The incident tracking process allows the caller to be informed about the work progress.
In SimpleOne, this process is implemented as "notifications" sent by email. For now, there are four types of notifications:
Notification "Incident Created"
This type of notification is sent when creating a new incident.
Notification "Status Changed"
This type of notification is sent when the status is changing from ANY to ANY.
Notification "Incident Completed"
This type of notification is sent when the status is changed to Completed.
Notification "Comment added"
This type of notification is sent when the assigned person or end-user added any comment to the Additional Comments field.
All notifications are sent out to the email that is a contact for a person specified in the Caller field.
You can create new notifications, or modify existing ones. To create a new notification, please complete the following steps:
- Navigate to the System Notification → Notification;
- Click New and fill in the form;
- Click Save.
| Field | Description |
|---|---|
| Name | Displayed notification name. |
| Table | The table name where the notification should be created. If you are creating a notification for the incident, then select the incident table. |
| Active | Turn this checkbox on if you want this notification to be active |
| Sys updated by | This field contains information about the person who did the last update of the notification. This field is filled automatically and always read-only. |
| When to Send tab | |
| Condition | The condition to meet before sending the notification. |
| Inserted | Turn this checkbox on if you want this notification to sent when inserting the record. |
| Updated | Turn this checkbox on if you want this notification to sent when updating the record. |
| Who Will Receive tab | |
| Users | In this field, you can add the users you want to notify about the incident activities. |
| Other | In this field, you can add an email to subscribe to the incident activities. |
| What Will Contain tab | |
| Subject | The displayed notification subject. |
| Message | The notification body in plain text. |
| Message html | The notification body, this field supports HTML tags, variables. SimpleOne API methods. |
