Proactive Notifications

Overview

Proactive notifications allow you to set and receive notifications about highly important tickets once a certain 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.

In this article:

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 allow you to customize your gauges and work on the backend to send you proactive notifications about highly important tickets once a certain threshold is met. These thresholds can be applied to any gauges where you want to proactively be informed by 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 PSA (Manage) Critical and unassigned service tickets goes beyond a certain threshold.
  • Receive an email notification if the Customer Updated PSA (Manage) service tickets crosses the threshold because they are not attended.
  • Get notified when device availability crosses the defined threshold for PSA (Manage) Device availability.
  • Receive an email if the utilization of the technician is below the threshold for Technician Utilization ratio for ConnectWise 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.

  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. Click Add Workflow.
  3. In the Threshold dialog box that appears, ensure the Threshold setting is selected on the left. Complete the following fields:

    Note: Do not click Apply until you have completed details for all three settings listed in the left menu.

    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. In the Configure Threshold section:
      1. Ensure an id_count value 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. (Optional) Click the +Add button to set up additional conditions for the threshold.
        BG-threshold-workflow.png
  4. Next, select the Schedule setting on the left. Complete the following information:
    1. Define Schedule: Enter a specific date and time you want to start receiving proactive notifications from, or use the drop-menu to select a time that is one or more minutes/hours in the future from now.
    2. Repeat Every: Set how often you want the notifications to repeat.
    3. Trigger Between: Select whether you want these notifications to trigger every day, or if you want to set a specific day and time. Choosing a specific day and time allows you to customize the calendar days and times you receive proactive notifications.
      BG-threshold-schedule.png
  5. Next, select the Alert Script setting on the left. Complete the following:
    1. Select an option from the How do you want to receive notifications? drop-down:
      1. 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.
      2. 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.
      3. Email: Enter the email address of the recipient for these notifications and CC anyone else you want to be notified.
        BG-threshold-alertscript.png
    2. Add any additional information you want to the Message template input. See available tags in the table below.
      Name of the tag 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
  6. Click Apply in the lower right corner.
  7. 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.

    Note: It may take five to ten minutes to receive a notification in your Slack channel that the workflow is ready.

Customize Proactive Notifications Sound and Color

  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. When you are satisfied with your options in this screen, click Apply.colorpickeridcount.png
  9. Now that you have set your color and sound for your proactive notification, meeting that threshold turns the number in your gauge to the color you picked earlier.red7.png
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