Configuring Notification Rules

 

ManageEngine SupportCenter Plus allows you send notifications to contacts and support reps. The notifications can be of two types: e-mail and SMS. These notification modes can be set across various options of the requests. There may be some default actions that you might want to perform when the state of any item changes. These default configurations can also be defined. To set the notification rules and the message template:

  1. Login to the SupportCenter 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. The resulting page is as below:Notification Rules configuration page
  4. To enable or disable any of the notification rules, select or deselect the check box beside each of the rules.
  5. You can also choose the support rep(s) who need to be notified when a new request is created. For this, click Choose button. The list of support reps is displayed in a pop-up window.
  6. Select the support reps. For multiple selections, press Shift or Ctrl key and then select the support reps.
  7. Click OK. The selected support reps get listed in the text box beside the Choose support rep(s) button.

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

  1. Click Customize Template link available beside the notification for which you wish to modify the content that is being sent. The resulting page is as below:
    Customize Message Template for Notifications
  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.


SupportCenterPlus - Help Desk and Asset Management Software
Copyright © 2005, AdventNet Inc. All Rights Reserved.