Track Service Requests
The tracking of service requests 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 service request notifications 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. |
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| 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 |
| Work 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. |
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| 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 reclassified as incident | This notification is sent when a service request is reclassified as an incident. | Caller |
| The caller has canceled the ticket | This notification is sent if the caller or their manager cancel the service request. |
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| The caller has resumed the ticket | This notification is sent if the caller or their manager resume the canceled service request. |
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Track service request 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 service request |
| The task state has changed | This notification is sent when a service request task moves into one of the following states: In Progress, Waiting for Request Authorization, 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 service request |
| 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 service request task is completed. | The user assigned to the service request |