The incident tracking process allows the caller to be informed about the work progress.
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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To learn how to create new notification rules or modify existing ones, please refer to the Notifications article. |
- Создание инцидента.
Тема сообщения : By your request, an incident has been created НОМЕР
Тело сообщения : <a href = '${ss.getProperty('host')}/record/incident/${current.sys_id}'>View incident</a>
Получает человек, указанный в поле caller_id
- Normal incident resolution request
Тема сообщения : Incident status НОМЕР changed to "Completed"
Тело сообщения:
<p>${current.sys_updated_by.title} has changed incident state to "Completed".
<p> Solution information: ${current.closure_notes}.
<p> Please <a href='${ss.getProperty('host')}/record/incident/${current.sys_id}'>go to the incident form</a> and either accept suggested solution (specify State = "Closed"), or reject it (specify State = "Rejected by User").
<p> You can also provide your satisfaction assessment for the Service and Agent (IT specialist).
Получает человек, указанный в поле caller_id
Отправляется когда меняется статус на 6 и инцидент не является инфрастуктурным
- Status Change Alert
Тема сообщения : Incident status ${current.number} changed
Тело сообщения :
<p>${current.sys_updated_by.title} сhanged the status of the incident from "${convertChoice(previous.incident_state)}" to "${convertChoice(current.incident_state)}"
<p><a href='${ss.getProperty('host')}/record/incident/${current.sys_id}'>Просмотреть инцидент</a>
Получает человек, указанный в поле caller_id
- Notify caller about new comment on his incident
Тема сообщения : A new comment has been added to incident ${record.number}.
Тело сообщения :
${current.sys_created_by.title}: <br>
${current.value}
<p><a href='${ss.getProperty('host')}/record/incident/${current.element_id}'>View incident</a>
Получает человек, указанный в поле caller_id
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