Layton ServiceDesk - Settings - Libraries - Email Settings & Bodies - List

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Overview

The various automatic email notification triggers can be enabled and the Email Bodies modified by going to Administration > Libraries > Email Settings & Bodies. The control panel will be displayed:


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To enable an email notification, select the Enable check box next to the desired notification (Note that all of the "Escalation" Emails are grouped together with one Enable section which will apply to all Escalation emails). Notification triggers are configured for Request, Problems and Changes separately. Problem, Change and Miscellaneous are accessible via tabs near the top. In order for the automatic email notifications to be sent, the Email Server Settings must be properly configured.

Settings

Request Creation

Request is Created By Analyst (Notify End User)

When an Analyst manually creates a Request, or an End User's email is processed as a new Request, an email is sent to the associated End User.

Request is Created By End User (Notify End User)

When an End User who is logged into the web interface creates a new Request that is associated with their End-User account, an email is sent to the associated End User. This can be used in a chain-of-evidence or a reminder for the End User.

Request Assignment & Closure

Request is assigned (Notify Analyst)

When a Request is assigned manually, an email is sent to the newly assigned Analyst

Request is assigned (Notify End User)

When a Request is assigned manually, an email is sent to the End User associated with the Request

Request is auto assigned (Notify Analyst)

When a Request is assigned via Auto Assignment Options, an email is sent to the assigned Analyst

Request is auto assigned (Notify Analyst Group)

When a Request is assigned via Auto Assignment Options, an email is sent to the assigned Analyst Group

Request is auto assigned (Notify End User)

When a Request is assigned via Auto Assignment Options, an email is sent to the associated End User

Request has changed Priority (Notify End User)

When a Request's Priority is changed, an email is sent to the associated End User

Request is closed (Notify End User)

When a Request is closed, an email is sent to the associated End User

Request is closed (Notify Analyst Group)

When a Request is closed, an email is sent to the assigned Analyst Group

Request is closed (Notify Request Owner)

When a Request is closed, an email is sent to the assigned owner

Request has changed status (Notify End User)

When a Request has changed status, an email is sent to the associated End User. To enable, click the menu and check the statuses, which, when changed to, will trigger a notification. Any combination can be checked. If you check (None), any other checked statuses will be unchecked.

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Request has changed status (Notify Analyst Group)

When a Request has changed status, an email is sent to the assigned Analyst Group.

Request has changed status (Notify Request Owner)

When a Request has changed status, an email is sent to the Analyst who owns the Request, as distinguished from the Analyst assigned to it. Open the menu and check the applicable statuses.

New End User Request is unassigned (Notify specified Analyst group)

When a Request has been submitted by an End User and left unassigned, an email is sent to the specified Analyst Group

Request assigned to Analyst Group

When a Request is assigned to an Analyst Group, and not assigned to an Analyst, an email is sent to the assigned Analyst Group

Request Escalation

Request escalation notifications can be enabled or disabled as a set. Individual escalation notifications can't be enabled or disabled independently.

Request has missed respond by point (Notify Specified)

When a Request has had no Analyst comment within the assigned Priority's Respond Hours, an email is sent to the specified Priority's Missed Respond Email

Request has reached escalation point 1 (Notify Specified)

When a Request's duration has surpassed the number of hours configured in the assigned Priority's Escalate Level 1, an email is sent to those specified in the Priority's Escalate Email Level 1

Request has reached escalation point 2 (Notify Specified)

When a Request's duration has surpassed the number of hours configured in the assigned Priority's Escalate Level 2, an email is sent to those specified in the Priority's Escalate Email Level 2

Request has reached escalation point 3 (Notify Specified)

When a Request's duration has surpassed the number of hours configured in the assigned Priority's Escalate Level 3, an email is sent to those specified in the Priority's Escalate Email Level 3

Request has expired (Notify Specified)

When a Request's duration has surpassed the number of hours configured in the assigned Priority's Resolve Hours, an email is sent to those specified in the Priority's Missed Resolve Email

Request has missed respond by point & been reassigned (Notify Analyst)

When a Request has had no Analyst comment within the number of hours configured in the assigned Priority's Respond Hours, an email is sent to the Analyst specified in the Priority's Missed Response Escalate To

Request has reached escalation point 1 & been reassigned (Notify Analyst)

When a Request's duration has surpassed the number of hours configured in the assigned Priority's Escalate Level 1, an email is sent to the Analyst specified in the Priority's Escalate 1 Assign To

Request has reached escalation point 2 & been reassigned (Notify Analyst)

When a Request's duration has surpassed the number of hours configured in the assigned Priority's Escalate Level 2, an email is sent to the Analyst specified in the Priority's Escalate 2 Assign To

Request has reached escalation point 3 & been reassigned (Notify Analyst)

