Layton ServiceDesk - Settings - Libraries - Email Settings & Bodies

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|-
 
| Request is created (Notify End User)
 
| Request is created (Notify End User)
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| Determines the how often the End User’s page will auto refresh
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| When an Analyst creates a request, an email is sent to the associated End User
 
|-
 
|-
 
| Request is assigned (Notify Analyst)
 
| Request is assigned (Notify Analyst)
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| If turned ON any Request search conducted by the End Users will only return results related to their own Requests.  If turned off they can search through all Requests in the system
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| When a Request is reassigned, an email is sent to the newly assigned Analyst
 
|-
 
|-
 
| Request is assigned (Notify End User)
 
| Request is assigned (Notify End User)
−
| Users will only return results related to their own Requests.  If turned off they can search through all Requests in the system
+
| When a Request is reassigned, an email is sent to the End User associated with the Request
 
|-
 
|-
 
| Request is auto assigned (Notify Analyst)
 
| Request is auto assigned (Notify Analyst)
−
| Determines whether End Users can delete attachments that have been uploaded to their requests
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| When a Request is assigned via '''[[Layton ServiceDesk™ - General Settings - Auto Assignment Options|Auto Assignment Options]]''', an email is sent to the assigned Analyst
 
|-
 
|-
 
| Request is auto assigned (Notify Analyst Group)
 
| Request is auto assigned (Notify Analyst Group)
−
| Enables the NTLM Auto Logon feature for the End Users.  For more
+
| When a Request is assigned via '''[[Layton ServiceDesk™ - General Settings - Auto Assignment Options|Auto Assignment Options]]''', an email is sent to the assigned Analyst Group
 
|-
 
|-
 
| Request is auto assigned (Notify End User)
 
| Request is auto assigned (Notify End User)
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| Determines whether the End Users can use the Self Service menu.  If turned Off the Self Service menu will not be visible to the End Users
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| When a Request is assigned via '''[[Layton ServiceDesk™ - General Settings - Auto Assignment Options|Auto Assignment Options]]''', an email is sent to the associated End User
 
|-
 
|-
 
| Request has changed Priority (Notify End User)
 
| Request has changed Priority (Notify End User)
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| This turns on or off the ability for End Users to maintain their own account details.  If turned off this menu item will not be visible to the End Users
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| When a Request's Priority is changed, an email is sent to the associated End User
 
|-
 
|-
 
| Request is closed (Notify End User)
 
| Request is closed (Notify End User)
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| Sets the minimum password length the End Users can use
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| When a Request is closed, an email is sent to the associated End User
 
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|-
 
| Request is closed (Notify Analyst Group)
 
| Request is closed (Notify Analyst Group)
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| Turns on or off the End User menu option for Log New Request
+
| When a Request is closed, an email is sent to the assigned Analyst Group
 
|-
 
|-
 
| Request has changed status (Notify End User)
 
| Request has changed status (Notify End User)
−
| Turns on or off the End User menu option for My Closed Requests
+
| When a Request has changed status, an email is sent to the associated End User
 
|-
 
|-
 
| Request has changed status (Notify Analyst Group)
 
| Request has changed status (Notify Analyst Group)
−
| Turns on or off the End User menu option for Search Requests
+
| When a Request has changed status, an email is sent to the assigned Analyst Group
 
|-
 
|-
 
| New End User Request is unassigned (Notify specified Analyst group)
 
| New End User Request is unassigned (Notify specified Analyst group)
−
| Specifies the screen that the End User is delivered to when logged in
+
| When a Request has been submitted by an End User and it does not get assigned, an email is sent to the specified Analyst Group
 
|-
 
|-
 
| Request assigned to Analyst Group
 
| Request assigned to Analyst Group
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| Turns on or off the ability for End Users to edit their Requests once they have been saved.
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| When a Request is assigned to an Analyst Group, an email is sent to that Analyst Group
 
|-
 
|-
 
| Request has missed respond by point (Notify Specified)
 
