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