Ticketing > Notify Policy

Notify Policy defines when the trouble ticketing system sends out email notifications. Multiple independent policies may be set for each group ID. This lets you specify different email lists for different events. For example, you may wish to send email alerts to a group of administrators for ticket creations and note additions, but send email to a different list of administrators for overdue tickets. As a default, no email notifications are sent. You must enter a policy to get email notifications from the trouble ticketing system. To set a policy perform the following steps:

1. Check the box to the left of each notification event you need email notification of

2. Enter a comma separated list of email address in the Email List edit box.

3. Check the box to the left of all group IDs you wish to apply this notification policy to.

4. Click the Update button.

Note: You can NOT send notifications to the email address used to receive tickets (set in Email Reader).

Email List

Comma separated list of valid email addresses to send notification emails to.

Notification Type Checkbox

The list below describes when the trouble ticketing system sends an email notification to all addresses in the email list.

• Ticket Creation - Email sent at time of ticket creation.

• Modify/Add Note - Email sent when any note is added or changed to a ticket.

• Overdue Ticket - Email sent when a ticket passes its due date without being closed.

• Assignee Change - Email sent when a ticket is assigned to a different admin

• Field Change - Email sent when anyone changes any custom field in a ticket.

• Edit Summary - Email sent when anyone changes the summary line for a ticket.

• Due Date Change - Email sent when anyone changes the due date of a ticket.

• Notify Ticket Submitter when note added - Send alert to the email address entered for the ticket submitter, in addition to the email list for all email notification messages.

• Include all public notes in Modify/Add notification - Selecting this option will include all the notes for a ticket when a Modify/Add Note message is sent out.

• Received email alerts always sent to assignee - This option sends an email to the ticket assignee, when ever a new note is created from a received email, even if the assignee is not on the notification email list for this group ID.

• Send auto response to emails creating new tickets - This sends an automated reply message out to the person that send in an email that generated a new ticket. Automated response emails give your users an acknowledgement that there request has been received and processed by the system. Master administrators can specify the canned message sent in reply to these emails.