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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 to solver - the system automatically sends a message to the solver about the following events. If the ticket does not have a solver but is assigned to a solver group, then the message is sent to all members of that group. If the ticket has neither a solver nor a solver group, then the message is sent to all the main solvers of the service.
- Ticket created
- New message received - when a message is received for the ticket.
Note:
If a ticket is in the approval process, the approvers of the ticket also receive notification when a new message is received.
Note:
No notification is sent to the recipients of the original message.
Note:
If the message is an undeliverable email sent from the
Service Desk or the sender's email is in the
MailerDaemons list, the notification is not sent.
- Ticket Assigned - notification to the solver to whom the ticket was assigned and the previous solver of the ticket (if any).
Note:
If the ticket is being assigned by its current solver, no notification is sent to that solver when the ticket is assigned to another solver.
Note:
In case the solver has taken over the ticket for solving, the notification of the transfer of the ticket is not sent.
- Ticket reopened - when the ticket is reopened (for resolution after it has been closed).
- Ticket moved to this service
Note:
In case the service change also changes the solver or the solver group, the notification will be sent to the new solver or the members of the solver group (or to the main solvers, if the solver has been removed from the ticket for example due to insufficient rights).
Note:
If an existing solver moves a ticket and the move does not remove the ticket no notification is sent to the solver when the ticket is moved to another service.
- Ticket returned to Main solvers - Notification to all Main solvers of the service.
- Notification to requester - the system automatically sends a message to the requester about the following events.
- Ticket created
- Ticket deadline changed - when the deadline for resolving the ticket is changed.
- Ticket resolved - notification with a message from the user who resolved the ticket.
- Ticket reopened - when the ticket is reopened (to be resolved after it was closed).
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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