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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 the third party.
    • Incident or Request is with the customer.
    • The request is created.
    • The 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:
    • The 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.
    • The 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 set up for the group (indicated by the group manager).

Additional Information -

  • When an end user replies to the email notification they 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?

For all questions, comments, or requests regarding the Service Desk system, please contact the VCU IT Support Center at (804) 828-2227 for assistance.