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