 By default and also a typical configuration, the Incident management and ITSM Request management processes do not allow updates to Closed records.  This includes updates from inbound emails, where the default behaviour is not to add the email contents into the already Closed records.

Activating email auto replies for closed tickets

 Outbound email notifications provide the ability to send HTML emails to users based on a condition when a record is updated or created.  Outbound notifications can be sent conditionally and can provide content that can have scripted logic and field content.

Outbound Email Notifications

 For development or testing purposes, you are able to direct all Servicely outbound email notifications (emails Servicely is sending out) into a single email address (override email address).  This allows you to create or generate test records with real person (real email addresses) as Requestors, Assignees, etc but without them notified as the emails intended for them will be sent to the nominated override email address instead.

Notification Override

Azure configuration

Outbound Notifications

Out of the Box - Available without modifications from a fresh install of Servicely

OOTB

CMDB

Servicely Docs

Servicely product documentation including out-of-box configuration

Business Applications Overview

What is Enterprise Interactions?

Interaction fields and their behaviour

Additional security and restrictions

Interaction specific roles

Enterprise Interactions

HR Case Fields and their behaviour

HR Case Management - Workflow

Other fields hidden from form and un-used

HR Case automation and functionality

HR Permissions & Roles

Human Resources

What is IT Service Management?

ITSM Processes

ITSM Roles

IT Service Management

Business Applications

Catalog Categories

Catalog Items

Questions

Reference Filter

Catalog

SOFI - Service Agent Assistant

AI Prompt - Single shot LLM Classification/Prompting

Intelligent Routing

Intelligent Automation

Kanban

Announcements

Knowledge base fields and their behaviour

Knowledge fields and their behaviour

Approval within Knowledge

Knowledge Table Schema

Knowledge specific roles

Knowledge Management

Reports

Dashboards

Scheduled reports

Template Reports

Reports and Dashboards

Survey

Templates

Servicely Capability

Application Properties

What is an Application?

Miscellaneous Application Properties

Application Administration

Change Sets

Data Import & Transformation

Conversation Application (Beta)

Email processing and management

Messaging & Notifications

IP Filtering

Reverse Proxy

Networking

Authentication & Authorization

Permissions & Security

Reference Qualifiers

Aggregation API

DateTime API

Job API

Journal API

Dialog API

Logger API

Money API (BigDecimal)

Provisioning Scripts

Script Libraries

Table API (Client)

Table API (Server)

Trigger

UI Event

User Object (Client and Server)

Running Server Scripts

Workflow API

Other API / Javascript Scripts

TableChecks

Scripting

System fields and their behaviour

System Event Definition

Timezone Management

User Impersonation

Two Factor Authentication (2FA)

Single Sign-on - SAML 2.0

User and Group Provisioning

User access and provisioning

Servicely Administration

Aspects & Views

Branding

Checklist Templates

Choices & Choice Lists

Classifications

Custom Related Lists

Form Layouts

Full Text Search

List Layouts

Localisation

Platform Password reset

Query Functions

Record Generation

Reclassification Field Map

Reminder Generation

System Table Cleanup

Schedule

Service Level Management (SLM)

Workflow

Servicely Configuration

Microsoft Teams Group Chat Setup

Microsoft Teams Notification Setup

Microsoft Teams

Adding a new CMDB Class/Table

CMDB Permissions & Roles

Configuration Management Database - CMDB

Inbound Authentication for Integrations

GET Request - Retrieving records

DELETE request - Deleting records

PATCH Request - Updating existing records

POST Request - Creating new records

PUT Request - Replacing content of existing records

JSON REST API

Microsoft Intune CMDB Integration

Node-RED Authentication

Node-RED

Managed - OAuth2

Managed - HMAC Body (Servicely compatible)

Managed - Bearer token

Managed - Basic Authentication

Outbound Authentication for Integrations

Outbound HTTP Requests (Scripted)

System Controllers

Webhooks

Foundation Data & Integrations

Creating a new Catalog Item

Upgrade FAQs & Best Practice

Guides

Outbound Notifications

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