The problem tracking process allows a caller to be uses notifications to keep all the stakeholders informed about the work progress with notifications.
In SimpleOne, notifications are sent via the email. Find below the standard notifications:
| Notification | Description | Target auditory |
|---|
All out-of-the-box notifications related to problems are described in the following table:
| Excerpt |
|---|
| Notification | Description | Recipients |
|---|
| A new problem is registered | This notification is sent when a new problem is registered manually by an agent or reclassified out of a user query. - The notification contains work notes if they are added on the record form.
- If the Assigned user or Assignment group field is empty, the notification body does not contain them.
| - Problem manager
- Incident manager
- Service owner
| | Assignment group is |
|
Assignment group | changed | This notification is sent when |
|
reassigning problem from one group to another.Problem manager, the group responsible (group leaders) | | Problem was reassigned | This notification is sent when reassigning a problem from one user to another. | Problem manager |
new group is assigned to the problem (the Assignment group field is changed and is not empty). - The notification contains work notes if they are added on the record form.
| - Group members
- Problem manager
- Service owner
| | A new problem responsible is assigned | This notification is sent when a new user is assigned to the problem (the Assigned user field is changed and is not empty). - The notification contains work notes if they are added on the record form.
| - Assigned user
- Problem manager
- Service owner
| | The problem is reassigned | This notification is sent when both the Assigned user and the Assignment group are changed. | - Assigned user
- Group members
- Problem manager
- Service owner
| | Work on the problem started | This notification is sent when the problem state changes to In Progress. - The notification contains work notes if they are added on the record form.
| - Problem manager
- Service owner
| | The problem is postponed | This notification is sent when the problem state changes to Postponed. - The notification contains work notes if they are added on the record form.
- The notification title contains the reason for the postponement.
| - Problem manager
- Service owner
| | The problem becomes |
|
The problem became | a Known Error | This notification is sent when |
|
a problem has been reclassified as a Caller, Incident Manager, Problem Manager | - Problem manager
- Incident manager
- Service owner
- Assigned user
| | The problem is completed | This notification is sent when the problem state changes to Completed. - The notification subject contains the problem closure code.
- The problem manager receives a separate notification.
- The caller receives this notification only if they have the itsm_agent role. External users will not receive this notification.
| - Problem manager
- Service owner
- Caller (ITSM-agent)
| | The problem is closed | This notification is sent when the problem statechanges to Closed. - The notification contains work notes if they are added on the record form.
| - Service owner
- Incident manager
| | A new comment is added | This notification is sent when a comment is added in the Work notes field.- The caller receives this notification only if they have the itsm_agent role. External users will not receive this notification.
- The notification is not sent to the user that added the work notes.
| - Assigned user and/or Assignment group members
- Problem manager
- Caller (ITSM-agent)
|
|
Problem state changes | This notification is sent after problem state changes. | Caller