Configuring Notification Rules


    ManageEngine ServiceDesk Plus-MSP 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.

    To set the notification rules and the message template,

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

    2. Click the Admin tab in the header pane.

    3. In the Account Details block, click Notification Rules.

    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 notification rules for specific 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.  

      • Click Choose button.

      • Select the technicians from the list of technicians is displayed in a pop-up window.

      • For multiple selections, press Shift or Ctrl key and then select the technicians.

      • Click OK.

      • The selected technicians get listed in the text box beside the Choose technician(s) button.

    8. Click Save.

    9. Requester Notification rules can be configured for each account . You can do this by selecting an account from the account combo box, select the relevant check boxes and click Save. Alternatively, you can also use the Assign To Account link to assign a notification to one or more accounts.



    While saving the notifications settings, if "All Accounts" is selected in the account combo box the selected Requester Notifications settings will be applied for all the accounts.


    Customizing 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 on 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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