ALM: User Guide

When a Request is created, its status changes, or a support engineer adds a new comment, the client receives an email notification. The notification text can be changed in Administration - Settings - Text.

For some states you can disable sending a notification to the client about the state change. The checkbox "Disable sending an email notification to external users about a Request status change" on the "Advanced" tab in the state settings is intended for this.

Notifications about new Requests are sent by email to project Participants whose Role is based on the base Role Coordinator, or whose profile has notifications about all changes in the project enabled.

When the Request state changes, the Assignee assigned to it automatically receives an email notification about this. For this, the profile settings must have email notifications and tracking of changes that concern the Participant enabled.

When chat integration is used (for example, Slack), notifications about new Requests or a status change can be received in the chat.

Use the "What's new" module to track changes in the project according to your profile settings.

The "Internal comment" button appears on the "Comments" tab when a notification (about a reply or a question) can be sent to an external user, that is, a user who is not registered in the system.

The system sends email notifications to external users in the following cases:

• An external user is specified as the Author. For example, an email arrived in the support mailbox, an external user created a Request through the support site, or an external user was specified manually as the author (a Request was created on behalf of the client).
• The correspondence (comments) contains a comment from an external user. For example, an email was processed and added to the system as a comment on the Request. Or an external user left a comment on the support site.

For more selective sending of notifications, use automatic actions. When creating an automatic action, specify the state it should run for, and additional attributes, for example the request type, product, or source — the company or client. On the "Add comment" tab, enter the notification text and the recipients using the @ symbol. This way you can send the required notification to the author, the Assignee, a Role, or a specific person.