Workspace Email Notification Rules for outgoing emails are configured by selecting Administration
| Workspace, then clicking the Mail
Preferences link in the General
section of the main frame.
This section allows you to choose the criteria for email
notification sent to users regarding their Issues. It is split into
three sections: Assignees,Customers and CCs.
Different rules for email notification can be defined for each group.
For example, you may want email notification sent to the Agent assigned
to an Issue for all statuses, but you may only want email notification
to go to the customer who submitted the Issue when it is opened and when
it is closed.
For each of the two categories, the options include:
Never
send mail—No notification email is ever sent automatically.
Send mail only for creation—Notification email is automatically sent on creation of a new Issue only.
Always
send mail for every creation/edit—Email
is sent to all assignees for each change to an Issue.
Send mail only for Issues with the following Priorities and/or Statuses—The lists of priorities
and statuses is expanded, allowing the user to select one or more in each
category. In
addition, boolean operators AND and
OR are supported.
Priority—Mail is only
sent to the assignees/CCs when the Issue's priority falls into the range
chosen here.
Status—Mail is only
sent to the assignees/CCs when the Issue's status matches one of the statuses
defined here. Multiple statuses can be selected (hold down the CTRL
key to highlight multiple statuses).
Note
The email notification rules selected here can be overridden
for a particular Issue by the Agent assigned to that Issue (upon manual
edit). These are simply defaults.
In addition to the rules specified above, three other
rules can be defined:
Send
Email Notification for Every Issue—Email
addresses entered here receive email notification for every change to
every Issue in the current Workspace, i.e., any time any Issue is created
or edited in any way. This is in addition to the criteria chosen
above. Multiple email addresses should be separated by a space. If an agent account is removed but that Agent's address is still in this list, that Agent's address will continue to receive emails from FootPrints.
Note
The email format used for this feature is that chosen for
assignees under Contents
of Mail.
New
Customer Request Notification—You can exclude email responses for customer requests or, alternatively, send email
notification to one or more Workspace members whenever a customer
submits a new Request. To prohibit email from being sent when customer requests are submitted, select the Don't send email for each new Customer Request radio button. To enable notification, choose Send email to the following users for each new customer Request submitted radio button and highlight the user's name
in the list. Hold down the CTRL
key to highlight multiple users. If an agent's account is removed, you must also remove that agent from this list in order to stop the sending of customer request notifications.
Note
The email format used for this feature is that chosen for
assignees under Contents
of Mail.
Creating
Solutions from Issues—When a new
Solution is created from an existing Issue, users associated with the
originating Issue are emailed by default. If Don't
send mail to addresses from original Issue is selected, these users
are not copied on the Solution.
Append GMT offset to timestamps—Enable this feature to show the Greenwich Mean Time offset to the timestamp in the email.
After you finish updating the Mail
Preferences page, you must enter your password and click GO to activate the changes.