View incident notifications

You can view the incident notifications that are sent during specific events in an incident life cycle. These notifications are sent to various recipients including ESS and ITIL users.

Before you begin

Role required: admin

Procedure

  1. Navigate to System Notification > Email > Notifications.
  2. Filter the list of notifications by [Name] [starts with] [incident].
  3. View the following list of default notifications for incidents.
    Note: To receive these notifications, the end user must have notifications enabled. For more information, see Select notifications.
    Incident notification name Description Conditions of notification
    Incident commented for ITIL Send notification to the ITIL user only each time the incident is commented upon. Enter a comment in the incident form and save.
    Incident Opened and Unassigned Send notification when an incident is opened but not assigned to any user.
    1. Subscribe a user to receive Incident Opened and Unassigned notifications.
    2. Create an incident without assigning it.
    Incident Closed Send notification to the caller when the incident is closed. Change the incident state to closed. Provide closed notes and close code.
    Incident inactive Send notification to the user the incident is assigned to and the assignment group when the incident becomes inactive.
    Note: This notification is inactive by default.
    1. Set the notification to active=true.
    2. Create an incident that matches the conditions in the SLA Inactivity monitor.
    3. Ensure that no activity is performed on the incident and the conditions do not change for the duration specified in the SLA Inactivity monitor.
    Incident Resolved Send notification to the caller when the incident is marked as resolved. Create an incident and change the incident state to resolved.
    Incident assigned to my group Send notification when the incident is assigned to the user group.
    1. Specify the Assignment group[assignment_group] in the incident.
    2. Leave the Assigned to [assigned_to] blank.
    Incident assigned to me Send notification when the incident is assigned to the user. Specify the Assigned to [assigned_to] details.
    Incident Escalated Send notification to appropriate users each time the incident is escalated to a value greater than the previous one.
    1. Subscribe a user to receive Incident Escalated notifications.
    2. Create an incident.
    3. Update the Escalation[incident.escalation] field to a value greater than the previous value.
    Incident commented Send notification each time the incident is commented upon to the notification subscriber only.
    1. Subscribe a user to receive Incident Commented notifications.
    2. Enter a comment in the incident form and save.
    Incident opened for me Send notification when the incident is opened on behalf of the user.
    1. Create an incident.
    2. Change caller id.
    Incident commented for ESS Send notification each time the incident is commented upon to the self-service user only. Enter a comment in the incident form and save.
  4. Click the notification name to view the details of the incident.