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Overview

Notifications schemes control who automatically receives email when an issue change or event occurs. These events happen throughout the lifecycle of the issue. Notification schemes are a project based setting and different projects can have a different notification scheme, depending on the project needs.


Changing a Notification Scheme

Only OT System Administrators have access to create new notification schemes, edit existing ones, or move your project to a different scheme. Please work with the OT System Administrators for requests.


Standard Notification Schemes

We have created a few standard notification schemes that should work for the majority of the projects within the system.


SU Standard - Level 1 Reporter : Level 1 Watchers : Consultants on Create Issue

This scheme is a bare minimum set of notifications that go to the Reporter and Watchers. This scheme treats the Reporter and Watchers roles very similar, meaning they receive the same amount of messages.

  • Reporter receives an email on Issue Creation, Issue Resolved, Issue Updated, Issue Commented, Issue Reopened, Feedback Request, Work Scheduled, and On Hold.
  • Watchers receive the same notifications, plus Feedback Received, when the Reporter responds to a Request Feedback comment.
  • Reporter does not receive an email on Issue Closed. This gives the project Consultants the flexibility to close the ticket without notifying the Reporter. The Consultant should Resolve the ticket and interact with the Reporter. Then, once all work is completed, Close the ticket and only the Assignee shall be notified.
  • Consultants can choose to interact with the Reporter by adding an unrestricted comment at the bottom, or use the Request Feedback button near the top. There are triggers for workflow when using the Request Feedback button and places the ticket in "Waiting for Feedback" status until the Reporter responds. Using the comments at the bottom bypasses these triggers, but the consultants can still set the ticket in this status if needed.
  • Consultants receive an email when an issue has been assigned. This notifies the team that the issue is being addressed.


SU Standard - Level 2 Reporter : Level 2 Watchers : Consultants on Create Issue

This scheme takes the bare minimum set of notifications that go to the Reporter and Watchers from the Level 1 scheme and adds more notifications to the roles. This scheme still treats the Reporter and Watchers roles very similar, meaning they receive the same amount of messages.

  • Reporter receives an email on Issue Creation, Issue Updated, Issue Assigned, Issue Resolved, Issue Commented, Issue Comment Edited, Issues Comment Deleted, Issue Reopened, Issue Moved, Feedback Request, Work Scheduled, and On Hold.
  • Watchers receive the same notifications, plus Feedback Received, when the Reporter responds to a Request Feedback comment.
  • Reporter does not receive an email on Issue Closed. This gives the project Consultants the flexibility to close the ticket without notifying the Reporter. The Consultant should Resolve the ticket and interact with the Reporter. Then, once all work is completed, Close the ticket and only the Assignee shall be notified.
  • Consultants can choose to interact with the Reporter by adding an unrestricted comment at the bottom, or use the Request Feedback button near the top. There are triggers for workflow when using the Request Feedback button and places the ticket in "Waiting for Feedback" status until the Reporter responds. Using the comments at the bottom bypasses these triggers, but the consultants can still set the ticket in this status if needed.
  • Consultants receive an email when an issue has been assigned. This notifies the team that the issue is being addressed.


 SU Standard - Level 1 Reporter : Level 2 Watchers : Consultants on Create Issue

This scheme takes the bare minimum set of notifications that go to the Reporter and Watchers receive Level 2 notifications. This scheme still treats the Reporter and Watchers roles different, giving Watchers more visibility to the events of the issue. This allows the Watchers to be treated like the Assignee and receive the same amount of notifications.

  • Reporter receives an email on Issue Creation, Issue Resolved, Issue Updated, Issue Commented, Issue Reopened, Feedback Request, Work Scheduled, and On Hold.
  • Watchers receive an email on Issue Creation, Issue Updated, Issue Assigned, Issue Resolved, Issue Commented, Issue Comment Edited, Issues Comment Deleted, Issue Reopened, Issue Moved, Feedback Request, Work Scheduled, and On Hold.
  • Reporter does not receive an email on Issue Closed. This gives the project Consultants the flexibility to close the ticket without notifying the Reporter. The Consultant should Resolve the ticket and interact with the Reporter. Then, once all work is completed, Close the ticket and only the Assignee shall be notified.
  • Consultants can choose to interact with the Reporter by adding an unrestricted comment at the bottom, or use the Request Feedback button near the top. There are triggers for workflow when using the Request Feedback button and places the ticket in "Waiting for Feedback" status until the Reporter responds. Using the comments at the bottom bypasses these triggers, but the consultants can still set the ticket in this status if needed.
  • Consultants receive an email when an issue has been assigned. This notifies the team that the issue is being addressed.


