altiris eXpress Altris eXpress Helpdesk Solution 5.6 SP1, User Manual

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Chapter 7: Administration Notify Rules
Altiris Helpdesk Solution User Guide 112
Notify Rules
E-mail notification is used to automatically generate and send e-mail and pager e-mail messages in
response to work item modification. Notify rules describe what work item modifications must take
place before e-mail is generated and sent, the format of the message that gets sent (see
“E-mail
Templates ” on page 117), and who should receive the e-mail notification.
List Notify Rules
The
Notify rules page
lists all notification rules currently defined. Administrative users can
Edit
a
notify rule, add a
New
notify rule, or
Delete
notify rules.
1
Click
Admin>Notify rules>List rules
.
2
Click
Edit
next to the specific
Notify rule
to view or edit rule.
Default Rules
The Helpdesk Solution provides a set of default notification rules, they are as follows:
Notify Rules Provided by Helpdesk Solution
Item Description
Acknowledge contact Sends a message to the current contact when a work item
is first created.
Notify contact when
closed Sends a message to the current contact when the work
item has been closed. This is appropriate for Helpdesk
Solution guests. It thanks the recipient and describes the
resolution.
VIP work item Sends a message to the Supervisor when work item is
initiated by a VIP contact (assumes that Supervisor virtual
worker has a valid e-mail address)
Work item changed Sends a message to the current assignee whenever a
change occurs in the work item.
Work item reassigned Sends a message to a worker when a work item has been
reassigned.