Service Manager

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Default Notifications

•Business Rules Notifications

•Incident Notifications

•Change Notifications

•Quick Actions that Send Emails

•Workflows with Notification Blocks that Send Emails

Business Rules Notifications

Business Object	Location
Change#	Notify requester that change is closed.
Change#	Notify requester that change is Implemented.
Change#	Notify requester that change is pending approval.
Change#	Notify requester that change is scheduled.
Change#	Prompt reason and create journal notes when change is canceled.
Change#	Prompt reason and create journal notes when change is deferred.
Change#	Prompt reason and create journal notes when change is denied.
Change#	Send notification to owner when change is requested.
Change#	Send notification when change is implemented.
FRS_ApprovalVoteTracking#	Send cancellation notification to approver.
Incident#	Active notification.
Incident#	For new incident notification.
Incident#	Incident closure notification.
Incident#	Incident priority 1 notification.
Incident#	Incident resolution notification.
Incident#	Owner assigned.
Incident#	Owner team assignment.
Incident#	Priority changed.
Incident#	Response time lapsed.
Incident#	Send survey upon incident closure.
Incident#	Stop escalation clock.
Incident#	VIP notification.
Journal#	Email send email.
PIR#	Notify change coordinator that PIR has failed.
PIR#	Notify change requester that PIR is failed.
Problem#	Active problem resolved status change notification.
Problem#	Identified to active status change notification.
Problem#	Logged to investigation status change notification.
Problem#	New priority 1 notification.
Problem#	New problem notification.
Problem#	Problem resolved third party.
Problem#	Waiting for third party to resolved status change notification.
Problem#	Waiting for resource to resolved status change notification.
ReleaseMilestone#	Active milestone notification.
ReleaseMilestone#	Completed milestone notification.
ServiceReq#	Cancel service request.
ServiceReq#	Send survey upon service request closure.
Task#	Assignment send cancellation notification to assigner.
Task#	Assignment send completed notification to assigner.
Task#	Assignment send assigned notification.
Task#	Assignment send cancel notification.

Incident Notifications

Condition for Notification	Email Sent To ...
Incident changed to active status	Incident owner
New incident is created	Requester (customer) User reporting the incident (reported by)
Incident status changed to closed	Requester (customer)
Incident created, with a priority of 1	Incident owner Incident owner team manager Incident owner team
Incident status changed to resolved	Requester (customer)
Incident owner is assigned	Incident owner
Incident team is assigned	Incident owner team
Incident priority has changed	Requester (customer)
Incident response time has been breached	Incident owner
Survey response upon incident closure	Requester (customer)
Incident requester updated to VIP requester (customer)	Incident owner Incident owner team manager Incident owner team
Incident owner is reassigned	Requester (customer) Incident owner

Change Notifications

Condition for Notification	Email Sent To ...
A logged change is requested	Change Manager
A logged change is cancelled	Change Requester
A requested change is denied	Change Coordinator Change Manager
Change is pending approval	Change Requester Change Approvers
Change is scheduled	Change Requester
Change is implemented	Change Requester
Change is deferred	Change Requester
Change is closed	Change Coordinator Change Requester
Change tasks completed	Change Manager Task owners

Quick Actions that Send Emails

Business Object	Location
CI#	Notification of change baseline.
CI#	Notification to configuration item owner of change baseline.
Employee#	New self user notification.
Employee#	Welcome self registered user.
FRS_ApprovalVoteTracking#	Approval vote tracking notification.
FRS_ApprovalVoteTracking#	Approval vote tracking notification for incident.
FRS_ApprovalVoteTracking#	Knowledge approval vote notification.
FRS_ApprovalVoteTracking#	Send notification for vote.
FRS_ApprovalVoteTracking#	Send notification for vote for release milestone.
FRS_ApprovalVoteTracking#	Send notification to vote for software request.
FRS_ApprovalVoteTracking#	Service request approval notification.
Incident#	Stop clock.
Incident#	"Waiting for customer" reminder.
Incident#	1st escalation notification.
Incident#	2nd escalation notification.
Incident#	3rd escalation notification.
Incident#	Incident assigned notification.
Incident#	Incident closure notification.
Incident#	Incident priority 1 notification.
Incident#	Incident resolved notification.
Incident#	Incident update notification.
Incident#	New incident notification.
Incident#	Problem workaround notification for incident owner.
Incident#	Resolution threshold breach.
Incident#	Response threshold breach.
Journal#	Email resend email.
Problem#	Incident resolved notification.
Problem#	New notification.
ServiceReq#	1st escalation notification email for service request.
ServiceReq#	2nd escalation notification email for service request.
ServiceReq#	3rd escalation notification email for service request.
ServiceReq#	New high urgency service request.
ServiceReq#	New service request assigned to team.
ServiceReq#	New service request received.
ServiceReq#	Resolution threshold breach notification email for service request.
ServiceReq#	Response threshold breach notification email for service request.
ServiceReq#	Service request approval timeout notification.
ServiceReq#	Service request approved notification.
ServiceReq#	Service request denial notification.
ServiceReq#	Service request no approver notification.
ServiceReq#	Service request - software Installation. Computer or installation package is not selected.
ServiceReq#	Waiting threshold breach notification email for service request.
Task#	Assignment accept.
Task#	Assignment complete.
Task#	Assignment reassign.
Task#	Assignment reject.
Task#	Assignment waiting.
Task#	Assignment resolution threshold warning notification email.

Workflows with Notification Blocks that Send Emails

Business Object	Location
Change	Change approval workflow NULL.
FRS_data_dsm_sync_request	HEAT Desktop and Server Management (HEAT DSM) sync request.
FRS_Knowledge.Document	Knowledge approval process for document.
FRS_Knowledge.ErrorMessage	Knowledge approval process for error message.
FRS_Knowledge.IssueResolution	Knowledge approval process for issue resolution.
FRS_Knowledge.Patch	Knowledge approval process for patch.
FRS_Knowledge.QandA	Knowledge approval process for Q and A.
FRS_Knowledge.Reference	Knowledge approval process for reference.
Incident	Approval incident detail workflow.
Incident	Incident survey.
Knowledge	Knowledge approval process.
Release Milestone	Build and test release milestone.
Release Milestone	Deployment milestone.
Release Milestone	Deployment preparation milestone.
Release Milestone	Early life support milestone.
Release Milestone	Release and deployment planning milestone.
Release Milestone	Release review and closure milestone.
Release Milestone	Service testing and pilot milestone.
ScheduleEntry	HEAT DSM computer sync.
ScheduleEntry	HEAT DSM software sync.
ServiceReq	Audio conferencing services.
ServiceReq RequestWorkflowCompletion	Service request workflow completion block.
ServiceReq	Send survey notification.
Task	Assignment send notification team owner, if owner is empty.
Task.DSM_SoftwareActivation	HEAT DSM software activation.
Task.SoftwareInstallation	Software Installation request.