BOFE web notifications
Part of the Maker-checker flows. These are notifications arriving at the back-office frontend.
Checker notifications
Story: Checker notifications
Whenever a pending change is created by a BO user, their direct supervisor is notified
In the rare case that the change is created preapproved (used for doc upload) no notification is sent
Maker notifications
Story: Maker notifications
Whenever a pending change is approved or rejected or failed the maker of the change is notified
This includes approval/rejection by checker or automatic rejection by the system at the end of the day
See details in: BOFE web notifications
Customer notifications
Related to Jira Ticketing System , user story: Notify customer when a ticket is changed .
When a ticket state is changed in a ticket related to a customer that customer is notified.
We use Jira webhook to watch Jira for any changes including tickets, users, etc.
For ‘closed’ notification, since for all of tickets, their final status must be ‘CLOSED’, we only need to check if a ticket’s status is ‘CLOSED’.
See details in Use Jira webhook to receive Jira changes and notify if needed .
Call center notifications
Related to Genesys Call Center and Jira Ticketing System
When a ticket is returned to the call center operator they would be notified in Genesys
Ticket transitions to trigger this: TBD
TODO: Technical analysis