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. Notifications delivered "out-of-the-box" are described below: To learn how to create new notification rules or modify existing ones, please refer to the Notifications article.Notification Description Target Auditory Incident is registered This notification is sent when a new incident is registered (manually by the agent or reclassified out of an inquiry). Caller Incident is assigned This notification is sent when an incident has been assigned to a responsible group or to a responsible person (the state changes to Assigned). Caller Incident is assigned (sent to the assignee) This notification is sent to the incident assignee when an incident is assigned to a responsible person. Assigned User Incident is in progress This notification is sent when incident processing starts (the state changes to In Progress). Caller Incident is postponed This notification is sent when incident processing has been postponed for a known period (the state changes to Postponed). Caller Additional information requested This notification is sent when additional information has been requested to proceed with this 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 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
