Incident Notification to a Workgroup This action informs a team that a ticket has been assigned their workgroup disabled SELECT Team WHERE id=:this->workgroup_id The ticket $this->name()$, priority $this->label(priority)$ has been assigned to the workgroup $this->workgroup_name$ <html> <body> The incident ticket $this->name()$ has been assigned to the workgroup $this->workgroup_name$. Description: $this->title$ Title: $this->title$ <hr/> for more information on this ticket, click here: $this->hyperlink()$ </body> </html> normal Incident notification to Agent This action informs an agent that a ticket has been assigned to her/him disabled SELECT Person WHERE id=:this->agent_id The ticket $this->name()$, priority $this->label(priority)$ has been assigned to you <html> <body> The incident ticket $this->name()$ has been assigned to you. Description: $this->title$ Title: $this->title$ <hr/> for more information on this ticket, click here: $this->hyperlink()$ </body> </html> normal Incident Notification to caller This action is used to inform the caller disabled SELECT Person WHERE id=:this->caller_id Ticket $this->name()$, priority $this->label(priority)$ - $this->ticket_status$ <html> <body> The incident ticket $this->name()$ has changed to status $this->ticket_status$ Current situation: $this->current_situation$ Last update: $this->last_update$ <hr/> for more information on this ticket, click here: $this->hyperlink()$ </body> </html> normal