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Notification

The Notify option sets the method of messaging used by the application to notify Technicians of the following changes to a Problem:

• Problem created

• Problem closed

• Problem deleted

• Problem Note added

• Problem escalated.

The default notification status of Problems 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 request 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 Technicians, and include:

• None, which ensures that no messages are sent

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

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

Using Problem Management as an internal service management process, notifications can be sent to the:

• Technician - notifications can be sent to all members within the Team assigned to the request, or restricted to members within the Group to which the request is assigned

• Technician CC's - enter any User account email addresses that are to be sent request 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 and other Teams assigned to the same Process are configured in the system. Notifications can be sent to a Team within the related Process, by the User selecting an option within the drop-down list.