Email Notification Rules

SapphireIMS allows you to send e-mail as well as SMS notifications related to any change in service desk records. Changes could be change in the state of the record, modifications to the record, addition or modification to enclosures or change in the work group. Notifications can also be sent for any event pertaining to Knowledge Base or Known Error Database.

After the templates are created (refer previous topic), you need to define the rules which specify in what states of the record the notifications have to be sent and to whom. SapphireIMS supports two different kinds of notifications, Specific and Info. Specific notifications are directed at the stakeholders for the record which include the Owner (person acting on the record), Submitter and Approval Manager. The Info notifications are for informational purpose only and can be sent to anyone mapped to a selected roles as well as external e-mail addresses. SapphireIMS allows you to configure separate templates for the two kinds of notifications.

The mail notifications are sent as per the notification rule configurations.

Configuring Mail Notification Rules

In the 'Settings' panel, click on the '+' sign to expand 'Email & SMS Notifications'. Click on 'Email Notification Rules' to display the Email Notification Rules configuration page.

You can click on the 'CREATE TEMPLATE' button to create a new template.
The fields in the notification rule are described below.

Serial No	Field Name	Description
1	State	Check against the state for which the rule has to be defined.
2	Indicator	Indicates Green if an e-mail routing rule is enabled for that state. SapphireIMS allows complex routing rules to be created which can selectively send e-mails to different recipients based on values of fields in the record or on SLA breaches or custom logic.
3	Specific	Select the role and the template for whom the notifications has to be sent. In the ‘Template’ drop down box, select the desired notification template to be used. In the ‘To Whom’ drop down box, select the roles to which the notification needs to be sent. All the users attached to the role will get the notification message.
4	Info	An information mail can be sent to the selected roles and users attached to that role In the ‘Template’ drop down box, select the desired notification template to be used. In the ‘To Whom’ drop down box, select the role to which the e-mail has to be sent.
5	P.M.	Check this option if notification has to be sent to the project manager also.
6	CC	Check this option if a cc mail has to be sent to the cc mail ID specified.
7	External E-mail	If CC is checked, enter the e-mail ID of any other person who should be notified.
8	Auto CC to Heads	Check this box to notify the respective 'Approval Manager'.
9	Advanced Settings	Click on '+' to expand the advanced settings bloc. The Advanced Settings allows you to configure e-mail notifications on events irrespective of the state of the record. If you check the box for any event, you need to also do the following. Select the Specific template to use as well as the recipients. Check on PM if the notification has to be sent to the project manager. Check on CC if a CC mail has to be sent to the mail ID specified. If CC is checked,, enter the e-mail ID of any other person who should be notified.
10	Mail on Update	Check this box to send an e-mail on update of the service desk records.
11	Mail on Enclosure	Check this box to send mail if an enclosure is added to the service desk record using the template selected from the drop down box.
12	Mail on Workgroup Update	Check this box to send mail when the service desk record is allocated to a Workgroup or when the Workgroup is modified. You can select the current workgroup as a recipient so the notification gets sent to both the current and the new workgroup members.
10	Mail on Project Transfer	Check this box to send mail on project transfer using the template selected.

Note: To configure business notification during non-business hours when the record is in "New" state, click on '' icon, select the notification templates and the business hours and holiday profiles. If non business hours profile is selected, then the e-mail notification is sent only during non business hours, else the e-mail notifications are sent during business as well as non business hours.

Attachments in E-mail Communication

To send attachments in e-mail communication on the state change of the service desk record, follow the steps below.

1. Click Service desk Settings > Config Settings

2. Enter Setting Value of Enable/Disable record attachments in e-mail communication as 1 to enable and 0 to disable attachments in e-mail communication.

3. Restrict the type of attachments allowed in e-mail by specifying Setting Value of the Type of attachments allowed in e-mail communications

Custom Script

You can customize a notification rule for all the states to use a custom script which further can include any or all of the service desk fields for notification purposes.

Use the class file and the property file mentioned below to perform the scripted action. These files are located in

‘<InstalledDirectory>\WebManagement\server\default\deploy\Sapphire.war\WEB-INF\classes\sapphire\mailroutingscripts’ directory.

Action Script = Class file name: ‘sapphire.mailroutingscripts.GetCustomEmailAddress’

Properties = Property file name: ‘SDMailNotificationScript.properties’

1. Select the notification template, specify the class name and the property file name as mentioned above.

2. Multiple class files and property files can be specified.

3. Contact the support team to obtain the property file as per your requirement.