App Notification

The App Notification tab enables you to view and edit the default email templates as per the requirement. These are used to send automatic responses to the recipients when an event is triggered. You can also activate or deactivate them if not required.

Here, you can do the following tasks:

• Configure the Email header and footer using Email Settings.

• Filter the templates based on their status.
• Enable/Disable Email Template
• Edit Email Template
• Insert Placeholders in the subject and body to display specific text instead of the generic text.

Enable/Disable

To enable or disable the email template, If disabled, click the grey icon in the Enabled column. It turns green and the email template gets enabled.

If enabled, click again the green icon, and the template gets disabled. Its color will turn to grey as shown below. Here, email templates are used from the Request module.

Similarly, you can enable or disable the email templates for all the modules displayed in the tab.

Editing the Email Template

To edit the content of the email template, click the Edit icon, and the page appears. For example: Click on the Edit icon next to the 'Notify Requester when new Request is Created' email template and the page opens as shown below.

Here, you can do the following:

• Activate: You can activate or deactivate the email template.
• Notify CC User: You can activate or deactivate the notification for the users in CC.
• Edit Subject: You can edit the subject and insert placeholders.
• Edit Content: You can edit the email body and add placeholders as per the requirement. Also, you can now enable or disable event notifications specifically for Email, Teams, WhatsApp , and Google Chat applications. A configuration audit entry will also appear when changing notification settings.

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The fields in the page may vary as per the module and template selected.

Inserting Placeholders

To insert the placeholders,

Click the blue link on the right-corner, and select the required field. Once clicked, the placeholder gets added in the subject as shown below.

By default, all the templates have necessary placeholders available to provide request specific information. You can add more based on the recommendations from the technicians.

To add or remove a tag, edit the desired template, and use the Insert Placeholder link.

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You can only use the placeholders available in the list and cannot create new ones.

Using the placeholder you can also replace the link used for viewing/approving/rejecting approval with the email. For this, replace the "Approval Approve/Reject Button" placeholders with the following email placeholders in the Email notification content:

• approval.approve.mail
• approval.reject.mail

Prerequisite: Outgoing and Incoming Email Servers should be configured.

For example, the Event notification "Notify Approver When Approval is Created" is used here.

On clicking the Approve or Reject button in the above Approval email, you will be redirected to the email client from which you can send the Approval email to ServiceOps. Also, you can add a note above the command, which will be added to the ticket.

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Requests can be reopened or closed from notifications sent via Email or Microsoft Teams,

• If only single user who is Requester/creator (Requester ONLY) of Ticket, is added as a recipient, then the URL Link for Reopen/Close will be provided.
• If multiple users are added, the placeholder will not be resolved and URL Link will not be provided.
• If any event notification having Reopen/Close placeholder and Notify CC user flag as enabled, then also the Placeholder will not be resolved and URL Link will not be provided.

Manage Subscribers

The Manage Subscribers section allows you to specify who will receive email notifications when a particular event is triggered. You can choose one or more recipient categories:

• Managed By User – The user responsible for managing the asset.
• Managed By Group Users – All users in the group that manages the asset.
• Asset Group Owner – The owner of the asset’s assigned group.
• Asset Group Emails – Email addresses configured for the asset’s group.
• Allocated User – The user to whom the asset is currently allocated.
• Technicians – Specific technicians selected from the list.
• Emails – Additional email addresses entered manually.

Example: When an asset is allocated, notifications will be sent to all recipients selected in Manage Subscribers, ensuring the right people are informed promptly.

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This feature is available in modules such as Asset, Asset Update, CMDB, Asset Assignment, CI Assignment, Contract, Knowledge, Incident Schedule, and Task Schedule.

Placeholder Configuration

The Placeholder Configuration feature allows you to customize the details shown in an event notification email by adding additional asset-related columns to a placeholder.

By default, only a limited set of asset details are displayed when you use placeholders like {#assetDetails#} in the email template.

Using Placeholder Configuration, you can select more columns (e.g., Asset ID, Asset Name, Asset Type, Location, IP Address, etc.) to be included in the notification.

Once configured, the placeholder will automatically display the selected columns in the email content whenever the event is triggered.

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This feature is available in the Asset Movement module for Email and Teams application only.

How it works:

1. Click Add Placeholder Configuration.
2. Select the required placeholder from the dropdown. By default, it displays limited details.
3. To add more, click the Select Columns button and a pop-up appears, choose the fields you want to display.
4. Click Select to save your choices.

The {#assetDetails#} placeholder in your email will now include these selected fields.

Example: If you add Asset ID, Asset Name, Asset Type, Barcode, Asset Status, Asset Description, and Asset Tags to the placeholder configuration, the notification email will show all these details whenever an Asset Movement Approval is created as shown below.

Configuration

The Configuration option lets you define which hardware components/properties will be monitored for changes. Whenever a selected component/property is added, updated, or deleted, the system detects the change, triggers the event, and sends a notification to the stakeholders configured in Manage Subscribers.

Example:

If a new RAM is added to an asset, the hardware change detection event is triggered, and notifications are sent to all selected recipients (e.g., Managed By User, Managed By Group Users).

Key Points:

• Monitors component/property changes for Add, Update, and Delete actions.
• Stakeholders are notified immediately upon detection.
• Fully configurable to track only selected components.

Availability:

The Configuration option is available for the following modules and notifications:

• Asset: Notify Subscribers upon USB Device Detection
• Asset & CMDB: Notify Subscribers When Hardware Change Detects

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From v8.7.1 onwards, the 'Notify Subscribers When Hardware Change Detects' event notification in the Asset and CMDB modules is disabled by default, requiring manual enablement after an upgrade or new installation to receive alerts.

Notification Schedule

The Notification Schedule section allows you to define when and how often reminder notifications should be sent before a specific event date.

• Notify Before (Days): Specifies how many days in advance the first notification should be sent before the event date.
• Notify Interval (Days): Defines the gap (in days) between consecutive notifications until the event date is reached.

Example:

• Notify Before: 2 days – The first reminder will be sent 2 days before the expected return date of the asset.
• Notify Interval: 2 days – After the first reminder, another notification will be sent every 2 days until the due date.

Use Case: In the example, this is used for “Notify Requester about Expected Return of Assets on Movement”. The requester will receive repeated reminders before the return date, ensuring timely return of repaired or moved assets.

Availability:

The Notification Schedule option is available for the following modules and notifications:

• Asset Movement: Notify Requester about Expected Return of Assets on Movement
• User: User password is about to expire
• Contract: Notify when Contract is about to Expire before days