Layton ServiceDesk - Settings - Libraries - Email Settings & Bodies
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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. In order for the automatic email notifications to be sent, the Email Server Settings must be properly configured.
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 had 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) | When a Request's duration has surpassed the number of hours configured in the 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 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 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 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 configured 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 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 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 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 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 configured 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) | |
| 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 | When a registered End user sends an email to ServiceDesk and it is automatically imported as a Request, an email is sent to the End User |
| Email Comment Acknowledgement | When a registered End User sends an email to ServiceDesk and it is automatically imported as a Request Comment, an email is sent to the End User |
| Callback Prompt | |
| Email Analyst Request Overflow | |
| Email Site Request Overflow | |
| Email Analyst Group Request Overflow |
Email Bodies
Each Email Notification provides an Email Body for each Request Class. To configure the Email Body, click the Edit button (
) under the desired Request Class and the Manage Email Body pop-up will appear:
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. Click the Add button (20px) and the field will be inserted, wrapped in double curly brackets, into the bottom of the email body. When the email is triggered and generated, the value for each field will be dynamically inserted 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.
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