Configuring Incident E-mail Notifications

Owned by Aravind Naik (Unlicensed)
Last updated: Apr 22, 2024 by Shilpa K (Deactivated)Version comment

SummitAI Service Management Help

Incident Management

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

To configure Incident E-mail Notifications:

  1. Select Incident>Configuration>Others>E-mail Notification.
  2. On the E-MAIL NOTIFICATION page, click ADD NEW on the ACTIONS panel.
  3. 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.
  4. Click SUBMIT. A new E-mail Notification is configured.

    E-MAIL NOTIFICATION page
    Figure: E-MAIL NOTIFICATION page

Field Description

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

Field

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 Incident.

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 Incident.

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 Incident.

Include Subcustomer

If this check box is selected, the configured recipients are notified when a user who belongs to the respective subcustomer logs an Incident.

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 the this status meets with the status of the newly created incident an e-mail notification is sent to the specified recipients.

Priority

Select a required priority. If the this priority meets with priority of the newly created incident an e-mail notification is sent to the specified recipients.

User Type

Select the check box to send the e-mail notification about the Incident update to specific User Types. If the selected user type logs an Incident, 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 SUMMIT application for the selected Tenant.

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.