ServiceDesk Plus

    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.


    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 ,solution, tasks, projects and mobile push notification modules. 

    6. 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].

    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.


    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.

    3. 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,

    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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