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