Implementing Policy › Notifications › Notification Rules › Example Default Notification Rules › Example: Use the Active request/incident/problem Rule

Example: Use the Active request/incident/problem Rule

The Active request/incident/problem rule has a condition attached to it to evaluate to send the Initial notification only if the request/incident/problem is active.

This allows the customer to receive only the Close notification when an inactive request is created. This rule notifies the attached Object Contact/Contact and Contact Types attached to the rule only when an active request/incident/problem is created.

Note: You can create a similar rule for change orders and issue ticket types.

The notification is sent only when the condition attached to the rule is evaluated to true and uses the message template that is attached to the rule. By default, no Object Contact or Contact or Contact Types are attached to the rule. Also the "Auto Notification" field on the Message Template attached to the rule is defaulted to No.

Example: Receive a notification when you close an Incident

1. Verify that either the default rule attached to the Initial activity notification is either removed or the "Auto Notification" on the Message Template attached to the default rule which in turn is attached to the Escalate activity notifications is set to No.

   This prevents notifications from being sent out for these default rules.

2. Open the Active request/incident/problem rule.

   Add an Object Contact or a Contact or a Contact Type to the rule.

   Verify that the Contact can receive notification.

3. Click the Message Template "Active request/incident/problem "attached to the rule and check the" Auto Notification" checkbox field.
4. Attach the Active request/incident/problem rule to the Initial activity notification.
5. Create a new Incident and set the status field to Closed.
6. Verify that the assigned user configured to receive the notification does not receive the Initial notification.