When a Request's duration has surpassed the number of hours configured in the assigned Priority's Escalate Level 3, an email is sent to the Analyst specified in the Priority's Escalate 3 Assign To

Request has expired & been reassigned (Notify Analyst)

When a Request's duration has surpassed the number of hours configured in the assigned Priority's Resolve Hours, an email is sent to the Analyst specified in the Priority's Missed Resolve Email

Request has missed respond by point & been reassigned (Notify Analyst Group)

When a Request has had no Analyst comment within the number of hours configured in the assigned Priority's Respond Hours, an email is sent to the Analyst specified in the Priority's Missed Response Escalate To

Request has reached escalation point 1 & been reassigned (Notify Analyst Group)

When a Request's duration has surpassed the number of hours configured in the assigned Analyst Group's Escalate 1, an email is sent to the Analyst Group

Request has reached escalation point 2 & been reassigned (Notify Analyst Group)

When a Request's duration has surpassed the number of hours configured in the assigned Analyst Group's Escalate 2, an email is sent to the Analyst Group

Request has reached escalation point 3 & been reassigned (Notify Analyst Group)

When a Request's duration has surpassed the number of hours configured in the assigned Analyst Group's Escalate 3, an email is sent to the Analyst Group

Request has expired & been reassigned (Notify Analyst Group)

When a Request's duration has surpassed the number of hours configured in the assigned Priority's Resolve Hours, an email is sent to the Analyst specified in the Priority's Missed Resolve Email

Task has reached escalation point 1 (Notify Specified)

When a Task's duration has surpassed the number of hours configured in the assigned Priority's Escalate Level 1, an email is sent to those specified in the Priority's Escalate Email Level 1

Task has reached escalation point 2 (Notify Specified)

When a Task's duration has surpassed the number of hours configured in the assigned Priority's Escalate Level 2, an email is sent to those specified in the Priority's Escalate Email Level 2

Task has reached escalation point 3 (Notify Specified)

When a Task's duration has surpassed the number of hours configured in the assigned Priority's Escalate Level 3, an email is sent to those specified in the Priority's Escalate Email Level 3

Task has expired (Notify Specified)

When a Task's duration has surpassed the number of hours configured in the assigned Priority's Resolve Hours, an email is sent to those specified in the Priority's Missed Resolve Email

Comment

Request has Comment assigned from End User (Notify Analyst)

When an End User saves a Comment to a Request from the web interface, or by sending an email to Layton ServiceDesk with the Request ID in the subject line, an email is sent to the Request's assigned Analyst.

Request has Comment assigned from Analyst (Notify End User)

When an Analyst saves a Comment to a Request in the web interface, or an Analyst email containing the Request ID in the subject line is processed, an email is sent to the Request's associated End User.

Request has Comment assigned from Analyst (Notify Additional Analysts)

Allows the Analyst to specify additional Analysts in the Comment creation form. The email will be sent to these Analysts.

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Request has Comment assigned from Analyst (Notify Additional End Users)

Allows the Analyst to specify additional End Users in the Comment creation form. The email will be sent to these End Users.

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Request has Comment assigned from Analyst (Notify External)

Allows the Analyst to specify additional email addresses in the Comment creation form. The email will be sent to these email addresses.

Task Notification

Task is assigned (Notify Analyst)

When a Task is assigned, an email is sent to the newly assigned Analyst

Task is due (Notify Analyst)

When a Task has not been completed by the time specified in the Task Scheduled Date, an email is sent to the assigned Analyst

Survey Notification

Survey Notification (Notify End User)

When a Request is completed, and Surveys have been enabled, an email is sent to the Request's associated End User

Email Acknowledgement

Email Request Acknowledgement (End User)

When a registered End user sends an email to Layton ServiceDesk and it is automatically imported as a Request, an email notification is sent to the End User to confirm that the email has been received.

Email Comment Acknowledgement (End User)

When a registered End User sends an email containing a Request ID in the subject line to Layton ServiceDesk and it is automatically imported as a Request Comment, an email notification is sent to the End User to confirm that the email has been received.

Email Comment Acknowledgement (Analyst)

When an Analyst sends an email containing a Request ID in the subject line to Layton ServiceDesk and it is automatically imported as a Request Comment, an email notification is sent to the Analyst to confirm that the email has been received.

Callback Prompt

Callback Prompt

When a Callback Reminder reaches its set Callback Date/Time, an email is sent to the Callback Reminder's set Reminder To Analyst

Request Overflow

Email Analyst Request Overflow

If the Analyst Overflow settings are configured, this email body can be modified. The email body cannot be disabled here.

Email Site Request Overflow

If the Site settings are configured, this email body can be modified. The email body cannot be disabled here.

Email Analyst Group Request Overflow

If the Analyst Group Overflow settings are configured, this email body can be modified. The email body cannot be disabled here.

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