► Service Desk Analyst Training ► Exercise 5

Understanding Notifications

Requesters receive automated email notifications from Xurrent when specific conditions are met. An email notification is sent to the requester when:

When a new request has been registered and its status is not “Waiting for Customer” or “Completed”.
When a request has been set to the status “Waiting for Customer”.
When a request has been set to the status “Completed”.
When the “Desired Completion Date” is set or modified (you will learn how to use the “Desired Completion Date” further on in this training).
When the requester is “Mentioned” in the note field.

You can look up which email notifications have been sent out for a request in the audit trail of this request. To open the audit trail, click on the Actions button and select the option “Audit Trail…”.

Thanks to these automated notifications you know that Doc Abercrombie, for whom you registered a new request in the previous exercise, has received a notification informing him that you need to know the label of the printer that has the paper jam.

Question:

Why does the first condition exclude new requests with the status “Waiting for Customer” or “Completed”?

Because the requester would otherwise receive two email notifications when a new request is saved with the status “Waiting for Customer” or “Completed”.

The following video provides an overview of the exercise:

Next Exercise