Service Desk E-mail Notifications
Overview
Service Desk application has a number of default e-mail notifications sent to appropriate users and user roles.
All the conditions and e-mail notification recipients are defined in the Administration application → Services & Processes → Compliance Rules → Enabled filter.
Service Desk e-mail notification list is provided below.
Notification Name | Description | Trigger condition | Default recipient |
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Inform Responsibles when a new Ticket was created |
Send a notification to the users responsible for the ticket when a new ticket was created. Relevant types of tickets::
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Ticket is created on status "New" and "Inform responsible roles or users via e-mail" option is enabled in the general settings of the ticket. Responsible Role is notified either on the common e-mail address specified for the Responsible Role or e-mail will be sent to each user assigned to this role if the common e-mail is not defined. |
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Inform Users when a Ticket is in Progress |
Send a notification to the related users of the ticket when it is in progress Relevant types of tickets:
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Applying "Take over" action to the ticket and sending the e-mail based on the notification settings for the involved recipients: Related Users:
Ticket Initiator receives an e-mail if "Notification mode" of the ticket general settings is set to "Always". |
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Inform Users when a Ticket was closed |
Send a notification to the related users of the ticket when it was closed Relevant types of tickets:
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Ticket status is set to "Closed". E-mail is sent based on the notification settings for the involved recipients:
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Inform Responsibles when a Tickets resubmission date was reached |
Send a notification to the users responsible for the ticket when the resubmission date was reached. Relevant types of tickets:
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Ticket has reached the resubmission date specified in the general settings of the ticket and "Inform responsible roles or users via e-mail" option is enabled. Responsible Role is notified either on the common e-mail address specified for the Responsible Role or e-mail will be sent to each user assigned to this role if the common e-mail is not defined. |
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Inform Responsibles when a Tickets Reaction Time will soon escalate |
Send a notification to the users responsible for the ticket. Relevant types of tickets:
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E-mail notification is sent 15 minutes before the Reaction Time period ends and "Inform responsible roles or users via e-mail" option is enabled in the general settings of the ticket. Reaction Time depends on the Service Level Agreement applied for each type of ticket. Responsible Role is notified either on the common e-mail address specified for the Responsible Role or e-mail will be sent to each user assigned to this role if the common e-mail is not defined. |
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Inform Escalation Role and Responsibles when a Tickets Reaction Time escalated |
Send a notification to the escalation role and to the users responsible for the ticket when the ticket's reaction time escalated. Relevant types of tickets:
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Reaction Time period has ended. Reaction Time depends on the Service Level Agreement applied for each type of ticket. Responsible User and Responsible Role receive an e-mail if "Inform responsible roles or users via e-mail" option is enabled in the general settings of the ticket. Responsible Role and Escalation Role are notified either on the common e-mail address specified for the role or e-mail will be sent to each user assigned to this role if the common e-mail is not defined. |
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Inform Responsibles when a Tickets Solution Time will soon escalate |
Send a notification to the users responsible for the ticket. Relevant types of tickets:
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E-mail notification is sent 15 minutes before the Solution Time period ends. Solution Time depends on the Service Level Agreement applied for each type of ticket. Responsible User and Responsible Role receive an e-mail if "Inform responsible roles or users via e-mail" option is enabled in the general settings of the ticket. Responsible Role is notified either on the common e-mail address specified for the Responsible Role or e-mail will be sent to each user assigned to this role if the common e-mail is not defined. |
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Inform Escalation Role and Responsibles when a Tickets Solution Time escalated |
Send a notification to the escalation role and to the users responsible for the ticket when the ticket's solution time escalated. Relevant types of tickets:
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Solution Time period has ended. Solution Time depends on the Service Level Agreement applied for each type of ticket. Responsible User and Responsible Role receive an e-mail if "Inform responsible roles or users via e-mail" option is enabled in the general settings of the ticket. Responsible Role and Escalation Role are notified either on the common e-mail address specified for the role or e-mail will be sent to each user assigned to this role if the common e-mail is not defined. |
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Inform Responsibles when a Tickets reminder date was reached |
Send a notification to the people responsible for the ticket when the reminder date was reached. Relevant types of tickets:
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Tickets reminder date was reached. Reminder date is set when the ticket is paused. Responsible User and Responsible Role receive an e-mail if "Inform responsible roles or users via e-mail" option is enabled in the general settings of the ticket. Responsible Role is notified either on the common e-mail address specified for the Responsible Role or e-mail will be sent to each user assigned to this role if the common e-mail is not defined. |
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Inform Responsible Role when a Ticket was forwarded |
