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Following tasks is an easy way to stay informed of what happens with the tasks you are interested. With this functionality, users can subscribe to items that are vital to them and unsubscribe from messages that are not mandatory anymore.

In SimpleOne, notifications by default are sent to the email specified in the user profile; also, users can specify other notification channels once (to integrate them with the business solution, use SimpleOne REST API).

How to follow a task

You can follow a task by clicking a Follow button on a top right of the form.

After this, the follower will start receiving notifications related to this object, and the text on the button will change to Unfollow. To unsubscribe from messages, click the Unfollow button.

Followers list

After enabling the Can be following property for the table (for example, Incidents), then , a new field Followers List appears on every record of this table. This multiple-choice field contains a list of users that have subscribed for notifications. 

The current user adds himself to this list by clicking the Follow button (to remove yourself from the list, click Unfollow).

Following the related tasks

This functionality is implemented for ITSM objects: Change Requests, Incidents, Inquiries, Problems, Service Requests.

If the followed object caused a one or more related objects, then the Followers listList values will be transferred from the parent object to the child.

Transferring logic

The relationships cascade is provided below to understand the logic of the translation of the values translation between related tasks:

1. Inquiry → Incident → Problem → Change Request
2. Inquiry → Incident → Change Request
3. Inquiry → Problem
4. Inquiry → Problem → Change Request
5. Inquiry → Change Request
6. Inquiry → Service Request

Transferring example

The agent was subscribed for an Incident in the system. The Problem was raised to deal with the incident causes, and afterwards, the Change Request is opened to fix all the issues. In this case, the agent following the initial Incident will be following the related Problem and Change Request.

Notifications

The notification types implemented for the Following Engine functionality are listed below. In all cases, notifications are sent to all employees from the Followers list List related to the object.

1. The followed task (Inquiry or of any other type supporter) has been registered. The criteria below must be met:
   1. The object is of the Task table or inherited;.
   2. The object class fits the condition "is one of: Incident, Problem, Inquiry, Change, Request";.
   3. State = Registered;.
   4. Followers list = is not empty.
2. The followed task (Inquiry or of any other type supporter) has been commented. The criteria below must be met:
   1. The object is of the Task table or inherited;.
   2. The object class fits the condition "is one of: Incident, Problem, Inquiry, Change, Request"
   3. State != Closed;.
   4. The followers list = is not empty;.
   5. A new comment (Additional Comment or Work Note) was added.
3. The followed task has been successfully processed. The criteria below must be met:
   1. The object is of the Task table or inherited;.
   2. The object class fits the condition "is one of: Incident, Problem, Inquiry, Change, Request".
   3. State = Closed;.
   4. The followers list = is not empty.

These notification rules and templates as well are provided by default and can be customized to the user goals and objectives depending on business needs. For more information, please refer to the Notifications article.