Automatic and Manual Novo Emails
Below is a list of manual and automatic emails that are possible using the Novo Solutions Knowledge Base, Requests and Service Desk applications. Many of the automatic settings can be enabled or disabled on their corresponding Settings pages at Admin->Setup and are Disabled by default.
Workflows (Requires the separate purchase of the Requests Workflow module)
- Requests Workflow Task Email Notifications (automatic)
- to task owners/groups when a task is created
- to task owners/groups when the predecessor task is complete and their task is due
- to task owners/groups when their task is rejected
Requests
- Send Request (manual)
- Send Confirmation (manual)
- Requests Email Notifications (automatic)
- to email addresses specified in the "Email all Public Support Requests To" field in Admin->Setup->Requests -> Settings when a Request is created
- to end users to confim receipt of a Request
- to end users to announce non-receipt of a Request due to non existant customer account (requires the purchase of the Novo Mail Service)
- to admin users when they are assigned to a Request
- to admin users when end users update a Request
Note: When a Request is created from the Public web interface, email is sent to the email addresses indicated below in the following order:
- All email addresses specified in the "Email all Public Support Requests To" field in Admin->Setup->Requests -> Settings
- If the "Display Groups in Public View" option is enabled in Requests -> Settings and a Group is specified in the Request's properties, an email is sent to Admin users that are designated as "Group Support Request Recipients" and who are assigned to a matching Group
- If there is no email address for the above two items, then the software will notify the address specified in the "Administrator Email Address" field Admin->Setup->Core/General-> Settings.
Sub Articles
Request Manager Automatic Emails