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Matrix42 Self-Service Help Center

Service Catalog E-mail Notifications

Overview

Service Catalog 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 Catalog e-mail notification list is provided below.

Activity Notification Name Description Trigger condition Default recipient

Approvals

Manually remind Deciders of open Approvals 

Send a notification to the decision maker of the approval when the order requestor used the reminder functionality in the Self Service Portal.

Apply "Remind" action to the placed order with "Pending" approval status

  • Decider
  • Delegate (permanent or interim delegate, if the Decider person is currently not available)
  • Decider Role

Automatically remind Deciders of open Approvals 

Send a one-time notification to the decision maker of the approval if the decision was not made within 7 days since the order has been placed.

The order on status "Pending" was placed no more than 7 days ago, and the e-mail reminder has not been sent yet.

  • Decider
  • Delegate (permanent or interim delegate, if the Decider person is currently not available)
  • Decider Role

Inform Deciders of new Approvals 

Send a notification to the decision maker of the approval if a new approval was assigned to him/her.

A new order is pending for approval

  • Decider
  • Delegate (permanent or interim delegate, if the Decider person is currently not available)
  • Decider Role

Report unprocessed Approvals 

Send a notification to Service Delivery Managers if an open approval has no decision after 14 days.

The order on approval status "Pending" was placed no more than 14 days ago, and the expiration e-mail has not been sent yet.

  • Service Delivery Manager

Order request

Confirm creation of new Order to Requestor

Send a notification to the requestor when a new order was created.

The requestor is the person completing the form submission and placing the order. The requestor is not necessarily the recipient of the ordered services. 

Order is created with status "New".

  • Requester

Inform Requestor when an Order was approved 

Send a notification to the requestor when an order was approved.

The order status is changed to "Approved".

  • Requester
Inform Requestor when an Order was declined  Send a notification to the requestor when an order was declined. The order approval status is changed to "Declined".
  • Requester
Inform Requestor when an Order was provisioned  Send a notification to the requestor when an order was finally provisioned. The order status is changed to "Provisioned", and Requestor of the services is not the same as the Recipient.
  • Requester

Inform Recipient when an Order was provisioned 

Send a notification to the recipient when an order was finally provisioned.

The recipient is the person receiving the ordered by the requestor services. 

The order status is changed to "Provisioned".

  • Recipient

Demand detection

&

Service bookings

Inform consumer when bookings were created due to detection of service demand

Send a notification to the consumer when bookings were created due to detection of service demand.

Service Booking was created as a result of configured Demand Detection. 
  • Consumer

Inform consumer about created return bookings due to obsolete service demand detection


Send a notification to the consumer when uninstallation bookings were created due to detection of obsolete service demand.
Service Booking was created as a result of configured Demand Detection. 
  • Consumer

Inform cost center decision maker when bookings were created due to detection of service demand 


Send a notification to the cost center decision maker when bookings were created due to detection of service demand.
Service Booking was created as a result of configured Demand Detection.
  • Cost Center Decision Maker
  • Delegated Decision Makers
Inform cost center decision maker about created return bookings due to obsolete service demand  Send a notification to the cost center decision maker when uninstallation bookings were created due to detection of obsolete service demand. Service Booking was created as a result of configured Demand Detection 
  • Cost Center Decision Maker
  • Delegated Decision Makers

Inform Service Delivery Manager about denial of Service Booking Acceptance


Send a notification to the Service Delivery Manager role if the order recipient denied the acceptance service booking(s).

Service booking Acceptance status is set to "Denied".

  • Service Delivery Manager
Change approval Inform Deciders of new Change Approvals  Send a Notification to the Decider of a Change Approval when a new Change Approval is assigned to him/her. Change request is created with status "New".
  • Decider
  • Delegate (permanent or interim delegate, if the Decider person is currently not available)
  • Decider Role
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