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Managing emails and notifications in Issue Manager
Who is this article for?Users who want to know more about the notification triggers.
Issue Administrator (ISSADM) permissions are required.
Certain actions trigger automatic email notifications that will be sent to specific Users via email. This article walks you through how to administer these notifications for Issue Manager.
1. Accessing Emails
To access email notifications:
- Go to Issue Manager.
- Select Issue Manager.
- Choose Issue Types.
- Open Issue Type Details.
- Switch to the "Emails" tab.
This will take you to the filterable Emails list.
Descriptions for each email type explains the situation or event that triggers the system to send out the email.
"My language only" filter is only relevant when a multi-language version of the system is being used.
2. Customising Emails
To modify the email templates:
- Select a template from the list.
This will open an overlaid window.
- Enter an Email Subject.
This field allows you to define the title of the email. - Customise the Body Text.
- From the Available Fields dropdown, choose which data is included in the subject.
Detail Fields are listed towards the top. These pull information from the standard Issue Details screen.
Metadata Fields are listed towards the bottom.
Selecting one of the Detail or Metadata Fields will add it to the relevant field.
- Tick the Active box to ensure the notification is enabled.
- Click Save.
Unable to modify a greyed out field?
"Description" is unchangeable and is populated automatically by the system.
3. Emails and Notifications
| Trigger | Received By | Email Message |
|---|---|---|
| When an Issue is raised |
The person selected as the Issue Owner is notified (inc. Owner Group) |
<Status> <Details> <Comments> <Company> <Contact> <Target Date> <Follow Up Date> <Category> <Status> |
| When an Issue is transferred | The previous Issue Owner |
Subject: <Subject> Details: <Details> Comments: <Comments> Company: <Company Details> Contact: <Contact Details> Target Date: <Target Date> Follow Up Date: <Follow Up Date> Category: <Category> Status: <Status> <EQMS URL> |
| When an Issue is transferred | The new Issue Owner |
Please Progress Issue Manager Issue. <Subject> <Details> <Comments> <Company> <Contact> <Target Date> <Follow Up Date> <Status> |
| Passed to field changed by Third Party | Previous Owner |
The job has been passed on from <User> to <User> <Subject> <Comments> |
| Workflow Actionee | The Action Owner has a To-Do List item and is notified by Email if set in their User Details | |
| When a workflow action is transferred to a new owner | The Action Owner has a To-Do List item and is notified by Email if set in their User Details |
RFC: Issue <Issue ID>: <Issue Title> Action: Receive call - Issued on <Date Actionee Changed> - due for completion by <Action Target Date> Please complete this Action from your EQMS To Do List <Site URL> DO NOT reply to this email |
| To the Issue Owner when the workflow is completed | Email to the Issue Owner if requested in their User Details | |
| To the Issue Owner when a workflow Action is completed | Email to Issue Owner whenever a workflow action is completed if requested in the User Details |