Custom Notifications

The Custom Notifications facility gives users the ability to control the ticket types and severity levels of alerts you receive.

By default, an “Alert-level” ticket is defined as any ticket of “FAILURE” or “CRITICAL” priority level. With Custom Notifications, you have the ability to change not only what priority level of tickets you get alerted on, but also which categories of tickets you might receive alerts for.

To customize your notification settings, select “My Profile” from the Administration menu in the upper right corner of your screen. Look for the “Custom Alerts” column in the Notifications section at the lower part of the page.

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In Viakoo, you have the opportunity to choose to receive email or push notification alerts when “Alert-level” tickets are opened. These settings are unique for each location you are subscribed to. You can also customize the kinds of alerts you can receive, for both the priority-level and category of ticket alerts you will receive.

To open the customization dialog, click on the “Modify” button.

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The “Modify” button brings up the Custom Notifications Pop-Up. If this is the first time bring this up, what you will see is your inherited settings of the environment.

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Hover your cursor over the help (‘?') icon to understand current settings.

To change settings, simply move the slider to  the minimum ticket priority required for alert notifications. These changes only affect your notifications and no other user. Moreover, if you have multiple locations that you have been subscribed to, these changes will only affect the current context and not others. For example, this user's account is subscribed to “Acme Sprocket Company” and “Acme Widget Company.” In this example, only the “Acme Sprocket Company” tickets are affected by these customizations.

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When changing settings, the position of the slider control indicates the minimum-level priority that will be alerted. Notice that the ticket priorities enabled for alerting are opaque while disabled ticket priorities are muted.  If you slide the control all the way to the right under the grey ticket, that means tickets of any priority will send alerts when they open. Sliding the control all the way to the left has the effect of disabling alerting for all priority tickets.  

You can also return a customized control back to its default settings by clicking on the “Reset” button.

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Ticket Groups

There are many different kinds of tickets. A comprehensive list of all the ticket categories are documented here.

For many users, their responsibilities are limited to only part of the physical security infrastructure. For example, a Surveillance Tech may only benefit from alerts from the “Video” infrastructure, while someone from IT might be responsible for the Servers and Switches.

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By moving your mouse over the display, customization controls appear for the group under your current mouse. To change the settings, click or move the slider for the associated ticket group.

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To  customize down to the individual ticket categories, click on the “Advanced” button associated with the ticket group you want to customize. This will expand the group to reveal all the available ticket categories in that group.

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From there, you can disable or customize the alert-level for any individual ticket category. You can customize some, all or none.

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After you’ve made your customizations, you can collapse the group details to hide them ...

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...or just “Save” all your customizations.

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The next time you click “Modify” for this notification context, the display will summarize the customizations you have. If you have customizations down to the individual ticket categories, it will just show those individual customizations. Clicking “Advanced” on the group line will expand the display to include the full list of ticket categories for the associated group.

 

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You'll find more about tickets and ticket categories in the Tickets and Workflow section of the Viakoo Knowledge Base.

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