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. Notifications are divided into two basic groups:
- Notifications to requesters – such as resolution of a request.
- Notifications to operators and solver – such as the assignment of a request to be resolved.
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 |
Each user can change the settings under Service Desk Console – File – Settings – Services tab or under ALVAO WebApp – User menu – Settings – Custom notification settings. |
| User settings for all services |
Each user can change the settings under Service Desk Console – File – Settings – Services tab or under ALVAO WebApp – User menu – Settings – Custom notification settings and <All services>. |
| Settings of a specific service |
These settings are performed by ALVAO administrators under ALVAO Admin – Manage – Service Desk – Services – Edit on the Notifications tab. |
| Joint settings for all services |
These settings are performed by ALVAO administrators under ALVAO Admin – Manage – Service Desk – Services – Settings on the Notifications tab. |
| Default settings |
| Notifications to Operators and Solvers |
Default Settings |
| Request assigned |
Do not send |
| Request created |
Do not send |
| Request moved to another service |
Do not send |
| Request open |
Do not send |
| New message received |
Do not send |
| Request returned to operators |
Do not send |
| Notifications to Requesters |
Default Settings |
| Request created |
Send |
| Request due date modified |
Send |
| Request solved |
Send |
| Request open |
Send |
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Custom Notifications
You can replace the default notifications to requesters with your own text. Custom notifications are set up for individual services under ALVAO Admin – Manage – Service Desk – Services Notifications tab.
Tip: Custom notifications can be set in batch mode for multiple services: in ALVAO Admin go to the Services tree and select View as list in the context menu. Then select services in the list that you want to set up custom notifications for and select Edit in the context menu. Go to the Notifications tab 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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