Baseline email notifications
The baseline system provides several email notifications.
Some events listed in this table do not appear in a business rule and are fired by other conditions in the platform. Some events are hardcoded and are not user configurable.
Note: The below table list is not an exhaustive list. Products can create their own notifications.
| Email notification | Description | Triggering event | Business Rule Controlling Event |
|---|---|---|---|
| Appointment Invite | Type: Meeting Invitation Adds a meeting invitation to the recipient’s calendar by sending an iCalendar formatted email | itil\_appointment.inserted | Global business rule |
| Appointment Update | Type: Meeting Invitation Updates an existing meeting in the recipient’s calendar by sending an iCalendar formatted email | itil\_appointment.updated | Global business rule |
| Approval Rejected | Type: EMAIL A task-based approval has been rejected – includes the approver’s name. | approval.rejected | approver events |
| Approval Rejected by Other | Type: EMAIL A task-based approval has been rejected – includes the approver’s name. | approval.rejected.by.other | approval events |
| Approval Request | Type: EMAIL Sends an email for the recipient to reply with an approval decision. In the approval email, the recipient selects a link that builds the appropriate reply email. These emails come only from task-based approvals. | approval.inserted | approver changes |
| Catalog Approval Rejected | Type: EMAIL A catalog request has been rejected – includes the approver’s name. | request.approval.rejected | approval events |
| Catalog Approval Request | Type: EMAIL A catalog request for which you were an approver has been cancelled. | request.approval.cancelled | approver changes |
| Catalog Approval Request | Type: EMAIL A catalog request for which you are an approver has been made. | request.approval.inserted | approval events |
| Certificate Expired | Type: EMAIL Notification that the X.509 certificate has expired. | certificate.expired | certificate events |
| Certificate Expiring | Type: EMAIL Notification that the X.509 certificate is expiring in N days. | certificate.expiring | certificate events |
| Change approved | Type: EMAIL A change request has been approved. | change.approved | Change events and task events |
| Change assigned to me | Type: EMAIL A change request has been assigned to you. | change.assigned | Change events |
| Change assigned to my group | Type: EMAIL A change request has been assigned to your group. | change.assigned.to.group | Change events |
| Change commented \(to assignee\) | Type: EMAIL A comment has been added to a change request. The person assigned to the change request receives an email notification. | change.commented | Change events |
| Change commented \(unassigned\) | Type: EMAIL A comment has been added to a change request. The assignment group assigned to the change request receives an email notification. | change.commented | Change events |
| Change Notification | Type: EMAIL Notification of a change in the fields label in a form. | label.notify | |
| Change rejected | Type: EMAIL A change request has been rejected. | change.rejected | Change events and task events |
| Change Task worknoted \(unassigned\) | Type: EMAIL A work note has been added to a change task. The assignment group assigned to the change task receives an email notification. | change\_task.worknoted | Change task events |
| Change Task worknoted \(to assignee\) | Type: EMAIL A work note has been added to a change task. The person assigned to the change task receives an email notification. | change\_task.worknoted | Change task events |
| Change Task assigned to my group | Type: EMAIL A change task has been assigned to your group. | change\_task.assigned.to.group | Change task events |
| Change Task assigned to me | Type: EMAIL A change task has been assigned to you. | change\_task.assigned | Change task events |
| Change worknoted \(to assignee\) | Type: EMAIL A work note has been added to a change request. The person assigned to the change request receives an email notification. | change.worknoted | Change events |
| Change worknoted \(unassigned\) | Type: EMAIL A work note has been added to a change request. The assignment group assigned to the change request receives an email notification. | change.worknoted | Change events |
| Email assigned to | Type: EMAIL An incident has been assigned to you \(the recipient of the email\). | incident.assigned | incident.events |
| Email assigned to \(sc\_task\) | Type: EMAIL A task has been assigned to you (the recipient of the email). Note: This email notification was used for the legacy Delivery Plan system of email notifications. In order to use this email notification with a workflow, the work_start field needs to be set by the workflow using a Set Value activity. | sc\_task.assigned.to.user | sc\_task\_events |
| Email assigned To Group | Type: EMAIL An incident has been assigned to an assignment group of which you are a member \(the recipient of the email\). | incident.assigned.to.group | incident events |
| Email assigned to group \(sc\_task\) | Type: EMAIL A Service Catalog task has been assigned to an assignment group of which you are a member \(the recipient of the email\). | sc\_task.assigned.to.group | sc\_task\_events |
| Incident Closed | Type: EMAIL An incident opened by you \(the recipient of the email\), has been closed. | incident.updated | incident events |
