About Chat notification in ITSM-NG
This feature allows you to send chat notification from ITSM-NG to your chat application.
Enable Chat notification
To activate chat notification, go to
Setup > Notifications.
You need to enable followups to get notification on your chat application.
Enable followup and
Enable followups via chat to
Yes and then click on
Third party followup configurations
Before manipulate notifications, you must configure an incoming webhook url which will get the notification for your chat application.
Create incoming webhook with RocketChat
Connect to your RocketChat application with an administrator user.
Profile icon > Administration > Integrations > New.
To configure your webhook, set a name and select the channel where notifications will be sent.
Set a user and save.
Note: the selected user must be a bot.
Then, click on your new webhook and copy the webhook URL :
Create incoming webhook with Slack
Connect to your Slack application with an administrator user.
Go to https://api.slack.com/ and click on
Your apps > Create an App > From scratch.
Set a name, select the workspace and click on
Then, click on
Add features and functionality > Incoming Webhooks.
Activate the feature, scroll down and click on
Add new Webhook to Workspace.
Select the channel where notifications will be sent and click on
Copy the Webhook URL at the end of the page.
Create incoming webhook with Teams
Connect to your Teams application with an administrator user.
More options > Connectors
Incoming Webhook in the search bar and add the connector.
Click on the
Configure, set a name to your webhook and click on
Copy the webhook URL.
Chat notification configurations
Setup > Notifications > Chat followups configuration.
Select your chat application in the
Mode dropdown and paste the webhook URL previously configured in
To check that everything is working, click on
Test. It will send a test notification on your chat application.
Sample test notification :
How to implement a chat notification
Note: for the following steps, we will take as an example the implementation of a chat notification when creating a new ticket.
Setup > Notifications and click on
Ticket in the search filter and click on
Templates tab and click on
Add a template.
Chat option on the
Mode dropdown and select the
Notification template you want to associate it.
Enable automatic action to send the chat notification
Setup > Automatic actions.
Chat in the search filter.
queuedchat action and update the
Status dropdown to
Run frequency as you want and click on
Note: if you set Run mode as CLI, please refer to the following documentation:ITSM-NG Post installation