Ticket Folder Capacity Notifications

Use this feature to email someone a list of the folders that have exceeded their capacity threshold (maximum number of tickets per folder).

  1. On the top menu bar, click System Management ( ) > Administration > Ticket Management > Ticket Notifications
  2. On the Notification Overview page, in the left column, click Ticket Folder Capacity Notifications

  3. On the Ticket Folder Capacity Notifications page:

    Action Description
    Add notification Click Add a Ticket Folder Capacity Notification. The Add a Ticket Folder Capacity Notification page appears. See Edits, below
    Modify notification

    In the main page, click the text in the Folders column to choose the notification to modify.

    The Ticket Folder Capacity Notification Detail page appears. Make edits as below

     

    Edits

    1. On the Ticket Folder Capacity Notifications Details page, on the left column, click Add a Recipient

    2. On the Add Ticket Folder Capacity Notification Recipient page, fill in the fields:

      Where/When to Send Description
      When to Send

      Choose when to send the notification
      Where to Send

      • To a recipient defined for my company: Choose recipient. To set up users, see Users

      • To an email address I specify: Type email address

       

    3. Click Add

     

     

    1. On the Ticket Folder Capacity Notifications Details page, on the left column, click Modify

    2. On the Modify Ticket Folder Capacity Notification page, fill in the fields:

      Field Description
      Description The description of the group
      Email Subject The text of the subject line of the email
      Folder Capacity Threshold (%) The percentage of the folder's capacity that causes the notification to be sent
      Message To Send

      Four types of information can be pulled in to the message text by typing these placeholder terms in double brackets:

      Information Description What to Type
      Date The date the Folder Capacity Threshold (%) was exceeded [[Date]]
      Folder Daily Capacity Folder Capacity Threshold (%): The percentage of the folder's capacity that causes the notification to be sent [[Folder Daily Capacity]]
      Folder Name The name of the folder whose Folder Capacity Threshold (%) was exceeded [[Folder Name]]
      Time The time the Folder Capacity Threshold (%) was exceeded [[Time]]

       

       

    3. Choose the ticket folders the notification applies to. Each folder chosen causes a notification to be sent when its capacity exceeds the threshold percentage you set

    4. Click Save

     

  1. You can enable or disable a notification from either the Notification Summary page or from the Notification Details page (while modifying it).

    Page How to Enable or Disable
    Notification Summary page
    1. In the left column, click Enable/Disable...Notifications
    2. Click the check boxes to choose the notifications and click Enable or Disable
    3. The Ticket Notification Summary/Overview page appears listing notifications
    Notification Detail page
    1. In the left column, click Enable/Disable this Notification
    2. The Ticket Notification Detail page appears showing the notification enable or disabled