Setting up notifications

For partners subscribed to Select or Enterprise plans.

This topic explains how to set up your notifications. Notifications are updates about expiration dates and other IT Glue activity.

Notifications overview

The kinds of events that can trigger notifications include:

  • Domain expiration
  • SSL expiration
  • Configuration expiration (warranty)
  • Flexible asset expiration
  • Document published
  • Password updated

The types of notifications will depend on the action you choose. The notification actions you will find with this feature:

  • Email - Notifications you receive by email.
  • Slack Webhooks - Notifications you create via a Slack custom integration.
  • Webhooks - Notifications you create via simple connections with other third-party apps, such as Zapier.

Webhooks are used to trigger an outbound API message to an external system. Therefore, you need a third-party integration for webhooks to work. Refer to the documentation of the third party to understand how to form the payload. We've helped out a bit with Slack by adding a customized webhook action for Slack. For help on this, see Setting up Slack webhook notifications.

Prerequisites

  • You must have Manager or Administrator access to configure notifications.
  • If you're setting up notifications based on flexible asset expiration dates, make sure you've checked the Expiration boxes for the desired date fields to include them in the scope of the trigger. See our Flexible asset field definitions topic for help.

Instructions

Defining the trigger

  1. Navigate to Account > Notifications.
  2. Click on + New to open the Create Notification screen.



  3. In the Edit Trigger section (step 1), add the following details:
    • Name: Enter a descriptive name for the trigger (e.g. SSL expiration dates).
    • Trigger: Select the trigger you want to use.
    • Lead time: This field only applies to expiration date triggers. Enter the number of days in advance you want to receive notice. For example, if you enter 3, you will receive notice 3 days in advance of the expiration date.
    • Already expired: Check this box if you don't want any lead time (you want to receive notices on the expiration date).
    • Enroll assets that already meet this criteria: Check this box if you want to also receive notices on anything that has gone past the lead time. So, if your lead time is 5 days, and you enable this option, you will include any assets that are within 5 days or less of their expiration.
    • Admin email: This email address will be alerted if notices fail.
  4. Check the Active box.
    • You can leave this box unchecked to make changes without sending incomplete notifications (and also to disable notifications without deleting them).
  5. Click Save Trigger.

Creating an email action

We'll describe how to create an email action, as it is the most common. If you want to send webhooks, you'll need to add the webhook URL and a key/value pair. The Slack article further above has a good example of how you would configure a webhook notification.

  1. In the Edit Actions section (step 2), add the following details:
    • Name: Enter a descriptive name for the action (e.g. email PSA to create a ticket).
    • Dispatch: Choose Email from the drop-down menu.
    • Recipients: Enter as many email recipients as you need.
    • Subject: Enter the subject line for the email.
    • Body: Enter the body text for the email.
  2. Click Save Action.
  3. Click the Send test button to test the action.

If the notification is active, your recipients should start receiving notifications by email within the next 24 hours. 

Example: Notification based on domain expiration

Best practices for expiration notifications

Based on our experience with other partners, a best practice is to set approaching expiration dates to notify at 90/60/30 days via three separate notifications. Some partners have configured one of the notifications to send an email to their PSA and automatically create a ticket to make sure that there is follow up with the client.

If you set notifications for 90/60/30 days, you may find that the "Enroll assets that already meet this criteria" option is not needed, or that it works better with the shortest lead time. Note that if you use this option, you could easily get multiple notifications telling you that something is expiring. That’s because when an asset with an upcoming expiration is updated, this will trigger another notification if that asset still meets the criteria. We may change this behavior in the future.

Common Questions

Can I customize the notification template?

Yes. To create custom notification templates, use the provided "references" in the subject and body fields (email notifications) or in the value field of the key/value pair (webhooks). You'll find these references in the Template Options section at the bottom of the screen. Then, when we send your notifications, the references will automatically be replaced by the information that's stored in IT Glue.

Do I need to test my action?

We highly recommend it. Testing your action will actually perform the job your action is set to do. So, for example, if your action is email, we actually send an email. If your action test fails or has incomplete information because a field is missing, you will need to modify your notification.

Note that test notifications are sent to the first email recipient, but the real notifications will be sent to the entire recipient list.

What should I do if notices fail?

IT Glue makes several attempts to send notifications before it considers the notification unsuccessful. This allows for any network outages and third-party downtimes. After reaching a maximum retry limit, IT Glue will notify you by sending an email to the "admin email." We recommend that you deactivate (using the Active checkbox) a notification that is consistently failing and then investigate the problem.

When there are undeliverable addresses, IT Glue sends an email that lists the email address that the notification could not be delivered to. Note that an out of office response could be the cause of an undeliverable address.

As a tip for managing email notifications: If an email recipient clicks the unsubscribe link in a notification email, they will no longer receive that notification. If they want to be resubscribed, a Manager or Administrator will need to resubscribe the email address from inside the relevant notification.

 

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