Notifications

Creating Incident

An Email notification will be sent to the user with the details and link to the Incident once the ticket is created.

A MS Teams notification will also be sent out to the Person reporting incident.

An Email notification will be sent to the Help Desk with the details and link to the Incident once the ticket is created and Support Group field is empty.

A MS Teams notification will also be sent out to the Help Desk.

An Email notification will be sent to all the Support Group Members with the details and link to the Incident once the ticket is created and Support Group field is non-empty.

A MS Teams notification will also be sent out to the Support Group members.

An Email notification will be sent to the Assigned to with the details and link to the Incident once the ticket is created and Assigned To field is non-empty.

A MS Teams notification will also be sent out to the Assigned to person.

Updating Incident

The user receives the email and Teams notifications once a ticket is updated, or any notes are added all notifications will be recorded into the Timeline notes tab.

The Support Group/Assigned To receives the email and Teams notifications once a ticket is updated, or any notes are added all notifications will be recorded into the Timeline notes tab.