Proactive Notifications

Overview

Proactive notifications allow you to set and receive notifications about highly important tickets when a threshold is met on a gauge. You can choose to be notified via Microsoft Teams, Slack, or email.

Note: 

  • This feature is currently only available for EA partners.
  • This feature is only available on number gauges.

Why Use This Feature?

When it comes to serving your clients efficiently, you always want to make sure you are paying attention to any unassigned tickets that are of critical priority. The thresholds available in BrightGauge™, a ConnectWise solution, allow you to customize your gauges and work on the back end to send you proactive notifications about highly important tickets after a threshold is met. Set thresholds for any number gauges you want to proactively monitor through BrightGauge. You do not have to be on the screen for BrightGauge to keep observing thresholds for you before it triggers a notification on your choice of medium (currently Microsoft Teams, Slack, or email).

Some other use cases that you can enable include:

  • Receive a Microsoft Teams message if the number of ConnectWise PSA™ (Manage) Critical and unassigned service tickets goes beyond a designated threshold. 
  • Receive an email notification if the number of Customer Updated PSA service tickets crosses the set threshold because they are not attended. 
  • Get notified when device availability crosses the defined threshold for PSA Device availability. 
  • Receive an email if the utilization of the technician is below the threshold for Technician Utilization ratio for PSA Time Entry Extended dashboard.

Set Up Proactive Notifications

Follow the steps below to set up proactive notifications in Microsoft Teams, Slack, or by email.

Note: Microsoft has recently announced the retirement of Office 365 connectors within Microsoft Teams. We are currently assessing the impact to the webhook configuration process. Support to create new webhook URLs for Microsoft Teams may be temporarily affected.

  1. Select a number gauge to open the Gauge Builder.
  2. Click the Design tab in the upper left corner, then locate the Workflow section on the left-hand side navigation. Click Add Workflow
  3. In the New Workflow dialog box that appears, complete each step on the left-hand side. After completing each step, click the Next button in the lower-right corner to proceed. 
    1. Details: Enter details for your workflow.
      workflow-detail.png
      1. Enter a workflow name in the Workflow Name field. We recommend using a descriptive name that includes the name of the gauge you want to apply proactive notifications to.
      2. (Optional) Complete the Workflow Description field to give added context to the workflow (100 character limit).
    2. Workflow Triggers: Configure your workflow triggers.
      workflow-triggers.png
      1. Ensure a measure is selected in the first drop-down.
      2. In the middle drop-down, select a symbol to inform what triggers the threshold notification.
      3. In the third field, enter the number you want this threshold to reach before it starts sending you proactive notifications.
      4. Click the checkmark icon to save the trigger.
      5. (Optional) Click the +Add button to set up additional conditions for the threshold.
    3. Schedule: Establish your notification schedule. Complete the following fields under When do you want to receive notifications?:
      workflow-schedule.png
      1. Starting on this day: Use the date picker to select a start date.
      2. At this time: Use the time picker to select a start time.

        Note: You can select a start time earlier than the current time, but you cannot select a start date before today's date.

      3. Repeat Every: Use the drop-down menus to select how often you want the workflow to run.
      4. When do you want this workflow to run?: Select whether you want the workflow to run daily or on specific days/time ranges.
        In the example below, the workflow trigger first occurs on Tuesday, July 2 at 2:48pm, but each subsequent trigger will occur between 2:55pm and 3:35pm every Tuesday and Wednesday.
        workflow-trigger-example.png
    4. Alert Script: Complete the following details about your desired alert messaging:
      1. Select an option from the How do you want to receive notifications? drop-down:
        1. Email: Enter the email address of the recipient for these notifications and CC anyone else you want to be notified.
          workflow-email.png
        2. Microsoft Teams: Copy the webhook URL from Microsoft Teams and paste it into the Webhook URL field. For more information on using a webhook as a connector, please see the Microsoft Teams documentation, Create Incoming Webhooks.

