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Email Notifications

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End Users and Analysts will receive email notifications from Service Desk for specified changes or updates that are made to the incident or request.

  • Sample notification for an incident:

  • Sample notification for a request:

End User Notifications -

  • When an incident or request goes through the following status changes, the affected end user will always receive an email notification:
    • Incident or Request is with third party.
    • Incident or Request is with customer.
    • Request is created.
    • Request is resolved.
  • When an incident or request goes through the following status changes, the affected end user will receive an email notification if the assigned analyst decides to do so.

    NOTE: sending a notification to an end user is optional for the following changes; the analyst can decided whether or not to notify the end user of a change:
    • Incident is created.
    • Incident or Request is re-assigned to a new group or analyst.
    • A note is added (that is not marked private) to the incident or request.
    • Incident is resolved.

Analyst Notifications -

  • When an incident or request goes through the following status changes, the assigned analyst (or group if not assigned to an analyst) will always receive an email notification:
    • Incident or Request is assigned.
    • When an incident or request goes through the following status changes, the assigned analyst (or group if not assigned to an analyst) will receive an email notification:
    • A note is added to the incident or request.

NOTE: When an incident or request is not assigned to a specific analyst, the email notification will be sent to the email address setup for the group (indicated by the group manager).

Additional Information -

  • When an end user replies to the email notification the receive, it will automatically create a note in the incident or request and notify the assignee (or the group if unassigned) that the end user added a note.

 

Questions or Comments?

Please submit all questions, comments, or requests regarding the Service Desk system by selecting one of the quick links on the Service Desk Support dashboard. If you do not currently have access to Service Desk, please contact the VCU IT Support Center at (804) 828-2227 for assistance.