Service Manager Notification Settings
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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 four key functional areas, as described below:
- Assignment / Reassignment - Notifications will be sent to the individual analyst or all members of a team if a request is assigned to them individually or to their team.
- 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).
- Members - Notifications will be sent to the individual analyst or all members of a team if a new member is added to a request which is assigned to them. The Member who is added will also receive a notification.
- Portal Update (Coming Soon)
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 edit 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