Implementing Policy › Notifications › Email Notifications

Email Notifications

Email notifications help analysts communicate with employees and end users.

Employees and end users within an environment are sometimes mobile, and interact with CA Service Desk Manager using email. You can set up CA Service Desk Manager so that this type of user can do the following:

• Update a request/incident/problem/change order/issue through a reply to an email notification sent from CA Service Desk Manager.
• Approve or reject a workflow task (classic or CA Workflow) using email.

Notifications let you communicate with stakeholders for a ticket as follows:

• Email notifications can show all recipients of the notification, advising the user of who the interested parties are.
• Analysts can send a manual notification to a temporary email address that is currently not associated with a contact. A temporary address is helpful, for example, when an end user is out of the office or having difficulty accessing their standard email account.
• Analysts can send attachments with a notification to communicate additional details to a user.