Send a notification to the responsible role when a ticket was forwarded to him/her. Relevant types of tickets:
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Applying "Forward" action to the ticket. Responsible Role is notified either on the common e-mail address specified for the Responsible Role or e-mail will be sent to each user assigned to this role if the common e-mail is not defined. |
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Inform Responsible User when a Ticket was forwarded |
Send a notification to the responsible user when a ticket was forwarded to him/her. Relevant types of tickets:
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Applying "Forward" action to the ticket. |
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Inform Owner and Responsibles when a Ticket was reopened |
Send a notification to the ticket's owner and to the users responsible for the ticket when the ticket was reopened. Relevant types of tickets:
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Applying "Reopen" action to the ticket. Responsible User and Responsible Role receive an e-mail if "Inform responsible roles or users via e-mail" option is enabled in the general settings of the ticket. Responsible Role is notified either on the common e-mail address specified for the Responsible Role or e-mail will be sent to each user assigned to this role if the common e-mail is not defined. |
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Inform responsibles of related tickets when a Ticket was closed |
Send a notification to the users responsible for related tickets when the main ticket was closed. Relevant types of tickets:
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Ticket status is set to "Closed" and "Inform related users about the closing of the Ticket" option was enabled when closing the task. |
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Inform Owner and Responsibles when a Ticket was posted back |
Send a notification to the ticket's owner and to the users responsible for the ticket when the ticket was posted back. Relevant types of tickets:
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Applying "Return to Role" action to the ticket. Responsible User and Responsible Role receive an e-mail if "Inform responsible roles or users via e-mail" option is enabled in the general settings of the ticket. Responsible Role is notified either on the common e-mail address specified for the Responsible Role or e-mail will be sent to each user assigned to this role if the common e-mail is not defined.
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Confirm creation of a new Incident to User |
Send a notification to the main user (initiator) when a new ticket was created. Relevant types of tickets:
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Ticket is created with status "New" and "Notification mode" of the ticket general settings is set to "Always" or "Create and Close". |
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Inform Users when an Incident was paused |
Send a notification to the related users of the incident when it was paused. |
Applying "Pause" action to the incident and enabling the following notification settings depending on the user:
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Inform Users when an Incident was merged |
Send a notification to the related users of the incident when it was merged with another one. |
Applying "Merge" action to the incident and enabling the following notification settings depending on the user:
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Inform Users when an Incident was closed |
Send a notification to the related users of the ticket when it was closed. Relevant types of tickets:
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Ticket status is set to "Closed", the reason is not "Expiration Date Reached" and e-mail sending is based on the notification settings for the involved recipients:
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Inform Users when an Incident was closed automatically |
Inform users when the ticket was closed automatically. Relevant types of tickets:
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Ticket status is set to "Closed" with the reason "Expiration Date Reached" and e-mail sending is based on the notification settings for the involved recipients:
Expiration date is specified in the Service Desk settings → Functionality Settings:
As a result, all tickets with status "On Hold" and Reason "Waiting for customer acceptance" will be closed automatically. |
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Inform Responsibles when a comment was added from User in SSP |
Send a Notification to the Responsible for the Ticket when a User added a comment to the ticket from the Self Service Portal. Relevant types of tickets:
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User added a comment to the ticket from the Self Service Portal. Responsible Role is notified either on the common e-mail address specified for the Responsible Role or e-mail will be sent to each user assigned to this role if the common e-mail is not defined. |
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Inform Responsibles when an E-Mail reply was retrieved |
Send a notification to the people responsible for the ticket when an e-mail reply was retrieved. Relevant types of tickets:
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User replies on an automatic e-mail sent by the E-mail robot (see Service Desk → Global System Settings → E-mail robot settings). Responsible User and Responsible Role receive an e-mail if "Inform responsible roles or users via e-mail" option is enabled in the general settings of the ticket. Responsible Role is notified either on the common e-mail address specified for the Responsible Role or e-mail will be sent to each user assigned to this role if the common e-mail is not defined. |
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Inform Creator and Revisor when a KB Article expires | Send a notification to the creator and reviewer of the knowledge base article when it reaches the expiration date. | Knowledge base article has expired over the last 24 hours and the article status is not "New". |
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Inform User when his Account was unlocked |
Send a notification to the main user of the incident when his/her account was unlocked.
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Applying "Reset Account" action to the incident. |
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