Available Notifications

SimpleOne Notifications

Here, you can find a list of system notifications available out-of-the-box.

Announcement notification

Notification	Description	Target Auditory
Announcement review	This notification is sent when an announcement state changes to Review.	Reviewers
Announcement publish	This notification is sent when an announcement state changes to Published.	Recipients

See the Announcements article to learn more.

Approval notifications

Notification	Description	Target Auditory
Mandatory approvals	This notification contains an approval request for mandatory recipients.	Mandatory recipients
Non-mandatory approvals	This notification contains an approval request for non-mandatory recipients.	Non-mandatory recipients

See the My Approvals and Approval Management articles to learn more.

ITSM Tasks notifications

Notification	Description	Target Auditory
Task created	This notification is sent when a new task of any type is created.	Caller, Follower
Task commented	This notification is sent after commenting on a task.	Caller, Follower
Task completed	This notification is sent after a task state changes to Completed.	Caller, Follower
Attention Required	This notification is sent when the Attention Required checkbox has been marked on the Incident or Request form.	Managers

Incident notifications

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 a <![CDATA[user query).	Caller
Incident is assigned	This notification is sent when an incident is assigned to a responsible group or to a responsible person (the state changes to Assigned).	Caller, Assigned User, Assigned Group
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
Incident is resubmitted	This notification is sent when a postponed incident has been taken into processing: the state changes to In Progress either automatically (on the specified day and time defined in the Resubmission field) or manually by an agent.	Assigned User
Additional information needed	This notification is sent when additional information is requested to proceed with this incident (the state changes to Information Needed).	Caller
Incident external processing	This notification is sent when incident processing passes to the 3^rd party (the state changes to External Processing).	Caller
Incident is completed	This notification is sent after 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, Assigned User
Incident is rejected by user	This notification is sent when an incident is rejected by the caller.	Assigned User
Incident is closed (by caller)	This notification is sent when an incident is closed by the caller (the state changes to Closed).	Assigned User
Incident is closed (automatically)	This notification is sent when an incident is closed automatically (the state changes to Closed).	Caller
Multiple rejects	This notification is sent when an incident has been rejected more than once. Each next rejection initiates the notification.	Manager of the Assigned User

See the Incident Management to learn more.

User query notifications

Notification	Description	Target Auditory
User query is registered	This notification is sent when a new user query is received.	Caller

See the User Query Management article to learn more.

Problem notifications

Notification	Description	Target Auditory
Assignment Group is changed	This notification is sent when reassigning a problem from one group to another.	Problem manager, the group responsible (group leaders).
Assigned User is changed	This notification is sent when reassigning a problem from one user to another.	Problem manager
The problem became a Known Error	This notification is sent when a problem has been reclassified as a Known Error.	Caller, Incident Manager, Problem Manager, Service owner
Problem state changes	This notification is sent after problem state changes.	Caller

Service Request notifications

Notification	Description	Comments Included	Target Auditory
Request is registered	This notification is sent when a new service request is registered.	N	Caller
Approval is requested	This notification is sent when approval tickets are sent to the approvers. See the Approval Management article to learn more.	Y	Caller
Request is approved	This notification is sent when the service request is approved. The assigned user receives a notification to start processing the service request.	N	Caller, Assigned User
Request is rejected	This notification is sent when the service request is rejected.	Y	Caller
Request is assigned	This notification is sent to the service request assignee when a service request is approved and assigned to a responsible person (the state changes to Assigned).	Y	Assigned User
Request is assigned to group	This notification is sent to agents included in the assignment group. If the group is not specified, the field is populated automatically with the default group defined by the itsm_request.default.assignment_group property.	Y	Assignment Group
Assigned User is changed	This notification is sent when reassigning the service request from one group to another.	Y	Assigned User
Assignment Group is changed	This notification is sent when reassigning the service request from one user to another.	Y	Assignment Group
Request is in progress	This notification is sent when the service request processing starts (the state changes to In Progress).	Y	Caller
Request is postponed	This notification is sent when the service request processing has been postponed for a known period (the state changes to Postponed).	N	Caller
Request is resubmitted	This notification is sent when the postponed service request has been taken into processing: the state changes to In Progress either automatically (on specified day and time defined in the Resubmission field) or manually by an agent.	N	Assigned User
Additional information requested	This notification is sent when additional information has been requested to proceed with this service request (the state changes to Information Needed).	N	Caller
Request external processing	This notification is sent when the service request processing passes to the 3^rd party (the state changes to External Processing).	N	Caller
Request is completed	This notification is sent after the service request state changes to Completed.	Y	Caller
A comment is added	This notification is sent when a comment is added in the Additional Comments field.	Y	Caller
A comment is added	This notification is sent when a comment is added in the Additional Comments or Work Notes field.	Y	Assigned User
Rejected by user	This notification is sent when the service request state is changed by user from Completed to Rejected by User.	Y	Assigned User
Multiple rejects	This notification is sent when a service request has been rejected more than once. Each next rejection initiates the notification.	N	Manager of the Assigned User
Request is closed	This notification is sent when the service request state is changed from Completed to Closed by the caller.	N	Assigned User
Request is closed (automatically)	This notification is sent when the service request state is changed from Completed to Closed automatically.	N	Caller

To learn how to create new notification rules or modify existing ones, please refer to the Notifications article.

See the Service Request Management article to learn more.

User notifications

Notification	Description	Target Auditory
Password changes	This notification is sent when a user changes the password of another user. The message contains a link to the New Password page.	Password owner
Reset password for new user	This notification is sent when a new user record is inserted. The message contains a link to the New Password page.	New user

See the Resetting a password and Password resetting configuration articles to learn more.

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