Standard Scheme with Reporter Notifications Reduced plus Notifications to Consultants on Create Issue

This scheme has been an existing standard that many projects use. This scheme treats the Reporter and Watchers differently where the Watchers receive the same notifications as the Assignee.

  • Reporter receives an email on Issue Resolved and Feedback Request only.
  • Consultants are notify that an new issue/ticket has been created.
  • Watchers receive the same notifications as the Assignee, which is about all notifications.
  • Adding a comment at the bottom of the issue ticket will not send a email to the Reporter.
  • Consultants communicate through the Feedback Request button if they need to ask a question to the Reporter.

Standard Scheme with Reporter Notifications Reduced plus Notifications to Project Managers on Create Issue

This scheme has been an existing standard as well, and the major difference is Project Managers receive an email that as issue/ticket has been created, not the Consultants role. This scheme still treats the Reporter and Watchers differently where the Watchers receive the same notifications as the Assignee.

  • Reporter receives an email on Issue Creation, Issue Resolved, Issue Reopened, and Feedback Request only.
  • Project Managers are notify that an new issue/ticket has been created. This allows the project managers to assign the issue to the consultant that best suits the issue.
  • Watchers receive the same notifications as the Assignee, which is about all notifications.
  • Adding a comment at the bottom of the issue ticket will not send a email to the Reporter.
  • Consultants communicate through the Feedback Request button if they need to ask a question to the Reporter.


For requests to alter the notification scheme, download and fill out the attached Excel Spreadsheet, then submit it as an attachment to an Orange Tracker ticket.

NotificationScheme.xlsx

Details of Notification Schemes

Default

Default Notification SchemeRoles that get notified
Reporter Current Assignee All Watchers 
EventsIssue Created 
Issue Updated
Issue Assigned  
Issue Resolved  
Issue Closed  
Issue Commented  
Issue Comment Edited  
Issue Comment Deleted
Issue Reopened  
Issue Deleted  
Issue Moved  
Work Logged On Issue  
Work Started On Issue  
Work Stopped On Issue  
Issue Worklog Updated  
Issue Worklog Deleted  
Generic Event  
Notify


Soft Close


Issue Marked As Spam


Feedback Request


CM Status Reminder


Feedback Received


Work Scheduled


On Hold


Standard Notification Scheme

Standard Notification SchemeRoles that get notified
Reporter Current Assignee All Watchers 
EventsIssue Created 
Issue Updated
Issue Assigned  
Issue Resolved  
Issue Closed  
Issue Commented  
Issue Comment Edited  
Issue Comment Deleted
Issue Reopened  
Issue Deleted  
Issue Moved  
Work Logged On Issue  
Work Started On Issue  
Work Stopped On Issue  
Issue Worklog Updated  
Issue Worklog Deleted  
Generic Event  
Notify


Soft Close


Issue Marked As Spam
Feedback Request
CM Status Reminder


Feedback Received
Work Scheduled


On Hold


Standard Scheme plus Notification to All Consultants on All Events

Standard Notification Scheme

plus Notification to Consultants

on All Events

Roles that get notified

Project Role

(Consultants)

Reporter Current Assignee All Watchers 
EventsIssue Created 
Issue Updated
Issue Assigned  
Issue Resolved  
Issue Closed  
Issue Commented  
Issue Comment Edited  
Issue Comment Deleted
Issue Reopened  
Issue Deleted  
Issue Moved  
Work Logged On Issue  
Work Started On Issue  
Work Stopped On Issue  
Issue Worklog Updated  
Issue Worklog Deleted  
Generic Event  
Notify



Soft Close



Issue Marked As Spam
Feedback Request
CM Status Reminder



Feedback Received
Work Scheduled



On Hold



Standard Scheme with Reporter Notifications Reduced

Standard Scheme with Reporter

Notifications Reduced

Roles that get notified
Reporter Current Assignee All Watchers 
EventsIssue Created 
Issue Updated
Issue Assigned  
Issue Resolved  
Issue Closed  
Issue Commented  
Issue Comment Edited  
Issue Comment Deleted
Issue Reopened  
Issue Deleted  
Issue Moved  
Work Logged On Issue  
Work Started On Issue  
Work Stopped On Issue  
Issue Worklog Updated  
Issue Worklog Deleted  
Generic Event  
Notify
Soft Close


