Search for	Example	Results
A single word	`cat`	Topics that contain the word "cat". You will also find its grammatical variations, such as "cats".
A phrase. You can specify that the search results contain a specific phrase.	`"cat food"` (quotation marks)	Topics that contain the literal phrase "cat food" and all its grammatical variations. Without the quotation marks, the query is equivalent to specifying an OR operator, which finds topics with one of the individual words instead of the phrase.

Search for	Operator	Example
Two or more words in the same topic	`AND` `and` `+` (plus symbol) `&` (ampersand)	`cat AND dog` `"cat food"+milk` `"cat food"&"dog food"`
Either word in a topic	`OR` `or` `\|` (pipe)	`cat OR dog` `cat \| dog`
Topics that do not contain a specific word or phrase	`NOT` `not` `!` (exclamation point)	`NOT cat` `! dog`
Topics that contain one string and do not contain another	`^` (caret)	`cat ^ mouse`
A combination of search types	`( )` parentheses	`cat + (dog \| mouse)` `cat \| dog + (! mouse)`

Service Management

You are here: Run > Service Request Management > Service Request Management workflow > Service request notification rules

Service request notification rules

Service Management sends an email notification to designated users when a business rule triggers a notification event. The following sections describe the notifications. The default business rules define the recipients according to the user or group identified in the service request record, but an administrator must first do the following:

Assign the appropriate Service Request Management roles to the named users
Populate groups with users who also have the appropriate roles to add, change, or update service requests.

New request

Template	Recipients	Content	Notes
Template definition for create request	Requested for person Requested by person	Request title ID	No parent request, and email integration is off.
Template definition for request creation with email integration	Requested for person Requested by person	Request title ID Related knowledge (with DisplayLabel) 'Add a comment' mailto link	Request is private or confidential, there is no parent request, and email integration is enabled.
Template definition for public request creation with email integration	Requested for person Requested by person	Request title ID Related knowledge 'Add a comment' mailto link 'Mark as solved' link	Request is public, there is no parent request, and email integration is enabled.
Template definition for request creation with email integration and public option	Requested for person Requested by person	Request title ID 'Share this request' mailto link Related knowledge 'Add a comment' mailto link 'Mark as solved' link	Request can be made public, there is no parent request, and email integration is enabled.

User abandons a chat

Template	Recipients	Content	Notes
Notification template for abandoned chat	Requested for person Requested by person	Request title ID	Chat status changes from pending to abandoned.

Request assigned

Template	Recipients	Content	Notes
Template definition for open request	Requested for person Requested by person	Request title ID Assignee	When assignee is set or changed.

Request approved

Template	Recipients	Content	Notes
Template definition for approve request	Requested for person Requested by person	Request title ID	Confirmation of approval status.

Request denied

Template	Recipients	Content	Notes
Template definition for deny request	Requested for person Requested by person	Request title ID	Confirmation of approval status.

Solution provided

Template	Recipients	Content	Notes
Template definition for sending solution and completion code	Requested for person Requested by person	Request title ID Solution 'Accept' link 'Add a comment' link	Confirmation of solution. Does not contain email integration actions.
Template definition for sending solution and completion code with email integration	Requested for person Requested by person	Solution 'Accept' mailto link 'Reject' mailto link Link to request tracking page on Service Portal	Confirmation of solution when email integration is enabled.
Template definition for sending solution to followers	Request followers	Request title ID Solution	Confirmation of solution to followers.
Template definition for sending solution to followers when solution is provided by social	Request followers	Request title ID Solution 'Resolved by person' avatar	Confirmation of solution to followers, where solution provided by a follower.

SLT breach: initial review

Template	Recipients	Content	Notes
For 50%, 75%, and 90%: Notification template for Service Level Target duration elapsed by n percent For 100%: Notification template for Service Level Target breaches	Assignee Assignment group	Request title ID Breached percent Service Category Priority Status Description SLT assigned group SLT target type SLA title SLT target date	Sent if duration of initial review SLT reaches: 50% 75% (not sent to Assignee) 90% (not sent to Assignee) 100% (not sent to Assignee)

Template

Recipients

Content

Notes

For 50%, 75%, and 90%:

Notification template for Service Level Target duration elapsed by n percent

For 100%:

Notification template for Service Level Target breaches

Assignee
Assignment group

Request title
ID
Breached percent
Service
Category
Priority
Status
Description
SLT assigned group
SLT target type
SLA title
SLT target date

Sent if duration of initial review SLT reaches:

