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In SimpleOne, this process is implemented as Notifications. After creating the incident, you will receive emails to track the process. Notifications delivered "out“out-of-the-box" box” are described below:
| Notification | Target Auditory | Description |
|---|---|---|
| Incident is registered | Caller | This notification is sent when a new incident is registered manually by an agent or reclassified out of an inquirya user query. |
| Incident is assigned | Caller | This notification is sent when an incident has been assigned to a responsible group or to a responsible person. The incident state changes to Assigned. |
Incident is assigned | Assigned User | This notification is sent to the incident assignee when an incident is assigned to a responsible person. |
| Assignment group changes | Assigned Group | This notification is sent when the incident has been assigned to a new group. |
| Assignment group changes | Caller | This notification is sent after the assigned group has been changed. |
| Incident is in progress | Caller | This notification is sent when incident processing starts. The incident state changes to In Progress. |
| Incident is postponed | Caller | This notification is sent when incident processing has been postponed for a known period. The incident state changes to Postponed. |
| Additional information requested | Caller | This notification is sent when additional information has been requested to proceed with this incident. The incident state changes to Information Needed. |
| Incident external processing | Caller | This notification is sent when the incident processing passes to the 3rd party. The incident state changes to External Processing. |
| Incident completed | Caller | This notification is sent after the incident state changes to Completed. |
| A comment is added | Caller | This notification is sent when a comment is added in the Additional Comments field. |
| A comment is added | Assigned User | This notification is sent when a comment is added in the Additional Comments field. |
| Multiple rejects | Assigned User's Manager | This notification is sent in case if the incident has been rejected more than once. |
| Return to work from Postponed | Assigned User | This notification is sent when the postponed period has ended. |
| Client rejected the solution | Assigned User | This notification is sent when the incident is rejected by the caller. |
| Incident is closed | Assigned User | This notification is sent when the incident is closed by the caller. |
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