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:
| Notification | Description | Recipients |
|---|---|---|
| Request is registered | This notification is sent when a new service request is registered. | Caller |
| Approval is requested | This notification is sent when approval tickets are sent to the approvers. See the Approvals article to learn more. | Caller |
| Request is approved | This 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 assigned | This 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 group | This 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 changed | This notification is sent when reassigning the service request from one user to another. | Assigned user |
| Assignment group is changed | This notification is sent when reassigning the service request from one group to another. | Assignment group |
| Request is in progress | This notification is sent when the service request processing starts (the state changes to In progress). | Caller |
| Request is postponed | This notification is sent when the service request processing has been postponed for a known period (the state changes to Postponed). | Caller |
| Request is resubmitted | This 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 requested | This 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 completed | This notification is sent when a state of a related service request task changes to Completed. | Assigned user |
| Request is completed | This notification is sent after the service request state changes to Completed. | Caller |
| A comment is added | This notification is sent when a comment is added in the Discussion field. | Caller/Assigned user |
| Urgency is changed | This notification is sent when the caller changes the service request urgency via the portal widget. |
|
| Rejected by user | This notification is sent when the service request state is changed by user from Completed to Rejected by user. | Assigned user |
| Multiple rejects | This 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 closed | This 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
| Notification | Description | Recipients |
|---|---|---|
| A user has been assigned | This notification is sent when the Assigned user field of the service request task is filled in. | Assigned user |
| A group has been assigned | This 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.