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Customer permissions

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Customer notifications

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We could look into Templates, however, Marketing would need to run with this as the styles are HTML or CSS format.

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Notification Types and Descriptions

Name

Type

Description

Customer invited

Account

When a customer is invited to your service project portal, they are sent an email.

Request created

Request

When customers create requests in the portal or send an email to your email channel, your service project sends a confirmation that their request was received.

Public comment added

Request

When a comment that is visible to your customers is added to the request/issue, your service project sends all the customers involved on the request a notification.

Public comment edited

Request

When a comment that is visible to your customers is edited, your service project sends all the people involved on the request a notification.

Request resolved

Request

When a request resolution field is set, your service project notifies the reporter and all customers involved. This notification is sent to the reporter even if they have turned off notifications for a request.

Request reopened DISABLED

Request

When a request's resolution field is cleared, your service project notifies all people involved.

Participant added DISABLED

Request

When participants are added to a request, your service project notifies the new participants.

Organization added DISABLED

Request

When a request is shared to an organization, your service project notifies the organization's members so they can opt-in to further updates.

Approval required DISABLED

Request

When a request transitions to an approval stage of its workflow, your service project notifies approvers that they must act on the request.

Customer-visible status changed

Request

When a request transitions to a status that is visible to the customer, your service project notifies the customers involved.

Notifications Per Project

CSM

image-20240424-062408.pngimage-20240424-062423.pngimage-20240424-062546.pngimage-20240424-062609.pngimage-20240424-062634.pngimage-20240424-062706.pngimage-20240424-062735.pngimage-20240424-062841.pngimage-20240424-062906.png

TForge Finance

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Name

Enabled/

Disabled

Verbiage

Customer invited

Enabled

Same Verbiage as CSM

Request created

Enabled

Same Verbiage as CSM

Public comment added

Enabled

Same Verbiage as CSM

Public comment edited

Enabled

Same Verbiage as CSM

Request resolved

Enabled

Same Verbiage as CSM

Request reopened

Disabled

Participant added

Disabled

Organization added

Disabled

Approval required

Disabled

Customer-visible status changed

Enabled

Same Verbiage as CSM

TForge Sales

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Name

Enabled/

Disabled

Verbiage

Customer invited

Enabled

Same Verbiage as CSM

Request created

Enabled

Same Verbiage as CSM

Public comment added

Enabled

Same Verbiage as CSM

Public comment edited

Enabled

Same Verbiage as CSM

Request resolved

Enabled

Same Verbiage as CSM

Request reopened

Disabled

Participant added

Disabled

Organization added

Disabled

Approval required

Disabled

Customer-visible status changed

Enabled

Same Verbiage as CSM

TForge Service Delivery

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Name

Enabled/

Disabled

Verbiage

Customer invited

Enabled

Same Verbiage as CSM

Request created

Enabled

Same Verbiage as CSM

Public comment added

Enabled

Same Verbiage as CSM

Public comment edited

Enabled

Same Verbiage as CSM

Request resolved

Enabled

Same Verbiage as CSM

Request reopened

Disabled

Participant added

Disabled

Organization added

Disabled

Approval required

Disabled

Customer-visible status changed

Enabled

Same Verbiage as CSM

TForge Service Assurance

image-20240424-065636.png

Name

Enabled/

Disabled

Verbiage

Customer invited

Enabled

Same Verbiage as CSM

Request created

Enabled

Same Verbiage as CSM

Public comment added

Enabled

Same Verbiage as CSM

Public comment edited

Enabled

Same Verbiage as CSM

Request resolved

Enabled

Same Verbiage as CSM

Request reopened

Enabled

See screenshot below

Participant added

Disabled

Organization added

Disabled

Approval required

Disabled

Customer-visible status changed

Enabled

Same Verbiage as CSM

TForge Managed Infrastructure

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Name

Enabled/

Disabled

Verbiage

Customer invited

Enabled

Same Verbiage as CSM

Request created

Enabled

Same Verbiage as CSM

Public comment added

Enabled

Same Verbiage as CSM

Public comment edited

Enabled

Same Verbiage as CSM

Request resolved

Enabled

Same Verbiage as CSM

Request reopened

Enabled

See below

Participant added

Enabled

See below

Organization added

Enabled

See below

Approval required

Enabled

See below

Customer-visible status changed

Enabled

Same Verbiage as CSM

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Adcon Finance

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Name

Enabled/

Disabled

Verbiage

Customer invited

Enabled

Same Verbiage as CSM

Request created

Enabled

Same Verbiage as CSM

Public comment added

Enabled

Same Verbiage as CSM

Public comment edited

Enabled

Same Verbiage as CSM

Request resolved

Enabled

Same Verbiage as CSM

Request reopened

Disabled

Participant added

Enabled

Same Verbiage as TForge MI

Organization added

Disabled

Approval required

Disabled

Customer-visible status changed

Enabled

Same Verbiage as CSM

Adcon Sales

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Name

Enabled/

Disabled

Verbiage

Customer invited

Enabled

Same Verbiage as CSM

Request created

Enabled

Same Verbiage as CSM

Public comment added

Enabled

Same Verbiage as CSM

Public comment edited

Enabled

Same Verbiage as CSM

Request resolved

Enabled

Same Verbiage as CSM

Request reopened

Disabled

Participant added

Enabled

Same Verbiage as TForge MI

Organization added

Disabled

Approval required

Disabled

Customer-visible status changed

Enabled

Same Verbiage as CSM

Adcon Service Delivery

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Name

Enabled/

Disabled

Verbiage

Customer invited

Enabled

Same Verbiage as CSM

Request created

Enabled

Same Verbiage as CSM

Public comment added

Enabled

Same Verbiage as CSM

Public comment edited

Enabled

Same Verbiage as CSM

Request resolved

Enabled

Same Verbiage as CSM

Request reopened

Disabled

Participant added

Enabled

Same Verbiage as TForge MI

Organization added

Disabled

Approval required

Disabled

Customer-visible status changed

Enabled

Same Verbiage as CSM

Adcon Service Assurance

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Name

Enabled/

Disabled

Verbiage

Customer invited

Enabled

Same Verbiage as CSM

Request created

Enabled

Same Verbiage as CSM

Public comment added

Enabled

Same Verbiage as CSM

Public comment edited

Enabled

Same Verbiage as CSM

Request resolved

Enabled

Same Verbiage as CSM

Request reopened

Disabled

Participant added

Enabled

Same Verbiage as TForge MI

Organization added

Disabled

Approval required

Disabled

Customer-visible status changed

Enabled

Same Verbiage as CSM

Adcon Managed Infrastructure

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Name

Enabled/

Disabled

Verbiage

Customer invited

Enabled

Same Verbiage as CSM

Request created

Enabled

Same Verbiage as CSM

Public comment added

Enabled

Same Verbiage as CSM

Public comment edited

Enabled

Same Verbiage as CSM

Request resolved

Enabled

Same Verbiage as CSM

Request reopened

Disabled

Participant added

Enabled

Same Verbiage as TForge MI

Organization added

Disabled

Approval required

Disabled

Customer-visible status changed

Enabled

Same Verbiage as CSM

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