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:
| Notification | Target Auditory | Description |
|---|---|---|
| Incident is registered | Caller | This notification is sent when a new incident is registered manually by an agent or reclassified out of an inquiry. |
| Incident is assigned | Caller | 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. |
Incident is assigned | Assigned User | This notification is sent to the incident assignee when an incident is assigned to a responsible person. |
| Assignment group changes | Assigned Group | This notification is sent when the incident has been assigned to a new group. |
| Assignment group changes | Caller | This notification is sent after the assigned group has been changed. |
| Incident is in progress | Caller | This notification is sent when incident processing starts. The incident state changes to In Progress. |
| Incident is postponed | Caller | This notification is sent when incident processing has been postponed for a known period. The incident state changes to Postponed. |
| Additional information requested | Caller | This notification is sent when additional information has been requested to proceed with this incident. The incident state changes to Information Needed. |
| Incident external processing | Caller | This notification is sent when the incident processing passes to the 3rd party. The incident state changes to External Processing. |
| Incident completed | Caller | This notification is sent after the incident state changes to Completed. |
| A comment is added | Caller | This notification is sent when a comment is added in the Additional Comments field. |
| A comment is added | Assigned User | This notification is sent when a comment is added in the Additional Comments field. |
| Multiple rejects | Assigned User's Manager | This notification is sent in case if the incident has been rejected more than once. |
| Return to work from Postponed | Assigned User | This notification is sent when the postponed period has ended. |
| Client rejected the solution | Assigned User | This notification is sent when the incident is rejected by the caller. |
| Incident is closed | Assigned User | This notification is sent when the incident is closed by the caller. |
To learn how to create new notification rules or modify existing ones, please refer to the Notifications article.
