WiscIT - Common Automatic Emails Sent from Incidents and Service Requests

This document catalogues the emails that get sent automatically from WiscIT incidents and service requests.


Emails To Customers:

Email Type

Trigger

Subject

Notes

Notification of ticket resolution 

Incident set to “Resolved”

DoIT Help Desk needs your feedback Incident! 2614217 has been resolved! 


Notification of ticket creation (portal ticket)

When a new ticket is created in the WiscIT customer portal

2614217 DUO Reactivation: Troubleshoot


Notification of ticket creation (email ticket)

When a ticket is created via a WiscIT monitored email account

DoIT Case 2614217 has been created - DUO Reactivation

Varies based on which WiscIT-monitored account created the ticket

Notification of ticket creation (manually created)

When a ticket is created by a DoIT Employee and set to the status “troubleshoot”

Incident 2614217 has been created  {CMI: BADGER3979089}

There is a five minute delay on the email after the status is set to “Troubleshoot”.


Emails To Technologists:

Email Type

Trigger

Subject

Notes

Incident stakeholder notification - status change 

Ticket status changed

Stakeholder Notification - Status Change 2614217  (Pending)

Sent to incident stakeholders only. See WiscIT - Stakeholders for more info.

Incident stakeholder notification - journal note

Journal note added to existing ticket

Stakeholder Notification - New Journal on 2614217  {CMI: BADGER3979100}

Sent to incident stakeholders only. See WiscIT - Stakeholders for more info.


Incident stakeholder notification - new email

Email added to existing ticket

Stakeholder Notification - New Mail on 2614217

Sent to incident stakeholders only. See WiscIT - Stakeholders for more info.

Notify owned by of incoming journal note

Journal Added to existing case

Incident 2614217 has new Journal notes.

Sends to the owner if owned by an individual. Sends to team if no owner

Notify owned-by team of escalated case

Ticket assigned to a new team

Troubleshoot incident 2614217 escalated to WiscIT Team


Notify owned by of incoming email

New email added to existing ticket

 2614217 has been updated via email


Technologist ticket assignment notification

Ticket assigned to individual

You have been assigned ownership of Incident 2614217



*Note that this does not catalogue every email sent automatically from WiscIT*





Keywords:WiscIT , Stakeholder Emails, Customer Emails   Doc ID:105252
Owner:Kacee H.Group:WiscIT - Wisconsin IT Service Manager
Created:2020-08-24 17:48 CSTUpdated:2020-08-27 13:40 CST
Sites:WiscIT - Wisconsin IT Service Manager
Feedback:  0   0