Issue Marked As Spam
Feedback Request
CM Status Reminder


Feedback Received
Work Scheduled
On Hold


Standard Scheme plus Notification to Consultants on Create Issue

Standard Scheme plus Notifications

to Consultants on Create Issue

Roles that get notified

Project Role

(Consultants)

Reporter Current Assignee All Watchers 
EventsIssue Created 
Issue Updated
Issue Assigned  
Issue Resolved  
Issue Closed  
Issue Commented  
Issue Comment Edited  
Issue Comment Deleted
Issue Reopened  
Issue Deleted  
Issue Moved  
Work Logged On Issue  
Work Started On Issue  
Work Stopped On Issue  
Issue Worklog Updated  
Issue Worklog Deleted  
Generic Event  
Notify



Soft Close



Issue Marked As Spam

Feedback Request
CM Status Reminder



Feedback Received
Work Scheduled



On Hold



Standard Scheme with Reporter Notifications Reduced plus Notification to Consultants on Create Issue

Standard Scheme with Reporter

Notifications Reduced plus Notification

to Consultants on Create Issue

Roles that get notified

Project Role

(Consultants)

Reporter Current Assignee All Watchers 
EventsIssue Created 
Issue Updated

Issue Assigned  

Issue Resolved  
Issue Closed  

Issue Commented  

Issue Comment Edited  

Issue Comment Deleted

Issue Reopened  
Issue Deleted  

Issue Moved  
Work Logged On Issue  

Work Started On Issue  

Work Stopped On Issue  

Issue Worklog Updated  

Issue Worklog Deleted  

Generic Event  

Notify



Soft Close



Issue Marked As Spam

Feedback Request
CM Status Reminder



Feedback Received

Work Scheduled

On Hold

Standard Scheme plus Notification to Project Managers on Create Issue

Standard Scheme plus

Notifications to Project Managers

on Create Issue

Roles that get notified

Project Role

(Project Managers)

Reporter Current Assignee All Watchers 
EventsIssue Created 
Issue Updated
Issue Assigned  
Issue Resolved  
Issue Closed  
Issue Commented  
Issue Comment Edited  
Issue Comment Deleted
Issue Reopened  
Issue Deleted  
Issue Moved  
Work Logged On Issue  
Work Started On Issue  
Work Stopped On Issue  
Issue Worklog Updated  
Issue Worklog Deleted  
Generic Event  
Notify



Soft Close



Issue Marked As Spam

Feedback Request
CM Status Reminder



Feedback Received
Work Scheduled



On Hold



Standard Scheme with Reporter Notifications Reduced plus Notification to Project Managers on Create Issue

Standard Scheme with Reporter

Notifications Reduced plus

Notification to Project Managers

on Create Issue

Roles that get notified

Project Role

(Project Managers)

Reporter Current Assignee All Watchers 
EventsIssue Created 
Issue Updated

Issue Assigned  

Issue Resolved  
Issue Closed  

Issue Commented  
Issue Comment Edited  

Issue Comment Deleted

Issue Reopened  
Issue Deleted  

Issue Moved  
Work Logged On Issue  

Work Started On Issue  

Work Stopped On Issue  

Issue Worklog Updated  

Issue Worklog Deleted  

Generic Event  

Notify
Soft Close



Issue Marked As Spam

Feedback Request
CM Status Reminder



Feedback Received

Work Scheduled

On Hold


Standard Scheme with Reporter Feedback and Resolve plus Notification to Consultants on Create Issue

Standard Scheme with Reporter

Notifications Reduced plus Notification

to Consultants on Create Issue

Roles that get notified

Project Role

(Consultants)

Reporter Current Assignee All Watchers 
EventsIssue Created 
Issue Updated

Issue Assigned  

Issue Resolved  
Issue Closed  

Issue Commented  

Issue Comment Edited  

Issue Comment Deleted

Issue Reopened  

Issue Deleted  

Issue Moved  
Work Logged On Issue  

Work Started On Issue  

Work Stopped On Issue  

Issue Worklog Updated  

Issue Worklog Deleted  

Generic Event  

Notify



Soft Close



Issue Marked As Spam

Feedback Request
CM Status Reminder



Feedback Received

Work Scheduled

On Hold


SU Standard - Level 1 Reporter : Level 1 Watchers : Consultants on Create Issue

SU Standard - Level 1 Reporter : Level 1 Watchers : Consultants on Create Issue

Roles that get notified

Project Role

(Consultants)

Reporter 

Current

Assignee 

All

Watchers 


Issue Created

An issue has entered into the system

Issue Updated

An issue has had its details changed. This includes the deletion of an issue comment.


