Email notifications

[puncu]

Hi guys I'm looking for two ways in which I can trigger service manager out of the box to send Email notifications when ever an incident is opened.closed or updated.please help?

[-m-]

1. Notification Engine

System Navigator: Tailoring -> Notifications -> Notifications

2. Macros

System Navigator: Tailoring -> Tailoring Tools -> Macros

[puncu]

hi can you please give an example when using macros

[-m- · Accepted solution]

Macro Name: Email on Incident Open

Applies When: Incidents are Saved

Macro Type: <select the desired email type...Mail 1 Person>

Macro Condition: same(open.time in $L.new, update.time in $L.new)

The Set Parameters screen changes based on the Macro Type. For an email macro, the Set Parameters typically specifies the Recipient, Subject Line, and Message Body.

Note: The OOB system has a sample email macro for Quotes. The SM Help Server contains several documents on macros.

[puncu]

thanks hey