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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 at the top right corner.

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”.
  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.

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, User Queries, Problems, Service Requests.

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

Transfering

Transferring logic

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

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

Transferring example

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

Notifications

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

In this context, the task is a user query or any other task type and is relates to the Task table or its child tables: Incident, User 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 Notifications article.

Tip

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


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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 the top right of the form.

Image Added

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

Image Added 

Following the related tasks

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

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

Transfering logic

To understand the transferring logic 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 to the Incident in the system. A Problem was raised to deal with the incident causes, and afterward, a Change Request is opened to fix all the issues. In this case, the agent following the initial Incident will 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 users from the Followers List related to the record.

In this context, task is Inquiry or of any other supported type and relates to the Task table or its child tables: Incident, Inquiry, 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 business needs. For more information, please refer to 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 task (add or delete followers). For other users, this list is read-only and unavailable to modify.


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