Implementing Policy › Notifications › Activity Notifications › How Activity Notifications Work

How Activity Notifications Work

You can define a notification that is sent for a specific activity. Activity notification can be defined for Requests, Incidents, Problems, Change Orders, Issues, Managed Surveys, Knowledge Documents, Knowledge Document Comments, Knowledge Report Card, Assistance Session, Contacts, Configuration Items.

When you define an activity notification, you can configure the following:

Events

Defines the event list for this activity notification. Events are procedures that an issue management system follows after a certain amount of time has elapsed.

Notification Rules

Defines new notification rules for requests/incidents/problems, change orders, issues. You can also modify the default rules that appear in the Notifications Rules list.

Survey

Defines a survey notification that allows the recipient of this activity notification to click a URL to view a survey. Surveys let you collect and analyze customer feedback.

Note: For more information about creating activity notifications for Requests, Change Orders, Issues, Managed Surveys, Knowledge Documents, Knowledge Document Comments, Knowledge Report Card, Assistance Session, Contacts, or Configuration Items, see the Online Help.