To receive a notification directly into Microsoft Teams from a New Ticket arriving in your service desk queue, follow the instructions below.
Create the workflow rule for new ticket
Whenever a new ticket has been idle for too long, Talos will notify your selected Teams channel again about the inactive ticket.
- Login to Autotask and go to Admin -> Workflow Rules.
- Ensure you are on the Service Desk tab and click the New button
- Give the Workflow a recognisable name. We recommend that any workflow that is interacting with a TRIBU product starts with TRIBU.
- Fill out the description with something meaningful for quick reference.
- Tick on the Created By option and set it to this Anyone.
Note: you can set this to External Contact if you do not want notifications to come through from tickets created by your team.
- Scroll down to Conditions and set the first condition to Status -> equal to -> New
Note: We recommend that you DO NOT include your RMM created tickets.
- You can set other options as in the example below – we don’t want reminders or notifications about Monitoring Alerts to go to Talos. Still, we do want other ticket queues to be answered in a timely manner.
- Scroll down further to Updates and select UDF: TRIBU, and set the field to NewTicket
Note: No space in NewTicket
- Under Actions, set the ‘Then Execute Extension Callout’ and set it to your “TRIBU Callouts” callout from the previous step.
You can add in any other conditions and actions to take that follow your standard business procedures as well. However, there can only be one Extension Callout that must be set to go to Talos.
New Ticket Mentions in Microsoft Teams
With your New Ticket workflow now setup, you will want to set who on the team will receive the @mentions, so it appears in their Activity Feed. We refer to these people as “First Responders”, as they are first to review and take action on a ticket.
To manage the First Responders, issue the following commands in a direct chat to Talos
!setfirstResponder firstname.lastname@example.org For example:
or to set more that one person at a time.
!setfirstresponder email@example.com firstname.lastname@example.org
To remove a First Responder from receiving the notification in their activity feed, use the following command.
- Ticket resolved processing
- New ticket IDLE configuration
- Ticket SLA overdue configuration
- Customer replied configuration
Go to Using Talos