Track Incidents
The tracking of incidents 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. After creating the incident, you will receive emails to track the process.
tip
To learn how to create new notification rules or modify existing ones, refer to Notification Handing.
Standard incident notifications 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 |
| Resumption of work date has changed | This notification is sent when a postponed incident's Resumption of work field value changes. | 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 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. |
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| Multiple rejects | This notification is sent if the incident has been rejected more than once. | Assigned user's manager |
| Attention required | This notification is sent to line manager to inform them that a user or group has been assigned to the incident. | Line manager of the assigned user or group |
| Return to work from Postponed | This notification is sent when the postponed period has ended. | Assigned user |
| Work completed | This notification is sent when an incident moves to the Completed state | Caller |
| 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 reclassified as service request | This notification is sent when an incident is reclassified as a service request. | Caller |
| The caller has canceled the ticket | This notification is sent if the caller or their manager cancel the incident. |
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| The caller has resumed the ticket | This notification is sent if the caller or their manager resume the canceled incident. |
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Track incident 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 incident |
| The task state has changed | This notification is sent when an incident task moves into one of the following states: In Progress, Completed, or Canceled. |
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| There is a new comment on the task | This notification is sent when a comment is added to a task's Work notes. |
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| The user assigned to the task has been changed | This notification is sent when a task's Assigned user changes. |
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| The group assigned to the task has been changed | This notification is sent when a task's Assignment group changes. |
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| 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 incident |
| 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 an incident task is completed. | The user assigned to the incident |