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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.
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.
This action is available for both Triggered and Scheduled workflows.

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How it works

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Input data

The action receives a list of tickets to process and a list of messages containing the content for the notification. It also uses configuration settings like the notification channel.

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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.
Neo Agent then maps these PSA resources to their corresponding Neo user profiles to determine the notification recipients and their contact details for the selected channel.

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Message preparation

  • Triggered Workflows: The messages from previous actions are combined into a single notification for the identified users for that ticket.
  • Scheduled Workflows: If the action receives a data table 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.
If feedback is enabled, a link to provide feedback on the workflow action is appended to the message.

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Notification dispatch

Based on the selected notification channel:
  • Teams: A message is sent to each identified user via the Neo Agent Teams app.
  • Email: An email is sent to each identified user. If a data table 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 Neo Agent Event History.

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Configuration

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default_data
array
required
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
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default_messages_for_msp
array
required
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.
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notification_channel
enum
Determines how the notification is delivered to the users
  • TEAMS (default)
  • EMAIL
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ask_for_feedback
boolean
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)

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Output

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credits_consumed
number
The number of Neo Agent credits consumed by this action. Notifying ticket resources does not consume any credits (default: 0).

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Use cases

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Notify technician of new ticket assignment

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

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Alert resource about escalated ticket

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

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Send summary after automated resolution attempt

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

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Weekly summary of owned open tickets

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

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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. Setup:
  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
  3. Notify Ticket’s Resource - Send analysis results to relevant team members

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Best practices

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Clear messages

Ensure the messages from previous actions (usually from a “Build Message” or similar action) provide clear, concise, and actionable information for the technician.

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Resource mapping

Ensure that your PSA resources (technicians) are correctly mapped to users within Neo Agent so that Teams/Email notifications are delivered to the correct individuals. Refer to Neo Agent settings for user management.

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Feedback loop

Utilize the ask_for_feedback option to gather insights from your team on the effectiveness and accuracy of automated notifications or actions.

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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.

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Review event history

Always monitor the Event History to ensure notifications are being delivered as expected and to troubleshoot any issues.

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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.

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Test thoroughly

Test workflows involving resource notifications in a controlled manner to ensure messages are formatted correctly and delivered to the intended recipients.

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Microsoft Teams integration

For notifications via Microsoft Teams, the designated resource must have the Neo Agent Teams app installed. See Getting Started > Best Practices > Install Neo Agent Teams App.