Selecting Others to Notify

If enabled in Global Settings in configuration, you can use the Others to Notify feature to set up a list of customers and support representatives to be sent event notifications and other correspondence. Those on Others to Notify lists can be designated in configuration to be notification recipients for events such as:

• Initial save of a record by a support representative or customer

• A Work History entry is added

• The record is routed

• For Change records:

• Results are recorded

• The date in the Scheduled Date field is approaching or has been exceeded

• The date in the Review field is approaching or has been exceeded

• The date in the Due field is approaching or has been exceeded

• The Closed status is selected

In iSupport, an Others to Notify list can be set up for an individual customer, all customers in a company, a category set, or an individual incident, problem, change, and configuration item. The All radio button displays a comprehensive list applicable to the record.  When an Others to Notify list is added to a category set, it will apply whenever the category is selected; for example, you could configure notifications to be sent to a printer vendor whenever an incident is created with a Printer category.

To add a customer or support representative to the record-specific Others to Notify list, click the Add link on the Others to Notify tab or section. Use the Remove link to delete anyone from this list. If configured, a customer can add to an Others to Notify list when submitting an incident or change via the mySupport portal.