Overview

The following section discusses the features and operations that can trigger email notification messages to be sent from ProblemTracker.

The Alerts feature can send email notification messages at a designated date and time to remind a user or group about a record or to notify a user or group that a record's status has not changed within a specific period of time. Information on configuring the Alerts feature to send email notification messages can be found in the Alerts section of this Help guide.

The Discussion feature can send email notification messages to invite a user or group to participate in a discussion for a record or can notify a user or group about a new post to a discussion thread. Information on configuring the Discussion feature to send email notification messages can be found in the Discussion section of this Help guide.

ProblemTracker can be configured to automatically send email notification messages when the following actions are performed on a record:

• Add
  
• Edit
  
• Delete
  
• Task
  
• Change of Status
  
• Change of Assignment

Any combination of users and groups can be selected to be notified for each operation mentioned above.

Email notification preferences can be set on a per product basis, allowing custom rules to be used for each product in the workgroup. Such customization may be necessary to account for changes in the workflow process or the users participating in the process.

Add Options

When a record is created, a notification email can be sent to any of the following individuals and / or groups:

Assignee
The individual who is currently assigned to the record

Reporter
The individual who reported the record

State Manager
The manager assigned to the workflow state of the record when it is added

User Group
The user groups configured within the workgroup will be listed. You can select any user group(s) to receive notification when a record is added

Edit Options

When a record is edited, a notification email can be sent to any of the following individuals and / or groups:

Assignee
The individual who is currently assigned to the record

Assignee (new)
The individual selected in the Assigned To field (if the Assignee is changed during the Edit operation)

Assignee (previous)
The individual who was the previously assigned to the record (if the Assigned To field is changed during the Edit operation)

Reporter
The individual who reported the record

State Manager
The manager assigned to the workflow state of the record when it is edited

State Manager (new)
The manager assigned to the new workflow state of the record (if the Status field is changed during the Edit operation)

State Manager (previous)
The manager assigned to the previous workflow state of the record (if the Status field is changed during the Edit operation)

User Group
The user groups configured in the workgroup will be listed. You can select any user group(s) to receive notification when a record is edited.

Delete Options

When a problem record is deleted, a notification email can be sent to any of the following individuals and / or groups:

Assignee
The individual who is currently assigned to the record

Reporter
The individual who reported the record

State Manager
The manager assigned to the workflow state of the record when it is deleted

User Group
The user groups configured in the workgroup will be listed. You can select any user group(s) to receive notification when a record is deleted.

Task Options

When the Task operation is performed on a record, a notification email can be sent to any of the following individuals and / or groups:

Assignee
The individual who is currently assigned to the record

Assignee (new)
The individual assigned to the record (if the Assigned To field is changed during the Task operation)

Assignee (previous)
The individual who was previously assigned to the record (if the Assigned To field is changed during the Task operation)

Reporter
The individual who reported the record

State Manager
The manager assigned to the workflow state of the record when the Task operation is performed

State Manager (new)
The manager assigned to the new workflow state of the record (if the Status field is changed during the Task operation)

State Manager (previous)
The manager assigned to the previous workflow state of the record (if the Status field is changed during the Task operation)

User Group
The user groups configured in the workgroup will be listed. You can select any user group(s) to receive notification when the Task operation is performed on a record.

Assignment Change Options

When a change of assignment occurs for a record, notification email can be sent to the following individuals and / or groups:

Assignee (new)
The individual the record is being assigned to

Assignee (previous)
The individual the record was assigned to before the change of assignment

Reporter
The individual who reported the record

State Manager
The manager assigned to the current workflow state of the record

User Group
The user groups configured in the workgroup will be listed. You can select any user group(s) to receive notification when a record is re-assigned.

Status Change Options

When a change of state occurs for a record, a notification email can be sent to the following individuals and / or groups:

Assignee
The individual who is currently assigned to the record

Reporter
The individual who reported the record

State Manager (new)
The manager assigned to the new workflow state

State Manager (previous)
The manager assigned to the original workflow state

User Group
The user groups configured in the workgroup will be listed. You can select any user group(s) to receive notification when a record's Status has changed.

You can establish notification rules based on changes to particular states. Examples of notification rules that can be used simultaneously for changes to particular states:

• When the Status of a record is changed to the Closed state, the Reporter, the previous State Manager, and the new State Manager are notified.
• When the Status of a record is changed to Fixed, the Reporter, the new State Manager, and the Managers user group are notified.

Please note that these are just examples of the many combinations that are possible to establish notification rules for a change in state.

Please review the Setting Notification Preferences section for details on configuring default and per-product email preferences.