Configuring Problem Management Email notifications

Owned by Enterprise IT
May 29, 2024

SummitAI Service Management Help

Problem Management

You can enable and modify Email notifications for Problem Management. Additional email ids can be configured if problem requests match the specific conditions for Workgroup and Status. To gain a better understanding of why and how the Email Notifications are useful for Problem Management, consider the following scenario.  

Scenario 

One of the Key Routers used by a huge set of users of an enterprise is down and this is impacting all users located on the premises. A Problem record with High Priority is created since it is impacting the business and scope of severity is wide.  The Technical team is working on it to fix the problem on priority. As the business impact is wide, it is being tracked to closure on P1 Priority and an email notification is needed by the Technical BU Head and who is supervising the issue when the problem is Resolved. 

The following figure depicts an example of mail sent when problem record status matches the configured conditions in Notification template.   

 Figure: Example depicting Email Notification sent to registered and additional Email Ids 

Note

The PR status as ‘Resolved’ is just an example to depict the use-case. Any one of the other PR statuses can also be used for Email Notification based on condition(s) matched. 

Role and Access 

Admin can view email notification configuration in Problem Management module. Here other email ids are configured. Access to email configuration is role based and it is set in role template of Admin configuration. 

Benefits 

  • Capability to trigger automated email-notifications to desired email ids, upon matching the specified conditions. 
  • Reduces manual activity of informing respective stakeholders. 
  • Extremely useful to keep key stakeholders informed as soon as PR status matches those defined in the conditions to trigger email notification to respective workgroup. 

To configure PM E-mail Notifications, perform the following steps: 

  1. Select Problem > Configuration > E-mail Notification.
  2. On the E-MAIL NOTIFICATION page, click ADD NEW on the ACTIONS 
  3. Select the Tenant on the left panel after which Workgroup gets activated.
    This has a list of assigned workgroups. Select Workgroup.  

For more information about the fields on the E-MAIL NOTIFICATION see, Field Description. 

  1. Select a suitable Status. 
  2. Select User. More than one user email id can be selected. Email ids that are linked to selected users are fetched from master data.
  3. To add Other Email IDs, click the checkbox next to email id to enter the mail ids of users who are not registered. Add multiple ids using semicolon (;).
  4. 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: 

Field

Description

Workgroup 

Select the Workgroup for additional email notification to be sent. An e-mail notification is sent to all the configured recipients if any members of the selected workgroup log a Problem request

Active 

The Default option is Active. This is enabled by default. 

Indicates the status set for the Email configuration. 

  • If selected, the email notification configuration becomes active. 
  • If not selected, the email notification configuration becomes inactive. 
Status 

Select a required status. If this selected status matches with the status of the logged problem request, an e-mail notification is sent to the specified recipients. 

Other Email ID 

Specify the email ids of the other unregistered personnel. These recipient IDs can be from the organization like summit registered or outside the organization like out of summit, to whom the problem request update email notification should be sent as a priority. 

User Select the check box to send the e-mail notification about the change update to specific User. If the selected user logs a change request, then the selected User along with the recipients specified under Other E-mail ID field gets notified through e-mail. 

ACTIONS 

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

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

  • Click SHOW LIST to display the LIST table showing all the E-mail Notifications configured in the Summit AI application for the selected Tenant.
  • To edit an E-mail Notification, click the Workgroup Name. Make appropriate changes and click SUBMIT

Email Notification template 

Admin can use the email template to send notifications to additional recipients along with registered mail ids.When the condition of a problem record matches with any one of the defined conditions, an email will be triggered to configured audience. 

To edit custom email template, perform the following steps: 

  1. Select Admin> Notifications> Notification Template
  2. Select Tenant. 
  3. Click change and select Problem Management from module selection dropdown. 

From the list of email templates click the Custom E-mail notification. Mail Body is editable.

Figure: Custom E-mail Notification 

Send Mails For Summit this scheduler job triggers mail for Problem Management. This is the same job that triggers mail for Service Request and Incident Management.  

To access the scheduler, navigate to Admin > Custom Scheduler> Send Mails For Summit.