Notifications

Table of contents

Octopus User

Each Octopus user can define his own notification preferences. There are two ways to access it:

  • Go to the File > My notification preferences menu.
  • Open the user file with the File > Modify my profile menu, and click the Modify my notification preferences action from the Action 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 the Octopus Users list.
  • Select the Octopus user and click the Modify notification preferences action in the left side menu. This action can only be done one user at a time.
  • Note that these preferences can be changed again by the Octopus user if he has the rights to modify his profile.

Notification Types

There are four notification types: 

  • Email
  • Popup
  • List
  • No notification

Octopus users can choose, according to their taste, how to be notified for each basic Octopus event. Only one notification choice is possible per event.

Visual explanation

How to choose notifications options

From Octopus, go to File > My notifications preferences, the window will appear. 

Choose the situation that will trigger a notification in the Event field. Each event from the list is a potential notification. By default, Octopus has already made notification choices based on best practices.

Go through the list and select desired the notifications types. It is not required to do OK each time, choose the type for a notification and go back to the Event field to do the next until the list has been reviewed. 

Visual explanation



Example of an email




Example of a popup


Example of a list



My pending notifications

This option, accessible from File > My pending notifications will bring up the window of notifications by list. It can also be accessed with CRTL+F12. 

One of the advantages of this notification type is that you can open a request from the list by double-clicking it. It will also remove the notification from the list. 

The list can be closed to get back to it later on. The rest of the notifications will remain available in the list until the element is accessed from the list or marked as read. 

Mark a notification as read

Here are the different ways to mark a notification as read: 

  • Double-click a notification.
  • Select a notification and click on the Mark as read button. 
  • Use CRTL+click to select multiple notifications and click on the Mark as read button.  
  • Use MAJ+click to select multiple subsequent notifications and click on the Mark as read button.  
  • Use CRTL+A to select all notifications and click on the Mark as read button.  
Visual explanation


Notification Description

Event

Description Scope
Requests
Assignment or activity sent to an unavailable person

Sent to all the members of a group when a request is assigned to an unavailable person, or when an activity is added to a request assigned to an unavailable person

The system will use the proper template according to the notification to be sent

 Group
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

Approval task refused on a request in process 

 Sent to the assignee when an approval task is refused in an ongoing service request. This notification allows the assignee to intervene following an approval rejection, when it is not for an initial approval task.   Single person
Activities

New activity added to all requests/tasks 

Sent when an activity is added to a request part of any group the assignee is a member of.

Adding this notification should be used in precise situations as it will create lots of notifications, therefore it is not recommended to activate it by default. 
 Group
New activity added to an unassigned request/task  Sent to all group members to which the request or task has been assigned to once an activity is added.

The notification will not be sent if the request or task is assigned to an assignee.
Group
New activity added to a request/task assigned to me  Sent to the assignee of a request or a task when an activity is added.  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 of a request or a task when an activity is added. Single person
Error notification

The system has detected a Cyclic Relationship error type: for a "Required to operate" CI

 Group
Contract

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 that you have set a reminder for.  Single person
SLA
Octopus can inform you when incidents and SR are about to be late or already late. You can manage the warning level of SLA from the menuTools > 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
 
Response SLA – Breach W hen you subscribe to this notification, as soon as an incident/SR is assigned to a group to which you are a member of, you will be notified once the response SLA will have breached its service level agreement (SLA). 

Please note that the response SLA option can only by activated by the Octopus support center. 
Special: See additional options below  

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.

Regular User

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

Event Description Scope

Incident creation 

Sent to "Requested by" and "User" when an incident is created (by Web, email, or help desk).  End-user
(or customer) )

Beginning of work 

Send to "Requested by" and "User" when an incident is marked In Process(status is change to Take assignment). 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) 
X
Help us improve our articles








Help us improve our articles