The rules you define determine to whom, when and under what conditions a notification is to be sent.
Creating rules
Notification sending rules can be created and managed under Global Settings → Notifications → Sending rules. Rules can be defined for the Requests, Borrowings, CMDB and Project Deals modules. The module has to be selected at the top of the screen.
After selecting the required module, you can add to the left part of the screen all the events for which a rule needs to be created.
New rule
Clicking the + Add rule button in the top right opens a new window where the rule can be set up:
- Event – a choice from the predefined events for which the notification is to be sent
- Rule name – a preset event name that can be renamed
- Execution order – set automatically as the last one; more on determining the order in the Priority and execution order chapter
Setting the condition for sending notifications
This section sets the conditions by which the system determines whether a notification is to be sent. If no condition is set, the notification is sent to all recipients every time a record is saved on which the notified event occurs.
Conditions are set using the 
button, which works as a simple filter. Several values selected within one parameter are evaluated with the OR operator, while the individual parameters or filter attributes are evaluated with the AND operator. For example, with the setting Status: In progress, Waiting for customer; Priority: High, the notification is sent only if the request is in the In progress or Waiting for customer status and at the same time has High priority.
Notification templates
Three types of templates can be displayed in this section – Assignee, Customer and SMS. A new template can be added by clicking the + button.
Recipients – roles
An option to add a role that is to be notified when the rule is met. If several roles are set, notifications for all the listed roles can be turned on or off at once in the top row of the setting. Different types of notifications can be set for individual roles according to how they are delivered:
- E-mail – a notification delivered by electronic mail to the specified e-mail address
- In-app – a notification displayed directly in CDESK – the bell icon in the page header (
) - Desktop – a system notification displayed as a pop-up within the desktop environment – the CDESK Desktop application
- Mobile – a push notification in the CDESK Pro mobile application
- Copy – an e-mail notification sent to the recipient for information. The recipient list of the message shows the CC marking, which signals to the recipient that the notification does not concern them directly. Based on this marking, such messages can be filtered as needed using rules in the e-mail client.
)
Recipients – users and groups
An option to select the notified persons either as individual users or as groups.
Custom contacts
If people outside the CDESK system need to be added, an e-mail address or phone number can be entered directly.
Copy to recipients – Custom contacts
Allows people outside the CDESK system to be added to the copy of an e-mail notification by entering their e-mail address. These recipients receive the notification for information.
After filling in the required fields, the changes must be saved with Save.
Escalations
The events that can be notified also include events related to deadline escalation.
If the rule is linked to an escalation, the time conditions for sending it can be set below the notification template options. The notification can be set as a reminder before the deadline expires or as an urgent reminder after it has expired.
The time interval can be entered in minutes, hours or days. The escalation can be set as recurring by activating the Repeat option. The Extend interval option is also available, in which the time interval between the individual repetitions is gradually extended by a multiple of the specified interval. For example, with an interval of 1 day, the first repeated notification is sent after 1 day, the next after 2 days, then after 4 days, and so on. The interval keeps extending until the set maximum time interval is reached. Once it is reached, the notification is sent repeatedly at this maximum interval.
The Repeat and Extend interval options are available only for the overdue and remaining-in-status types. A reminder before the deadline is always sent only once.
Working with a rule
Using the hamburger menu (
) on the right at the end of the row, a rule can be Edited, Duplicated or Deleted.
- Editing opens the same window as when creating it.
- Duplicating creates a copy of the rule – the entire setup is copied, including the recipients. By editing it afterwards, the rule can be adjusted as needed and saved as a new rule.
- Deleting removes an unwanted rule.
Priority and execution order
The system processes rules in order from top to bottom. As soon as a request meets the conditions of the first rule in the list, the system executes it and ignores the rules below it. It is therefore recommended to place specific rules first – with a higher number of conditions (e.g. a rule only for high-priority incidents for the IT department.) and then to leave the general rules further down the order – with a lower number of conditions (A rule for all other requests without special conditions).