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:
| Notification | Description | Recipients |
|---|---|---|
| Incident is registered | This notification is sent when a new incident is registered manually by an agent or reclassified out of a user query. | Caller |
| Incident is assigned | This 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 assigned | This notification is sent to the incident assignee when an incident is assigned to a responsible person. | Assigned user |
| Assignment group changes | This notification is sent when the incident has been assigned to a new group. | Assigned group |
| Assignment group changes | This notification is sent after the assigned group has been changed. | Caller |
| Incident is in progress | This notification is sent when incident processing starts. The incident state changes to In progress. | Caller |
| Incident is postponed | This notification is sent when incident processing has been postponed for a known period. The incident state changes to Postponed. | Caller |
| Additional information requested | This notification is sent when additional information has been requested to proceed with this incident. The incident state changes to Information needed. | Caller |
| Incident external processing | This notification is sent when the incident processing passes to the 3rd party. The incident state changes to External processing. | Caller |
| Incident task is completed | This notification is sent when a state of a related incident task changes to Completed. | Assigned user |
| Incident completed | This notification is sent after the incident state changes to Completed. | Caller |
| A comment is added | This notification is sent when a comment is added in the Discussion field. | Caller |
| A comment is added | This notification is sent when a comment is added in the Discussion field. | Assigned user |
| Urgency is changed | This notification is sent when the caller changes the incident urgency via the portal widget. |
|
| Multiple rejects | This notification is sent if the incident has been rejected more than once. | Assigned user's manager |
| Return to work from Postponed | This notification is sent when the postponed period has ended. | Assigned user |
| Client rejected the solution | This notification is sent when the incident is rejected by the caller. | Assigned user |
| Incident is closed | This notification is sent when the incident is closed by the caller. | Assigned user |
Incident Tasks
| Notification | Description | Recipients |
|---|---|---|
| An incident task is assigned to a user | This 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.