Service Management Help

Loading

You can configure and modify the SR E-mail Notifications. Based on the configuration, if a user who belongs to a configured Location,Customer, and Subcustomer logs an SR with the configured Status and Priority, the configured other personals and User Type user are notified.

To configure SR E-mail Notifications:

Select Request>Configuration>Others>E-mail Notification.
On the E-MAIL NOTIFICATION page, click ADD NEW on the ACTIONS panel.
Select the Tenant, Workgroup, Location, Customer, Subcustomer and other required details. For more information about the fields on the E-MAIL NOTIFICATION page see, Field Description.
Click SUBMIT. A new E-mail Notification is configured.

Figure: E-MAIL NOTIFICATION page

Field Description

The following table describes the fields on the E-MAIL NOTIFICATION page:

Fields	Description
DETAILS
Workgroup	Select the Workgroup from the list. An e-mail notification is sent to all the configured recipients if the any members of the selected workgroup logs an SR.
Location	Select the Location from the list. An e-mail notification is sent to all the configured recipients if the any members of the selected location logs an SR.
Customer	Select the customer from the list. An e-mail notification is sent to all the configured recipients if the any members of the selected customer logs an SR.
Include Subcustomer	If this check box is selected, the configured recipients are notified when a user who belongs to the respective subcustomer logs an SR.
Active	Indicates the status set for the E-mail configuration. If selected, the e-mail notification configuration becomes active. If not selected, the e-mail notification configuration becomes inactive.
Active	If selected the respective set of configuration for Priority, Status, User Type and other E-mail id become active. If not selected the respective set of configuration becomes inactive.
Status	Select a required status. If this status meets with the status of the newly created SR, an e-mail notification is sent to the specified recipients.
Priority	Select a required priority. If this priority meets with priority of the newly created SR, an e-mail notification is sent to the specified recipients.
User Type	Select the check box to send the e-mail notification about the SR update to specific User Types. If the selected user type logs an SR, then the selected User Type along with the recipients specified under Other E-mail ID field gets notified through e-mail. Note: In order to display the User Type under this column, it needs to be configured on the USER TYPE page. To know more about configuring user type, see Configuring User Types.
Other E-mail ID	Specify the e-mail ids of the other personals. The incident update e-mail notification is sent to the other personnel's e-mail id configured here.

ACTIONS

This section explains all the icons displayed on the ACTIONS panel of the E-MAIL NOTIFICATION page.

SHOW LIST

Click SHOW LIST to display the LIST table showing all the E-mail Notifications configured in the SummitAI application for the selected Tenant.

E-MAIL NOTIFICATION page: List of E-mail Notifications
Figure: E-MAIL NOTIFICATION page: List of E-mail Notifications

To edit an E-mail Notification, click the Workgroup Name. Make appropriate changes and click SUBMIT.
To display the inactive E-mail Notifications, click the Include Inactive check box.

Note:

When the configured E-mail Notifications are displayed under the LIST table, the button ADD NEW and IMPORT are displayed on the ACTIONS panel.

Click ADD NEW to configure a new E-mail Notification.
Click IMPORT to update or create multiple Checklists, importing the Master Excel template. Upon clicking IMPORT, you will be redirected to the MASTERS IMPORT page, where you can download the excel template and fill the required data to update in the E-MAIL NOTIFICATION page. For more information, see Importing Master Template in SummitAI Platform.

Loading