Create notification preference rule

Define your preferred notification methods and delivery channels for receiving alerts whenever an escalation ticket is raised.

Before you begin

Get an overview of how to add delivery channels and notification preferences in this video.

Role required: itil, rota_manager, rota_admin

Procedure

1. Navigate to Workspaces > Service Operation Workspace.

2. Select the Schedule icon.

3. On Schedules page, select On-call notification preferences tab.

4. To define your preferred notification, select Create new and provide the following details:

   • Rule name

   • Select Define active days and hours to customise the rule with the following details:

     • All-day selection box
     • From and Until
     • Active days detail
     • Active days
     • Notification attempt

-   Select **Use preferred schedule** to reuse an existing schedule and provide required details.
-   In **Notification Attempts**, select **Add new** and select your preferred methods from the following:
    -   Slack
    -   MS Teams
    -   Email IDs

1. Select Save.

2. Edit On-call team preference using Teams menu
   Use the Teams menu to edit the on-call preferences for a selected team.

3. Manage delivery channel
   Add, edit, and delete delivery channels for notification preference rules in Service Operations Workspace.

Parent Topic:Configuring On-Call Scheduling in Service Operations Workspace