| Incident Commented | Type: EMAIL An incident opened by you \(the recipient of the email\) has had comments added. This notification uses a template for an employee self-service \(ESS\) user. | incident.commented | incident events |
| Incident Commented | Type: EMAIL An incident assigned to you \(the recipient of the email\) has had comments added. This notification uses a template for an ITIL user. | incident.commented | incident events |
| Incident Opened | Type: EMAIL An incident has been opened for you \(the recipient of the email\) by someone else. This notification uses a template for an employee self-service \(ESS\) user. | incident.inserted | incident events |
| Incident Opened & Unassigned | Type: EMAIL An incident has been opened and is unassigned. This notification uses a template for an ITIL user. | incident.inserted | incident events |
| Incident Resolved | Type: EMAIL An incident opened by you has been resolved, and feedback is required to determine if the incident should be closed. | incident.updated | incident events |
| Knowledge Closed Created | Type: EMAIL A contributor’s submission to the Knowledge Base was accepted and an article was created. | kb.submission.closed\_created | KB event |
| Knowledge Closed Duplicate | Type: EMAIL A contributor’s submission to the Knowledge Base was determined to be a duplicate, and no article was created. | kb.submission.closed\_duplicate | KB event |
| Knowledge Closed Invalid | Type: EMAIL A contributor’s submission to the Knowledge Base was determined to be invalid \(unusable\). | kb.submission.closed\_invalid | KB event |
| Notify Change Calendar | Type: Meeting Invitation Notifies the recipients of the schedule for a change request and exports the schedule to the Microsoft Outlook calendar. The email is in the format of iCalendar formatted email. | change.calendar.notify | change events |
| Notify Change Calendar Remove | Type: Meeting Invitation Notifies the recipients that a scheduled change has been closed or assigned to someone else and removes the entry from the Microsoft Outlook calendar. The email is in the format of iCalendar formatted email. | change.calendar.notify.remove | change events |
| Problem Task assigned to me | Type: EMAIL A problem task has been assigned to you. | problem\_task.assigned | Problem task events |
| Problem Task assigned to my group | Type: EMAIL A problem task has been assigned to your group. | problem\_task.assigned.to.group | Problem task events |
| Problem Task worknoted \(to assignee\) | Type: EMAIL A work note has been added to a problem task. The person assigned to the problem task receives an email notification. | problem\_task.worknoted | Problem task events |
| Problem Task worknoted \(unassigned\) | Type: EMAIL A work note has been added to a problem task. The assignment group assigned to the problem task receives an email notification. | problem\_task.worknoted | Problem task events |
| Problem worknoted \(to assignee\) | Type: EMAIL A work note has been added to a problem. The person assigned to the problem receives an email notification. | problem.worknoted | Problem events |
| Problem worknoted \(unassigned\) | Type: EMAIL A work note has been added to a problem. The assignment group assigned to the problem receives an email notification. | problem.worknoted | Problem events |
| Reminder Insert | Type: Meeting Invitation Creates a calendar reminder regarding an open task. The email is in the format of iCalendar formatted email. | reminder.notify | |
| Reminder Insert | Type: Meeting Invitation A task has been closed or deleted. This notification removes the task reminder from Outlook. The email is in the format of iCalendar formatted email. | reminder.notify.delete | |
| Reminder Insert Email | Type: EMAIL Sends the recipient a reminder email about a specific task. | reminder.notify.email | |
| Request Approved | Type: EMAIL A Service Catalog request, opened by the recipient, has been approved. | sc\_request.approved | sc\_request events |
| Request Assigned | Type: EMAIL A Service Catalog request has been assigned to the recipient. | sc\_request.assigned | sc\_request events |
| Request Completed | Type: EMAIL A Service Catalog request, opened by the recipient, has been completed. | sc\_request.updated | sc\_request events |
| Request Item Assigned | Type: EMAIL An item requested from the Service Catalog has been assigned to you. | sc\_req\_item.assigned | sc\_request events |
| Request Item Delivery | Type: EMAIL An item requested from the Service Catalog by the recipient is being delivered. | sc\_req\_item.delivery | sc\_request events |
| Request Opened on Behalf | Type: EMAIL A Service Catalog request has been opened on behalf of the recipient. | sc\_request.requested\_for | sc\_request events |
| Reset Password | Type: EMAIL The recipient’s password has been reset as requested. | reset.password | |
| Scheduled Import Completed | Type: EMAIL A scheduled import set has completed. | scheduled\_import\_set.completed | |
| System Upgraded | Type: EMAIL The recipient’s system has been upgraded. | system.upgraded | |
| Task approved | Type: EMAIL An ITIL task has been approved. | task.approved | Change events and task events |
| Text Index Completed | Type: EMAIL A scheduled system index has completed. | text\_index.complete | |
| Unscheduled Change | Type: EMAIL A named configuration item has changed, and no active change request exists. | cmdb.unscheduled.change |
Note:
Parent Topic:Create an email notification