Action E-mail Preferences

These alerts are sent from the user who initiates the action, unless a different address has been specified for E-mail - Single From Address. (See Steps for Configuring E-mail Alerts.)

Note: The formats required for these preferences are listed in Action E-mail Variables.

User Creates a New Action

• Boolean preferences:
• E-Mail - Incident Action Creation
• E-Mail - Problem Action Creation
• E-Mail - Project Action Creation
• E-Mail - FA Action Creation
• E-Mail - CSI Action Creation
• Recipients:
• Action owner
• Action creator, if different from the action owner
• Owner of the parent record, if E-mail - Action Parent's Owner on Creation is True (e.g., the incident owner would be notified upon creation of an action associated with the incident)
• Team members who are assigned to the parent record, if E-mail - Action Parent's Team on Creation is True (e.g., the incident's team would be notified upon creation of an action associated with the incident)
• Formats:
• Action - E-mail Message Format - New - Incident
• Action - E-mail Message Format - New - Problem
• Action - E-mail Message Format - New - Project
• Action - E-mail Message Format - New - FA
• Action - E-mail Message Format - New - CSI

User Completes / Closes an Action

• Boolean preferences:
• E-Mail - Incident Action Closed
• E-Mail - Problem Action Closed
• E-Mail - Project Action Closed
• E-Mail - FA Action Closed
• E-Mail - CSI Action Closed
• Recipients:
• Action owner
• Action creator, if different from the action owner
• Owner of the parent record, if E-mail - Action Parent's Owner on Close is True (e.g., the incident owner would be notified upon when an action associated with the incident is closed)
• Team members who are assigned to the parent record, if E-mail - Action Parent's Team on Close is True (e.g., the incident's team would be notified when an action associated with the incident is closed)
• Formats:
• Action - E-mail Message Format - Complete - Incident
• Action - E-mail Message Format - Complete - Problem
• Action - E-mail Message Format - Complete - Project
• Action - E-mail Message Format - Complete - FA
• Action - E-mail Message Format - Complete - CSI

User Updates an Action

Users update action records whenever they assign a new owner or change a description or due date.

• User assigns a new owner to an action:
• Boolean preference: E-Mail - Incident Action Creation
• Recipients: New and former action owners
• User updates an action's description or due date:
• Boolean preference: E-mail - Action Owner on Update
• Recipient: Action owner (if the update was made by someone else)

• Formats:
• Action - E-mail Message Format - Updated - Incident
• Action - E-mail Message Format - Updated - Problem
• Action - E-mail Message Format - Updated - Project
• Action - E-mail Message Format - Updated - FA
• Action - E-mail Message Format - Updated - CSI

Action Due Date is Approaching or Past Due

You can configure XFRACAS to send reminder e-mails for incident, problem, project, FA and CSI actions. The following preferences determine when these e-mails are sent:

• E-mail - Action Due in X Days Offset - the number of days prior to the action due date that the e-mail will be sent.
• E-mail - Send Action Due Notify Once - If True, only the initial e-mail will be sent; if False, reminder e-mails will be sent at regular intervals until the action is complete (the number of days between reminders is set in E-mail - Remind Action Due Every X Days).
• E-mail - Group Action Due Date - If True, reminders for all actions that are approaching their due dates will be grouped into a single e-mail; if False, individual e-mails will be sent for each action.

Note: The DIU service must be running to send e-mail alerts based on the calendar date.

• Boolean preferences:
• E-mail - Incident Action Due Date
• E-mail - Problem Action Due Date
• E-mail - Project Action Due Date
• E-mail - FA Action Due Date
• E-mail - CSI Action Due Date
• Recipients:
• Action owner
• Incident owner, if E-mail - CC Incident Owner Action Due Date is True
• Problem owner, if E-mail - CC Problem Owner Action Due Date is True
• Formats:
• Action - E-mail Message Format - Complete - Incident
• Action - E-mail Message Format - Complete - Problem
• Action - E-mail Message Format - Complete - Project
• Action - E-mail Message Format - Complete - FA
• Action - E-mail Message Format - Complete - CSI