It is no secret that I strongly believe Email is a productivity tool from the last century and recommend against enabling one-off email notifications unless absolutely necessary.
A much better way and extremely advanced configuration is to create email summaries.
Some popular examples of email summaries are:
- Daily SLA (Escalation) Email Summaries (combined with a19 SLA Indicator)
- Daily Assignment (Task) Email Summaries
- Daily Incident Email Summaries
- Weekly Change Request Email Summary
- Software Asset Management – License Reconciliation and Audit Summaries
- Procurement Purchase Order Summary
- Hardware Asset Management and Inventory Bar Code Scanning Summaries
- Service Request Schedule Summary
- Knowledgebase Activity Summary
- Project Status Updates
Why would you opt out of one-off emails and implement email summaries? Email notifications become counter productive when there is a flood of email notifications for just 1 incident, service request, or task. Back in the day (last century) when ticket volumes were much lower, email made sense. In today’s fast paced Service Desk world, ticket volumes have gone up and turnaround times have gone down, requiring targeted emails, just-in-time (JIT), meaningful, precise and concise emails.
What happens when HEAT ISM End Users get overwhelmed with emails?
- Recipients interact with outdated information in emails
- Recipients spend more time on emails than the actual resolution
- Recipients create email filters and frankly set and forget or ignore one-off emails
- Morale goes down and the Ivanti Implementation‘s emails are deemed a nuisance
How to solve the Ivanti service manager email notification dilemma?
Balance, just-in-time emails, with precise, concise information, and email summaries.
When should emails be one-off and when should emails be summarized?
One-off email candidates are any time-sensitive emails, typically high priority. P1 and P2 Incidents Updates, P1/2 Tasks Creations and Escalations, Urgent Service Request for example.
Email Summaries should be employed whenever to expect frequent email notifications on the same subject (think business object) throughout the day. For example summaries of new tasks assigned and outstanding, every morning, or daily incident SLA/Escalation breach warnings and breaches.
What information should be in the email? Email notifications should be precise and concise and contain minimal information, less is more for sure, especially for one-off emails as the information can change quickly. Symptoms for example may get updated and journal notes are added frequently for high priority incidents, so it’s best to redirect the user to a link to open the incident in the HEAT ISM Application.
Advanced Ivanti Service Manager Configuration
How do you implement email summaries? This is an extremely advanced configuration topic that requires scheduled workflows, saved searches, quick actions, and use of the ChildFold and ForEachChild functions to create a custom email summary business object that is used to trigger and manage HTML emails as well as provide the user with a link to the email summary within the HEAT ISM Application, and Email Summary Dashboard for a better overview for executives, managers, service desk analysts, and end users alike.
The simple answer is that if you are still unsure how to implement Ivanti Email Notification Summaries, then seek a seasoned Ivanti Consultant that can get it done.
The estimated effort for a simple email summary is anywhere from 5 to 10 days depending on criteria. Please be sure to contact me or set up a discovery session to take your Ivanti implementation to the next level!
PS: If you’re still reading this, here is another tip: Consider Targeted Mobile App Notifications and SMS Notifications as well!
PPS: Ask a19 Consulting about their a19 Email Summary Module for Ivanti Service Manager! The first 3 customers that mention my blog, get a special bonus.