The Service Request tracking process informs the caller and the assignees about the work progress. Some notifications can include comments left by the requester or the assignee.

In SimpleOne, this process is implemented as notifications sent by email. Notifications delivered "out-of-the-box" are described below:

NotificationDescriptionComments IncludedTarget Auditory
Request is registeredThis notification is sent when a new service request is registered.NCaller
Approval is requestedThis notification is sent when approval tickets are sent to the approvers. See the Approval Management article to learn more.YCaller
Request is approved

This notification is sent when the service request is approved.

The assigned user receives a notification to start processing the service request.

NCaller, Assigned User
Request is rejectedThis notification is sent when the service request is rejected.YCaller
Request is assignedThis 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).YAssigned User
Request is assigned to group

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.

YAssignment Group
Assigned User is changedThis notification is sent when reassigning the service request from one group to another.YAssigned User
Assignment Group is changedThis notification is sent when reassigning the service request from one user to another.YAssignment Group
Request is in progressThis notification is sent when the service request processing starts (the state changes to In Progress).YCaller
Request is postponedThis notification is sent when the service request processing has been postponed for a known period (the state changes to Postponed).NCaller
Request is resubmitted

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.

NAssigned User
Additional information requestedThis notification is sent when additional information has been requested to proceed with this service request (the state changes to Information Needed).NCaller
Request external processingThis notification is sent when the service request processing passes to the 3rd party (the state changes to External Processing).NCaller
Request is completedThis notification is sent after the service request state changes to Completed.YCaller
A comment is addedThis notification is sent when a comment is added in the Additional Comments field.YCaller
A comment is addedThis notification is sent when a comment is added in the Additional Comments or Work Notes field.YAssigned User
Rejected by userThis notification is sent when the service request state is changed by user from Completed to Rejected by User.YAssigned User
Multiple rejectsThis notification is sent when a service request has been rejected more than once. Each next rejection initiates the notification. NManager of the Assigned User
Request is closed

This notification is sent when the service request state is changed from Completed to Closed by the caller.

NAssigned User
Request is closed (automatically)This notification is sent when the service request state is changed from Completed to Closed automatically.NCaller

To learn how to create new notification rules or modify existing ones, please refer to the Notifications article.

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