Customizing Mail Notifications

Overview

You can customize the content of the various notification emails sent by SecureChange or disable them.

Customize Mail Notifications

Select Customize Mail Notifications:

From the list on the left, select the notification you want to configure.

The details and current content of the selected notification appears to the right of the list. They are also listed at the bottom of this page.

To disable this type of email for all workflows and steps, clear Send mails for this template.
To send email to a notification group, select Send mails to notification group. This option is relevant for the following events:
- Confirm resolved request
- Handling completed
- Request automatically closed
- Request expired
- Request expiring
- Request opened
- Request to access application completed
- Request to access application rejected
- Request to access application submitted (to requester)
- Resubmit request
- Your request rejected
To send the notification to multiple groups, create a group, and add to it all the groups to which you want to send the mail notification.
Edit the Mail subject, and the Mail Body.
To include ticket-specific content, select a Mail variable and click Insert.

Typing a variable name does not create a variable. Variables must be inserted from the list.

To see an actual email generated with the edited content, type an email address (available only if logged-in user does not have an email address configured in SecureChange) and click Test mail.
When your notification configuration is finalized, click Save.
To revert to default mail content, click Reset.

Mail Notifications

The mail notifications include the following:

Notification	Description
Access Request verification failed	Message sent to Task handler when Access Request verification failed.
Blocked connection notification	Message sent to predefined participants informing them that a connection was blocked due to a change in the network.
Confirm resolved request	Message sent to Requester to confirm satisfactory resolution.
(DEPRECATED) External approver notification	This notification has been deprecated.
Handling completed	Message sent to Requesters informing them the request has been completed and the ticket closed.
Notification Email	Notifications about events that require administrator attention are sent to this address. We recommend that you enter an address for a mailing list so that you can manage the recipients of the notifications in your mail server.
Provide info	Message sent to user specified in Task handler's request for more information.
Redo task	Message sent to Task handler to redo already-performed task.
Reply received	Message sent to Task handlers who have requested more information, informing them the information has been supplied.
Request automatically closed	Message sent to Requesters informing them the request has been automatically closed since relevant traffic was found to be already implemented.
Request expired	Message sent to predefined participants informing them the request has been expired.
Request expiring	Message sent to predefined participants informing them the request will expire.
Request opened	Message sent to the requester after the request was opened
Request rejected (to task handler)	Message sent to Task handlers informing them the request has been rejected.
Request to access application completed	Message sent to the Requester after application access was approved.
Request to access application rejected	Message sent to the Requester after application access was rejected.
Request to access application submitted (to requester)	Message sent to the Requester after application access was requested.
Requested access to application (to owner)	Message sent to the application owner after application access was requested.
Requester canceled request	Ticket assignee receives the notification.
Resubmit request	Message sent to Requester to resubmit the request.
Risks were manually disregarded	Message sent when the Access Request risks were manually disregarded.
SLA status raised (additional recipients)	Message sent to predefined participants informing SLA status was raised.
SLA status raised (handlers)	Message sent to current or potential Task handlers informing SLA status was raised.
Task assigned to you (auto)	Message sent to automatically-assigned Task handler.
Task assigned to you (manual)	Message sent to manually-assigned Task handler.
Task available	Message sent to Step participants for self-assignable Task.
Task needs to be assigned (to assigner)	Message sent to designated assigner for manual assignment.
Task re-assigned to you	Message sent to new Task handler after manual re-assignment.
Update Virtual server	Message sent to the owner of an application when a virtual server used in the application is updated.
Your request rejected	Message sent to Requesters informing them of request rejection.

Mail Notifications Variables

The predefined mail notification variables include the following:

Variable	Description
TICKET_ID	ID if the ticket
CURRENT_USER	Name of user currently handling the ticket
CONTENT_OF_REQUEST	Available for the following templates: Request for additional info: contains the comment sent by the person who requested the additional information General notification: contains the description of the critical error which occurred, for example "Failed to synchronize LDAP server New LDAP. Reason: user/group name cannot be empty. ldap_uid: ZFa6vPbxm0+CaCP+fsyNnQ=="
REQUESTOR_USER	Name of the user who made the request
WORKFLOW_NAME	Name of the workflow used for this request
CURRENT_STEP	Name of the current step
PRIORITY	Priority assigned to the request
STATUS	Current status of the ticket
LINK	URL link included in the request
ASSIGN_TO	Name of user assigned to handle the ticket
ASSIGNER_NAME	Name of the user who assigned the ticket handler
CANCEL_BY	Name of the user who canceled the ticket
REPLY_USER	Name of user to reply to
TICKET_SUBJECT	Subject of the request, as entered by the requester
REJECT_REASON	Reason specified by the handler for rejecting the request
SLA_STAT	SLA Status - NA, OK, Warning, Alert, Escalation
SLA_OUTCOME	Identifies whether the SLA was met - unknown, met, overdue, NA
FIELDS	Contains the contents of multi-access rule or multi group change fields
REJECT_PERSON	Name of the person who rejected the request
EXPIRATION_DATE	Date the ticket expires
EXPIRATION	Same as EXPIRATION_DATE
EXTERNAL_REQUEST_ID	Contains the ID used by an external ticketing system, if SecureChange is integrated with an external ticketing system.
EVENT_TIMESTAMP	Time the event occurred in SecureApp. Available for the following templates: APPLICATION_ACCESS_REQUESTED APPLICATION_ACCESS_REQUESTED_REQUESTER APPLICATION_ACCESS_CONFIRMED APPLICATION_ACCESS_REJECTED
CONNECTION_NAME	The name of the connection from SecureApp
REQUEST_ID	Application access ID
APPLICATION_NAME	Name of the application in SecureApp
GROUP_NAME	Name application access group name
REQUESTED_IP	Hostname or IP address of application access
CHANGES_LIST	(relevant only for update and delete a virtual server) Contains the changes made on a virtual server
DATE_OF_REQUEST	Date the request was made
TIME_OF_REQUEST	Time request was made

How Do I Get Here?

SecureChange > Settings > Mail Notifications