| Notification | Description | Target Audience |
|---|
| Incident is registered | This notification is sent when a new incident is registered manually by an agent or reclassified out of a user query. | Caller |
| Incident is assigned | This notification is sent when an incident has been assigned to a responsible group or to a responsible person. The incident state changes to Assigned. | Caller |
Incident is assigned | This notification is sent to the incident assignee when an incident is assigned to a responsible person. | Assigned User |
| Assignment group changes | This notification is sent when the incident has been assigned to a new group. | Assigned Group |
| Assignment group changes | This notification is sent after the assigned group has been changed. | Caller |
| Incident is in progress | This notification is sent when incident processing starts. The incident state changes to In Progress. | Caller |
| Incident is postponed | This notification is sent when incident processing has been postponed for a known period. The incident state changes to Postponed. | Caller |
| Additional information requested | This notification is sent when additional information has been requested to proceed with this incident. The incident state changes to Information Needed. | Caller |
| Incident external processing | This notification is sent when the incident processing passes to the 3rd party. The incident state changes to External Processing. | Caller |
| Incident completed | This notification is sent after the 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 |
| A comment is added | This notification is sent when a comment is added in the Additional Comments field. | Assigned User |
| Multiple rejects | This notification is sent in case if the incident has been rejected more than once. | Assigned User's Manager |
| Return to work from Postponed | This notification is sent when the postponed period has ended. | Assigned User |
| Client rejected the solution | This notification is sent when the incident is rejected by the caller. | Assigned User |
| Incident is closed | This notification is sent when the incident is closed by the caller. | Assigned User |
| This notification is sent when the incident is closed automatically. | Caller |
| Incident Tasks |
| An incident task is assigned to a user | This notification is sent when the incident task has been assigned to a user. | Assigned User |
| An Incident task is assigned to a group | This notification is sent when the incident task has been assigned to a group.
If both fields Assinged user and Assigned group are filled, the notification is sent to the assigned user only. | All the users of the assigned group |
