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Notification filters or by analyst preferences?

Jason_MeyerJason_Meyer Customer Advanced IT Monkey ✭✭✭

Our Cireson portal / SCSM environment has multiple notifications configured at an organization level. The question has come up from our Analysts if it is possible to set notification preferences or configuration by analyst?

Some analysts have a LOT of work in Service Portal and they currently have email inbox rules that filter out all of the notifications that our environment sends to them because it is too much. They already work in the Portal every day.

Other analysts in our environment have very LITTLE work and 'rely' on these notifications to let them know there is something waiting on them.

Is it possible to configure these notifications at an 'analyst' level? Or, better yet, can a Notification Profile feature be added to the User Settings panel that would enable the 'analyst' to control what notifications are sent to them. Example: All Notifications, Only @Mentions, Only Action Log Updates, etc.


Appreciate any thoughts from the community and Cireson. Happy Holidays everyone.


Jason Meyer

State of Nebraska

Answers

  • Adam_DzyackyAdam_Dzyacky Product Owner Contributor Monkey ✭✭✭✭✭

    Or, better yet, can a Notification Profile feature be added to the User Settings panel that would enable the 'analyst' to control what notifications are sent to them. Example: All Notifications, Only @Mentions, Only Action Log Updates, etc.

    Interesting...

  • Simon_ZeinhoferSimon_Zeinhofer Customer Advanced IT Monkey ✭✭✭
    edited December 2022

    @Jason_Meyer A maybe stupid idea about that:

    Create notification subscriptions for certain incident support groups whenever an incident is created for that support group or assigned to them, lets say SuppA, SuppB, SuppC.

    Create 3 AD Groups, suppa-incident-notification-users, suppb-incident-notification-users,suppc-incident-notification-users and use them as recipients for the newly created subscriptions - ofc you have to be sure these groups are mail enabled.

    Do the same for lets say service requests and create 2 Standards inside the Asset Management Administration. The one is called Incident Notifications, the other is Service Request notification. Inside the notes or description or whatever you just write -incident-notification and/or -servicerequest-notification.

    Now you build a request offering only available for the analysts, who should be able to change that behaviour. First propmt is a Query result picker for the 2 standars which you created earlier, 2nd one is a simple list with enable and disable.

    So when they select e.g. the Incident standard and select enable, a runbook will be called inside the sr template, which gets the name of the ad group based on the support group (i don't know how you map these inside your company, maybe its inside the office property inside the AD user class) and the string inside the standard. When the user is not a member of this group, your runbooks adds him and from that time on, he/she will get notifications. When another user selects disable, the user will be removed from the ad group, if he/she is a member. You could also use an AD Group for mentions inside the portal and only users from this ad group might be mentioned at all - and inside the RO users may select this mention group, together with enable or disable.

    I guess the whole scenario would need lots of preparation and work, but I guess it would be possible.

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