Creating a subscription to notify the affected user upon the creation of an incident
Many IT departments often hear that they need to improve their information flow to the end users during the life cycle of a work item. To improve this, we can create subscriptions or workflows to automatically send e-mail notifications when working with work items, such as an incident. Subscriptions and workflows can be triggered when a work item fulfills a criterion. For instance, this could be when the status if an incident changes from Active to Resolved, or when the Escalated checkbox is checked.
Getting ready
In order to send outgoing mails from SCSM, you need to configure a notification channel. If you haven't done so, follow these steps:
Open the Service Manager Console and go to the Administration workspace.
Expand Notifications and select Channels.
Double-click on the E-mail Notification Channel to open the properties.
Enable e-mail notifications by checking the Enable e-mail notifications checkbox.
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