| Notification | Description | Comments Included | Target Audience |
|---|
| 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 3rd 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 |
| 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 |