Электронная почта (email)

Email

The RR Tech Service Management (R-Service) system has the ability to automatically send notifications (emails) by e-mail, through which individuals receive information about important updates.

Please note: this feature implies the need to configure spam filters. They should “know” that the mail servers of the RR Tech Service Management (R-Service) system have the right to send emails on behalf of your organization. To do this, you need to update the SPF record for your organization’s domain. For more information, see Sender’s Security Policy (SPF - Sender Policy Framework).

Each notification created by the RR Tech Service Management (R-Service) system uses its own email template, which is configured and translated if necessary. The template style is configured in the email design (mail) section.

The options for email templates are listed below.

New user

This email is sent to the user when they are granted access to the RR Tech Service Management (R-Service) system. A link is added to the body of the email to set a password that the user will use to log in later.

This email is sent in the following cases:

• after registering a new account, a person with one or more roles;
• after assigning one or more roles to a person who did not have roles.

The password has been changed

This email is sent to the user when his password is changed.

The main email address has been changed

This email is sent to the user’s former primary email address and to the new address when it is changed.

Access is blocked

The user receives this email if someone tried to use his email address to log into the R-Service system and made too many unsuccessful login attempts.

Get access

An email is sent to the user after he enters the email address using the “Get access” option and his main address matches the specified one. A password setting link is added to the body of the email, where the user can create their own password.

The email for creating the request was rejected

If the space does not allow incoming emails to create requests, then this email is sent as a response after receiving the incoming email.

The email was rejected

This email is sent as a reply if an incoming email received from an unknown sender is rejected.

Email Address Confirmation

This email is sent if the user needs to verify their email address .

The email address has been confirmed

This email is sent if the user has successfully verified their email address .

Enable two-factor authentication

This email is sent if the user needs to enable two-factor authentication.

Two-factor authentication is enabled

This email is sent if the user enables two-factor authentication.

Two-factor authentication is disabled

This email is sent if the user disables two-factor authentication.

Two-factor authentication recovery code was used

This email is sent if the user logs into the R-Service system using a two-factor authentication recovery code.

Access to the application is allowed

This email is sent if the user allows the application to use their access to the R-Service system.

Access to the app has been revoked

This email is sent if the user revokes the application’s permission to use their access to the R-Service system.

New request

This email is sent to the person who created the new request. This email will not be sent if the status of the new request is “Pending action from the client” or “Completed”.

New request for another person

This email is sent to the person for whom the new request was created. This letter is not it is sent if the person who created the request matches the person for whom the request was created. The email is also not sent if the status of the new request is “Awaiting action from the client” or “Completed”.

The request status has been changed to “Awaiting action from the client”

This email is sent to the person for whom the request was created if the request status is changed to “Awaiting action from the client”. This email is not being sent to the person on whose behalf the request was created.

The desired deadline for completing the request has been set

This email is sent to the person for whom the request was created if the desired completion date is set, updated, or deleted for the request. This email is not being sent to the person on whose behalf the request was created.

Request status changed to “Completed”

This email is sent to the initiator if the request status is set to “Completed” or if a comment is added to the completed request. If the request was sent on behalf of another person, that person also receives this email.

The request is assigned to the team

This email is received by the team coordinator when assigning a request to his team (provided that the field “Member” is not filled in). This email is sent to each team member if they do not have a coordinator.

The request is assigned to the member

This email is received by the person who is being assigned the request.

The purpose of the request has been changed

This email is received by the person when the request assignment that was originally assigned to this person is changed.

Comment added to the request

This email is sent if a comment is added to the request that was created by the wrong person to whom the request was assigned.

The person was mentioned in the comment to the request

This email is sent to the person mentioned in the comment on the request.

The initiator of the request (Requester) is not satisfied

This email is sent to each member of the Service Desk team and its manager if the initiator informs them that they are not satisfied with the request.

The status of a significant incident has been changed

This email is sent to significant incident managers when the status of a significant incident is changed for a request.

Changed the problem manager

This email is sent to the previous and new problem managers after the problem is referred to the new manager.

The problem is assigned to the team

This email is received by the team coordinator when assigning a problem to his team (provided that the field “Member” is not filled in). This email is sent to each team member if they do not have a coordinator.

The problem is assigned to a member

This email is received by the person who is assigned the problem.

The problem’s purpose has been changed

This email is received by the person when the assignment of the problem that was originally assigned to this person is changed.

The problem status has been changed to “Resolved”

This email is sent to the problem manager after the problem status is changed to “Resolved” upon successful completion of the related workflow.

A comment has been added to the problem

This email is sent if a comment is added to the problem that was created by the wrong person to whom the problem was assigned.

The person mentioned in the problem comment

This email is being sent to the person mentioned in the problem comment.

Workflow added to the release

The release manager receives this email after someone adds a workflow to one of his releases.

Workflow removed from release

The release manager receives this email after someone deletes the workflow from his release.

Release status changed to “Progress suspended”

The release manager receives this email if the status of one of his releases is changed by someone to “Progress suspended”.

The release manager has been changed

This email is sent to the previous and new release managers after the release is transferred to the new manager.

A comment has been added to the release

This email is sent to the manager in case a comment created by someone other than the manager is added to the release.

The person mentioned in the release comment

This email is being sent to the person mentioned in the release comment.

New workflow

This email is sent to the manager if a new workflow is created by anyone other than the manager.

Workflow status changed to “Progress suspended”

The workflow manager receives this email if the status of one of his workflows is changed by someone to “Progress suspended”.

The workflow manager has been changed

This email is sent to the previous and new workflow managers after the workflow is transferred to the new manager.

