Automated Notifications

Scenario:

SLA breach results in escalations and penalties for a department in an organization. They plan to mitigate this by sending notifications at various stages of SLA.

Approach:

• Set up automated notifications for analysts & workgroup owners based on SLA percentage lapsed.
• Develop multi-language notification templates for global support teams.
• Easily include essential incident details in notifications through drag-and-drop.

Scenario:

Executives in an organization face challenge in approving major requests real-time due to lack of approval notifications.

Approach:

• Configure automated notifications for the executives.
• Design notification templates containing request category, request details, and requester information.
• Enable executives to approve requests directly from email notifications without portal login.

Scenario:

Complex changes in an organization lead to miscommunication and delays due to manual notifications. There is a need to automate notifications for CAB and Change Managers.

Approach:

• Design notification templates for various change types and stages.
• Set up condition-based notifications for CAB and Change Manager’s form change workflow.
• Implement multi-stage approval workflows with automated notifications at each stage.