🆕 Viewers Feature in ToolSense

Purpose

The "Viewers" feature allows for explicit management of:

• Who can view and interact with tickets

• Who receives notifications about ticket updates

It clarifies the involvement of different entities in a ticket by showing their specific roles, such as:

• Assignee

• Viewer (previously Follower)

• Creator

Key Changes from "Followers" to "Viewers"

• The "Followers" field has been renamed to "Viewers".

• This change has been applied across the system, including:

  • Web interface (WEB)

  • Emails, specifically in the following templates:

    • “Ticket you are following has …” → now reads “Ticket you are viewing has …”

    • “You were added as a follower to a ticket.” → now reflects being added as a viewer

  • Ticket details

  • Ticket activity logs

  • Push notifications

Who Can Be Selected as Viewers?

• The following entities can be selected as ticket viewers:

  • Site Managers
    The site manager/s of the asset/s involved in the ticket

  • Teams
    A team can include multiple individuals (Users or Emails).

  • Users
    Individual ToolSense users.

  • Emails
    Specific email addresses.

  • Groups

    • Can be added via a dropdown menu.

    • The list of groups shown will follow current group visibility logic, showing all groups below the user's context.

    • If a group is added, all members of that group will have visibility on the ticket.

    • Notification toggles are disabled for Groups.

Management of Viewers

• Each selected Viewer (Site Manager, Team, User, Email, Group) is shown as a separate line in the viewer list.
  
  Removing Entities

  • Only users that have access to the ticket that has admin role in the platform and the ticket creator can remove any entity from the viewers list.

  • Standard Users who have access to the ticket can:

    • Remove themselves

    • Remove entities they added

  • The ticket creator cannot be removed from the viewers list.

  • When removing an entity, a confirmation message is shown before finalization.

  • All actions (adds/removes) are recorded in the ticket’s activity logs
    

    

    
    

Ticket-Related Notifications & UI Toggles

• Ticket-related notifications (Email/Push) are controlled via toggles in the UI.

Who can manage notification toggles?

• Anyone who can see the ticket can manage these toggles for the viewers.

Unsubscribe from this ticket

• When a user clicks "Unsubscribe from this ticket", they will:

  • Stop receiving all ticket notifications for their individual account regardless if they are a viewer and their notification toggle is enabled

  • Stop receiving notifications for any team or handler roles they’re part of on that ticket, the notification toggle is enabled for the team or handlers they’re part of

Conditions to Receive Ticket-Related Notifications

A user will receive email or push notifications only if all the following conditions are met:

1. At least one of the notification toggles (Email or Push) is ON in their User Settings

2. The user has not clicked “Unsubscribe” on the specific ticket

3. The Feature Flag ticketEmailNotificationsDisabled is set to false

4. TicketPushNotificationsDisabled is set to false

Specific Cases Regarding Notifications

Case 1: Notification toggle inconsistency

• If the Notification toggle is OFF at the Ticket Handler level, but ON at the Ticket level,
  ➤ Notifications will NOT be sent to that specific user.

• Fix: The user/team must be explicitly added as a Ticket viewer and the toggle turned ON at the Ticket level.

Case 2: Toggle is ON, but no notifications are sent

• If a user’s toggle is ON but notifications are not being sent, it’s likely they have unsubscribed from the ticket.

Case 3: Internal Ticket Comments made by OEM

Email/Push Notifications for Assignees/Viewers from OEM groups:

• If any Ticket Assignees or Viewers are from an OEM group, and the relevant Feature Flag ( hideInternalComments) is false they should receive notifications as per current system behavior.

• If the Feature Flag is true, they should not receive notifications.

• If the Assignees or Viewers are from a Customer group, they should not receive notifications about internal OEM comments.

• Email subject:
  "A ticket you’re assigned to in ToolSense has a new comment (#ticketID)"
  ➤ This and the push notification depend on the above logic.

Summary: A user will NOT receive internal comment notifications if:

• They are not from the OEM group

• They are from the OEM group, but the hideInternalComments feature flag is true for them

Webhooks on Tickets

• Current group visibility behavior should not change, as this is essential for webhook integrations.

• Webhooks are sometimes linked to root groups, not just customer groups.

• Keeping group visibility intact allows root-level webhook integrations to still work correctly.