Configuring default notification settings

Where can you configure default notification settings?

Each time you send a manual email notification, you will need to select the email recipients. It is difficult to consistently pick the appropriate recipients. For this reason, we have added a feature that lets each Autotask user configure default settings to determine recipients of manual notifications in most situations. You can override the defaults when needed.

This feature is available on the New and Edit forms of the following pages:

• Attachment (Ticket, Task, and Project)
• Contract
• CRM Note (Organization Your Autotask instance may be configured to use one of the following terms instead: Account, Business Unit, Client Company, Customer, Site., Contact, and Opportunity Note)
• Device Your Autotask instance may be configured to use one of the following terms instead: Asset, Configuration Item, Installed Asset, Installed Product.
• Note (Device, Contract, Project, Task, and Ticket)
• Opportunity
• Send Statement of Work
• Service Call
• Task and Issue
• Ticket and Forward/Modify Ticket
• Ticket, Task, and Regular Time Entry

The Edit Default Settings link is located at the bottom of the Notification section or tab.

NOTE  You cannot configure default recipients for quick notes and quick time entries on Activity tabs, but an administrator can select the notification template that will be used when they are sent. Refer to Selecting a default notification template for quick notes and quick time entries.

IMPORTANT  If you click Reset User Settings on your Profile page, these settings will be deleted.

Configuring default notification settings

To configure default notification settings for a form, do the following:

1. To open the page, use the path(s) in the Security and navigation section above.
2. Scroll to the bottom of the Notification section, panel, or tab, and click Edit Default Settings. The Default Notification Settings dialog box will open.
   
   
3. Complete the fields as described below:

Field	Description
Notification Template	Notification templates determine the content and layout of the notification email. Most templates contain not only the subject line and email body text, but variables that pull data right out of Autotask. NOTE  If the list of recipients includes resources who lack permission to view internal notes, attachments, etc., the text pulled by the variable is replaced with See [Entity Name]. This field appears in entities that support email notification when you create or edit them. The default template is selected, but can be modified. All active notification templates for the entity and event are available. If it is present, click the preview icon to preview the selected notification template. The notification template is shown with variables instead of actual data.
Send Email From	This field determines the email address that is used as the Sender address in the notification email. Choose the email address you would like to use as the outgoing sender. Depending on the context, the following options are available: IMPORTANT  Replies to notification emails will come to the selected email address. Make sure that the mailboxes are watched or the emails are properly redirected. Option appears as: Available on: Use to select as the sender: Initiating Resource Notification Templates The Primary Email Address of the individual user who initiated the event that triggered the notification. IMPORTANT  Be aware that when clients reply to notifications, they are now the "initiating resource" but may not have authorized Autotask mail servers. This may cause bounce back issues. It is always safer to select the organization's support email address. Initiating Resource (however, if the selected notification template has an "Other Email" option, that will be used) Workflow Rules No (this means: don't use your local organization The database record of your own organization in Autotask. It has the organization ID "0", and is used as the sender address on quotes, invoices, etc. Previous versions of the help referred to this database record as: 0 Account, Zero Company, Your Own Company.'s support email address) Service Call Default Settings Sender's Name <Sender's Email Address>   Entity notification default settings The sender's Name and Primary Email Address. This is the most personal option. When using it, keep in mind that any replies will be sent to that address. Form Templates Your organization's support email address Notification Templates Your organization's Support Email Address. Refer to Configuring a support email address default. Yes (this means: use support email address) Service Call Default Settings <Support Email Address> Workflow Rules Send email from <your organization's group email box> Manual notifications using a Notifications tab or section Send From (Name) <Support Email Address> Entity notification default settings The Send From (Name) configured for your organization's support email address in combination with the Support Email Address.   Form Templates Sender's Name, followed by the support email address Entity notification default settings Your local organization's Support Email Address with the initiating user's Name. This option appears personal but ensures that any replies will be sent to the support group inbox. Refer to Configuring a support email address default. Form Templates <Support Email Address> with Initiating Resource's Name Notification Templates Use notification template's setting Entity notification default settings The sender selected on the notification template. This option should be chosen to ensure consistent messages to go out. Form Templates Service Call Default Settings Workflow Rules Alternate Send From Email Address Notification Templates An Alternate Send From Email Address configured for the receiving organization. If this workflow rule applies to a specific organization only and you have configured Alternate Send From Email Addresses for the organization, you can select one from the drop-down control. Refer to Alternate Send From Email Addresses. Workflow Rules Other Notification Templates Any email address. This option can only be selected on the notification template. You can enter any email address and name. On a template that was selected on a workflow rule, it will override the Initiating Resource if one was selected on the workflow rule. EXAMPLE  One way to use this option is to set up a group email for your sales team (such as sales@yourorganization.com) and use it on CRM notification templates, where your support email address would be inappropriate. <Blank> Form Templates To make no selection and leave selecting the sender to the individual user. The form template will not populate the Sender field on the Notification panel of the entity, and users will need to make a manual selection.
Notify	This header or section appears everywhere a notification email can be sent from Autotask, as well as the Default Settings dialog box for entities that support them. It is followed by a checklist of role-based recipients that can be selected to receive the email. In the actual email, the contacts or resources in these roles will replace the role names. Refer to Role-based notification recipients. On the entities (but not on the default settings), you can add named contacts and resources to the list of recipients and add external email addresses to the Other Email(s) fields. Customer contacts are added to the email To: field, whereas internal resources are added to the BCC: field. For the notification email to be sent, you must select or enter at least one recipient in the To:, CC:, BCC:, or Other Email(s) fields.
Contract, project, and task notes only
Add Note Description to Email	Select to include the contents of the new or edited note's description field in the notification.
Include Attachments in Email	If attachments are added to the note, select this box to include those attachments in the notification.
Ticket time entries and ticket notes only
Add Summary Notes to Email (time entries only)	Select to include the contents of the Summary Notes field in the notification.
Add Note Description to Email (notes only)	Select to include the contents of the Note Description field in the notification.
Include Attachments in Email	If attachments are added to the note or time entry, select this box to add those attachments to the notification email.

4. Click Save & Close.

NOTE   When you save, the page will close and return you to the location from which you opened the dialog box. The default notification settings will take effect the next time you open that event page.