Incident notification options

In the “Tools > Options” menu item, you will find a “Notification” tab enabling you to modify the messages and manage the notification options for:

• Emails to users
• Emails to technical agents
• Configuration

Emails to users

A confirmation email can be sent to the user at the moment of the creation, assignment, or resolution of an incident or SR. The option for sending emails can be activated or deactivated. Moreover, the “Message…” button enables to modify the body of the email sent to the user.

Emails to technical agents

When an incident is closed or resolved by another technician or when a new incident is received, a message will be sent to the assignee. A notification email will also be sent, in accordance to the drop-down menu selection, in order to indicate the term of a lease or service contract. As for emails sent to users, the content of these may be also modified via the “Message…” button.

Configuration

The purpose of this section is to indicate the address used for sending emails. The address of your support center sending the emails to users and technical agents should be specified here.

You can send emails in simple text or in Rich Format (HTML).

Location: Index > Incident management module > List of incident notifications

See also: Notification preferences