SimpleOne Notifications
Here, you can find a list of system notifications available out-of-the-box.
Announcement notification
Notification | Description | Target Audience |
|---|---|---|
| Announcement review | This notification is sent when an announcement state changes to Review. | Reviewers |
| Announcement publish | This notification is sent when an announcement state changes to Published. | Recipients |
See the Announcements article to learn more.
Approval notifications
Notification | Description | Target Audience |
|---|---|---|
| Mandatory approvals | This notification contains an approval request for mandatory recipients. | Mandatory recipients |
| Non-mandatory approvals | This notification contains an approval request for non-mandatory recipients. | Non-mandatory recipients |
See the My Approvals and Approval Management articles to learn more.
ITSM Tasks notifications
Notification | Description | Target Audience |
|---|---|---|
| Task created | This notification is sent when a new task of any type is created. | Caller, Follower |
| Task commented | This notification is sent after commenting on a task. | Caller, Follower |
| Task completed | This notification is sent after a task state changes to Completed. | Caller, Follower |
| Attention Required | This notification is sent when the Attention Required checkbox has been marked on the Incident or Request form. | Managers |
Incident notifications
Notification | Description | Target Audience |
|---|---|---|
| Incident is registered | This notification is sent when a new incident is registered (manually by the agent or reclassified out of a user query). | Caller |
| Incident is assigned | This notification is sent when an incident is assigned to a responsible group or to a responsible person (the state changes to Assigned). | Caller, Assigned User, Assigned Group |
| Incident is in progress | This notification is sent when incident processing starts (the state changes to In Progress). | Caller |
| Incident is postponed | This notification is sent when incident processing has been postponed for a known period (the state changes to Postponed). | Caller |
| Incident is resubmitted | This notification is sent when a postponed incident has been taken into processing: the state changes to In Progress either automatically (on the specified day and time defined in the Resubmission field) or manually by an agent. | Assigned User |
| Additional information needed | This notification is sent when additional information is requested to proceed with this incident (the state changes to Information Needed). | Caller |
| Incident external processing | This notification is sent when incident processing passes to the 3rd party (the state changes to External Processing). | Caller |
| Incident is completed | This notification is sent after incident state changes to Completed. | Caller |
| A comment is added | This notification is sent when a comment is added in the Additional Comments field. | Caller, Assigned User |
| Incident is rejected by user | This notification is sent when an incident is rejected by the caller. | Assigned User |
| Incident is closed (by caller) | This notification is sent when an incident is closed by the caller (the state changes to Closed). | Assigned User |
| Incident is closed (automatically) | This notification is sent when an incident is closed automatically (the state changes to Closed). | Caller |
| Multiple rejects | This notification is sent when an incident has been rejected more than once. Each next rejection initiates the notification. | Manager of the Assigned User |
| Invitation to join a Telegram group | This notification is sent when a swarming session for a major incident started. | Assigned User, Incident Manager, Service Owner The list above is set by default, but can be configured. After clicking Start swarming, a new window appears, there you can modify the list of recipients by adding and removing the people involved. |
See the Incident Management to learn more.
User query notifications
Notification | Description | Target Audience |
|---|---|---|
| User query is registered | This notification is sent when a new user query is received. | Caller |
See the User Query Management article to learn more.