| Request has missed respond by point (Notify Specified)
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| Turns on or off the ability for End Users to access Request Classes.  For more see Request Classes.  If turned Off, all End Users will have access to all Request Classes.  If turned On, the Request Class access for the End Users may be defined in '''[[Layton ServiceDesk™ - Settings - Company Structure - Manage End User|Manage End User]]'''.
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| When a Request has no Analyst Comment within the configured '''[[Layton ServiceDesk™ - Settings - Libraries - Priority|Priority's Respond Hours]]''', an email is sent to the specified '''[[Layton ServiceDesk™ - Settings - Libraries - Priority|Priority's Missed Respond Email]]'''
 
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|-
 
| Request has reached escalation point 1 (Notify Specified)
 
| Request has reached escalation point 1 (Notify Specified)
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| Turns on or off the ability for End Users to view Changes. The ''sys_eusername'' field must be added to the Change form in '''[[Layton ServiceDesk™ - Configuring the System - Form Design#Toolbar Overview|Form Design]]''' so the End User can view those Changes associated with him.
+
|  
 
|-
 
|-
 
| Request has reached escalation point 2 (Notify Specified)
 
| Request has reached escalation point 2 (Notify Specified)
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| Enter a specified login, this account allows an Analyst to enter to program as an end user without a password.
+
|  
 
|-
 
|-
 
| Request has reached escalation point 3 (Notify Specified)
 
| Request has reached escalation point 3 (Notify Specified)
−
| Turns on or off the ability of End Users to view attachments
+
|  
 
|-
 
|-
 
| Request has expired (Notify Specified)
 
| Request has expired (Notify Specified)
−
| Turns on or off the ability of End Users to upload and overwrite an existing attachment
+
|  
 
|-
 
|-
 
| Request has missed respond by point & been reassigned (Notify Analyst)
 
| Request has missed respond by point & been reassigned (Notify Analyst)
−
| Removes the End User’s logoff button.  Usually used in conjunction with the NTLM auto logon feature
+
|  
 
|-
 
|-
 
| Request has reached escalation point 1 & been reassigned (Notify Analyst)
 
| Request has reached escalation point 1 & been reassigned (Notify Analyst)
−
| Turns on or off the ability for End Users to self register and therefore create their own account.  If turned ON a “Register End User” button will be displayed on the main Layton ServiceDesk logon page.
+
|  
 
|-
 
|-
 
| Request has reached escalation point 2 & been reassigned (Notify Analyst)
 
| Request has reached escalation point 2 & been reassigned (Notify Analyst)
−
| Turns on or off the ability of End Users to change their password in Layton ServiceDesk.  If turned Off the My Password menu item will not be visible.
+
|  
 
|-
 
|-
 
| Request has reached escalation point 3 & been reassigned (Notify Analyst)
 
| Request has reached escalation point 3 & been reassigned (Notify Analyst)
−
| Turns on or off the End User menu option for My Open Requests
+
|  
 
|-
 
|-
 
| Request has expired & been reassigned (Notify Analyst)
 
| Request has expired & been reassigned (Notify Analyst)
−
| Turns on or off the Help button on the menu
+
|  
 
|-
 
|-
 
| Request has missed respond by point & been reassigned (Notify Analyst Group)
 
| Request has missed respond by point & been reassigned (Notify Analyst Group)
−
| Turns on or off the ability for End Users to edit their Requests after they are closed
+
|  
 
|-
 
|-
 
| Request has reached escalation point 1 & been reassigned (Notify Analyst Group)
 
| Request has reached escalation point 1 & been reassigned (Notify Analyst Group)
−
| This option controls whether End Users are allowed to close Requests themselves or not.
+
|  
 
|-
 
|-
 
| Request has reached escalation point 2 & been reassigned (Notify Analyst Group)
 
| Request has reached escalation point 2 & been reassigned (Notify Analyst Group)
−
| If set to ON and an Analyst has added a public comment to the End User’s request that they have not read, a red exclamation mark will display on the comment icon indicating to the end user that there is an unread comment.
+
|  
 
|-
 
|-
 
| Request has reached escalation point 3 & been reassigned (Notify Analyst Group)
 
| Request has reached escalation point 3 & been reassigned (Notify Analyst Group)

