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Matrix42 Self-Service Help Center

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

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::

  • Task
  • Ticket
  • Incident
  • Problem
  • Service Request
  • Change request

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.

  • Responsible User
  • Responsible Role (if the Responsible User is not assigned)

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:

  • Incident
  • Problem
  • Service Request
  • Change request

Applying "Take over" action to the ticket and sending the e-mail based on the notification settings for the involved recipients:

Related Users:

  • Incident:  "Inform related users about status change" option is enabled in the "Users" tab.
  • Other types of tickets: related users receive an e-mail if "Notification mode" of the ticket general settings is set to "Always".

Ticket Initiator receives an e-mail if "Notification mode" of the ticket general settings is set to "Always".

  • Ticket Initiator 
  • Related Users (if available)

 

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: 

  • Task
  • Problem
  • Change request

Ticket status is set to "Closed". 

E-mail is sent based on the notification settings for the involved recipients:

  • Ticket Initiator is informed if "Inform users about the closing of the Ticket" option was enabled when closing the task.
  • Related users are informed if "Inform related users about the closing of the Ticket" option was enabled when closing the task. 
  • Ticket Initiator
  • Related users (if available)

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: 

  • Task
  • Incident
  • Problem
  • Change request

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.

  • Responsible User
  • Responsible Role (if the Responsible User is not assigned)

Inform Responsibles when a Tickets Reaction Time will soon escalate 

Send a notification to the users responsible for the ticket.

Relevant types of tickets: 

  • Task
  • Incident
  • Problem
  • Change request

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.

  • Responsible User
  • Responsible Role (if the Responsible User is not assigned)

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: 

  • Task
  • Incident
  • Problem
  • Change request

 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.

  • Escalation Role
  • Responsible User
  • Responsible Role (if the Responsible User is not assigned)

Inform Responsibles when a Tickets Solution Time will soon escalate

Send a notification to the users responsible for the ticket.

Relevant types of tickets: 

  • Task
  • Incident
  • Problem
  • Change request

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.

  • Responsible User
  • Responsible Role (if the Responsible User is not assigned)

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: 

  • Task
  • Incident
  • Problem
  • Change request

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.

  • Escalation Role
  • Responsible User
  • Responsible Role (if the Responsible User is not assigned)

 

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: 

  • Incident
  • Problem
  • Change request

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.

  • Responsible User
  • Responsible Role (if the Responsible User is not assigned)

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: 

  • Ticket
  • Incident
  • Problem
  • Service Request
  • Change request

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.

  • Responsible Role

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: 

  • Ticket
  • Incident
  • Problem
  • Service Request
  • Change request

Applying "Forward" action to the ticket.

  • Responsible User

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: 

  • Ticket
  • Incident
  • Problem
  • Service Request
  • Change request

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.

  • Owner (ticket creator) 
  • Responsible User
  • Responsible Role (if the Responsible User is not assigned)

 

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: 

  • Task
  • Problem
  • Change request

Ticket status is set to "Closed" and  "Inform related users about the closing of the Ticket" option was enabled when closing the task. 

  • Responsible Users of the related tickets
  • Responsible Role of the related tickets (if the Responsible User is not assigned)

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: 

  • Incident
  • Problem
  • Change request

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.

 

  • Owner (ticket creator) 
  • Responsible User
  • Responsible Role (if the Responsible User is not assigned)

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: 

  • Ticket
  • Incident
  • Service request

Ticket is created with status "New"  and  "Notification mode" of the ticket general settings is set to "Always" or "Create and Close".

  • Ticket Initiator

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:

  • Incident Initiator receives an e-mail if "Notification mode" of the Incident general settings is set to "Always".
  • Related Users:   "Inform related users about status change" option is enabled in the "Users" tab of the Incident.
  • Incident Initiator
  • Related users (if available)

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:

  • Incident Initiator:  "Notification mode" of the Incident general settings is set to "Always" or "Create and Close".
  • Related Users:   "Inform related users about status change" option is enabled in the "Users" tab of the Incident.
  • Incident Initiator
  • Related users (if available)

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: 

  • Ticket
  • Incident
  • Service request

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:

  • Ticket Initiator receives a  notification if "Inform users about the closing of the Ticket" option is enabled when closing the task.
  • Ticket Initiator
  • Related users (if available)

Inform Users when an Incident was closed automatically 

Inform users when the ticket was closed automatically.

Relevant types of tickets: 

  • Ticket
  • Incident
  • Service request

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:

  • Ticket Initiator receives a  notification if "Inform users about the closing of the Ticket" option is enabled when closing the task.
  • Related users are informed if "Inform related users about the closing of the Ticket" option is enabled when closing the task. 
  • Ticket Initiator
  • Related users (if available)

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: 

  • Ticket
  • Incident
  • Change Request
  • Service request

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.

  • Responsible User
  • Responsible Role

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: 

  • Problem
  • Incident
  • Change Request

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.

  • Responsible User
  • Responsible Role (if the Responsible User is not assigned)
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". 
  • Author of the article
  • Reviewer (see Last revised by)

Inform User when his Account was unlocked

Send a notification to the main user of the incident when his/her account was unlocked.

 

Applying "Reset Account" action to the incident.

  • Incident Initiator

 

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