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The problem tracking process allows a caller to be uses notifications to keep all the stakeholders informed about the work progress with notifications.

In SimpleOne, notifications are sent via the email. Find below the standard notifications:All out-of-the-box notifications related to problems are described in the following table:

Excerpt


NotificationDescription
Target auditory
Recipients
A new problem is registered
Assignment group changed

This notification is sent when

reassigning

a

problem from one group to another.Problem manager, the group responsible (group leaders)Following problem updates

new problem is registered manually by an agent or reclassified out of a user query.

  • The notification contains work notes if they are added on the record form.
  • If the Assigned user or Assignment group field is empty, the notification body does not contain them.
  • Problem manager
  • Incident manager
  • Service owner
Assignment group is changed

This notification is sent when a new group is assigned to the problem (the Assignment group field is changed and is not empty).

  • The notification contains work notes if they are added on the record form.
  • Group members
  • Problem manager
  • Service owner
A new problem responsible is assigned

This notification is sent when a

problem is updated

new user is assigned to the problem (the

state

Assigned user field is changed

, or comment is added).Specified problem followers listProblem was reassigned

and is not empty).

  • The notification contains work notes if they are added on the record form.
  • Assigned user
  • Problem manager
  • Service owner
The problem is reassignedThis notification is sent when both the Assigned user and the Assignment group are changed.
  • Assigned user
  • Group members
  • Problem manager
  • Service owner
Work on the problem started

This notification is sent when the problem state changes to In Progress.

  • The notification contains work notes if they are added on the record form.
  • Problem manager
  • Service owner
The problem is postponed

This notification is sent when

reassigning a problem from one user to another

the problem state changes to Postponed.

  • The notification contains work notes if they are added on the record form.
  • The notification title contains the reason for the postponement.
  • Problem manager
  • Service owner
The problem
became
becomes a Known ErrorThis notification is sent when
a problem has been reclassified as a
the problem state changes to Known Error.
Caller, Incident Manager, Problem Manager
  • Problem manager
  • Incident manager
  • Service owner
  • Assigned user
The problem is completed

This notification is sent when the problem state changes to Completed.

  • The notification subject contains the problem closure code.
  • The problem manager receives a separate notification.
  • The caller receives this notification only if they have the itsm_agent role. External users will not receive this notification.
  • Problem manager
  • Service owner
  • Caller (ITSM-agent)
The problem is closed

This notification is sent when the problem statechanges to Closed.

  • The notification contains work notes if they are added on the record form.
  • Service owner
  • Incident manager
A new comment is addedThis notification is sent when a comment is added in the Work notes field.
  • The caller receives this notification only if they have the itsm_agent role. External users will not receive this notification.
  • The notification is not sent to the user that added the work notes.
  • Assigned user and/or Assignment group members
  • Problem manager
  • Caller (ITSM-agent)
Problem state changesThis notification is sent after problem state changes.Caller



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