With the release of Notify Extended V 1.6, today, I’m happy to announce a bit more flexibility for Nag alerts. While this may be confusing to some, it’s really not that difficult to understand. This blog post will help to understand what is going on, and the changes with these.
The idea behind nags was always to ensure that tickets were answered in a quick and timely fashion. However, some tickets may not need such immediate attention, and some may not want certain departments, or even statuses (say, On Hold) to have ‘nags’ issued.. Some may only want ‘high priority’ tickets to nag. So, a bit of reconstruction to this was done, and that’s introduced in Notify Extended v1.6. Here’s how the flow worked before:
— Ticket status was checked. This was a hard coded check at the time
— If the ticket status passed check, then it went through to the department
— If the department check passed, then the ticket nag went through, as alerts were configured
Now, here’s how the nag flow works as of v1.6. Rather than hard code elements, everything is customizable. See the alerts -> Nags Configuration tab
— Ticket priority is checked.
— If ticket priority says alert, then the status of the ticket is checked
— If the status of the ticket says alert, then the department is checked
— If the department says to alert, then the alert is passed to wherever you have configured for nags to alert in the alert tabs
It’s a bit more complicated, but overall way more flexible, as the system can now take a good bit more input from you, the site owner, which it should.