The Request 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:
| Notification | Description | Target Auditory |
|---|---|---|
| Request is registered | This notification is sent when a new request is registered. | Caller |
| Approval is requested | This notification is sent when approval tickets are sent to the approvers. See the Approval Management article to learn more. | Caller |
| Request is approved | This notification is sent when the request is approved. The assigned user receives a notification to start processing the request. | Caller, Assigned User |
| Request is rejected | This notification is sent when the request is rejected. | Caller |
| Request is assigned | This notification is sent to the request assignee when a request is approved and assigned to a responsible person (the state changes to Assigned). | Assigned User |
| Request is assigned to group | This notification is sent to agents included in the assigned group. If the group is not specified, the field is populated automatically with the default group. | Assigned Group |
| Request is in progress | This notification is sent when request processing starts (the state changes to In Progress). | Caller |
| Request is postponed | This notification is sent when request processing has been postponed for a known period (the state changes to Postponed). | Caller |
| Request is resubmitted | This notification is sent when the postponed 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. | Assigned User |
| Additional information requested | This notification is sent when additional information has been requested to proceed with this request (the state changes to Information Needed). | Caller |
| Request external processing | This notification is sent when the request processing passes to the 3rd party (the state changes to External Processing). | Caller |
| Request completed | This notification is sent after the request 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 or Work Notes field. | Assigned User |
| Rejected by user | This notification is sent when the request state is changed by user from Completed to Rejected by User. | Assigned User |
| Request is closed | This notification is sent when the request state is changed from Completed to Closed. | Assigned User |
To learn how to create new notification rules or modify existing ones, please refer to the Notifications article. |