Notification

The Notify option sets the method of messaging used by the application to notify Customers and Technicians of the following changes to an Incident:

• Incident created

• Incident closed

• Incident deleted

• Incident Note added

• Incident escalated (Technician only).

The default Notification status of Incidents is set on a per Team basis, within the Users>Teams>Team Information screen, with the default recipients of new Notes being configured by the Administrator in the Setup>Email>Setup tab. However, this can be adjusted on a per Incident basis within the Notification Method field and on a per Note basis, when new Notes are created.

The methods of Notification can be set for Customers and Technicians, and include:

• None, which ensures no messages are sent

• Email, which means an email is sent containing the Incident detail updates

• SMS notifications, which sends an SMS message to Technicians and Customers about the Incident update. This is only available to Customers and Users who have a mobile number and a service provider entered in their User and Customer Information screen.
  
  

Notifications can be sent to:

• Customer - the Customer who logged the Incident

• All Owners - all Customers who share the Item assigned to the Incident

• Customer CC's - email addresses to receive Customer email correspondence when the CC field is selected in the New Notes screen
  This field may be automatically populated by the system with email addresses included in the CC list of the original email used to create the Incident. Multiple addresses should be separated by a comma.

• Current Team - notifications can be switched off, sent to all members within the Team assigned to the Incident, or restricted to members within the layer of escalation to which the Incident is assigned

• Technician CC's - enter any User account email addresses that are to be sent Incident Notifications. Multiple addresses should be separated by a comma

• Alternate Team - this option is visible if the Notify Alternate Team option is enabled in the Admin>Email>Setup tab. Notifications can be sent to a Team within the related Process, by the User selecting an option within the drop-down list.

The following is a sample email sent by the system to the Customer and assigned Technician, confirming the creation of an Incident. The message and template sent can be customized by the system Administrator:
 

Email Sample