How To: Add a notification to a user upon resolving an incident prior to 7.2.3

Version 10

    Verified Product Versions

    Service Desk 7.7.xService Desk 7.8.xService Desk 2016.xAsset Manager 2016.xAsset Manager 2017.xService Desk 2017.x

    How To:

    From Service Desk 7.2.3 and onward you can use a reminder to send a notification. As reminders are not available in previous versions, this article describes a workaround.


    Step by Step:

    1. Go to process to edit
      • Within service desk console go to designers shortcut then select process designer shortcut.
      • In the process windows select the module Process and click once on + to extend other module.
      • Select Incident management then Incident.
    2. Deactivate the process to edit it
      • You will have to make sure the process you edit is not the default process (if so select an other process and select set as default on action window)
      • Then you need to deactivate the process required by highlighting the process then select deactivate process in action window.
      • The process X will now have a pause symbol on it.
    3. Edit the process
      • Double click the process to edit the action Assignment to open the process.
      • The Assignment action highlighted in red on the picture below as been added in order to generate an e-mail to the incident originator that the incident has been closed with a personalised body in the e-mail using place holder to include value like incident number.
        process editing section.JPG
    4. Go to property of the action Assigned and you should get the window like the picture display below. You can as well double-click on the action.
      (Note that you will have to tick "notify originator" and you also need to select the analyst/role/group)
      add notification.JPG
    5. Now re-activate the process you just edited.


    Now the process will send a notification to the specified user/group/role selected in the assignment action.


    Note that we didn't need to use a reminder, as Assignment can generate messages to be sent by mail, like reminders do.