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Notifications

Notifications are messages about certain events (e.g. request resolution, due date change etc.) for a specific request. Notifications are sent automatically by ALVAO Service Desk.

Notification types

Notifications are divided into two basic groups:

  • Notifications to operator/solver – the system automatically sends the solver a message about the following events. If the request does not have a solver, the message is sent to all operators on the service.
    • Request created
    • New message received – when a message related to the request is received.
      Note:
      If a request is being approved, its approvers also receive notifications of new messages.
      Note:
      The recipients of the original message receive no notifications.
    • Request assigned – a notification for the solver the request has been assigned to and for the previous request solver (if any).
      Note:
      If a request is assigned by its current solver, the solver will not be sent a notification of the assignment.
      Note:
      If a solver has assigned a request to himself/herself, he/she will not be sent a notification of the assignment.
    • Request reopened – when a request is reopened (for further resolution after being closed).
    • Request moved to this service
      Note:
      If the solver is also changed when the request is moved to another service, the notification will be sent to the new solver (or to operators, if the request has been removed from the solver, e.g. due to insufficient permissions).
      Note:
      If the request is moved by its existing solver and the request is not removed from the solver by that move, the notification about moving to another service is not sent to him/her.
    • Request returned to operators – a notification for all operators on the service.
  • Notifications to requester – the system automatically sends the requester a message about the following events.
    • Request created
    • Request due date modified – if the request resolution due date is changed.
    • Request resolved – a notification with a message from the user who has resolved the request.
    • Request reopened – when a request is reopened (for further resolution after being closed).

Notification levels

The sending of notifications can be set up at multiple levels. If a notification is enabled or disabled at multiple levels simultaneously, the system will use settings that are located closest to the top in the following table. If no notification is set up at the top level, the system uses settings retrieved from lower levels:

User settings for a specific service These can be changed by each user in:
Service Desk Console – File – Settings – Services – Notifications (notifications to operator/solver)
ALVAO WebApp – User menu – Settings – Custom notification settings (notifications to requester)
Joint user settings for all services These can be changed by any user by selecting <All services> under:
Service Desk Console – File – Settings – Services – Notifications (notifications to operator/solver)
ALVAO WebApp – User menu – Settings – Custom notification settings (notifications to requester)
Settings for a specific service This is done by the ALVAO administrator in: ALVAO WA – Management – Service Desk – Services – Edit (properties) – Notifications.
Joint settings for all services This is done by the ALVAO administrator in: ALVAO WA – Management – Service Desk – Settings – Notifications.
Notifications to operator/solver Default settings
Request assigned Send
Request created Send
Request moved to this service Do not send
Request open Send
New message received Send
Request returned to operators Send
Notifications to requester Default settings
Request created Send
Request due date modified Send
Request resolved Send
Request open Send

Custom Notifications

You can replace the default notifications with your own text. Custom notifications are set up for individual services under ALVAO WA – Management – Service Desk – Services – Edit (properties) – the Notifications section.

Tip:
Custom notifications can also be defined in multiple languages.
Tip:
Custom notifications can be set in batch mode for multiple services: in ALVAO WA – Management go to the Services tree and select View as a table in the menu. Then select services in the list that you want to set up custom notifications for and select Edit (properties) in the context menu. Go to the Notifications section and set up your custom notifications.

Notifications for Solver Team Members

You can add custom additional text into the message subject of the notifications for solver team members. Text will be added with a dash behind the original notification subject. This edit is global for all services.

Use the following SQL script to add text into the subject:
UPDATE tProperty SET sPropertyValue = 'enter additional text string here' WHERE sProperty = 'ServiceDesk.OperatorsNotificationsSubject'

You can use the following variables in the text string:

Variable Description
[$TicketID$] Request number.
[$TicketDeadline$] Due date set for request resolution
[$TicketSLA$] SLA request name
[$TicketService$] Service name
[$TicketServicePhone$] Service phone number
[$TicketUserCompany$] The request requester organization
[$TicketUserOffice$] The request requester office

Use the following SQL script to restore the default subject:
UPDATE tProperty SET sPropertyValue = NULL WHERE sProperty = 'ServiceDesk.OperatorsNotificationsSubject'

 

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