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How to set a custom notification in ITSM for all IT staff
This article tells you how to set a custom notification for all IT staff when a new incident is created.
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Overview
This article tells you how to set a custom notification for all IT staff when a new incident is created in the SolarWinds ITSM.
When creating an email template, only the variables listed on the right side of the page can be used in the email notification content.
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Note: When creating an email template, only the variables listed on the right side of the page can be used in the email notification content.
If you're referring to the requester, then you can simply search for the appropriate variable in that list.
If referring to the recipient, you can’t add it directly in the “Generic Email Template” notification.
To make it work, you’ll need to create an automation rule (Setup > Service Desk > Automation Rules) to send the notification to the desired user.
You need to customize the email notifications by creating an automation rule to send the notification to the desired user.