Skip Navigation LinksALVAO 11.2 / Admin guide / Services / Notifications
Notifications
Notifications are messages about a specific event (e.g. resolution, deadline change, etc.) related to a specific ticket that ALVAO Service Desk automatically sends to recipients.
Notification types
The notifications are divided into two basic groups:
Notification levels
Notifications can be set at several levels. If notification is enabled or disabled on multiple levels simultaneously, the setting that is highest in the following table is used. If no notification is set at the top level, the setting from the lower level is used:
User settings for a specific service |
Each user can change it in:
|
User settings common to all services |
Each user can change it by selecting <All services> in:
|
Service specific settings |
This setting is done by the Alvao administrator in Administration - Service Desk - Services - Edit (properties) - Notification. |
Common settings for all services |
This setting is done by the Alvao administrator in Administration - Service Desk - Settings - Notifications.
Notification to solver |
Default settings |
Ticket submitted |
Send |
Ticket created |
Send |
Ticket moved to this service |
Do not send |
Ticket opened |
Send |
New message received |
Send |
Ticket returned to main solvers |
Send |
Notification to requester |
Default settings |
Ticket created |
Send |
Ticket deadline changed |
Send |
Ticket resolved |
Send |
Ticket opened |
Send |
|
Custom notifications
You can replace the default notification texts with your own notifications. Custom notifications are set for each service in Administration - Service Desk - Services - Edit (properties) - section Notifications.
Tip:
You can also define custom notifications in multiple
languages.
Tip:
You can also set up custom notifications in bulk for multiple services at once as follows: v
Administration in the service tree, select
Show as table from the menu, select the services for which you want to set custom notifications from the list, and select
Edit (properties) from the local menu. In the
Notifications section, set up custom notifications.
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