 ✓ ✓

Issue Assigned

An issue has been assigned to a new user.



Issue Resolved
An issue has been resolved (usually after being worked on and fixed).


Issue Closed

An issue has been closed. (Note that an issue may be closed without being resolved).




Issue Commented

An issue has had a comment added to it.


Issue Comment Edited

An issue's comment has been modified.




Issue Comment Deleted

An issue has been deleted.




Issue Reopened

An issue has been re-opened.


Issue Deleted  

An issue has been deleted.




Issue Moved

An issue has been moved into or out of this project.



Work Logged On Issue

An issue has had hours logged against it (i.e. a worklog has been added).





Work Started On Issue

The Assignee has started working on an issue.





Work Stopped On Issue

The Assignee has stopped working on an issue.





Issue Worklog Updated

An entry in an issue's worklog has been modified.





Issue Worklog Deleted

An entry in an issue's worklog has been deleted.





Generic Event

The exact nature of this event depends on the workflow transition(s) from it was fired.




Notify

The exact nature of this event depends on the workflow transition(s) from it was fired.





Soft Close

The exact nature of this event depends on the workflow transition(s) from it was fired.





Issue Marked As Spam

The exact nature of this event depends on the workflow transition(s) from it was fired.




Feedback Request

The exact nature of this event depends on the workflow transition(s) from it was fired.


CM Status Reminder

The exact nature of this event depends on the workflow transition(s) from it was fired.





Feedback Received

The exact nature of this event depends on the workflow transition(s) from it was fired.



Work Scheduled

The exact nature of this event depends on the workflow transition(s) from it was fired.


On Hold

The exact nature of this event depends on the workflow transition(s) from it was fired.




SU Standard - Level 2 Reporter : Level 2 Watchers : Consultants on Create Issue

SU Standard - Level 2 Reporter : Level 2 Watchers : Consultants on Create Issue


Roles that get notified

Project Role

(Consultants)

Reporter 

Current

Assignee 

All

Watchers 


Issue Created

An issue has entered into the system

Issue Updated

An issue has had its details changed. This includes the deletion of an issue comment.


Issue Assigned

An issue has been assigned to a new user.

Issue Resolved
An issue has been resolved (usually after being worked on and fixed).


Issue Closed

An issue has been closed. (Note that an issue may be closed without being resolved).




Issue Commented

An issue has had a comment added to it.


Issue Comment Edited

An issue's comment has been modified.


Issue Comment Deleted

An issue has been deleted.


Issue Reopened

An issue has been re-opened.


Issue Deleted  

An issue has been deleted.




Issue Moved

An issue has been moved into or out of this project.


 ✓

Work Logged On Issue

An issue has had hours logged against it (i.e. a worklog has been added).





Work Started On Issue

The Assignee has started working on an issue.





Work Stopped On Issue

The Assignee has stopped working on an issue.





Issue Worklog Updated

An entry in an issue's worklog has been modified.





Issue Worklog Deleted

An entry in an issue's worklog has been deleted.





Generic Event

The exact nature of this event depends on the workflow transition(s) from it was fired.




Notify

The exact nature of this event depends on the workflow transition(s) from it was fired.





Soft Close

The exact nature of this event depends on the workflow transition(s) from it was fired.





Issue Marked As Spam

The exact nature of this event depends on the workflow transition(s) from it was fired.




Feedback Request

The exact nature of this event depends on the workflow transition(s) from it was fired.


CM Status Reminder

The exact nature of this event depends on the workflow transition(s) from it was fired.





Feedback Received

The exact nature of this event depends on the workflow transition(s) from it was fired.



Work Scheduled

The exact nature of this event depends on the workflow transition(s) from it was fired.


On Hold

The exact nature of this event depends on the workflow transition(s) from it was fired.




SU Standard - Level 1 Reporter : Level 2 Watchers : Consultants on Create Issue

SU Standard - Level 1 Reporter : Level 2 Watchers : Consultants on Create Issue


Roles that get notified

Project Role

(Consultants)

Reporter 

Current

Assignee 

All

Watchers 


Issue Created

An issue has entered into the system

Issue Updated

An issue has had its details changed. This includes the deletion of an issue comment.


 ✓

Issue Assigned

An issue has been assigned to a new user.


Issue Resolved
An issue has been resolved (usually after being worked on and fixed).