50%
75% (not sent to Assignee)
90% (not sent to Assignee)
100% (not sent to Assignee)

SLT breach: resolution

Template	Recipients	Content	Notes
For 50%, 75%, and 90%: Notification template for Service Level Target duration elapsed by n percent For 100%: Notification template for Service Level Target breaches	Assignee Assignment group	Request title ID Breached percent Service Category Priority Status Description SLT assigned group SLT target type SLA title SLT target date	Sent if duration of resolution phase SLT reaches: 50% 75% (not sent to Assignee) 90% (not sent to Assignee) 100% (not sent to Assignee)

Template

Recipients

Content

Notes

For 50%, 75%, and 90%:

Notification template for Service Level Target duration elapsed by n percent

For 100%:

Notification template for Service Level Target breaches

Assignee
Assignment group

Request title
ID
Breached percent
Service
Category
Priority
Status
Description
SLT assigned group
SLT target type
SLA title
SLT target date

Sent if duration of resolution phase SLT reaches:

50%
75% (not sent to Assignee)
90% (not sent to Assignee)
100% (not sent to Assignee)

SLT breach: OLA

Template	Recipients	Content	Notes
For 50%, 75%, and 90%: Notification template for OLA/UC duration elapsed by n percent For 100%: Notification template for OLA/UC breaches	Assignee Assignment group	Request title ID Breached percent Service Category Priority Status Description SLT assigned group SLT target type SLA title SLT target date	Sent if OLA target duration reaches: 50% 75% (not sent to Assignee) 90% (not sent to Assignee) 100% (not sent to Assignee)

Template

Recipients

Content

Notes

For 50%, 75%, and 90%:

Notification template for OLA/UC duration elapsed by n percent

For 100%:

Notification template for OLA/UC breaches

Assignee
Assignment group

Request title
ID
Breached percent
Service
Category
Priority
Status
Description
SLT assigned group
SLT target type
SLA title
SLT target date

Sent if OLA target duration reaches:

50%
75% (not sent to Assignee)
90% (not sent to Assignee)
100% (not sent to Assignee)

SLT breach: fulfillment

Template	Recipients	Content	Notes
For 50%, 75%, and 90%: Notification template for Service Level Target duration elapsed by n percent For 100%: Notification template for Service Level Target breaches	Assignee Assignment group	Request title ID Service Category Priority Status Description SLT assigned group SLT target type Requested offering SLT target date	Sent when fulfillment SLT reaches: 50% 75% (not sent to Assignee) 90% (not sent to Assignee) 100% (not sent to Assignee)

Template

Recipients

Content

Notes

For 50%, 75%, and 90%:

Notification template for Service Level Target duration elapsed by n percent

For 100%:

Notification template for Service Level Target breaches

Assignee
Assignment group

Request title
ID
Service
Category
Priority
Status
Description
SLT assigned group
SLT target type
Requested offering
SLT target date

Sent when fulfillment SLT reaches:

50%
75% (not sent to Assignee)
90% (not sent to Assignee)
100% (not sent to Assignee)

Comment added

Template	Recipients	Content	Notes
New comment added, with anonymous agent details	Requested for person Requested by person Assignee Followers	Request title ID Last three comments with avatars 'Join discussion' link 'View request' link	Confirmation of new comment.
Notification template for add comment by requestor with email integration	Requested for person Requested by person	Request title ID Link to request tracking page on Service Portal Last three comments with avatars 'Add a comment' mailto link 'Mark as solved' link	Confirmation of new comment when email integration is enabled.
Notification template for add comment to followers with email integration	Assignee Followers	Request title ID Link to request tracking page on Service Portal Last three comments with avatars 'Add a comment' mailto link	Confirmation of new comment when the request is public, and email integration is enabled.
Template definition for request more information with email integration	Requested for person Requested by person	Request title ID Comment with avatar 'Provide information' mailto link	Confirmation of new 'Request more information' type comment added.

For more information about customizing notification templates, see Notifications.

Notification rules and confidential requests

For confidential requests, notifications are not sent to users in the following cases:

If a user is the Requested for person, but not the Requested by person
If a user is not the Requested for person, nor the Requested by person, nor a member of the Service desk group
If a user is the Requested for person, and a member of the Service desk group, but is not the Requested by person

For more information, see Confidential requests.

Cart requests and notification rules

Until a cart request is approved, its child requests remain in the Log phase. However, Service Management may send notifications to users about the child requests.

Notifications are sent when the cart is approved or denied.