Problem notifications
Notification | Description | Target Audience |
|---|---|---|
| Assignment Group is changed | This notification is sent when reassigning a problem from one group to another. | Problem manager, the group responsible (group leaders). |
| Assigned User is changed | This notification is sent when reassigning a problem from one user to another. | Problem manager |
| The problem became a Known Error | This notification is sent when a problem has been reclassified as a Known Error. | Caller, Incident Manager, Problem Manager, Service owner |
| Problem state changes | This notification is sent after problem state changes. | Caller |
Change Request notifications
| Notification | Description | Target Auditory |
|---|---|---|
| Change request is created | This notification is sent after the change request is just created and registered. | Change Manager |
| Change request is completed | This notification is sent after the change request state changes to Completed. | Change Manager, Stakeholders* |
| Change request is assigned | This notification is sent after the change request is assigned to a responsible group or person. | Follower, Assigned User, Assignment Group |
| Change request is scheduled | This notification is sent after the change request state changes to Scheduled. | Follower, Assigned User, Stakeholders* |
| Change request requires authorization | This notification is sent after the change request state changes to Authorization. | Follower, Assigned User |
| Change request authorization rejected | This notification is sent after the change request authorization failed (request state changes to Registered). | Follower, Assigned User |
| New comment is added | This notification is sent after the change request has additional comments. | Follower, Assigned User |
| Change request requires authorization | This notification is sent after the change request state changes to Authorization. | Approvers |
| Change request has been authorized | This notification is sent after the change request has been successfully authorized (state changes to Scheduled). | Approvers |
| Change request is in Progress | This notification is sent to the assigned users stating that the work on the change tasks to be started. | Assigned User, Stakeholders* |
| Change request post-implementation review | This notification is sent when the change request status changes to Post-Implementation review. | Stakeholders* |
| Change Tasks | ||
| Change task is cancelled | This notification is sent when a change task has been cancelled. | Assigned User |
| All change tasks are completed | This notification is sent upon completion of all related change tasks. | Change Manager, Assigned User |
| Change task plan is ready | This notification is sent after the associated change task is saved with the Plan Ready checkbox selected. | Assigned User |
| Authorization is required | This notification is sent when all the related change tasks are saved with the Plan Ready checkbox selected. | Assigned User |
*Stakeholders – here: the people who may need or want to track the work on the change request. They are not responsible for any part of the change request workflow. Read the article to see how to add them to the recipients list.
Service Request notifications
This notification is sent when the service request is approved. The assigned user receives a notification to start processing the service request. This notification is sent to agents included in the assignment group. If the group is not specified, the field is populated automatically with the default group defined by the itsm_request.default.assignment_group property. This notification is sent when the postponed service request has been taken into processing: the state changes to In Progress either automatically (on specified day and time defined in the Resubmission field) or manually by an agent. This notification is sent when the service request state is changed from Completed to Closed by the caller. To learn how to create new notification rules or modify existing ones, please refer to the Notifications article.Notification Description Comments Included Target Auditory Request is registered This notification is sent when a new service request is registered. N Caller Approval is requested This notification is sent when approval tickets are sent to the approvers. See the Approval Management article to learn more. Y Caller Request is approved N Caller, Assigned User Request is rejected This notification is sent when the service request is rejected. Y Caller Request is assigned This notification is sent to the service request assignee when a service request is approved and assigned to a responsible person (the state changes to Assigned). Y Assigned User Request is assigned to group Y Assignment Group Assigned User is changed This notification is sent when reassigning the service request from one group to another. Y Assigned User Assignment Group is changed This notification is sent when reassigning the service request from one user to another. Y Assignment Group Request is in progress This notification is sent when the service request processing starts (the state changes to In Progress). Y Caller Request is postponed This notification is sent when the service request processing has been postponed for a known period (the state changes to Postponed). N Caller Request is resubmitted N Assigned User Additional information requested This notification is sent when additional information has been requested to proceed with this service request (the state changes to Information Needed). N Caller Request external processing This notification is sent when the service request processing passes to the 3rd party (the state changes to External Processing). N Caller Request is completed This notification is sent after the service request state changes to Completed. Y Caller A comment is added This notification is sent when a comment is added in the Additional Comments field. Y Caller A comment is added This notification is sent when a comment is added in the Additional Comments or Work Notes field. Y Assigned User Rejected by user This notification is sent when the service request state is changed by user from Completed to Rejected by User. Y Assigned User Multiple rejects This notification is sent when a service request has been rejected more than once. Each next rejection initiates the notification. N Manager of the Assigned User Request is closed N Assigned User Request is closed (automatically) This notification is sent when the service request state is changed from Completed to Closed automatically. N Caller
See the Service Request Management article to learn more.
User notifications
Notification | Description | Target Audience |
|---|---|---|
| Password changes | This notification is sent when a user changes the password of another user. The message contains a link to the New Password page. | Password owner |
| Reset password for new user | This notification is sent when a new user record is inserted. The message contains a link to the New Password page. | New user |
See the Resetting a password and Password resetting configuration articles to learn more.
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