Layton ServiceDesk - Settings - Libraries - Email Settings & Bodies
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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:
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 (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 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 has changed status (Notify End User)
When a Request has changed status, an email is sent to the associated End User. Open the menu and check the statuses that you want to notify the End User about.
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 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, 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, 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.
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.
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
When a registered End user sends an email to ServiceDesk and it is automatically imported as a Request, an email notification is sent to the End User to confirm the email has been received.
Email Comment Acknowledgement
When a registered End User sends an email to ServiceDesk and it is automatically imported as a Request Comment, an email notification is sent to the End User to confirm 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
Email Site Request Overflow
Email Analyst Group Request Overflow
Email Bodies
Each Email Notification provides an Email Body (the text in an automated email notification) for each Request Class. To configure the Email Body, click the Edit button 
in the column for the desired Request Class. The Manage Email Body dialog will appear:
To insert system or user fields into the body, select the desired field in the Table and Fields menus on the right. Click the Add button 
to insert the field, enclosed in braces, into the bottom of the email body. This field can be cut and pasted anywhere within the 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.
