When an incident is created, changed, or deleted, an email can be sent to an OnTime user or customer in the system. An even more powerful feature allows dynamic recipients can be selected, too, like [Created by] or [Assigned to].
Notifications can be limited to certain details about an incident—attachments, email messages, work logs, related items, or comments. This helps ensure users are not overloaded with notifications, but in the right position to help resolve your customers issues.
Once you've created a new notification type, you'll also want to customize how the email will actually looks. OnTime features a robust email template editor that you'll use, including our rich text editor and placeholder values. The template will embed the item details directly into the notification email, which means you can use the default field template for that item type, or a custom one with the fields you want to show.
Notifications are great for simple actions like items of any type being created, modified, and deleted. You can also track any changes by anyone on specific items you select for.
However, OnTime also allows you to configure more specific notifications for your needs. You can set up notifications for when item changes match certain criteria, such as sending one to the team leader when an item's Notes field is changed.
An even more powerful type of notification are filter notifications. These allow you to be notified when items match a backlog filter you've created. In the following example, an existing filter, for incidents not closed after 24 hours, is used to power a new notification. The notifications will be sent intelligently to the team leader, as well as the specific user any filtered incident is assigned to.