Notification Rules can be set for request, solution, contract and activities modules. You can configure to send notification and alerts to account managers, contacts and support reps on various instances such as, notify contacts when requests are closed, alert support reps when a request is assigned to them, notify all support reps when a solution is approved and so on.
In addition, 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 under Notification Rules.
You can customize the message template which will be sent for various events such as, replying to a request, escalation of SLA, notifying support reps, task and event reminder notification, announcements and so on. You can also customize the message template for each of the notifications.
To customize the template,
Self-Service Login Notification
The purpose of 'Send Self-Service login details' option under Request -> Contact Notification, is to send the SupportCenter Plus login details to the customer via e-mail. You can also customize the message content from a wide range of variables including the additional fields configured for accounts and contacts.
If multi tenancy is enabled through Business Units, then the Business Unit additional fields for accounts and contacts are also listed amongst the other variables. Selecting a variable, lists it in the message text field along with the field type. So when a new contact is added in SupportCenter Plus, the message and the variable customized in the template is sent to the contact via email.