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.
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,
Login to the ServiceDesk
Plus application using the user name and password of an admin user.
Click the Admin
tab in the header pane.
In the Helpdesk
block, click the Notification Rules icon under Helpdesk
By default, all notifications
are sent in Rich text format. Clicking on Plain
text formatting button will switch all the notifications in Plain
Click on the appropriate
tabs to configure for request, problem, change ,solution, tasks, projects and mobile push notification modules.
To enable or disable
any of the notification rules, select or de-select the check box beside
each of the rules.
To receive push notifications in the IOS Application installed in your device, configure the mobile push notification module accordingly.
[Note: If proxy servers are used in the organization ,then make sure that the proxy settings are configured. To configure the proxy settings,click here].
For certain notifications
you need to select the technicians who need to be notified when a new
request is created.
Customize the Message Template
You can customize the message template for each of the notifications.
Template link beside the notification for which you wish to modify
the content that is being sent.
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.
When a new request is created by the requester, an acknowledgement mail will be sent to the requester with top 3 announcements and solutions related to that request.
To configure the message to be sent in the acknowledgement mail, click Request tab under Notification Rules.
In the Requester Notifications, select the check box to Acknowledge requester by e-mail when a new request is received. The message to be sent can be entered by clicking Customize template.
On clicking Customize Template,the Message field appears. Choose Auto Suggest from the list of content variables available.
On hovering over the Auto Suggest field,the default text displayed in place of $AutoSuggest will be displayed .
To edit the message ,click on the edit icon present next to Auto Suggest .The following dialogue box appears. Enter the required text and click Save .
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,
Edit Criteria link.
Define a rule by select the criteria and condition
from the drop down combo list.
Enter the value in the field provided. Click Save.
Click Add to
You can either match all of the following (AND)
or match any of the following (OR) criteria. Select an appropriate radio
You can also edit or delete the criteria on clicking the appropriate