Service Manager Notification Settings

Home > Administration > Service Manager > Settings > Notification Settings

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 Hornbill administration under Home > Service Manager > Settings.

Email Notification Prerequisites

If you plan on including emails as part of your notifications the following settings need to be configured first.

guest.app.requests.notification.emailDomain

This application setting must contain the domain from which the notifications will be sent. The domain specified must match an existing outbound mail route that you have configured in Hornbill

guest.app.requests.notification.emailMailbox

It is necessary to specify the ID of the Hornbill Shared Mailbox (e.g. helpdesk) from which the notifications will originate.

Notification Types

It is possible to choose different types of notification for each of the functional areas listed below.

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)

Notification Settings

Assignment / Reassignment

Use these settings to notify request owners and team members of request assignments

Notification Type

guest.app.requests.notification.notificationType.assignment

Notifications will be sent to the individual analyst when a request is assigned to them.

guest.app.requests.notification.notificationType.assignmentTeam

Notifications will be sent to all members of a team if a request is assigned to their team without an owner

Cancelled Request

Used these settings to notify request owners and team members of a cancelled request

Notification Type

guest.app.requests.notification.notificationType.cancel

Notification type for the owner that a cancelled request is assigned to

guest.app.requests.notification.notificationType.cancelTeam

Notification type for the team that a cancelled request is assigned to, when there is no owner assigned

Customer Feedback

Use these settings to notify support staff that the feedback for a request has been submitted by the customer

Notification Type

guest.app.requests.notification.notificationType.feedbackSubmitted

Set the notification type that is sent to the owner of the request

guest.app.requests.notification.notificationType.feedbackSubmittedTeam

Set the notification type that is sent to the team, if there is no owner.

Email Template Settings

guest.app.requests.notification.emailTemplate.analystFeedbackSubmitted

Use this setting to specify the email template to use when guest.app.requests.notification.notificationType.feedbackSubmitted is set to use email notifications

guest.app.requests.notification.emailTemplate.teamFeedbackSubmitted

Use this setting to specify the email template to use when guest.app.requests.notification.notificationType.feedbackSubmittedTeam is set to use email notifications

Email Update

Used these settings to notify the request owner or team members when a request has been updated by an incoming email, either automatically using the Routing Rules, or manually.

Notification Type

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

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

Linked Request Resolved / Closed

Notification settings for request owners and team members when their request has been resolved or closed by a linked request

Notification Types

guest.app.requests.notification.notificationType.analystLinkedRequestResolveAction

Notification type for the owner of a resolved or closed linked request

guest.app.requests.notification.notificationType.teamLinkedRequestResolveAction

Notification type for the team that a resolved or closed linked request belongs to

Members

Settings for notifications when using the Members feature on a Request

Notification Types

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.

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.

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.
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.

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)
Resolve Linked Request Owner (ResolutionNotification)
Close Linked Request Owner (ResolutionNotification)
Resolve Linked Request Team' (ResolutionTeamNotification)
Close Linked Request Team (ResolutionTeamNotification)
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.

If there is no email template option for a notification setting visible, then the email template is hard coded for example Cancel notifications.

It is possible to edit the content of the above email templates if required from the administration console under Home > System > Email > Templates > Service Manager > Requests.

Email Escalation Notifications

In addition to the notification options described above, it is also possible to configure email notifications for escalation actions against Service Level Targets. The configuration for these is covered in the following section: Service Level Escalation Notifications