them. Otherwise, it sends the messages from default_messages_for_msp.

If ask_for_feedback is enabled, a link to provide feedback on the workflow action is appended to the message.

4. Notification Dispatch​

Based on the selected notification_channel:

  • Teams: A message is sent to each identified user via the NeoAgent Teams app.
  • Email: An email is sent to each identified user. If a default_response_dataframe was provided and processed (typically in Scheduled workflows), the relevant portion of the dataframe might be included as a CSV attachment in the email.

The action logs all notification attempts and their outcomes (success or failure) in the NeoAgent Event History.

Configuration Fields​

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

default_data​

The list of PSA tickets for which resources and owners should be notified.

  • In Triggered workflows, this is typically the single ticket that triggered the workflow.
  • In Scheduled workflows, this can be a list of tickets found by a preceding "Find Entities" action.

default_messages_for_msp​

A list of WorkflowMessages objects containing the messages to be sent to the ticket's resource(s) and owner. This is typically provided by the output of a preceding action like "Build Message" or an AI analysis action.

notification_channel​

Determines how the notification is delivered to the users.

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

ask_for_feedback​

If set to True, a link will be appended to the notification message, allowing the recipient to provide feedback on this workflow action.

  • (default: False)

Output Fields​

This action makes the following information available to subsequent actions in the workflow:

credits_consumed​

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

  • (default: 0)

Use Cases​

1. Notify Technician of New Ticket Assignment​

  • Trigger: Ticket Updated (e.g., owner assigned by "Dispatch Ticket" or "Assign Ticket" action).
  • Action 1: Build Message - Creates a message like "You have been assigned ticket [TicketNumber] - [TicketSummary]".
  • Action 2: Notify Ticket's Resource - Sends the assignment notification to the new owner via Teams.

2. Alert Resource about Escalated Ticket​

  • Workflow: Triggered when a ticket is escalated (e.g., by "Ticket Escalation" action).
  • Action 1: Build Message - "Ticket [TicketNumber] has been escalated and requires your attention. Reason: [EscalationReason]."
  • Action 2: Notify Ticket's Resource - Sends to the (potentially new) owner or relevant escalation team resource.

3. Send Summary after Automated Resolution Attempt​

  • Workflow: Triggered after an L1 Engineer action attempts a fix.
  • Action 1: L1 Engineer - Attempts automated resolution.
  • Action 2: Build Message - Generates a summary of actions taken and the outcome for internal review.
  • Action 3: Notify Ticket's Resource - Sends the summary to the ticket owner or a technical lead.

4. Weekly Summary of Owned Open Tickets​

  • Workflow (Scheduled): Runs weekly.
  • Action 1: Filter Tickets - Finds all open tickets.
  • Action 2: Data Analysis - Groups tickets by owner and prepares a summary.
  • Action 3: Notify Ticket's Resource (using default_response_dataframe from Data Analysis) - Sends each owner a summary of their open tickets.

5. Notify Resource about Data Analysis Results​

  • Scenario: After running a Data Analysis action on a set of tickets (e.g., to identify trends in ticket topics for a specific company), notify a designated resource (like an account manager) with the summary or the resulting data frame.
  • Steps:
    1. Filter Tickets action to gather tickets for a specific company over the last month.
    2. Data Analysis action to analyze ticket subjects and descriptions.

Best Practices​

  • Clear Messages: Ensure the default_messages_for_msp (usually from a "Build Message" or similar action) provide clear, concise, and actionable information for the technician.
  • Resource Mapping: Ensure that your PSA resources (technicians) are correctly mapped to users within NeoAgent so that Teams/Email notifications are delivered to the correct individuals. Refer to NeoAgent settings for user management.
  • Feedback Loop: Utilize the ask_for_feedback option to gather insights from your team on the effectiveness and accuracy of automated notifications or actions.
  • Channel Selection: Choose the notification_channel (Teams or Email) that best fits your team's communication preferences and urgency requirements for different types of notifications.
  • Review Event History: Always monitor the Event History to ensure notifications are being delivered as expected and to troubleshoot any issues.
  • Targeted Notifications: In scheduled workflows, especially when using data from a "Data Analysis" action, ensure the analysis groups data appropriately so that each resource receives a relevant and targeted notification.
  • Test Thoroughly: Test workflows involving resource notifications in a controlled manner to ensure messages are formatted correctly and delivered to the intended recipients.
  • Microsoft Teams Integration: For notifications via Microsoft Teams, the designated resource must have the NeoAgent Teams app installed. See Getting Started > Best Practices > Install NeoAgent Teams App.