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Service Desk Admin Guide

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Service Desk Admin Panel > Service Desk Configuration > Configure Alerts And Notices
  • Introduction To Service Desk Module
    • Quick Start
    • Login To The Service Desk Module
  • Service Desk Admin Panel
    • Admin Panel Dashboard
      • View The Dashboard And Export Reports
      • View Alerts & Notifications
    • Service Desk Configuration
      • Company Profile And Support Portal Settings
      • Service Desk System Settings
      • Ticket Settings And Options
      • User Registration Settings
      • Email Settings And Options
      • Access Control Settings
      • Knowledge Base Settings And Options
      • Autoresponder Settings
      • Configure Alerts And Notices
      • Configure Two Factor Authentication
    • Manage Service Desk Components
      • Ticket Categories
      • Ticket Filters
      • Service Level Agreements (SLA)
      • API Keys
      • Client Portal Pages
        • Configure Your Support Center Page
      • Forms
      • Custom Lists
      • View And Manage Asset Types
      • Manage Materials And Expense Items
      • Manage Charging Plans
    • Email Management
      • Setup Your Support Email Addresses
      • Block User Email Addresses
      • Email Templates
      • Test Outgoing Email Settings
    • Manage Time Sheets
    • Manage Staff
      • Staff Members
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  • Service Desk Staff Panel
    • Staff Panel Dashboard
      • View The Dashboard And Export Reports
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      • Manage Users
      • Manage Customers
    • Manage Tickets
      • Ticket Details
    • Manage Knowledgebase
      • FAQs
      • Manage FAQ Categories
      • Canned Responses
    • Manage Projects
    • Manage Staff Time Sheets
    • Manage Calendars
  • Appendix 1 - Field Types In Custom Forms And Custom Lists
  • Appendix 2 - Ticket Priorities
  • Appendix 3 - How Charging Works In Service Desk
  • About ITarian

Configure Alerts and Notices


Click 'Admin Panel' > 'Settings' > 'Alerts & Notices'
  • Alert emails can be sent to users and staff after various events occur. Example events include when a new ticket is created, when a ticket is overdue, and when a new internal note is added.
    • Service Desk uses a system of ‘template sets’ to house the content of these alerts. Click ‘Admin Panel’ > ‘Emails’ > ‘Templates’ to manage existing templates.
      • Each set includes templates for a wide variety of alerts. Simply click the template name to edit its contents.
      • Templates can include dynamic variables like 'ticket number' and 'assigned staff'. Click the ‘Supported variables’ link at the top-right of the editor to view the variables you can use.
      • See  Email Templates for more details.

        Note: Any setting/change you make in this interface will be added to ITarian audit logs. You can view audit logs in the ITarian portal ('Management' > 'Audit Logs').


        Setup alerts and notices

        • Open the admin panel (see the last link on the left)
        • Click 'Settings' > 'Alerts & Notices'




        • Use the 'Enable' / 'Disable' options to activate or deactivate an alert.
        • Use the check boxes to select the recipients of the alert. 
        You can enable / disable alerts emails and select recipients for the following events: 
        • New Ticket Alert: Alerts are sent to the selected recipients when a new ticket is created. 
        Note - New ticket alerts are not sent if the ticket was auto-assigned by a category or filter. 
        • See Ticket Categories  for help to make a category assign tickets to staff.
        • See Ticket Filters for help to make filters assign tickets to staff.
        • New Message Alert: Alerts are sent to recipients when the user posts a new comment to the ticket.
        • New Internal Note Alert: Alerts are sent to recipients when a new remark is added to a ticket.

        • Ticket Close Alert: Alerts are sent to recipients when a ticket is closed.

        • Notify For: Choose whether to send alerts for all closed tickets, or only for tickets closed by a rule in a ticket filter.
        • Ticket Assignment Alert: Alerts are sent to staff when a new ticket is assigned to him/her.
        • Ticket Transfer Alert: Alerts are sent to recipients when a ticket is transferred from one department to another.
        • Overdue Ticket Alert: Alerts are sent to recipients when a ticket passes its due date, as per the service level agreement (SLA) associated with the ticket. Please also see Service Level Agreements.
        • System Alerts: Alerts are sent to the admin for database errors and/or failed login attempt alerts.
        • The default admin email is set in 'Admin Panel' > 'Settings' > 'Emails'.
        • See Emails Settings and Options if you need help with this.
        • Click 'Save Changes' at the bottom of the screen for your changes to take effect.
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