WIKI: How to check 'Alerts and Notifications' in Service Desk ?

1

Important Notes:

Alerts and Notices are automated email notifications sent to service desk technicians when various ticket events are triggered.

To set Admin Email address,please go through below steps,

  • Go to "Admin Panel"> "Settings" > "Emails" . You can see all options related to service desk email communication.
  • Enter administrator email address in "Admin's Email Address:" option.
  • Click 'Save Changes' in the bottom to apply changes.

To set Department manager, please go through below steps,

  • Go to "Admin Panel"> "Staff" > "Departments" . You can see all available departments.
  • Click Department which requires update
  • In "Manager" option, select technician from staff from drop down list
  • Click 'Save Changes' button in the bottom to apply changes.
2

To set Organization Account Manager, please go through below steps,

  • Go to "Staff Panel"> "Users">"Organization" .You can see all existing organization.
  • Click an Organiazation to set Account Manager
  • Click Organization name. Window dialog box containing "Fields" and "Settings" tab will be opened.
  • Click "Settings" tab.
  • In "Account Manager" option, select technician from staff from drop down list
  • Click 'Update Organization' button in the bottom to apply changes.
3

Check ‘Alerts and Notifications settings’ as below,

Step [1] Go to “Service Desk”>“Admin Panel”>“Settings”>“Alerts and Notices” tab. You can see all settings related to alert and notices.

Step [2] Click ‘Reset Changes’ button in the bottom to restore default settings and options.

Step [3] Administrator can modify settings as explained below,

  • New Ticket Alert - Alert sent out to technicians when a new ticket is created.
    • Status - Select option as mentioned below,
      • Enable - If selected , 'New Ticket Alert' becomes active.
      • Disable -If selected, 'New Ticket Alert' becomes inactive.
    • Admin Email -If selected notification email will be sent to admin email address.
    • Department Manager- If selected notification email will be sent to department manager email address.
    • Department Members - If selected notification email will be sent to all members in the department.
    • Organization Account Manager - If selected notification email will be sent to organization account manager
  • New Message Alert - Alert Email sent out to Technician when a new message from the User is appended to an existing ticket.
    • Status - Select option as mentioned below,
      • Enable - If selected , 'New Message Alert' becomes active.
      • Disable -If selected, 'New Message Alert' becomes inactive.
    • Last respondent - If selected alert will be sent to recently responded person in the ticket.
    • Assigned staff - If selected alert will be sent to technician to whom ticket assigned.
    • Department Manager -If selected alert will be sent to department manager email address.
    • Organization Account Manager -If selected alert will be sent to Organization Account Manager email address.
  • New Internal Note Alert - Alert sent out to technicians when a new Internal Note is appended to a ticket.
    • Status - Select option as mentioned below,
      • Enable - If selected , 'New Internal Note Alert' becomes active.
      • Disable -If selected, 'New Internal Note Alert' becomes inactive.
    • Last Respondent -If selected alert will be sent to recently responded person in the ticket.
    • Assigned Staff/Team -If selected alert will be sent to technician to whom ticket assigned.
    • Department Manager -If selected alert will be sent to department manager email address.
  • Ticket Assignment Alert - Alert sent out to technicians on ticket assignment.
    • Status - Select option as mentioned below,
      • Enable - If selected , 'Ticket Assignment Alert' becomes active.
      • Disable -If selected, 'Ticket Assignment Alert' becomes inactive.
    • Assigned staff -If selected alert will be sent to technician to whom ticket assigned.
  • Ticket Transfer Alert - Alert sent out to technicians on ticket transfer between Departments.
    • Status - Select option as mentioned below,
      • Enable - If selected , 'Ticket Transfer Alert' becomes active.
      • Disable -If selected, 'Ticket Transfer Alert' becomes inactive.
    • Assigned staff/Team -If selected alert will be sent to technician to whom ticket assigned.
    • Department Manager -If selected alert will be sent to department manager email address.
    • Department Members-If selected notification email will be sent to all members in the department.
  • System Alerts - Significant system events that are sent out to the Admin email addres. Depending on the configured Log Level, the events are also made available in the System Logs
    • System Errors - Service desk logs sent out to admin email address. Note: This option selected by default and cannot be modified.
    • SQL errors - If selected, SQL errors notification will be sent to admin email address.
    • Excessive failed login attempts -if selected, alert will be sent to admin email address when staff failed to login Service desk within specified attempts.

Step [4] Click ‘Save Changes’ button in the bottom to save the changes.