Email Notifications

Information

You can tell the system to automatically send issue alerts and updates through a number of Email Notification configuration options.

Outgoing Email must be enabled and configured properly in order for Email Notifications to appear in the Administration menu and operate as expected.  You can learn how to enable Outgoing Email here

The Default Distribution settings let you control system-wide notifications based on user roles in issues and tasks, such as Submitter, Assignee, Task Assignee, etc. For example, with the Submitter Default Distribution set to On Assign, On Note, and On Close, all submitters will be notified when their issue is assigned, updated with notes or closed.

There are also Distribution List options for system-wide notifications based on specific issue values, such as Issue Type, Organization, Priority, Project, Escalation, etc. For example, a manager may be added to the Priority = Critical Distribution List for On Submit and On Escalate so they stay informed of all Critical issues submitted or escalated.

You and your users may add additional notifications at the issue-level using Distribution List options within an issue record. For example, a sales associate may add themselves to the Distribution List on a particularly difficult issue so they know what progress has been made by your Support Team when speaking with the customer.

There is also a global Task-Default Email Distribution List that allows you to determine which notifications are sent to users that are involved with tasks. 

Whether you choose to customize the content of these messages — or use the default content — all messages are systematically filtered by the recipient’s permissions. For example, only users with Can view and add Private Notes… will be notified when Private notes are added and Private note data is included only in notifications to these users.

Notifications to specific users may be disabled using the Suppress All Email parameter within their user record. You may also enable notifications for Escalation, Submission and/or Notes Added to ANY and ALL issues using the Email permissions in user records.


 

Value-Based Distributions

It is possible to configure notifications to fire based on values that have changed in an issue. 

Steps:

  1. Open the item’s record (e.g. Issue Type, Organization, Location, Priority, Project) in View or Edit mode.
  2. Select the View/Maintain Distribution List link. This will open the Notification List screen.
  3. If you want to add a new Distribution List member, click Add new user. In the Select User window that appears, click the user’s Display Name. This window will then close and a confirmation message will appear.

 

  1. If you want to change an existing Distribution List member’s notification settings, click the edit link next to their Display Name. In the Edit Notification window that appears, make your changes and click Update. This window will then close, the new member will appear in the List and a confirmation message will appear.


 

Issue-Based Distributions

Notifications can go out based on specific issue-related events.

Steps:

  1. Open the issue record in View or Edit mode.
  2. Select the View/Maintain Distribution List link. This will open the Notification List screen. The current Default and value-based Distributions that apply to this issue are displayed in read-only format at the bottom of this screen.

  1. If you want to add a new Distribution List member, click Add new user button. In the Select User window that appears, click the user’s Display Name. This window will then close and a confirmation message will appear.
  2. If you want to change an existing Distribution List member’s notification settings, click the edit link next to their Display Name. In the Edit Notification window that appears, make your changes and click Update. This window will then close, the new member will appear in the List and a confirmation message will appear.

Users added to an issue distribution list will make the issue available on their issue lists, including dashboard and search results if it would otherwise not appear due to access limitations.


 

Task-Based Distributions

It is possible to set notifications to go out based on specific task-based events.  These events include Task Add, Task Assign, Task Available, Task Complete, and Task Cancel. Email distribution for standard user roles is determined by the values contained in the Default Email Notification List.

Please take note of the task-related user roles:

In order to make changes to task notifications, perform the following steps:

  1. Navigate to Administration > Email Notification > Tasks > Default Distribution
  2. Select edit on the row you want to make adjustments to.

  3. In the pop-up window that appears, add or remove the selections relevant to your notification preferences.

  4. Click Update

Note that Issuetrak supplies initial default values for these task-related user roles. However, these values may be changed according to your needs. Be advised that these default values determine email notification for standard user roles on every Issuetrak Issue.


 

Customizing Notification Messages

Steps:

  1. Go to Administration > Email Notification > Custom Messages.
  2. Select the Event message you want to change. The current Subject and Message content for this event will then be displayed.

The Subject and Message have different “Tokens” options. These options adjust depending on where you’ve clicked on this screen.

  1. Make your changes and click Update.

A confirmation message will appear when this process is complete.