Sending notifications when an issue changes status
There are 4 cases when an alert notification can be sent after an issue is saved:
- Open: the first time an issue with an external description is saved.
- Resolved: the issue is marked as contractually resolved.
- Closure: the issue is marked as closed on the customer's side.
- Changes of state: the issue status is modified.
These alerts depend on the engagement contracts and must be enabled from a contract.

You must first define the recipients of the alert notifications. They must be linked to the contract and must be able to receive messages by email or fax (enabled options).
Several types of contacts can be defined, i.e. contacts and employees linked to:
The products
1 | Go to Help Desk > Maintained products and start a search. |
2 | Open the relevant record sheet and click on the Contact interlocutors or Employee interlocutors tab, depending on your needs, then switch to the modification mode. |
3 | