E-mail notifications in Service Catalog
Table of Contents
Overview
Service Catalog application has a number of default e-mail notifications sent to appropriate users and user roles.
All the conditions and e-mail notification recipients are defined in the Administration application → Services & Processes → Compliance Rules → Enabled filter.
Service Catalog e-mail notification list is provided below.
| Activity | Notification Name | Description | Trigger condition | Default recipient |
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| Approvals | Manually remind Deciders of open Approvals | Send a notification to the decision maker of the approval when the order requestor used the reminder functionality in the Self Service Portal. | Apply "Remind" action to the placed order with "Pending" approval status |
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| Automatically remind Deciders of open Approvals | Send a one-time notification to the decision maker of the approval if the decision was not made within 7 days since the order has been placed. | The order on status "Pending" was placed no more than 7 days ago, and the e-mail reminder has not been sent yet. |
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| Inform Deciders of new Approvals | Send a notification to the decision maker of the approval if a new approval was assigned to him/her. | A new order is pending for approval |
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| Report unprocessed Approvals | Send a notification to Service Delivery Managers if an open approval has no decision after 14 days. | The order on approval status "Pending" was placed no more than 14 days ago, and the expiration e-mail has not been sent yet. |
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| Order request | Confirm creation of new Order to Requestor |
Send a notification to the requestor when a new order was created. The requestor is the person completing the form submission and placing the order. The requestor is not necessarily the recipient of the ordered services. |
Order is created with status "New". |
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| Inform Requestor when an Order was approved | Send a notification to the requestor when an order was approved. | The order status is changed to "Approved". |
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| Inform Requestor when an Order was declined | Send a notification to the requestor when an order was declined. | The order approval status is changed to "Declined". |
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| Inform Requestor when an Order was provisioned | Send a notification to the requestor when an order was finally provisioned. | The order status is changed to "Provisioned", and Requestor of the services is not the same as the Recipient. |
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| Inform Recipient when an Order was provisioned |
Send a notification to the recipient when an order was finally provisioned. The recipient is the person receiving the ordered by the requestor services. |
The order status is changed to "Provisioned". |
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Demand detection & Service bookings |
Inform consumer when bookings were created due to detection of service demand | Send a notification to the consumer when bookings were created due to detection of service demand. | Service Booking was created as a result of configured Demand Detection. |
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| Inform consumer about created return bookings due to obsolete service demand detection |
Send a notification to the consumer when uninstallation bookings were created due to detection of obsolete service demand. |
Service Booking was created as a result of configured Demand Detection. |
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| Inform cost center decision maker when bookings were created due to detection of service demand |
Send a notification to the cost center decision maker when bookings were created due to detection of service demand. |
Service Booking was created as a result of configured Demand Detection. |
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| Inform cost center decision maker about created return bookings due to obsolete service demand | Send a notification to the cost center decision maker when uninstallation bookings were created due to detection of obsolete service demand. | Service Booking was created as a result of configured Demand Detection |
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| Inform Service Delivery Manager about denial of Service Booking Acceptance |
Send a notification to the Service Delivery Manager role if the order recipient denied the acceptance service booking(s). |
Service booking Acceptance status is set to "Denied". |
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| Change approval | Inform Deciders of new Change Approvals | Send a Notification to the Decider of a Change Approval when a new Change Approval is assigned to him/her. | Change request is created with status "New". |
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