Overview

ProblemTracker will automatically send notification email on a problem record change of state, change of assignment, or creation or deletion. You can configure for each type of event who should be notified for both the assignee and the manager.

Additionally, you can assign a manager to each process state. This allows email notification to be sent to an individual that monitors or is responsible for a particular or set of process states.

Email configuration preferences are set on a per product basis, allowing custom behavior for each product under development by an organization. Such customization may be necessary to account for changes in the development process or project management personnel.

State Managers

You can assign a manager to each state. This user will be notified of events at they occur, independent of whether they are currently assigned to the problem record. For example, the manager in charge of QA will probably want notification as problem records are changed to a state named "To Be Tested", and also as it is assigned to individuals while it is in this state. By selecting the QA manager as the manager for this process state, he or she will receive the desired notification. State managers are assigned under the "Define Workflow" option of the ProblemTracker Administrator page.

Add & Delete Options

When an problem record is created or deleted, notification email can be sent to the following individuals:

• Current Owner
  The individual the record is assigned to when it is first created or deleted.
• Current State Manager
  The manager assigned to the process state of the record when it is first created or deleted.

Assignment Change Options

When a change of assignment occurs for a problem record, notification email can be sent to the following individuals:

• Previous Owner
  The individual the record was assigned to before the change of assignment.
• New Owner
  The individual the record is being assigned to.
• Current State Manager
  The manager assigned to the current process state of the record.

State Change Options

When a change of state occurs for a problem record, notification email can be sent to the following individuals:

• Previous State Manager
  The manager assigned to the original process state.
• New State Manager
  The manager assigned to the new process state.