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Notification Type Definition

Modified: 2011/09/07 13:51 by cdutremble - Categorized as: General
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Octopus User

Each Octopus user can define his own notification preferences. There a two (2) ways to access it :

  • through the menu File > My notification preferences;
  • by opening his user form through the menu File > Modify my profile, and then clicking on action Modify my notification preferences in the left side menu.

You can also modify the notification preferences of another user, but you must have the Octopus Administration permission to do so:

  • access "Users" module and click on "Octopus Users" list
  • highlight the Octopus user and client on action Modify notification preferences in the left side menu (one user at a time)
  • note that these preferences can not be imposed and could be changed again by the Octopus user.

Event Description Scope
Incidents / SR
New incident Sent to all members of the incident's groups when an incident is created or when it is transferred to another group.

Not sent if incident/SR is assigned to an individual.

It is possible to specify from which priority the notification applies.		 Group
Assignment of an incident/SR Sent to the assignee when the incident is assigned to him. Single person
High priority incident/SR Sent to a manager when a high priority incident/SR is created or when the priority of an existing incident is modified to high. Single person
Incident resolved or closed by another user If an incident/SR has been resolved or closed by another user than the assignee, the assignee will be informed. Single person
Problems
New problem Sent to all members of the problem's groups when a problem is created or when it is transferred to another group. Not sent if the problem is assigned to an individual. Group
Assignment of problem
 Sent to the assignee when he is assigned to a problem. Single person
New known error When you subscribe to this notification, you will be informed when the 'known error' field of a specific problem is documented. All
Problem closed When you subscribe to this notification, you will be informed when a problem will be resolved (and closed). This notification is sent to everyone, regardless of the assigned group. All
Changes
Assignment of a change Sent to the assignee when he is assigned to a change. Single person
Tasks
New task Sent to all members of the task's group when a task is created and activated or when it is transferred to another group.

Not sent if the task is assigned to an individual or if it is not activated.		 Group
Assignment of task Sent to the assignee when he is assigned to an active task. Single person
Events
New event Sent to all members of the event's group when an event is created or when it is transferred to another group.

Not sent if the event is assigned to an individual.		 Group
Assignment of event Sent to the assignee when he is assigned to an event. Single person
Contracts
Service contract expiration When you subscribe to this notification, you will be informed "x" month(s) before service contract expiration.

You can configure the number of month from the menu Tools > Options > Emails to technicians.		 All
Lease contract expiration When you subscribe to this notification, you will be informed "x" month(s) before lease contract expiration.

You can configure the number of month from the menu Tools > Options > Emails to technicians.		 All
Meetings
Meeting invitation When you subscribe to this notification, you will be informed when you have been invited to a meeting. Single person
Meeting modification When you subscribe to this notification, you will be informed when a meeting will be modified. Single person
Reminder : Meeting When you subscribe to this notification, you will receive a reminder about a meeting you have been invited to. Single person
Reminders
Reminder When you subscribe to this notification, you will be informed, at the time, than you set a reminder. Single person
SLA
Octopus can inform you when incidents and SR are about to be late or already late. There are two (2) notices wawrning that the SLA will reach maturity shortly and a notification warning that the SLA is exceeded. You can manage the warning level of SLA from the menu Tools > Options > Service Level Agreement (SLA) section.
SLA - 1st warning reached When you subscribe to this notification, if an incident/SR is assigned to a group you belong, you will be informed when the first level delay specified by the Service Level Agreement is reached.

By default, the percentage of elapsed time notification is 50%.		 Group
SLA 2nd warning reached When you subscribe to this notification, if an incident/SR is assigned to a group you belong, you will be informed when the second level delay specified by the Service Level Agreement is reached.

By default, the percentage of elapsed time notification is 75%.		 Group
SLA breach When you subscribe to this notification, if an incident/SR is assigned to a group you belong, you will be informed when the maximum delay specified by the Service Level Agreement is reached. Group


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Additional options on the scope of SLA

It is possible to control to whom SLA notifications will be sent to. You can configure these options from the menu Tools > Options > Scope of SLA notifications.

When an incident/SR is assigned to an Octopus user, the notification may be sent to all members of the affected group or sent only to the Octopus user and group managers.

When an incident/SR is not assigned to an Octopus user, the notification may be sent to all members of the affected group or only to group managers.

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Regular User

Emails to users can be enabled and configured from the Tools menu > Options, Email to users section.

Event Detail Scope
Incident creation Sent to "Requested by" and "User" when incident is created (by web, email, or help desk). End-user
(or customer)
Beginning of work Send to "Requested by" and "User" when incident is marked In Process (status is change to Take assigment). End-user
(or customer)
Activity by email Send to "Requested by" and "User" when the activity of an incident is marked Public & email. End-user
(or customer)
Incident resolution Send to "Requested by" and "User" when the incident is resolved. End-user
(or customer)

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