Sometimes it’s handy to know when users might have raised a request using a specific template from the self-service portal. You might even need this notification to go to a distribution list of recipients. This post discusses a couple of easy techniques to achieve this in ManageEngine ServiceDesk Plus.
ServiceDesk Plus provides a way in which you can receive an email and an SMS notification when a request is generated. Notification Rules is a method you could use to send an email or SMS to a technician or a requester. However, for a specific template, you will need to configure a custom trigger.
When you create a Custom Trigger you will need some form of criteria to match; the simplest choice would be to set the criteria as Template is <specific template> (in the screenshot below, I chose “application crashes frequently”). But you could match any unique criteria for the template:
Once you’ve added your match criteria you can select an Action for the Custom Trigger. You want to select Notification Action.
When you have your Notification Action, select an email template or create one by clicking the pencil icon. Once you’ve got your email template done, select which group you want to send it to. In this case, my email template is “notification email application maintenance” and it will be sent to the technical team.
Once you have done that, you can save your newly created custom trigger and update it, and now your email notification will go to everyone on the technical team.
The email notification will now go to everyone on the email distribution list.
This article is relevant to:Service Desk
Other recent articles in the same category
You may be interested in these other recent articles
25 November 2023
The current build release information for ManageEngine ADSelfService Plus is summarised below. Scroll down for more information. You can download the latest service packs here.…Read more
23 November 2023
Summary details of the current Build Release information for ManageEngine ServiceDesk Plus Cloud Edition. All upgrades are performed by the Zoho Cloud team. Should you…Read more
18 November 2023
Summary details of the current build release information for ManageEngine ADManager Plus. Scroll the above to view more release details. Download the latest service packs…Read more
16 November 2023
Summary details of the current Build Release information for ManageEngine Endpoint Central. Note: Desktop Central changing its name to Endpoint Central will not affect the…Read more