| Notification | Description | Recipients |
|---|
| A new problem is registered | This notification is sent when a new problem is registered manually by an agent or reclassified out of a user query. - The notification contains work notes if they are added on the record form.
- If the Assigned user or Assignment group field is empty, the notification body does not contain them.
| - Problem manager
- Incident manager
- Service owner
|
| Assignment group is changed | This notification is sent when a new group is assigned to the problem (the Assignment group field is changed and is not empty). - The notification contains work notes if they are added on the record form.
| - Group members
- Problem manager
- Service owner
|
| A new problem responsible is assigned | This notification is sent when a new user is assigned to the problem (the Assigned user field is changed and is not empty). - The notification contains work notes if they are added on the record form.
| - Assigned user
- Problem manager
- Service owner
|
| The problem is reassigned | This notification is sent when both the Assigned user and the Assignment group are changed. | - Assigned user
- Group members
- Problem manager
- Service owner
|
| Work on the problem started | This notification is sent when the problem state changes to In Progress. - The notification contains work notes if they are added on the record form.
| - Problem manager
- Service owner
|
| The problem is postponed | This notification is sent when the problem state changes to Postponed. - The notification contains work notes if they are added on the record form.
- The notification title contains the reason for the postponement.
| - Problem manager
- Service owner
|
| The problem becomes a Known Error | This notification is sent when the problem state changes to Known Error. | - Problem manager
- Incident manager
- Service owner
- Assigned user
|
| The problem is completed | This notification is sent when the problem state changes to Completed. - The notification subject contains the problem closure code.
- The problem manager receives a separate notification.
- The caller receives this notification only if they have the itsm_agent role. External users will not receive this notification.
| - Problem manager
- Service owner
- Caller (ITSM-agent)
|
| The problem is closed | This notification is sent when the problem state changes to Closed. - The notification contains work notes if they are added on the record form.
| - Service owner
- Incident manager
|
| A new comment is added | This notification is sent when a comment is added in the Work notes field.- The caller receives this notification only if they have the itsm_agent role. External users will not receive this notification.
- The notification is not sent to the user that added the work notes.
| - Assigned user and/or Assignment group members
- Problem manager
- Caller (ITSM-agent)
|
