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Notifications in Remedy 7

In our HelpSU application (Remedy Service Desk 7.01), there are numerous notification templates that trigger under specific circumstances: to alert a support group of a new request in their queue, to alert a support staff that a particular request has been assigned to them; to a customer, that their request has been resolved.

The following table describes the notifications in place at the current time (January 2008).

Incident notifications

Title/Description Notification Is Triggered By… Notification goes to… Email Message
Group Assignment Assignment of a new request to a group All members of the group View Message
Individual Assignment Assignment of a new request to an individual The assigned individual View Message
Incident Request Resolution A request being marked “Resolved” Contact name, advising them request is “Resolved” View Message

Task notifications

Title/Description Notification Is Triggered By… Notification goes to… Email Message
Group Task Assignment Assignment of a new task to a support group All members of the group View Message
Individual Task Assignment Assignment of a new Task to a support staff member The assigned individual View Message
Task Status Change Every time the status of a Task has been changed To the assigned individual of the parent incident, or the assigned group if the parent Incident has not yet been assigned to an individual View Message

Problem notifications

Title/Description Notification Is Triggered By… Notification goes to… Email Message
Problem Investigation Group Notification Assignment of a new Problem Investigation to a group All members of the group View Message
Problem Investigation Individual Notification Assignment of a new Problem Investigation to an individual The assigned individual View Message
Last modified March 23, 2010