if we configure 4 different notification methods for a contact for low, normal, high & emergency.
Now an activity happened to a ticket & a notification will be triggered, where in SDM it is decided to use one of the notification methods...
I've got the following reply:
Notifications are triggered by three things - either an activity notification, a multiple notification macro (fired by an event), or a manual notification from a ticket.
Activity notifications have notification rules on them.
Each notification rule has a notification template specified on it
each notification template has a notification level specified
that notification level is what determines which notification method is used at the contact level - each contact has notification methods tied to notification levels.
There you go! Jon's response is more accurate. I took too long to respond.
The notification method levels are configured on the Message Templates. On the templates they're called Notification Levels. You would need to build new or modify notification rules with message templates set to the desired notification level. Then navigate to the Activity Notifications and add the new rules to the desired activities.
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