LP2: Notification Hub

Introduction

Based on feedback from our users, the new Notification Hub feature is designed to streamline communication and discussion about your e-flow projects directly within the e-flow application.

Users will no longer need to rely on chat and email for discussing their workloads, as all relevant communication will now be available in a centralised location.

Each ticket receives a unique ID once created for findability.

 

 

The Notification Hub Dashboard

This Dashboard is the place where users can view all of the Notification Hub Tickets that have been raised to your user. It’s your one stop shop for responding to, raising, and viewing Notification Hub Tickets.

Within the table, users can see data relating to their tickets and can sort any of the columns within the table to their preference. The Status of each ticket is represented by the colour banner to the far left of the table:

• Blue = Running
• Green = Completed
• Orange = Paused

Displaying ‘Completed’ tickets within the table can be toggled On/Off using the ‘Show Completed’ button.

 

Each ticket can be expanded using the button next to the ticket name. Expanding the ticket will present the user with even more data, consisting of:

• Activities linked to the ticket
• Contacts associated with the ticket (e.g., who created the ticket, who last updated the ticket)
• The 'Issue Type' associated with the ticket

 

The Notification Hub Ticket Wizard

One of the ways that users can initiate the creation of a Notification Hub Ticket is via the Ticket Wizard.

To access this page, simply click on the ‘Create Ticket’ button found in the Dashboard page.

Users are asked to complete a 3-step wizard in order to initially create the ticket.

 

1.Fill in the Ticket Name and the Ticket Description. The Ticket Name cannot be updated once the Wizard is completed.

 

2. Select the relevant e-flow Organisation using the Organisation Picker.

 

3. Select the contact who will be responsible for resolving the ticket. This user can be updated after creation of the ticket.

 

4. Clicking 'Complete and save' below will take the user to the Ticket Page, where further details can be added

 

Raising a Ticket from the Activity Summary Page

Users also have the option of raising a Notification Hub Ticket against an activity directly from the Activity Summary Page. This has the added benefit of auto-populating the Organisation selected for the ticket and automatically linking the relevant activity to the ticket.

Within the Activity Summary Page, click on the ‘Create Ticket For Activity’ button to open a new Notification Hub Ticket Wizard page, with some differences.

The wizard will signpost the activity that will be automatically linked upon creation, and is also missing the ‘Organisation’ step.

Upon completion of the wizard, you will be taken to the Ticket Page, and the Organization and Activity will both already be selected.

 

The Activity Summary Page Notifications Tab

There is a new tab that can be found within the Activity Summary page called ‘Notifications’.

Within this tab, users can see all the Notification Hub Tickets that have been raised against the activity that is being viewed. This tab acts as a powerful Auditing tool, where a full history of communications relating to a specific e-flow activity can all be viewed in one place. The table functions exactly the same as the Notification Hub Dashboard.

 

The Ticket Page

Within the Notification Hub Ticket page users are given the tools to discuss and query their e-flow projects.

 

The tools at your disposal are as follows:

• Linked Activities

Users can link e-flow activities to the ticket using the ‘Link an Activity’ modal. There is no limit to the number of activities that can be linked to the ticket and activities can be removed from a ticket using the ‘x’ button.

This is a non-mandatory field.

 

• Issue Types

Users can add Issue Types to their tickets. Issue Types are a customisable glossary that allow for your organisation to report on the types of Issues that Notification Hub Tickets are getting raised for.

This is a non-mandatory field.

 

• Status

Each Notification Hub Ticket has a Status, and can be set to Running, Paused, and Completed.  By default a Ticket will be set to Running.

 

• Due Date

Users are able to set a Due Date for a Notification Hub Ticket, allowing for KPI reporting (when created) and deadline tracking. This date can be updated at any time.

This is a non-mandatory field.

 

• Contacts

Contacts can be added to the ticket via the ‘Contacts’ section. Any contacts added will have the ability to view the ticket and update details of the ticket. They are not ultimately responsible for the resolution of the ticket

 

• Assigned To

An assignee can be set for a ticket and this is a mandatory field. This user has access to view the ticket and make any changes. They are ultimately responsible for resolving the Notification Hub Ticket.

 

• Discussion Section

Users can discuss the ticket in the ‘Discussion’ section. The Discussion box features a power suite of features for facilitating back-and-forth between e-flow users and also allows for the copying and pasting of screenshots into the Ticket.  When happy with their comment, the user can post it by using the Post Button.

(Note: Posting a comment does not save all of the details on the ticket, only the comment. Any additional changes to fields within the ticket must be saved using the ‘Save’ button in the top right corner. Users will be notified when trying to navigate away from the Ticket Page if there are any unsaved changes.)

 

Notification Hub Emails

The Notification Hub will send various email notifications for users who like to manage their workload via the email inbox.

 

These include:

• When your account is Assigned to a Ticket
• When your account is added as a Contact on a Ticket
• When your account is removed from a Ticket
• When a comment has been added in the Discussion section of a Ticket that you have visibility of
• When the Status changes of a Ticket that you have visibility of

 

Email from Notification Hub will contain various data about the ticket. It will also include a link to the ticket and a colour theme which indicates the current status of the ticket