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Version: 1.11.0

Track Incidents

The incident tracking process allows the caller to be informed about the work progress.

In SimpleOne, this process is implemented as Notifications. After creating the incident, you will receive emails to track the process. Notifications delivered “out-of-the-box” are described below:

NotificationDescriptionRecipients
Incident is registeredThis notification is sent when a new incident is registered manually by an agent or reclassified out of a user query.Caller
Incident is assignedThis notification is sent when an incident has been assigned to a responsible group or to a responsible person. The incident state changes to Assigned.Caller
Incident is assignedThis notification is sent to the incident assignee when an incident is assigned to a responsible person.Assigned user
Assignment group changesThis notification is sent when the incident has been assigned to a new group.Assigned group
Assignment group changesThis notification is sent after the assigned group has been changed.Caller
Incident is in progressThis notification is sent when incident processing starts. The incident state changes to In progress.Caller
Incident is postponedThis notification is sent when incident processing has been postponed for a known period. The incident state changes to Postponed.Caller
Additional information requestedThis notification is sent when additional information has been requested to proceed with this incident. The incident state changes to Information needed.Caller
Incident external processingThis notification is sent when the incident processing passes to the 3rd party. The incident state changes to External processing.Caller
Incident task is completedThis notification is sent when a state of a related incident task changes to Completed.User assigned to the Incident
Incident completedThis notification is sent after the incident state changes to Completed.Caller
A comment is addedThis notification is sent when a comment is added in the Dicussion field.Caller
A comment is addedThis notification is sent when a comment is added in the Dicussion field.Assigned user
Urgency is changedThis notification is sent when the caller changes the incident urgency via the portal widget.
  • Assigned user
  • Members of the assignment group if the Assigned user is not stated
Multiple rejectsThis notification is sent in case if the incident has been rejected more than once.Assigned user's manager
Return to work from PostponedThis notification is sent when the postponed period has ended.Assigned user
Client rejected the solutionThis notification is sent when the incident is rejected by the caller.Assigned user
Incident is closedThis notification is sent when the incident is closed by the caller.Assigned user

Incident Tasks

NotificationDescriptionRecipients
An incident task is assigned to a userThis notification is sent when the incident task has been assigned to a user.Assigned user
An Incident task is assigned to a group

This notification is sent when the incident task has been assigned to a group.

If both the Assinged user and Assigned group fields are filled, the notification is sent to the assigned user only.

All the users of the assigned group
tip

To learn how to create new notification rules or modify existing ones, see the Notifications articles.