ManageEngine ServiceDesk Plus 8.0 :: Admin Guide

Configuring Notification Rules
ManageEngine ServiceDesk Plus 8.0 :: Admin Guide
ManageEngine ServiceDesk Plus allows you to send notifications to requesters and technicians
through notification rules. The notifications can be of two types: email and SMS. These notification
modes can be set across various modules of the application, such as requests, problem, change and
solution. Any default actions that you might want to perform when the state of any item changes can
also be defined.
Note
For all modules, notification will not be sent to the logged in technician.
Say, for notification like, "Alert Technician by Email when a request is assigned.", if a
technician picks up a request then a notification will not be sent to the technician.
Similarly, for notifications like "Alert the following technicians by email when a new request
is created", notification will not be sent to the logged in technician if he is included in the
notify list.
Further you can also customize the email template of the notification and prevent unwanted
acknowledgements or notifications being sent to requesters/technicians through Junk Mail notification.
To set the notification rules and the message template,
1. Login to the ServiceDesk Plus application using the user name and password of an admin
user.
2. Click the Admin tab in the header pane.
3. In the Helpdesk block, click the Notification Rules icon under Helpdesk block.
4. By default, all notifications are sent in Rich text format. Clicking on Plain text formatting
button will switch all the notifications in Plain text format.
5. Click on the appropriate tabs to configure for request, problem, change and solution modules
.
6. To enable or disable any of the notification rules, select or de-select the check box beside
each of the rules.
7. For certain notifications you need to select the technicians who need to be notified when a
new request is created.
� Click Choose button.
� Select the technicians from the list of technicians is displayed in a pop-up window.
� For multiple selections, press Shift or Ctrl key and then select the technicians.
� Click OK.
� The selected technicians get listed in the text box beside the Choose technician(s)
button.
8. Click Save.
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