Track Problems

The tracking of problems and related tasks allows the caller and other users involved in the process to be informed about the work progress.

In SimpleOne, this process is implemented as notifications sent by email.

tip

To learn how to create new notification rules or modify existing ones, refer to Notification Handling.

Standard problem notifications are described below.

Notification	Description	Recipients
A new problem is registered	This notification is sent when a new problem is registered manually by an agent or reclassified out of a user query. The notification contains work notes if they are added on the record form. If the Assigned user or Assignment group field is empty, the notification body does not contain them.	Problem manager Incident manager Service owner
Assignment group is changed	This notification is sent when a new group is assigned to the problem (the Assignment group field is changed and is not empty). The notification contains work notes if they are added on the record form.	Group members Problem manager Service owner
A new problem responsible is assigned	This notification is sent when a new user is assigned to the problem (the Assigned user field is changed and is not empty). The notification contains work notes if they are added on the record form.	Assigned user Problem manager Service owner
The problem is reassigned	This notification is sent when both the Assigned user and the Assignment group are changed.	Assigned user Group members Problem manager Service owner
Work on the problem started	This notification is sent when the problem state changes to In progress. The notification contains work notes if they are added on the record form.	Problem manager Service owner
The problem is postponed	This notification is sent when the problem state changes to Postponed. The notification contains work notes if they are added on the record form. The notification title contains the reason for the postponement.	Problem manager Service owner
The problem becomes a Known Error	This notification is sent when the problem state changes to Known Error.	Problem manager Incident manager Service owner Assigned user
The problem is completed	This notification is sent when the problem state changes to Completed. The notification subject contains the problem closure code. The problem manager receives a separate notification. The caller receives this notification only if they have the itsm_agent role. External users will not receive this notification.	Problem manager Service owner Caller (ITSM-agent)
The problem is closed	This notification is sent when the problem state changes to Closed. The notification contains work notes if they are added on the record form.	Service owner Incident manager
A new comment is added	This notification is sent when a comment is added in the Work notes field. The caller receives this notification only if they have the itsm_agent role. External users will not receive this notification. The notification is not sent to the user that added the work notes.	Assigned user and/or Assignment group members Problem manager Caller (ITSM-agent)

Track problem tasks

info

The notifications described below are not sent to the user who made corresponding changes to a task record.

Notification	Description	Recipients
You have been assigned to the task	This notification is sent to a user upon their assignment to a task.	The user assigned to the task
The group has been assigned to the task	This notification is sent when a task is assigned to a group.	The users from the assigned group. If both the Assigned user and Assignment group are specified, only the assigned user notification will be sent.
The task has been assigned to the user	This notification is sent when a task is assigned to a user.	The user assigned to the problem
The task state has changed	This notification is sent when a problem task moves into one of the following states: In Progress, Completed, or Canceled.	The user assigned to the problem The user assigned to the task The users from the task's Followers list
There is a new comment on the task	This notification is sent when a comment is added to a task's Work notes.	The user assigned to the problem The user assigned to the task The users from the task's Followers list
The user assigned to the task has been changed	This notification is sent when a task's Assigned user changes.	The user assigned to the problem The user previously assigned to the task The user newly assigned to the task The users from the task's Followers list
The group assigned to the task has been changed	This notification is sent when a task's Assignment group changes.	The users from the newly assigned group The users from the task's Followers list
The group has been unassigned from the task	This notification is sent when a group is removed from a task's Assignment group field.	The user assigned to the task
The user has been unassigned from the task	This notification is sent when a user is removed from a task's Assigned user field.	The user assigned to the problem
You have been added to the followers list	This notification is sent when a user is added to a task's Followers list.	The user added to the task's Followers list
You have been removed from the followers list	This notification is sent when a user is removed from a task's Followers list.	The user removed from the Followers list
The task has been completed	This notification is sent when a problem task is completed.	The user assigned to the problem