Notification Rules

 

ManageEngine ServiceDesk Plus allows you to send notifications to requesters and technicians through notification rules. The notifications can be of two types: email and SMS. These notification modes can be set across various modules of the application, such as requests, problem, change and solution. Any default actions that you might want to perform when the state of any item changes can also be defined.
 

Note

For all modules, notification will not be sent to the logged in technician.

Say, for notification like, "Alert Technician by Email when a request is assigned.", if a technician picks up a request then a notification will not be sent to the technician.

Similarly, for notifications like "Alert the following technicians by email when a new request is created", notification will not be sent to the logged in technician if he is included in the notify list.  


Further you can also customize the email template of the notification and prevent unwanted acknowledgements or notifications being sent to requesters/technicians through Junk Mail notification.

 

To set the notification rules and the message template,

  1. Login to the ServiceDesk Plus application using the user name and password of an admin user.

  2. Click the Admin tab in the header pane.

  3. In the Helpdesk block, click the Notification Rules iconNotification Rules Icon under Helpdesk block.

  4. By default, all notifications are sent in Rich text format. Clicking on Plain text formatting button will switch all the notifications in Plain text format.

  5. Click on the appropriate tabs to configure for request, problem, change and solution modules. 

  6. To enable or disable any of the notification rules, select or de-select the check box beside each of the rules.

  7. For certain notifications you need to select the technicians who need to be notified when a new request is created.  

  8. Click Save.

 

Customize the Message Template

You can customize the message template for each of the notifications.

  1. Click Customize Template link beside the notification for which you wish to modify the content that is being sent.

  2. You can change the subject and the message content by typing the text of your choice and also adding other variables that you wish to display as a part of the subject or message content. To add more variables, just click the corresponding variable from the list box beside the respective field.

 

Junk Mail Notification

Junk Notification Filters prevents unwanted acknowledgements or notifications being sent to requesters / technicians when an information mail reaches the help desk. These mails are not requests and do not require any action to be taken.

Say, acknowledgement email like Out of Office replies, notifications that bounce back when the mail destination is not reachable (because of a wrong mail address) can be stopped from being acknowledged or notified. 

 

To define a Junk Mail Notification,

  1. Click Edit Criteria link.

  2. Define a rule by select the criteria and condition from the drop down combo list.

  3. Click Choose.

  4. Enter the value in the field provided. Click Save.

  5. Click Add to Rule.

  6. You can either match all of the following (AND) or match any of the following (OR) criteria. Select an appropriate radio button.

  7. Click Save.

You can also edit or delete the criteria on clicking the appropriate icon.

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