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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 relevant 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 the Follow button on at the top right of the formcorner.

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

Note

To place the Follow button on the record form, 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"“Following Engine”.
  3. Scroll down to the Related Lists area.
  4. Find the record by the name of the table you need.

Followers list

This multiple-choice field contains a list of users subscribed to notifications.

A The user is added to this list after clicking the Follow button. After clicking the Unfollow button, the user is removed from the Followers List.

 

Following are the related tasks

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

If the followed record has one or more related records, then the value of the Followers List values field will be transferred from the parent record to the child.

Transfering logic

To understand the transferring transfer logic between related tasks, see the relationship cascade:

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

Transferring example

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

Notifications

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

In this context, the task is Inquiry a user query or of any other supported task type and is relates to the Task table or its child tables: Incident, InquiryUser Query, Change, Request, Problem.

NotificationCriteria
The followed task has been registered.
  1. State is Registered.
  2. Followers List is not empty.
The followed task has been commented.
  1. State is not Closed.
  2. Followers List is not empty.
  3. A new comment (Additional Comment or Work Note) was added.
The followed task has been successfully processed.
  1. State is Closed.
  2. Followers List is not empty.

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

Tip

Only the user assigned to the task (specified in the Assigned User field) can manage the Followers List related to this the task (add or delete followers). For other users, this list is read-only and unavailable to modifyfor editing.


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