Baseline email notifications

The baseline system provides several email notifications.

Some events listed in this table do not appear in a business rule and are fired by other conditions in the platform. Some events are hardcoded and are not user configurable.
Table 1. Baseline email notification descriptions
Email notification Description Triggering event Business Rule Controlling Event
Appointment Invite

Type: Meeting Invitation

Adds a meeting invitation to the recipient’s calendar by sending an iCalendar formatted email

itil_appointment.inserted Global business rule
Appointment Update

Type: Meeting Invitation

Updates an existing meeting in the recipient’s calendar by sending an iCalendar formatted email

itil_appointment.updated Global business rule
Approval Rejected

Type: EMAIL

An approval has been rejected – includes the approver’s name.

approval.rejected approver events
Approval Rejected by Other

Type: EMAIL

An approval has been rejected – includes the approver’s name.

approval.rejected.by.other approval events
Approval Request

Type: EMAIL

Sends an email for the recipient to reply with an approval decision. In the approval email, the recipient selects a link that builds the appropriate reply email.

approval.inserted approver changes
Catalog Approval Rejected

Type: EMAIL

A catalog request has been rejected – includes the approver’s name.

request.approval.rejected approval events
Catalog Approval Request

Type: EMAIL

A catalog request for which you were an approver has been cancelled.

request.approval.cancelled approver changes
Catalog Approval Request

Type: EMAIL

A catalog request for which you are an approver has been made.

request.approval.inserted approval events
Certificate Expired

Type: EMAIL

Notification that the X.509 certificate has expired.

certificate.expired certificate events
Certificate Expiring

Type: EMAIL

Notification that the X.509 certificate is expiring in N days.

certificate.expiring certificate events
Change approved

Type: EMAIL

A change request has been approved.

change.approved Change events and task events
Change assigned to me

Type: EMAIL

A change request has been assigned to you.

change.assigned Change events
Change assigned to my group

Type: EMAIL

A change request has been assigned to your group.

change.assigned.to.group Change events
Change commented (to assignee)

Type: EMAIL

A comment has been added to a change request. The person assigned to the change request receives an email notification.

change.commented Change events
Change commented (unassigned)

Type: EMAIL

A comment has been added to a change request. The assignment group assigned to the change request receives an email notification.

change.commented Change events
Change Notification

Type: EMAIL

Notification of a change in the fields label in a form.

label.notify
Change rejected

Type: EMAIL

A change request has been rejected.

change.rejected Change events and task events
Change Task worknoted (unassigned)

Type: EMAIL

A work note has been added to a change task. The assignment group assigned to the change task receives an email notification.

change_task.worknoted Change task events
Change Task worknoted (to assignee)

Type: EMAIL

A work note has been added to a change task. The person assigned to the change task receives an email notification.

change_task.worknoted Change task events
Change Task assigned to my group

Type: EMAIL

A change task has been assigned to your group.

change_task.assigned.to.group Change task events
Change Task assigned to me

Type: EMAIL

A change task has been assigned to you.

change_task.assigned Change task events
Change worknoted (to assignee)

Type: EMAIL

A work note has been added to a change request. The person assigned to the change request receives an email notification.

change.worknoted Change events
Change worknoted (unassigned)

Type: EMAIL

A work note has been added to a change request. The assignment group assigned to the change request receives an email notification.

change.worknoted Change events
Email assigned to

Type: EMAIL

An incident has been assigned to you (the recipient of the email).

incident.assigned incident.events
Email assigned to (sc_task)

Type: EMAIL

A task has been assigned to you (the recipient of the email).

Note: This email notification was used for the legacy Delivery Plan system of email notifications. In order to use this email notification with a workflow, the work_start field needs to be set by the workflow using a Set Value activity.
sc_task.assigned.to.user sc_task_events
Email assigned To Group

Type: EMAIL

An incident has been assigned to an assignment group of which you are a member (the recipient of the email).

incident.assigned.to.group incident events
Email assigned to group (sc_task)

Type: EMAIL

A Service Catalog task has been assigned to an assignment group of which you are a member (the recipient of the email).

sc_task.assigned.to.group sc_task_events
Incident Closed

Type: EMAIL

An incident opened by you (the recipient of the email), has been closed.

incident.updated incident events
Incident Commented

Type: EMAIL

An incident opened by you (the recipient of the email) has had comments added. This notification uses a template for an employee self-service (ESS) user.