Issue Closed

An issue has been closed. (Note that an issue may be closed without being resolved).




Issue Commented

An issue has had a comment added to it.


Issue Comment Edited

An issue's comment has been modified.



Issue Comment Deleted

An issue has been deleted.



Issue Reopened

An issue has been re-opened.


Issue Deleted  

An issue has been deleted.




Issue Moved

An issue has been moved into or out of this project.


 ✓

Work Logged On Issue

An issue has had hours logged against it (i.e. a worklog has been added).





Work Started On Issue

The Assignee has started working on an issue.





Work Stopped On Issue

The Assignee has stopped working on an issue.





Issue Worklog Updated

An entry in an issue's worklog has been modified.





Issue Worklog Deleted

An entry in an issue's worklog has been deleted.





Generic Event

The exact nature of this event depends on the workflow transition(s) from it was fired.




Notify

The exact nature of this event depends on the workflow transition(s) from it was fired.





Soft Close

The exact nature of this event depends on the workflow transition(s) from it was fired.





Issue Marked As Spam

The exact nature of this event depends on the workflow transition(s) from it was fired.




Feedback Request

The exact nature of this event depends on the workflow transition(s) from it was fired.


CM Status Reminder

The exact nature of this event depends on the workflow transition(s) from it was fired.





Feedback Received

The exact nature of this event depends on the workflow transition(s) from it was fired.



Work Scheduled

The exact nature of this event depends on the workflow transition(s) from it was fired.


On Hold

The exact nature of this event depends on the workflow transition(s) from it was fired.



SU Standard - Level 1 Reporter : Level 1 Watchers : PM on Create Issue

SU Standard - Level 1 Reporter : Level 1 Watchers : Project Managers on Create Issue

Roles that get notified

Project Role

(Project Manager)

Reporter 

Current

Assignee 

All

Watchers 


Issue Created

An issue has entered into the system

Issue Updated

An issue has had its details changed. This includes the deletion of an issue comment.


 ✓ ✓

Issue Assigned

An issue has been assigned to a new user.



Issue Resolved
An issue has been resolved (usually after being worked on and fixed).


Issue Closed

An issue has been closed. (Note that an issue may be closed without being resolved).




Issue Commented

An issue has had a comment added to it.


Issue Comment Edited

An issue's comment has been modified.




Issue Comment Deleted

An issue has been deleted.




Issue Reopened

An issue has been re-opened.


Issue Deleted  

An issue has been deleted.




Issue Moved

An issue has been moved into or out of this project.



Work Logged On Issue

An issue has had hours logged against it (i.e. a worklog has been added).





Work Started On Issue

The Assignee has started working on an issue.





Work Stopped On Issue

The Assignee has stopped working on an issue.





Issue Worklog Updated

An entry in an issue's worklog has been modified.





Issue Worklog Deleted

An entry in an issue's worklog has been deleted.





Generic Event

The exact nature of this event depends on the workflow transition(s) from it was fired.




Notify

The exact nature of this event depends on the workflow transition(s) from it was fired.





Soft Close

The exact nature of this event depends on the workflow transition(s) from it was fired.





Issue Marked As Spam

The exact nature of this event depends on the workflow transition(s) from it was fired.




Feedback Request

The exact nature of this event depends on the workflow transition(s) from it was fired.


CM Status Reminder

The exact nature of this event depends on the workflow transition(s) from it was fired.





Feedback Received

The exact nature of this event depends on the workflow transition(s) from it was fired.



Work Scheduled

The exact nature of this event depends on the workflow transition(s) from it was fired.


On Hold

The exact nature of this event depends on the workflow transition(s) from it was fired.





A less common notification schemes is the following:

ITS Change Management Scheme


Change Management

Notification Scheme

Roles that get notified
Reporter Current Assignee All Watchers 

Project Role

(Project Managers)

Approving

Manager

Approving

Peers

Change-Management-44s
EventsIssue Created 
Issue Updated


Issue Assigned  



Issue Resolved  


Issue Closed  

Issue Commented  

Issue Comment Edited  



Issue Comment Deleted


Issue Reopened  


Issue Deleted  


Issue Moved  


Work Logged On Issue  



Work Started On Issue  



Work Stopped On Issue  



Issue Worklog Updated  



Issue Worklog Deleted  



Generic Event  



Notify





Soft Close






Issue Marked As Spam






Feedback Request






CM Status Reminder


Feedback Received






Work Scheduled






On Hold