A comment has been added to the workflow

This email is sent to the manager if a comment is added to the workflow by someone other than the manager.

The person is mentioned in the workflow comment

This email is sent to the person mentioned in the workflow comment .

The task is assigned to the team

This email is received by the team coordinator when assigning a task to his team (provided that the field “Member” is not filled in). This email is sent to each team member if they do not have a coordinator.

The task is assigned to the member

This email is received by the person who is assigned the task.

The task is assigned to the coordinator

This letter is received by the person who is assigned the approval task.

Task assignment changed

This email is received by the person when the assignment of the task that was originally assigned to this person is changed.

A comment has been added to the problem

This email is sent if a comment is added to the task that was created by the wrong person to whom the task was assigned.

The person is mentioned in the problem comment

This email is sent to the person mentioned in the problem comment.

New project

This email is sent to the manager if a new project is being created by anyone other than the manager.

Project status changed to “Progress suspended”

The project manager receives this email if the status of one of his projects is changed by someone to “Progress suspended”.

The project manager has been changed

This email is sent to the previous and new project managers after the transfer of the project to the new manager.

A comment has been added to the project

This email is sent to the manager if a comment is added to the project by someone other than the manager.

The person is mentioned in the comments to the project

This email is sent to the person mentioned in the project comment.

The project task is assigned to the team

This email is received by the team coordinator when assigning a project task to his team (provided that it is not assigned to a specific person). This email is sent to each team member if they do not have a coordinator.

Assignment of a project task

This email is received by the person who is assigned the project task.

The project task is assigned to the approving person

This letter is received by the person who is assigned the task of approving the project.

The assignment of the project task has been changed

This email is received by a person when the assignment of a project task that was originally assigned to this person is changed.

A comment has been added to the project task

This email is sent if a comment is added to a project task that was created by the wrong person to whom the project task was assigned.

The person is mentioned in the project task comment

This email is sent to the person mentioned in the project task comment.

The control stage has been reached

This email is sent to the project manager after reaching the milestone within the deadline.

The control stage was skipped

This email is sent to the project manager if the milestone is not reached within the deadline.

A new risk

This email is sent to the manager if a new risk is created by anyone other than the manager.

The risk manager has been changed

This email is sent to the previous and new risk managers after the transfer of the risk to the new manager.

A comment has been added to the risk

This email is sent to the manager if a comment is added to the risk by someone other than the manager.

The person mentioned in the risk comment

This email is sent to the person mentioned in the risk comment.

The status of the service level agreement (SLA) has been changed to “Active”

This email is received by the Service level manager and the representative of the customer of the Service Level agreement (SLA) when the service level agreement (SLA) becomes effective.

The status of the service level agreement (SLA) has been changed to “Expired”

This letter is received by the Service level manager and the representative of the customer of the Service level agreement (SLA) after the expiration of the service level agreement (SLA).

The status of the First Line of Support Agreement (FLSA) is set to “Active”

This email is received by the Service Desk Manager and the representative of the customer who entered into the First Line of Support Agreement (FLSA) when the First Line of Support Agreement (FLSA) becomes effective.

The status of the First Line of Support Agreement (FLSA) is set to “Expired”

This email is received by the Service Desk Manager and the representative of the customer who entered into the First Line of Support Agreement (FLSA) after the expiration of the First Line of Support Agreement (FLSA).

The contract status is set to “Active”

This letter is received by the customer’s representative at the beginning of the contract.

The contract status is set to “Expired”

This letter is received by the customer’s representative after the expiration of the contract.

The date of notification of the agreement/contract is approaching

This email is received by the customer’s representative of the Service Level Agreement (SLA), First Line Support Agreement (FLSA), or contract as the notification date approaches. The email is sent 28 days, 7 days, 3 days and 1 day before the notification date.

The expiration date of the agreement/contract is approaching

This email is received by the customer’s representative (in the case of a first-line support agreement (FLSA), Service level agreement (SLA), or contract), Service Level Manager (in the case of a service level agreement (SLA)), and Service Desk Manager (in the case of a first-line support agreement (FLSA)) when the expiration date of the agreement or contract is approaching. The email is sent 28 days, 7 days, 3 days and 1 day before the expiration date.

The license certificate expiration date is approaching

This email is received by the configuration manager of the support team of the configuration item (CI) that has a temporary license certificate when the certificate expires. If no configuration manager has been specified for the support team, this email is sent to all members of the support team who have the role of configuration manager in the space in which this team is registered. The email is sent 28 days, 7 days, 3 days and 1 day before the expiration date.

A personal token has been created

The person receives this email when creating a new personal token.

The token has been added to personal tokens

A person receives this email if they add a token to one of their personal tokens.

The token is enabled for a personal token

A person receives this letter when they activate a token for one of their personal tokens.

The token is disabled for a personal token

A person receives this email when they disable a token for one of their personal tokens.

The token was deleted from the personal token

A person receives this email when they delete a token from their personal token.

Last week is incomplete

This email is sent at the end of the week to individuals belonging to an organization with activated timesheet settings, if the timesheet records of these individuals do not account for 100% of the organization’s working week.

The watch list item has been updated

This email is sent when an entry in the watch list is updated.

The massive update is complete

This email is sent at the end of the massive update of the records.

PDF created

This email is sent after the creation of the PDF document to the person who initiated its creation.

Booking confirmed

This email is sent to the initiator when one of his bookings is confirmed.

Booking changed

This email is sent to the initiator when one of his bookings is changed.

Booking cancelled

This email is sent to the initiator upon cancellation of his reservation.