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    Subscribe to specific incident, contact or organization...
    Idea posted January 8, 2016 by CherylKWhiz, last edited August 15, 2018 by eleepHero, tagged Agent Desktop, System Admin and Configuration 
    124 Views, 3 Comments
    Title:
    Subscribe to specific incident, contact or organization activities
    User Story / Description:

    The idea is to allow an agent to set up and remove their own agent/user-level subscriptions to specific object values.

    For example, an agent (or manager) wants to be prompted each time a specific incident is updated. 

    Or an agent (or manager) wants to be prompted for any incidents created/updated for a specific contact. Maybe they only want to see this activity for one or two days. The ability to set a time frame for how long they would like to receive these notifications would be a nice feature.

    This would be valuable for tracking activities on many objects, including Organizations, Assets and some custom objects.

    Comment

     

    • wundys

      This looks to the be same as Subscription to incidents 

      We would like to have this feature also.

       

    • pshuey

      This is rather important functionality. Why isn't this available yet? When will it be? Being able to subscribe to incidents, contacts, orgs, for activity is rather important and readily available with other systems like JIRA or SFDC.

    • Sebastiaan

      And also here: Watching incidents

      I know this is an old post but I would just like to write here what I once did some years ago. (in case it is of any help to others)

      It is going to be a hassle depending on the amount of users in the system that require this watching feature.
      If it's only supervisors then this could be doable.

      The setup would require:

      • A custom text area "Subscribe" to be placed on the incident workspace
      • One business rule per watcher
      • The user that would like to subscribe enters his/her email address in the text area (multiple email address can be entered)

      The rule per user that would like to subscribe would be placed in a function called from the in progress state

      Function name: Subscribe

      Rule for agent A
      IF

      1. Incident.Updated from equals CX Console
      2. Incident.Subscribe matches regular expression agent.a@company.com

      THEN

      Email Incident Information
      Your email address:
      agent.a@company.com
      With subject line: Subscription - Incident update

       

      Another rule can be placed at the end (last rule in the function list) where an ELSE condition is included to inform an admin about a user who would like to subscribe but for which there is no matching email address in the rules.

      Rule for agent Z
      IF

      1. Incident.Updated from equals CX Console
      2. Incident.Subscribe matches regular expression agent.z@company.com

      THEN

      Email Incident Information
      Your email address:
      agent.z@company.com
      With subject line: Subscription - Incident update

      ELSE

      Send Escalation Notification to administrator
      With subject line: New
      Subscription Request