Revision as of 21:09, 19 June 2013

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Previous article in this series: Email Keywords


Contents

Overview

The various automatic email notification triggers can be enabled and the Email Bodies modified by going to Administration > Libraries > Email Settings & Bodies. To enable an email select the Enable checkbox next to the desired email 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 and Change are accessible via tabs near the top.

Settings

Email Bodies Description
Request is created (Notify End User) When an Analyst creates a request, an email is sent to the associated End User
Request is assigned (Notify Analyst) When a Request is reassigned, an email is sent to the newly assigned Analyst
Request is assigned (Notify End User) When a Request is reassigned, 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 has changed status (Notify End User) When a Request has changed status, an email is sent to the associated End User
Request has changed status (Notify Analyst Group) When a Request has changed status, an email is sent to the assigned Analyst Group
New End User Request is unassigned (Notify specified Analyst group) When a Request has been submitted by an End User and it does not get assigned, an email is sent to the specified Analyst Group
Request assigned to Analyst Group When a Request is assigned to an Analyst Group, an email is sent to that Analyst Group
Request has missed respond by point (Notify Specified) When a Request has no Analyst Comment within the configured Priority's Respond Hours, an email is sent to the specified Priority's Missed Respond Email
Request has reached escalation point 1 (Notify Specified)
Request has reached escalation point 2 (Notify Specified)
Request has reached escalation point 3 (Notify Specified)
Request has expired (Notify Specified)
Request has missed respond by point & been reassigned (Notify Analyst)
Request has reached escalation point 1 & been reassigned (Notify Analyst)
Request has reached escalation point 2 & been reassigned (Notify Analyst)
Request has reached escalation point 3 & been reassigned (Notify Analyst)
Request has expired & been reassigned (Notify Analyst)
Request has missed respond by point & been reassigned (Notify Analyst Group)
Request has reached escalation point 1 & been reassigned (Notify Analyst Group)
Request has reached escalation point 2 & been reassigned (Notify Analyst Group)
Request has reached escalation point 3 & been reassigned (Notify Analyst Group)
Request has expired & been reassigned (Notify Analyst Group)
Task has reached escalation point 1 (Notify Specified)
Task has reached escalation point 2 (Notify Specified)
Task has reached escalation point 3 (Notify Specified)
Task has expired (Notify Specified)
Request has Comment assigned from End User (Notify Analyst)
Request has Comment assigned from Analyst (Notify End User)
Request has Comment assigned from Analyst (Notify Additional Analysts)
Request has Comment assigned from Analyst (Notify Additional End Users)
Request has Comment assigned from Analyst (Notify External)
Task is assigned (Notify Analyst)
Task is due (Notify Analyst)
Survey Notfication (Notify End User)
Email Request Acknowledgement
Email Comment Acknowledgement
Callback Prompt
Email Analyst Request Overflow
Email Site Request Overflow
Email Analyst Group Request Overflow

In order for the automatic email notifications to be sent the Email Server Settings will need to be configured in Email Server Settings.

Email Bodies

To edit the Email Body, click the Edit icon (Pencil.png).

Email Bodies allow you to modify the text that is in an automated email notification. To insert system or user fields into the email bodies select the desired field in the field selection list which is displayed on the right of the email body and click the Add button (20px). When the email is generated it will insert the data from this field into the email body. For example, in the Email Body for Request is Assigned (Notify Analyst), you may want to include the sys_requesttype_id (Request Type) and the sys_problemdesc (Problem Description) fields. See figure below for a sample email body.

Email body configuration
Email Body

Next article in this series: Cost Items

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