          Note: Support to create new webhook URLs for Microsoft Teams may be temporarily affected as we assess changes to the webhook configuration process.

          workflow-msteams.png
        3. Slack Channel: Copy the webhook URL from Slack and paste it into the Webhook URL field. For more information on using a webhook as a connector, please see the Slack documentation, Sending messages using incoming webhooks.
          workflow-slack.png
      2. Add any additional information you want to the Message template input. See available tags in the table below.
        workflow-message-template.png
        Tag Name Tag Description

         

        recipient_first_name Recipient's first name
        recipient_name Recipient's full name
        gauge_title Gauge Name
        gauge_link Unique Gauge URL
        workflow_title Workflow Name
        workflow_created_by Workflow creator's name
        workflow_created_email Workflow creator's email
        gauge_created_by Gauge creator's name
        your_company_name Your company's name
        your_company_logo Your company's logo
  4. Click Create Workflow in the lower-right corner.
  5. Click the Save button in the upper-right corner of the Gauge Builder, then choose whether to update the current gauge or create a new copy of the gauge. Click Save again. You can now receive proactive notifications about critical tickets after that number of tickets is met in the threshold.
    workflow-save-gauge.png

    Note: It may take up to 15 minutes for a workflow to be ready.  

Deactivate or Reactivate a Proactive Notification Workflow

If you need to turn off a proactive notification for a while but save it for future use, you can deactivate it and reactivate it as needed.

Note: The number of available notifications is limited based on your plan. If you reach the limit, you must deactivate or delete a workflow before you can add a new one.

To deactivate a proactive notification:

  1. Select a gauge to open the Gauge Builder.
  2. Click the Design tab in the upper-left corner, then locate the Workflow section in the left navigation.
  3. Use the toggle to switch off the workflow you want to deactivate.
    deactivate-toggle.png
  4. In the Deactivate Workflow confirmation pop-up, click OK.
    deactivate-popup.png
  5. In the upper right corner of the Gauge Builder, click Save, then select the radio button to Update the current gauge. Click Save again.
  6. Your workflow is now deactivated.

Repeat the same steps as above when you want to reactivate your workflow, switching the toggle on and confirming in the Activate Workflow pop-up before saving changes.
activate-workflow.png

Delete a Proactive Notification Workflow

To delete a proactive notification workflow, follow these steps:

  1. Select a gauge to open the Gauge Builder.
  2. Click the Design tab in the upper left corner, then locate the Workflow section on the left-hand side navigation.
  3. Click the workflow you want to delete.
  4. Click the Next button to move through the workflow wizard until you get to the Alert Script screen.
  5. Click the red Delete Workflow button in the lower left corner.
    workflow-delete.png
  6. Select the checkbox next to the Delete workflow and alert scripts. This action cannot be undone! message.
  7. Click Delete.
    workflow-delete-confirm.png
  8. In the upper right corner of the Gauge Builder, click Save, then select the radio button to Update the current gauge. Click Save again.
  9. Your workflow is now deleted.

Customize the Sound and Color of Proactive Notifications

  1. Click the three dots on the upper-right of the gauge of your choosing and click Gauge Info
  2. Click Edit in Gauge Builder
  3. In the Design tab of the Gauge Builder, you can edit the alert sound and color of your gauge when the threshold you set is met in the Sound & Color Thresholds section. 
  4. Configure the threshold you want to meet when you get a notification by choosing one of the options in the drop-down menu. 
  5. In the Value field, enter a number for the threshold. 
  6. Choose a color from the color picker that suits the color you want to represent on the gauge when your threshold is met. 
  7. Click Play Dashboard Alert. The Notification Sounds drop-down requires you to choose an alert sound. To add more sounds, click the + Add button. 
  8. Click Apply.
    colorpickeridcount.png
  9. Now that you have set your color and sound for our proactive notification, meeting that threshold turns the number in your gauge to the color you picked previously.
    red7.png
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