In our HelpSU application (Remedy Service Desk 7.01), there are numerous notification templates that trigger under specific circumstances: to alert a support group of a new request in their queue, to alert a support staff that a particular request has been assigned to them; to a customer, that their request has been resolved.
The following table describes the notifications in place at the current time (January 2008).
Incident notifications
| Title/Description | Notification Is Triggered By… | Notification goes to… | Email Message |
|---|---|---|---|
| Group Assignment | Assignment of a new request to a group | All members of the group | View Message |
| Individual Assignment | Assignment of a new request to an individual | The assigned individual | View Message |
| Incident Request Resolution | A request being marked “Resolved” | Contact name, advising them request is “Resolved” | View Message |
Task notifications
| Title/Description | Notification Is Triggered By… | Notification goes to… | Email Message |
|---|---|---|---|
| Group Task Assignment | Assignment of a new task to a support group | All members of the group | View Message |
| Individual Task Assignment | Assignment of a new Task to a support staff member | The assigned individual | View Message |
| Task Status Change | Every time the status of a Task has been changed | To the assigned individual of the parent incident, or the assigned group if the parent Incident has not yet been assigned to an individual | View Message |
Problem notifications
| Title/Description | Notification Is Triggered By… | Notification goes to… | Email Message |
|---|---|---|---|
| Problem Investigation Group Notification | Assignment of a new Problem Investigation to a group | All members of the group | View Message |
| Problem Investigation Individual Notification | Assignment of a new Problem Investigation to an individual | The assigned individual | View Message |
