Alert Type
This drop-down list contains all available types of event that can cause an alert to be raised. These items are:
· Raise Incident.
Is triggered when a user raises a new Incident via the Self Service Portal.
· Update Incident.
Is triggered when a user updates an Incident via the Self Service Portal.
· Incident Attachment Added.
Is triggered when a user adds an attachment to an Incident via the Self Service Portal.
· Raise Quick Incident.
Is triggered when a user raises a new Quick Incident via the Self Service Portal.
· Raise RFC.
Is triggered when a user raises a new RFC via the Self Service Portal.
Options
The various alert options for each type of user event are:
· Alarm Appropriate Specialist
The required Service Desk Specialist will receive a new alarm.
· Alarm Appropriate Group
All Specialists of the required Service Desk Group will receive a new alarm.
· E-mail Appropriate Specialist
The required Service Desk Specialist will receive a new E-mail.
· E-mail Appropriate Group
All Specialists of the required Service Desk Group will receive a new E-mail.
· E-mail Primary Association
The Primary Association of either an Incident or RFC will receive a new
E-mail.
· E-mail All Associations
Each association of either an Incident or RFC will receive a new E-mail.
· E-mail Subject
If an E-mail notification is to be sent, it is possible to customise the E-mail subject line by modifying the text in the box provided.
Note:
In order for E-mail notifications to be received, the SupportDesk E-mail Service must be running and must be set to process outgoing mail. Notification recipients must also have a valid E-mail address configured. If no E-mail address exists; no notification will be sent.