The tracking incident lets the originator to be informed about the work progress.
In the SIMPLE system, we have the following notifications:
Notification "Incident Created"
This type of notification is sent when creating a new incident.
Notification "Status Changed"
This type of notification is sent when the status is changing from ANY to ANY.
Notification "Incident Completed"
This type of notification is sent when the status is changed to Completed.
Notification "Comment added"
This type of notification is sent when the technician or end-user added any comment to the Additional Comments field.
All notifications are sent out to the email that is a contact for a person specified in the Caller field.
You can create new notifications, or modify existing ones. To create a new notification, please complete the following steps:
- Navigate to the System Notification → Notification;
- Press New and fill in the form;
- Press Save.
| Field | Description |
|---|---|
| Name | Displayed notification name. |
| Table | The table name where the notification should be created. If you are creating a notification for the incident, then select 'incident' |
| Active | Turn this checkbox on if you want this notification to be active |
| Sys updated by | This field contains information about the person who did the last update of the notification. This field is filled automatically and always read-only. |
| When to Send tab | |
| Condition | The condition to meet before sending the notification. |
| Inserted | Turn this checkbox on if you want this notification to sent when inserting the record. |
| Updated | Turn this checkbox on if you want this notification to sent when updating the record. |
| Who Will Receive tab | |
| Users | In this field, you can add the users you want to notify about the incident activities. |
| Other | In this field, you can add an email to subscribe to the incident activities. |
| What Will Contain tab | |
| Subject | The displayed notification subject. |
| Message | The notification body in plain text. UTF-8?? |
| Message html | The notification body, this field supports HTML tags, variables. SIMPLE API methods. |
- Создание инцидента.
Тема сообщения : By your request, an incident has been created НОМЕР
Тело сообщения : <a href = '${ss.getProperty('host')}/record/incident/${current.sys_id}'>View incident</a>
Получает человек, указанный в поле caller_id
- Normal incident resolution request
Тема сообщения : Incident status НОМЕР changed to "Completed"
Тело сообщения:
<p>${current.sys_updated_by.title} has changed incident state to "Completed".
<p> Solution information: ${current.closure_notes}.
<p> Please <a href='${ss.getProperty('host')}/record/incident/${current.sys_id}'>go to the incident form</a> and either accept suggested solution (specify State = "Closed"), or reject it (specify State = "Rejected by User").
<p> You can also provide your satisfaction assessment for the Service and Agent (IT specialist).
Получает человек, указанный в поле caller_id
Отправляется когда меняется статус на 6 и инцидент не является инфрастуктурным
- Status Change Alert
Тема сообщения : Incident status ${current.number} changed
Тело сообщения :
<p>${current.sys_updated_by.title} сhanged the status of the incident from "${convertChoice(previous.incident_state)}" to "${convertChoice(current.incident_state)}"
<p><a href='${ss.getProperty('host')}/record/incident/${current.sys_id}'>Просмотреть инцидент</a>
Получает человек, указанный в поле caller_id
- Notify caller about new comment on his incident
Тема сообщения : A new comment has been added to incident ${record.number}.
Тело сообщения :
${current.sys_created_by.title}: <br>
${current.value}
<p><a href='${ss.getProperty('host')}/record/incident/${current.element_id}'>View incident</a>
Получает человек, указанный в поле caller_id
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