Notification Rules 

Pointers  

1. Supported Modules: Requests, Problems, Changes, Projects, Release, Solutions, Assets, Purchase, Contracts, Tasks, and other general events.
   
2. Supported Notifications: Email, SMS, and Push. Actionable Messages can be enabled only if Actionable Messages for Outlook integration is enabled.
   
3. Role Required: SDAdmin and HelpdeskConfig. Technicians with Full Control permission to modules can also configure notifications.
   
4. While configuring notification rules initially, the administrator will be required to select the default template language.
   
5. Only request notifications are customer-specific. This means, you can configure different request notification templates for different customers. 
   
6. When a change workflow fails, push notifications are automatically sent. This behavior is built-in and cannot be modified.   
   

Use Cases 

Requests 

1. Notify technicians when a request is assigned.
   
2. Notify technicians when a request is re-opened by the requester.
   
3. Notify selected users when a cancel flag is raised for a request. Ticket owner will be notified by default.
   
4. Notify requesters when their request is assigned to a technician.
   
5. Notify requesters when the cancellation of a request is rejected.
   
6. Notify approvers when automated approval criteria are matched.
   
7. Notify selected users whenever an approver acts on the approval request.
   
8. Notify followers when a technician replies to a request.
   

Problems 

1. Notify technicians/group members when a problem is assigned.
   
2. Notify the technician when a new request is associated with the problem. 

Changes 

1. Notify Change Owner and incident requester when a new incident is associated with a change.
   
2. Notify the project owner when a project is detached from a change.
   
3. Select CMDB Users to notify when downtime is scheduled for a CI.
   
4. Notify the Change Manager, Change Owner, Change Approver, and CAB members. (Change Advisory Board) when an approval action is taken on the change
   
5. Notify the selected Change Roles when a change is edited during or after CAB approval.
   

Projects 

1. Notify user when a project/milestone is assigned to them.
   
2. Notify owner when a comment is added/edited/deleted to their project/milestone.
   
3. Notify Change Owner when a project initiated by a change is closed or canceled. 

1. Notify Release Engineer and technician (of the request) when the request is associated with the release.
   
2. Notify Change Owner when the downtime planned in a change is approved in the associated release.
   
3. Notify the Release Engineer and Change Owner when the release deployment is completed.
   
4. Notify selected release roles when the associated releases are updated.
   

Assets 

1. Notify asset warranty/license/loan expiry before n day(s).
   
2. Notify user when the loaned assets are returned.
   
3. Select technicians to notify when prohibited software installations are identified.
   
4. Notify user when an asset is assigned to them.
   
5. Notify the department head when the asset is removed from their department.
   
6. Notify technician when available asset quantity falls below threshold.
   

CMDB 

1. Notify CMDB users before the scheduled start/end of a downtime.
   

Purchase Order 

1. Notify the PO owner when a purchase order is overdue.
   
2. Notify technicians of the associated service request when items in a purchase order are received.
   
3. Notify PO Requester when a purchase order is rejected.
   
4. Notify technician of the associated service request when a purchase order is canceled.
   

Task 

1. Notify owner/group technicians when a task is assigned/reassigned.
   
2. Notify the owner when the time spent value is determined for their task.
   
3. Notify the owner when a comment is added/edited/deleted from their task.
   
4. Notify the owner of a task when all its preceding tasks are completed.
   
5. Notify the associated entity owner when a task is not completed within the schedule.
   

Timesheet 

1. Notify technician when a timesheet is approved/rejected.
   
2. Notify the approver when a timesheet is submitted/resubmitted/reopened.
   

Other Notifications 

1. Select technicians to notify when application encounters any errors. Example: Problem in fetching emails.
   
2. Notify group members when technicians apply for leave/cancel leave.
   
3. Notify approver and backup approver when the leave is edited.
   
4. Notify approver when approval is sent to backup approver.
   
5. Notify when automatic approval notification is enabled for requests that are already approved.
   
6. Notify users when they are mentioned in a comment.