#Configure Administrator Notification

Administrator Notification allows you to configure a notification to inform the Administrator Contact should any service request encounter an error.

To access Administrator Notification settings, click Administrator Notification in the System group within the Settings interface.

Follow the instructions below to configure the Administrator Notification settings:

1. Alternate Administrator Contact – Specify a user or a Microsoft Entra group to be an alternate Administrator Contact in case that the Administrator Contact is unavailable. Enter the username or the group name in the text box. Press Enter to check if the name is valid.

2. Email Settings – Allows you to send an email to the Administrator Contact once a task has been assigned to that Administrator Contact when an error occurs. Select the Notify the Service Request Administrator Contact when the task is assigned checkbox, and select an email template from the drop-down list for this email notification.

3. Duration and Escalation – Select the Enable Duration and Escalation checkbox to notify another administrator contact if an error task has not been handled within the specified amount of time. Make sure that the user receiving the escalated tasks has enough permission to handle all tasks.

   1. Duration – Enter a number in the text box for the deadline, and select Day(s) or Week(s) as the time unit for the duration.

      You can select the Send a reminder email to the approvers before the task is escalated checkbox to remind the administrator contact before the error task expires. Select a reminder profile from the drop-down list or click Create New to create a new one. For more information about configuring a reminder profile, refer to Configure Reminder Profiles for Upcoming Expiration.

   2. Escalation – Select the action that the escalation will trigger from the drop-down list.

      • Notify – The specified user will be notified when the task is escalated. Enter the username in the text box. Press Enter to check if the name is valid. You can also enter $ to select the role $Manager of approver. The manager of the approver of the task will be notified when the task is escalated.

      • Re-assign to – The task will be re-assigned to the specified users when the task is escalated. Enter the username in the text box. Press Enter to check if the name is valid. You can also enter $ to select the role $Manager of approver. The task will be reassigned to the manager of the approver when the task is escalated.

   3. Email Template – Select an email template from the drop-down list.

4. Click Save to save the configurations and return to the Settings interface, or click Cancel to return to the Settings interface without saving any changes.