Difference between revisions of "Service Manager Notification Settings"
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===Configuring Service Manager Notifications=== | ===Configuring Service Manager Notifications=== | ||
| − | The analyst notifications are separated into | + | The analyst notifications are separated into the following functional areas, as described below: |
| − | :* '''Assignment / Reassignment''' - Notifications will be sent to the individual analyst | + | :* '''Assignment / Reassignment''' - '''guest.app.requests.notification.notificationType.assignment''' - Notifications will be sent to the individual analyst when a request is assigned to them. |
| − | :* '''Email Update''' - Notifications will be sent to the individual analyst or all members of a team if a request which is assigned to them is updated via email (auto-responder and or manually applied). | + | :* '''Assignment / Reassignment''' - '''guest.app.requests.notification.notificationType.assignmentTeam''' - Notifications will be sent to all members of a team if a request is assigned to their team. |
| − | :* '''Members''' - Notifications will be sent to the individual analyst | + | :* '''Email Update''' - '''guest.app.requests.notification.notificationType.emailUpdate''' - Notifications will be sent to the individual analyst if a request which is assigned to them is updated via email (auto-responder and or manually applied). |
| − | :* '''Portal Update''' - Notifications will be sent to the individual analyst or all members of a team if a customer updates a request via the Customer or Service portals. | + | :* '''Email Update''' - '''guest.app.requests.notification.notificationType.emailUpdateTeam''' - Notifications will be sent to all members of a team if a request which is assigned to them is updated via email (auto-responder and or manually applied). |
| + | :* '''Members''' - '''guest.app.requests.notification.notificationType.members''' - Notifications will be sent to the individual analyst if a new member is added to a request which is assigned to them. | ||
| + | :* '''Members''' - '''guest.app.requests.notification.notificationType.membersTeam''' - Notifications will be sent to all members of a team if a new member is added to a request which is assigned to them. | ||
| + | :* '''Members''' - '''guest.app.requests.notification.notificationType.membersRecipient''' - Notifications will be sent to the individual members who are added to a request. | ||
| + | :* '''Portal Update''' - '''guest.app.requests.notification.notificationType.portalUpdate''' - Notifications will be sent to the individual analyst if a customer updates a request via the Customer or Service portals. | ||
| + | :* '''Portal Update''' - '''guest.app.requests.notification.notificationType.portalUpdateTeam''' - Notifications will be sent to all members of a team if a customer updates a request via the Customer or Service portals. | ||
It is possible to choose different types of notification for each of the above functional areas, the options are as follows: | It is possible to choose different types of notification for each of the above functional areas, the options are as follows: | ||
Revision as of 08:36, 5 October 2016
Home > Service Manager > Notifications
Introduction
Service Manager provides the ability to compliment the Hornbill Collaboration notifications with application specific notifications for analysts. Notification options are globally controlled and configured in the administration console under Service Manager > Settings > Application.
Configuring Service Manager Notifications
The analyst notifications are separated into the following functional areas, as described below:
- Assignment / Reassignment - guest.app.requests.notification.notificationType.assignment - Notifications will be sent to the individual analyst when a request is assigned to them.
- Assignment / Reassignment - guest.app.requests.notification.notificationType.assignmentTeam - Notifications will be sent to all members of a team if a request is assigned to their team.
- Email Update - guest.app.requests.notification.notificationType.emailUpdate - Notifications will be sent to the individual analyst if a request which is assigned to them is updated via email (auto-responder and or manually applied).
- Email Update - guest.app.requests.notification.notificationType.emailUpdateTeam - Notifications will be sent to all members of a team if a request which is assigned to them is updated via email (auto-responder and or manually applied).
- Members - guest.app.requests.notification.notificationType.members - Notifications will be sent to the individual analyst if a new member is added to a request which is assigned to them.
- Members - guest.app.requests.notification.notificationType.membersTeam - Notifications will be sent to all members of a team if a new member is added to a request which is assigned to them.
- Members - guest.app.requests.notification.notificationType.membersRecipient - Notifications will be sent to the individual members who are added to a request.
- Portal Update - guest.app.requests.notification.notificationType.portalUpdate - Notifications will be sent to the individual analyst if a customer updates a request via the Customer or Service portals.
- Portal Update - guest.app.requests.notification.notificationType.portalUpdateTeam - Notifications will be sent to all members of a team if a customer updates a request via the Customer or Service portals.
It is possible to choose different types of notification for each of the above functional areas, the options are as follows:
- Email Only - Analysts will receive an email notification
- Hornbill Only - Analysts will receive a Hornbill notification accessible through the web and native mobile interfaces
- Both - Analysts will receive both an email and Hornbill notification
- None - No notifications will be used (This is the default setting)
Email Notification Templates
If using the Email Only or Both notification options for any of the functional areas, it is possible to configure the email templates which are sent. Default email templates are provided for each of the following functions:
- Analyst Assignment (AnalystAssignmentNotification)
- Team Assignment (TeamAssignmentNotification)
- Analyst Email Update (AnalystEmailUpdateNotification)
- Team Email Update (TeamEmailUpdateNotification)
- Analyst Request Member Added (AnalystRequestMemberAddedNotification)
- Team Request Member Added (TeamRequestMemberAddedNotification)
- Member Added to Request (RequestMemberAddedNotification)
- It is possible to change the email template which is used for each different notification type by configuring a different email template for each setting.
- It is important to configure which mailbox the email notifications will be sent from, this is configurable under Service Manager > Settings > Application and the guest.app.requests.notification.emailMailbox setting.
- It is possible to edit the content of the above email templates if required from the administration console under Service Manager > Email > Templates > Requests.
Email Escalation Notifications
In addition to the notification options described above it it also possible to configure email notifications for escalation actions against Service Level Timers. The configuration for these is covered in the following section: Email Escalation Notifications