Configure incident notifications

gianluca5 · ‎09-11-2020

Hello, everyone,
I'm doing the ITSM simulator. Can someone help me with this task? Can you give me the list of actions to complete the task? Thank you!

As a user, I want to be notified when an incident is created for me. Users should not be able to unsubscribe from the notification.

1. Set the notification "Incident opened for me" to be mandatory. (Note: 'The mandatory' field may need adding to the form). A user should get a notification even if they created an incident for themselves.

2. Update the "incident_has_been_opened" mail script so that the message contains the "Opened by" user information.

Alberto Consonn · ‎09-11-2020

Hi Gianluca,

navigate to System Notifications > Email > Notifications and open the record Incident opened for me

Then, right click on the Header form and select Configure > Form Layout and add the field Mandatory in the selected area:

Then, check the flag Mandatory in the form and press Update:

If I have answered your question, please mark my response as correct and/or helpful.

Thank you very much

Cheers
Alberto

View solution in original post

lpakgerner · ‎01-10-2024

I think this might have changed from previous releases.

JC Presley · ‎11-02-2020

Part 2:

In the same record Incident opened for me

Go to: What it will contain tab

then add this line:

${mail_script:incident_opened_by}

That should do it!

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If I have answered your question, please mark my response as correct and/or helpful.

Thank you!