Create notification preference rule

  • Release version: Australia
  • Updated March 12, 2026
  • 1 minute to read

    • Define your preferred notification methods and delivery channels for receiving alerts whenever an escalation ticket is raised.

    Before you begin

    Get an overview of how to add delivery channels and notification preferences in this video.

    Role required: itil, rota_manager, rota_admin

    Procedure

    1. Navigate to Workspaces > Service Operation Workspace.
    2. Select the Schedule icon.
    3. On Schedules page, select On-call notification preferences tab.
    4. To define your preferred notification, select Create new and provide the following details:
      • Rule name
      • Select Define active days and hours to customise the rule with the following details:
        • All-day selection box
        • From and Until
        • Active days detail
        • Active days
        • Notification attempt
        Create notification preferences form
      • Select Use preferred schedule to reuse an existing schedule and provide required details.
      • In Notification Attempts, select Add new and select your preferred methods from the following:
        • Slack
        • MS Teams
        • Email IDs
    5. Select Save.