Communication Templates and Automatic Notifications
The Incidents application provides predefined communication templates that you can use when sending a communication to other users. Communications that use predefined templates are automatically sent to the Reported By and Affected Person users shown on the incident record when certain conditions occur, such as a change in the status of the incident.
The following table lists the predefined communication templates provided for the Incidents application. Each template is identified by a template name and title. The names and titles of the predefined communication templates are displayed in the list of available templates when you manually create a communication using a template.
If a template is used in an automatic communication, the Automatic Notification column describes the condition under which the notification is sent. The Escalation column lists the predefined escalation that triggers the notification. The predefined escalations are run once a day. Your administrator can make changes to the automatic notification behavior provided with the product by modifying or removing the associated escalations. For example, the ESCINCCLS10 escalation, which triggers a notification 10 days after an incident is resolved, can be re-configured to a different number of days.
The predefined templates that are used in automatic notifications include the primary e-mail addresses of the Reported By and Affected Person users in the To: field of the template. If you manually create a communication using one of these templates, you can change these addresses to specify a different recipient or recipients.
| Template name | Template title | Template description | Automatic notification | Escalation |
|---|---|---|---|---|
| CTINCNEW | Incident has been created | Notifies the recipients that an incident record has been created. The e-mail message includes the current status of the incident and the internal priority. | This communication is automatically sent to the Reported By and Affected Person users within one day after an incident is opened. | ESCINCNEW |
| CTINCRES | Incident is resolved | Notifies the recipients that the incident has been resolved. The e-mail message includes the reported date of the incident, classification, description, and solution details. | This communication is automatically sent to the Reported By and Affected Person users within one day after the incident status changes to RESOLVED. | ESCINCRES |
| CTINCCLS | Incident is closed | Notifies the recipients that the incident has been closed. The e-mail message includes the reported date of the incident, classification, description, and solution details. | This communication is automatically sent to the Reported By and Affected Person users within one day after the incident status changes to CLOSED. | ESCINCLS |
| CTINCCLS10 | Incident is closed | This template is the same as the CTINCCLS template, but the conditions for automatic notification are different. | After an incident has been in RESOLVED status
for 10 or more days, the incident is automatically changed to CLOSED
status and this communication is sent to the Reported By and Affected
Person users within one day after the incident is closed. The ESCINCCLS and ESCINCCLS10 escalations are coordinated so that only one notification is sent in case of a conflict. |
ESCINCCLS10 |
| CTINCASN | Incident is assigned | Notifies all members of an owner group that a new incident has been assigned to the group and encourages anyone in the group to take ownership. The e-mail message includes the incident name, description, internal priority, affected person, and reported date. | The logged-in user must create a communication to send this e-mail notification. It is not automatic. | none |
| PMINCSOL | A solution has been recommended for resolving the incident | Notifies the recipients of a recommended solution for resolving the incident. The e-mail message includes the incident name, summary, details, the symptom, the cause and the resolution. | The logged-in user must create a communication to send this e-mail notification. It is not automatic. | none |