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Overview

ITSM-NG provides a comprehensive notification system to alert users about events such as ticket updates, asset changes, and system alerts. Notifications can be sent via email or integrated chat systems.

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Notification Architecture

The notification system consists of:
  • Notifications: Define when and to whom notifications are sent
  • Notification Templates: Define the content and format of notifications
  • Notification Recipients: Specify who receives notifications
  • Notification Events: Trigger conditions for sending notifications

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Configuring Email Settings

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Global Email Configuration

1

Navigate to email settings

Go to Setup > Notifications > Email followups configuration.
2

Configure sender

Set the default sender information:
  • Administrator email: Default sender address
  • Administrator name: Sender display name
  • No-reply email: Address for notifications that don’t accept replies
3

Configure reply-to

Set reply-to address:
  • Reply-to email: Where replies are sent
  • Reply-to name: Display name for reply address
4

Set notification options

  • Delay to send email notifications: Minutes (0-60)
  • Enable notifications by default: For new users

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Entity-Specific Email Settings

Override global settings per entity: 
Entity email settings:
  Administrator email: [email protected]
  Administrator name: Entity Admin
  Reply-to email: [email protected]
  Email signature: Custom signature for this entity
  Notification prefix: [ENTITY-NAME]
If not set, inherits from parent entity or global settings.

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Creating Notifications

1

Access notifications

Go to Setup > Notifications.
2

Add notification

Click Add to create a new notification.
3

Configure notification

Set basic parameters:
  • Name: Descriptive name
  • Active: Enable/disable notification
  • Type: Item type (Ticket, Change, Problem, etc.)
  • Event: Trigger event (New, Update, Delete, etc.)
  • Allow response: Enable email replies
4

Assign templates

Link notification templates:
  • Click Notification templates tab
  • Add templates for different notification methods (Email, Chat)
5

Configure recipients

Click Recipients tab and select targets.
See /inc/notification.class.php:200-289 for notification form implementation.

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Notification Events

Common notification events by item type:

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Ticket Events

New ticket: When a ticket is created
Update ticket: When a ticket is modified
Close ticket: When a ticket is closed
Satisfaction survey: After ticket closure
Solution approval: When solution is approved/rejected
Validation request: When validation is requested
Validation answer: When validation is answered

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Asset Events

New item: Asset created
Update item: Asset modified
Delete item: Asset deleted
Contract expiry: Contract is expiring
License expiry: License is expiring

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System Events

Cartridge threshold: Low cartridge stock
Consumable threshold: Low consumable stock
Cron task error: Automated task failure
Database connection: DB connection issues

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Notification Templates

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Creating Templates

1

Navigate to templates

Go to Setup > Notifications > Notification templates.
2

Add template

Click Add and configure:
  • Name: Template name
  • Type: Item type
  • CSS: Custom styling (optional)
3

Add translations

Click Translations tab to add content:
  • Language: Target language
  • Subject: Email subject line
  • Body (HTML): HTML email content
  • Body (Text): Plain text version

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Template Tags

Use tags to insert dynamic content: 
<!-- Common tags -->
##ticket.title##
##ticket.id##
##ticket.url##
##ticket.entity##
##ticket.authors##
##ticket.description##

<!-- User tags -->
##user.firstname##
##user.lastname##
##user.email##

<!-- System tags -->
##lang.ticket.title##
##glpi.url##

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Foreach Loops

Iterate over collections: 
##FOREACH FOLLOWUPS##
  <p>
    Author: ##followup.author##<br>
    Date: ##followup.date##<br>
    Description: ##followup.description##
  </p>
##ENDFOREACH FOLLOWUPS##

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Notification Recipients

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Available Recipient Types

Recipients can be:

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User Types

Global administrator: ITSM-NG superadmin
Entity administrator: Entity admin email
Author: Item creator
Technician in charge: Assigned technician
Item owner: Owner of related item
Recipient: Ticket requester
Observer: Ticket watcher
Validation approver: User who must validate
Task assignee: User assigned to task

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Group Types

Profile: All users with specific profile
Group: All group members
Group supervisor: Only group managers
Group without supervisor: Members except managers
Assigned group: Ticket assigned group
Requester group: Ticket requester's group
Observer group: Ticket observer group
See /inc/notification.class.php:43-134 for recipient type constants.

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Configuring Recipients

1

Edit notification

Open an existing notification.
2

Access recipients tab

Click the Recipients tab.
3

Select recipients

From the dropdown, select:
  • User types (Author, Technician, etc.)
  • Groups
  • Profiles
4

Save

Click Update to apply changes.

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Notification Queue

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Viewing Pending Notifications

Check the notification queue: 
SELECT * FROM glpi_queuednotifications 
WHERE is_deleted = 0 
ORDER BY create_time DESC;

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Processing Queue

Notifications are processed by cron:
  • queuednotification: Sends queued notifications
  • queuednotificationclean: Cleans old queue entries
Ensure the queuednotification cron task runs frequently (e.g., every minute) for timely delivery.

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Testing Notifications

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Manual Testing

1

Enable test mode

In notification settings, configure a test email address.
2

Trigger event

Perform an action that triggers the notification (e.g., create ticket).
3

Check logs

Review notification logs in Setup > Notifications > Queue.
4

Verify delivery

Check that email was received correctly.

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Advanced Configuration

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Email Signature

Configure entity-specific signatures:
1

Edit entity

Go to Administration > Entities and select entity.
2

Notifications tab

In the Notifications tab, set:
  • Email signature: HTML or text signature
See /inc/notification.class.php:644-655 for signature retrieval.

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Notification Prefix

Customize the email subject prefix: 
Default: [GLPI]
Entity override: [COMPANY-HELPDESK]
Set in entity configuration: Prefix for notifications.

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Allow Response

Enable email parsing for responses:
1

Check allow response

In notification configuration, enable Allow response.
2

Configure mail receiver

Set up a mail receiver to process incoming emails.
3

Test response

Reply to a notification email and verify it’s processed.
See /inc/notification.class.php:749-752 for allow response implementation.

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Notification Modes

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Email Notifications

Default mode, sends via SMTP or PHP mail(): 
Mode: Email
Method: SMTP, PHP mail, Sendmail
Encryption: None, TLS, SSL

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Chat Notifications

Integrate with chat platforms (Rocket.Chat, Slack, etc.): 
Mode: Chat
Webhook URL: Chat platform webhook
Channel: Target channel/room

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Troubleshooting

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Notifications Not Sent

Check:
  • Notification is active
  • Event matches configuration
  • Recipients are configured
  • Cron task is running
  • SMTP settings are correct
  • Queue is not stuck

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Users Not Receiving

Verify:
  • User has valid email address
  • User has notifications enabled in preferences
  • User has rights to the entity
  • User is not in date validity range
  • Email is not marked as spam

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Template Not Working

Confirm:
  • Template is assigned to notification
  • Translation exists for user’s language
  • Tags are correctly formatted
  • HTML is valid

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Best Practices

Notification Guidelines

  • Don’t overnotify: Only send relevant notifications
  • Clear subjects: Use descriptive subject lines with tags
  • Test templates: Always test in non-production first
  • Multilingual: Provide translations for all languages
  • Plain text: Always include text version for HTML emails
  • Unsubscribe: Respect user notification preferences
  • Monitor queue: Check for stuck notifications regularly
  • Log retention: Configure appropriate queue cleanup
Key notification classes:
  • Notification: /inc/notification.class.php
  • NotificationTarget: /inc/notificationtarget.class.php
  • Notification events: Lines 43-134 for recipient types
  • Email sending: NotificationMailing class
  • Queue processing: QueuedNotification class

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