Notifications and support routing

Use Notifications to follow application and workflow events. Use Support Routing to configure the support recipients for ticket email. They answer different daily questions: what happened, and who should be told.

Find a recorded event

Open /notifications or follow a notification link.

1. Search for the ticket reference, correlation ID or relevant text.
2. Narrow Severity, Source, Category and Created time as needed. For a NetRatel task, Orchestration is the useful source.
3. Open the relevant row and inspect its details and linked work.
4. Mark reviewed items with Mark Selected Read.

The LIVE or DISCONNECTED indicator describes the live update stream. If disconnected, reload the page to inspect persisted records while checking the connection. Marking an event read doesn’t resolve the ticket or complete its task.

Route new-ticket email

An instance administrator opens Support Routing at /admin/support-routing and selects the Organization.

1. Under Support groups, create or choose the group and review its members. Use Add Group when a new group is required.
2. Under Routing, select Support coverage and review the organization’s provider/group routes. Use Add Route for the intended coverage.
3. Change Routing concern to Notification rules and choose Add Rule.
4. Select New unassigned ticket, choose a Support group or User recipient, leave the Email channel selected and review Enabled before saving.
5. Open Diagnostics, select the preview event and check the resolved recipient list.

The recipient preview is the useful check before testing a real event. A group name or saved rule doesn’t prove that the intended people resolve as recipients.

Bootstrap Defaults can create missing groups, coverage and new-ticket subscriptions for enabled organizations. It requires confirmation; review the proposed purpose and existing configuration before applying it.

Verify delivery

Ensure the organization’s outgoing sender is configured. Create a controlled unassigned test ticket and verify the expected recipients. If no email arrives, compare the routing preview with Pending Emails and its recorded delivery reason.

Customer updates, approval links and support routing have their own recipient context. When troubleshooting, identify the exact message type and original ticket instead of broadening recipients to see what happens.

Notifications interface · Support Routing · Notification rule options