incident.commented incident events
Incident Commented

Type: EMAIL

An incident assigned to you (the recipient of the email) has had comments added. This notification uses a template for an ITIL user.

incident.commented incident events
Incident Opened

Type: EMAIL

An incident has been opened for you (the recipient of the email) by someone else. This notification uses a template for an employee self-service (ESS) user.

incident.inserted incident events
Incident Opened & Unassigned

Type: EMAIL

An incident has been opened and is unassigned. This notification uses a template for an ITIL user.

incident.inserted incident events
Incident Resolved

Type: EMAIL

An incident opened by you has been resolved, and feedback is required to determine if the incident should be closed.

incident.updated incident events
Knowledge Closed Created

Type: EMAIL

A contributor’s submission to the Knowledge Base was accepted and an article was created.

kb.submission.closed_created KB event
Knowledge Closed Duplicate

Type: EMAIL

A contributor’s submission to the Knowledge Base was determined to be a duplicate, and no article was created.

kb.submission.closed_duplicate KB event
Knowledge Closed Invalid

Type: EMAIL

A contributor’s submission to the Knowledge Base was determined to be invalid (unusable).

kb.submission.closed_invalid KB event
Notify Change Calendar

Type: Meeting Invitation

Notifies the recipients of the schedule for a change request and exports the schedule to the Microsoft Outlook calendar. The email is in the format of iCalendar formatted email.

change.calendar.notify change events
Notify Change Calendar Remove

Type: Meeting Invitation

Notifies the recipients that a scheduled change has been closed or assigned to someone else and removes the entry from the Microsoft Outlook calendar. The email is in the format of iCalendar formatted email.

change.calendar.notify.remove change events
Problem Task assigned to me

Type: EMAIL

A problem task has been assigned to you.

problem_task.assigned Problem task events
Problem Task assigned to my group

Type: EMAIL

A problem task has been assigned to your group.

problem_task.assigned.to.group Problem task events
Problem Task worknoted (to assignee)

Type: EMAIL

A work note has been added to a problem task. The person assigned to the problem task receives an email notification.

problem_task.worknoted Problem task events
Problem Task worknoted (unassigned)

Type: EMAIL

A work note has been added to a problem task. The assignment group assigned to the problem task receives an email notification.

problem_task.worknoted Problem task events
Problem worknoted (to assignee)

Type: EMAIL

A work note has been added to a problem. The person assigned to the problem receives an email notification.

problem.worknoted Problem events
Problem worknoted (unassigned)

Type: EMAIL

A work note has been added to a problem. The assignment group assigned to the problem receives an email notification.

problem.worknoted Problem events
Reminder Insert

Type: Meeting Invitation

Creates a calendar reminder regarding an open task. The email is in the format of iCalendar formatted email.

reminder.notify
Reminder Insert

Type: Meeting Invitation

A task has been closed or deleted. This notification removes the task reminder from Outlook. The email is in the format of iCalendar formatted email.

reminder.notify.delete
Reminder Insert Email

Type: EMAIL

Sends the recipient a reminder email about a specific task.

reminder.notify.email
Request Approved

Type: EMAIL

A Service Catalog request, opened by the recipient, has been approved.

sc_request.approved sc_request events
Request Assigned

Type: EMAIL

A Service Catalog request has been assigned to the recipient.

sc_request.assigned sc_request events
Request Completed

Type: EMAIL

A Service Catalog request, opened by the recipient, has been completed.

sc_request.updated sc_request events
Request Item Assigned

Type: EMAIL

An item requested from the Service Catalog has been assigned to you.

sc_req_item.assigned sc_request events
Request Item Delivery

Type: EMAIL

An item requested from the Service Catalog by the recipient is being delivered.

sc_req_item.delivery sc_request events
Request Opened on Behalf

Type: EMAIL

A Service Catalog request has been opened on behalf of the recipient.

sc_request.requested_for sc_request events
Reset Password

Type: EMAIL

The recipient’s password has been reset as requested.

reset.password
Scheduled Import Completed

Type: EMAIL

A scheduled import set has completed.

scheduled_import_set.completed
System Upgraded

Type: EMAIL

The recipient’s system has been upgraded.

system.upgraded
Task approved

Type: EMAIL

An ITIL task has been approved.

task.approved Change events and task events
Text Index Completed

Type: EMAIL

A scheduled system index has completed.

text_index.complete
Unscheduled Change

Type: EMAIL

A named configuration item has changed, and no active change request exists.

cmdb.unscheduled.change