Email Notifications

Email notifications are automatically generated based on events that occur within an issue. When an event occurs, emails are sent to users based on the role they hold on the issue. This document goes over those notifications and how they can be modified within Issuetrak.

The Email Settings page controls several settings related to email notifications. See this article (particularly steps 10-14) for information on those settings

The "Email to Initiator" setting is toggled off by default. The reasoning behind this is that it is assumed that, as the initiator, you know about the action you took.

Outgoing Email must be enabled and configured properly in order for Email Notifications to appear in the Administration menu and operate as expected. You can learn how to enable Outgoing Email here.


 

Glossary

Before we go into information on configuring email notifications, we need to establish the basics of this feature.

Roles - A named user or member of a group on an issue. Roles are “who” Issuetrak sends email notifications to.; The roles that appear as options to receive email notifications are:

Role Description
All Task Assignees Owners of steps within the issue process/workflow.
Assignee Owner of the issue.
Enterer Person logging the issue into Issuetrak.
Next Action Secondary owner of the issue.
Submitter Person with the problem that the issue is for.
Default Used to set up pre-selected options when adding additional email notification lists.

Events - Actions that happen on an issue. Events trigger email notifications.

Default Email Distribution List - Defines which roles get notified on each event across all issues.

Email Distribution List - An additional set of email notifications beyond the default list that can be sent when issues contain specific information. Distribution Listsmay be defined at the Organization, Department, Location, Issue Type, Subtype, or Priority of the issue.


 

Issue-Based Distributions

Notifications can go out based on specific issue-related events.  You and your users may add notifications at the issue-level using Distribution List options within an issue record. For example, a sales associate may add themselves to the Distribution List on a particularly difficult issue so they know what progress has been made by your Support Team when speaking with the customer.

Steps:

  1. Open the issue record in View or Edit mode.
  2. Select the View/Maintain Distribution List link. This will open the Notification List screen. The current Default and value-based Distributions that apply to this issue are displayed in read-only format at the bottom of this screen.

  1. If you want to add a new Distribution List member, click Add new user button. In the Select User window that appears, click the user’s Display Name. This window will then close and a confirmation message will appear.
  2. If you want to change an existing Distribution List member’s notification settings, click the edit link next to their Display Name. In the Edit Notification window that appears, make your changes and click Update. This window will then close, the new member will appear in the List and a confirmation message will appear.

Users added to an issue distribution list will make the issue available on their issue lists, including dashboard and search results if it would otherwise not appear due to access limitations.


 

Task-Based Distributions

It is possible to set notifications to go out on specific task-based events.  These events include:

  • Task Add
  • Task Assign
  • Task Available
  • Task Complete
  • Task Cancel

The email distribution for standard user roles is determined by the values contained in the Default Email Notification List.  Please take note of the task-related user roles:

In order to make changes to task notifications, perform the following steps:

  1. Navigate to Administration > Email Notification > Tasks > Default Distribution.
  2. Select edit on the row you want to make adjustments to.

  3. In the pop-up window that appears, add or remove the selections relevant to your notification preferences.

  4. Click Update.

Note that Issuetrak supplies initial default values for these task-related user roles. However, these values may be changed according to your needs. Be advised that these default values determine email notification for standard user roles on every Issuetrak Issue.


 

Entity Value-Based Distributions

Issuetrak fires notifications based on events, such as submitting, updating, and closing an issue. Each time one of these events occurs, the system checks the issue for any field values that are specially-configured to fire notifications. There are Distribution List options for system-wide notifications based on specific issue values, such as Issue Type, Organization, Priority, Project, Escalation, etc. For example, a manager may be added to the Priority = Critical Distribution List for On Submit and On Escalate so they stay informed of all Critical issues submitted or escalated.

Here's how to configure notifications to fire based on values that have changed in an issue.

Steps:

  1. Open the item’s record (e.g. Issue Type, Organization, Location, Priority, Project) in View or Edit mode.
  2. Select the View/Maintain Distribution List link. This will open the Notification List screen.
  3. If you want to add a new Distribution List member, click Add new user. In the Select User window that appears, click the user’s Display Name. This window will then close and a confirmation message will appear.

  1. If you want to change an existing Distribution List member’s notification settings, click the edit link next to their Display Name. In the Edit Notification window that appears, make your changes and click Update. This window will then close, the new member will appear in the List and a confirmation message will appear.


 

Sending Email Notifications via SMS

Every cell phone carrier (such as Verizon, T-Mobile, etc.) has a special email address set up so that their subscribers can receive text messages sent as emails. Since Issuetrak sends out emails, this means Issuetrak can send text messages.

Example:

If you use Verizon, and your cell phone number is 757-555-1212, then anyone can send you a text message by emailing 7575551212@vtext.com.

If your carrier was T-Mobile, it would be 7575551212@tmomail.net.

Here is a site that lists all of the cell phone carrier email domains.  It is necessary to scroll down to get to the carrier info.

Once you have the email address for the mobile device you can use the steps below to add the address to the user record in Issuetrak, as well as enable Mobile notifications as needed.

Adding the mobile address to the user record

Steps:

  1. Go to Administration > Users.
  2. Search for the user you need to add the address to.
  3. Click Edit when viewing that user record.
  4. Enter the email address for the mobile device in the Mobile/SMS Email field.
  5. Click Update.

Enabling Mobile notifications

Steps:

  1. Go to Administration > Email Notifications.
    1. If you want to set mobile notifications for Issues, click Issues, then Default Distribution on the left.
    2. If you want to set mobile notifications for Tasks, click Tasks, then Default Distribution on the left.
  2. Click edit next to the Role that you need to modify.
  3. Check Mobile for each of the events the user should receive mobile/SMS notifications for.
  4. Click Update.

 

Customizing Notification Messages

Steps:

  1. Go to Administration > Email Notification > Custom Messages.
  2. Select the Event message you want to change. The current Subject and Message content for this event will then be displayed.

The Subject and Message have different “Tokens” options. These options adjust depending on where you’ve clicked on this screen.

  1. Make your changes and click Update.

A confirmation message will appear when this process is complete.


 

Rich Text and Embedded Images

In order to include rich text embedded images within email notifications, the following steps need to be performed:

Steps:

  1. Navigate to Administration > Email Notification > Custom Messages.
  2. Choose the type of notification to embed an image into by choosing the event.
  3. You can add images to the notifications by adding HTML image tags to the message.
  4. You will need the URL for each image that you want to add to properly build the image tag.

    Here's an example of an HTML image tag:
     
    <img src="https://support.issuetrak.com/Graphics/Issuetrak.png" alt="" />

 

Issue Default Email Distribution List

The Default Distribution settings let you control system-wide notifications based on user roles in issues and tasks, such as Submitter, Assignee, Task Assignee, etc. For example, with the Submitter Default Distribution set to On Assign, On Note, and On Close, all submitters will be notified when their issue is assigned, updated with notes, or closed.

The Default Email Distribution List can be viewed by navigating to Administration > Email Notification > Issues > Default Distribution.

Roles are listed in the left column and the Events are listed across the top. The checkmark where the event and role cross means the notification is active.

For example, for the Assignee role, the checkboxes indicate they get notified when:

  • An issue is automatically assigned to them at the time of submission
  • The issue assignment changes to them at any point in the issue lifecycle
  • Someone adds a note to the issue they’re assigned to
  • Someone closes the issue they’re assigned to

 

Closing Thoughts

If you have any questions or would like the assistance of our product experts, please do not hesitate to contact us with any questions.