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Flow notification upon adding an Internal note on BMS

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Dear Community,


I would like to ask how possible to create a flow notification upon adding an internal note on BMS by some of the employee?
I would like to receive a notification on my mail account if some internal note is adding by someone.


Thank you very much in advance for help
Nataliya from Italy

Verified Answer
  • Hello Nataliya,

    Thats pretty straight forward, first create the email template that you wish to receive for the notification.

    Create a new Workflow and set the following fields:

    Created by: leave this blank

    Updated by: Leave this blank

    Activity Added by: Employees

    Activity type: Activity

    Leave all of the rest of the fields as they are.

    Go to the Notifications tab within the workflow and select who you would like to receive the email.

    I have mine set to Assigned resources but you can also add other people to be updated.

    Select Include Internal Notes to Yes and choose the email template you created earlier.

    My email template looks like:

    Subject: A staff member has updated your ticket  [%Ticket Number%]

    Body :

    A staff member has added a note to your ticket:   [%Ticket Number%]

    [%Ticket URL%]

    Note details below:

    [%ActivityDetails%]

    Added by:  [%ActivityCreator%]

    Ticket Details:

    Customer: [%Client Name%]

    Site: [%Site Name%]

    Email: [%Contact Email%]

    Subject: [%Ticket Title%]

All Replies
  • Hello Nataliya,

    Thats pretty straight forward, first create the email template that you wish to receive for the notification.

    Create a new Workflow and set the following fields:

    Created by: leave this blank

    Updated by: Leave this blank

    Activity Added by: Employees

    Activity type: Activity

    Leave all of the rest of the fields as they are.

    Go to the Notifications tab within the workflow and select who you would like to receive the email.

    I have mine set to Assigned resources but you can also add other people to be updated.

    Select Include Internal Notes to Yes and choose the email template you created earlier.

    My email template looks like:

    Subject: A staff member has updated your ticket  [%Ticket Number%]

    Body :

    A staff member has added a note to your ticket:   [%Ticket Number%]

    [%Ticket URL%]

    Note details below:

    [%ActivityDetails%]

    Added by:  [%ActivityCreator%]

    Ticket Details:

    Customer: [%Client Name%]

    Site: [%Site Name%]

    Email: [%Contact Email%]

    Subject: [%Ticket Title%]

  • Thank you very much for your reply and template. But I do not know why adding internal note does not work this flow. BMS audit shows that flow was triggered but I did not receive any e-mail notification.

  • Make sure you have your outbound email configured under company settings. Also if using kaseya email to send out but sending as your own domain name that you add the required spf records which can be found on kaseya's helpdesk knowledge base, this will ensure emails out aren't blocked.