Incident E-mail Preferences

Incident e-mails are sent from the user who initiates the activity (e.g., creates a new incident, closes an existing incident, etc.) unless one of the following has been specified:

• E-mail - Single From Address - sets a default “from” address for all e-mails.
• E-mail - Default New Incident From - sets a default “from” address for new incidents only. If the recipient’s address is invalid, e-mails will bounce back to this address instead of the e-mail for the user who created the incident.

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

User Creates a New Incident

• Boolean preference: E-mail - Incident Creation
• Recipient: Incident owner
• Format: Incident - E-mail Message Format - New

User Assigns a New Owner to an Incident

• Boolean preference: E-mail - Incident Owner Reassigned
• Recipients: Incident owners (previous and new)
• Format: Incident - E-mail Message Format - New

User Closes an Incident

• Boolean preferences:
• E-mail - Incident Closed
• E-mail - Incident Closed - Team
• Recipients: Incident owner and/or team members
• Format: Incident - E-mail Message Format - Closed