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In SimpleOne, this process is implemented as notifications sent by email. Notifications delivered "out-of-the-box" are described below:
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Comment| Comments Included | Target Auditory |
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| Request is registered | This notification is sent when a new request is registered. | N | Caller | | Approval is requested | This notification is sent when approval tickets are sent to the approvers. See the Approval Management article to learn more. | Y | Caller | | Request is approved | This notification is sent when the request is approved. The assigned user receives a notification to start processing the request. | N | Caller, Assigned User | | Request is rejected | This notification is sent when the request is rejected. | Y | Caller | | Request is assigned | This notification is sent to the request assignee when a request is approved and assigned to a responsible person (the state changes to Assigned). | Y | Assigned User | | Request is assigned to group | This notification is sent to agents included in the assigned 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. | Y | Assigned Group | | Assigned User is changed | This notification is sent when reassigning the request from one group to another. | Y | Assigned User | | Assigned Group is changed | This notification is sent when reassigning the request from one user to another. | Y | Assigned Group | | Request is in progress | This notification is sent when request processing starts (the state changes to In Progress). | Y | Caller | | Request is postponed | This notification is sent when request processing has been postponed for a known period (the state changes to Postponed). | N | Caller | | Request is resubmitted | This notification is sent when the postponed 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. | N | Assigned User | | Additional information requested | This notification is sent when additional information has been requested to proceed with this request (the state changes to Information Needed). | N | Caller | | Request external processing | This notification is sent when the request processing passes to the 3rd party (the state changes to External Processing). | N | Caller | | Request is completed | This notification is sent after the request state changes to Completed. | Y | Caller | | A comment is added | This notification is sent when a comment is added in the Additional Comments field. | Y | Caller | | A comment is added | This notification is sent when a comment is added in the Additional Comments or Work Notes field. | Y | Assigned User | | Rejected by user | This notification is sent when the request state is changed by user from Completed to Rejected by User. | Y | Assigned User | | Request is closed | This notification is sent when the request state is changed from Completed to Closed by the caller. | N | Assigned User | | Request is closed (automatically) | This notification is sent when the request state is changed from Completed to Closed automatically. | N | Caller |
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To learn how to create new notification rules or modify existing ones, please refer to the Notifications article. |
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