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Version: 1.11.0

Track Service Requests

The Service Request tracking process informs the caller and the assignees about the work progress. Some notifications can include comments left by the requester or the assignee.

In SimpleOne, this process is implemented as notifications sent by email. Notifications delivered "out-of-the-box" are described below:

NotificationDescriptionRecipients
Request is registeredThis notification is sent when a new service request is registered.Caller
Approval is requestedThis notification is sent when approval tickets are sent to the approvers. See the Approvals article to learn more.Caller
Request is approvedThis notification is sent when the service request is approved.
The assigned user receives a notification to start processing the service request.
Caller, Assigned user
Request is assignedThis notification is sent to the service request assignee when a service request is approved and assigned to a responsible person (the state changes to Assigned).Assigned user
Request is assigned to groupThis notification is sent to agents included in the assignment group.
If the group is not specified, the field is populated automatically with the default group defined by the itsm_request.default.assignment_group property.
Assignment group
Assigned user is changedThis notification is sent when reassigning the service request from one user to another.Assigned user
Assignment group is changedThis notification is sent when reassigning the service request from one group to another.Assignment group
Request is in progressThis notification is sent when the service request processing starts (the state changes to In progress).Caller
Request is postponedThis notification is sent when the service request processing has been postponed for a known period (the state changes to Postponed).Caller
Request is resubmittedThis notification is sent when the postponed service request has been taken into processing: the state changes to In progress either automatically (on specified day and time defined in the Resumption of work field) or manually by an agent.Assigned user
Additional information requestedThis notification is sent when additional information has been requested to proceed with this service request (the state changes to Information needed).Caller
Service request task is completedThis notification is sent when a state of a related service request task changes to Completed.Assigned user
Request is completedThis notification is sent after the service request state changes to Completed.Caller
A comment is addedThis notification is sent when a comment is added in the Discussion field.Caller/Assigned user
Urgency is changedThis notification is sent when the caller changes the service request urgency via the portal widget.
  • Assigned user
  • Members of the assignment group if the Assigned user is not stated
Rejected by userThis notification is sent when the service request state is changed by user from Completed to Rejected by user.Assigned user
Multiple rejectsThis notification is sent when a service request has been rejected more than once. Each next rejection initiates the notification.Manager of the Assigned User
Request is closedThis notification is sent when the service request state is changed from Completed to Closed by the caller.Assigned user
Request is closed (automatically)This notification is sent when the service request state is changed from Completed to Closed automatically.Caller

Service Request Tasks

NotificationDescriptionRecipients
A user has been assignedThis notification is sent when the Assigned user field of the service request task is filled in.Assigned user
A group has been assignedThis notification is sent when the Assignment group field of the service request task is filled in.
If both fields Assigned user and Assignment group are filled, the notification is sent only to the assigned user.Assigned group members
tip

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