Notify By field

The Notify By field specifies how to contact the person or customer who initiated an interaction. If the interaction record is associated with another record, the information in the Notify By field affects how the interaction record is closed. For example, if you associate an incident record to an interaction record, the related interaction record closes according to the information in the Notify By field when the incident record is closed.

Notify By setting Description
None The interaction record closes.
E-mail Service Manager sends an email to the contact who is listed in the interaction record to inform the contact that the related record is closed. Service Manager then closes the interaction record.
Telephone

The contact who is listed in the interaction record is called back to be informed that the related record is resolved.

Note In Service Manager Codeless, you can configure HTML Rulesets from the workflow to send notifications as needed.

Related topics

Service Desk overview
What is a Service Desk interaction?
Affected CI field in Service Desk
Service Desk interaction list
What is a category?
Out-of-box Service Desk categories
Required actions