Receive in-app notification for issue status change

[ibmfur]

Hi all,

I was trying to configure that as soon as a request status changes (i.e. from "New" to one of the custom statuses we created), I want the requester to receive an in-app notification within Workfront.

I understand from the documentation (https://experienceleague.adobe.com/docs/workfront/using/basics/use-notifications/notifications-reque...) that the requester can receive an email notification by default, but is there a way to allow for the in-app notification as well?

Thanks!!

[Kurt_Jones · Accepted solution]

jinxcjinxc, that is the only option out of the box that is available.  If you have Fusion, you could potentially have it send in-app notes to the user when statuses change on requests but that is the only option for doing in-app on this use case.

[ibmfur]

Thanks - have you experimented something like this in Fusion? Any tips?

[Kurt_Jones]

Jinxcjinxc,

You could have Fusion watch your requests for the status change, when that occurs, you could do a create record for Note type which allows you to direct a message to a team or user (like the requester), essentially using the same process the update feed does so the user sees it within Workfront notifications.  You could have a different note created based on the status if you needed to.

An example we do using this process (cause IT wouldn't allow us to tie into our email system) is when we create a user account.  We have a custom form on the user profile with question that says Send a Training Plan? Yes or No.  If Yes, it kicks off Fusion job to grab our training template and create a project for the user, we then post a note to the User account with the training plan link, which gives in-app notification but under global notifications there is an item to instant or email if user receives an update, so it also sends an email to user with the note and link (its a workaround).

[karenCWD]

Hi Kurt - love this idea. Is your training template something you could share? We are a small instance but will be adding users to Workfront and I'm curious what types of things you include in the training for onboarding new users that might be beneficial to my team. Obviously don't want to compromise confidentiality - just looking for best practice types of ideas. Thanks

[Kurt_Jones]

karenCWD, below is what our project training template looks like.  It reads like instructions for the user.  Our Parent tasks are Summary, Workfront Navigation & Search, Understanding Requests, Understanding Projects, Closing Project. We have licensing for the JumpSeat product which integrates with Workfront.  It provides us ability to make interactive guides on how to do things in Workfront and within the how-to field we're able to put links to those guides as part of the training for users to click and start the guides.  We also created a specific view called Training View to assure the users see the columns below and we ask them to switch to the view as part of the instruction.  Hopefully this is a good starting point.

[karenCWD]

Thanks for the info. Curious, how has your experience with Jumpseat been so far? 

[Kurt_Jones]

It wasn't difficult to setup overall, pretty straight-forward.  The JumpSeat folks provide you training and assistance as part of deployment to get you up to speed on building guides, once we got thru that we were able to build guides we needed pretty quick.  They also have pre-built WF guides you can purchase and tweak that could help speed things up.

[REVATHI1321]

Hi @Kurt_Jones 
 I am trying to implement a solution to send a notification to the task assignee when the task status is marked as "At Risk." However, when I use the "Create Record" action for the node record type, the message gets added to the comments section rather than sending an in-app notification as intended. Typically, when a task is assigned to someone, they receive an in-app notification with relevant information, and I want to display that message directly in the notification itself, instead of it being added to the comments section.- Eventually I need to send these notification's to dependent task assignees too.

Could you please advise if it's possible to send in-app notifications through Fusion for this use case?

[Kurt_Jones]

RevathI1321 -

There is no way in Fusion to send a direct in-app notification.  To workaround that, you need to trigger a notification event.  It has to be something related to the types of notifications you see in your user profile, those are the only events that trigger in-app notifications.  In my use case above for the training plan, my note is going to the User and there is a notification setting under Communications we have set for email/in-app called When someone includes me in a directed update so when the note writes to their user profile, they get both an email and in-app notification.

If you set up your NoteObjCode to go to the User(assignee), not the task, this should work, unless users are able to turn off the notification above.  We don't allow that notification to be turned off as we do use it in use cases like above for targeted messaging. One last thought, you could have two notes go out, one to the task like you may be doing now and another to the User's profile, reiterating the message for the task.  Just a thought, hope this helped.

[REVATHI1321]

@Kurt_Jones 
Thank you for your response. I was able to send the notification to the user following your suggestion. I wanted to ask if you've ever set up email notifications through Fusion? If so, could you share any tips or suggestions?

[Kurt_Jones]

Revathi1321,

No, I have not, our company doesn't allow integrations with any of our Microsoft products (like Outlook) so when I need to send emails based on stuff happening in Workfront, I follow what I told you above and try to see if there is a notification process already that triggers an email/in-app and then make Fusion send an update/note to that object so the notification is triggered...it has worked most of the time for me.

[Kundanism]

@ibmfur 

We practice similar, however to update the setting for individual user also. Sometime sounds extra, required to do.