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

In SimpleOne, notifications by default are sent to the email specified in the user profile; also. 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 the Follow button on a the top right of the form.

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

Note

For placing To place the Follow button on the record form, you have to set the Can be followed table property equal to TRUE. Do it for every table you want to enable this functionality.

Followers list

perform the following steps:

  1. Navigate to Engines → Values for Tables.
  2. Click New.
  3. Fill the Table field with the name of the table you want to implement the Follow button for.
  4. In the Option Value, field choose 'true'.
  5. Click Save or Save and Exit to apply changes.

You can check if the Follow button is implemented to the table.

  1. Navigate to Engines → Engines.
  2. Open the record named "Following Engine".
  3. Scroll down to the Related Lists area.
  4. Find the record by the name of the table you need.

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 to notifications. 

The current user adds himself A user is added to this list by after clicking the Follow button (to remove yourself from the list, click Unfollow). button. After clicking the Unfollow button, the user is removed from the Followers List.

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Following the related tasks

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

If the followed object caused a record has one or more related objectsrecords, then the Followers List values will be transferred from the parent object record to the child.

Transferring

Transfering logic

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

  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 to the Incident in the system. The A Problem was raised to deal with the incident causes, and afterwardsafterward, the a Change Request is opened to fix all the issues. In this case, the agent following the initial Incident will be following follow the related Problem and Change Request as well.

Notifications

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

The followed task (

In this context, task is Inquiry or of any other

type supporter) has been registered. The criteria below must be met:The object is of

supported type and relates to the Task table or

inherited.The object class fits the condition "is one of: Incident, Problem

its child tables: Incident, Inquiry, Change, Request

"

, Problem.

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

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

    Tip

    Only the responsible person who is assigned for user assigned to the task (specified in the Assigned User field) is empowered to can manage the Followers list List related to this task (add or delete followers for it). For other users, this list will be displayed "is read-only " and unavailable to modify.


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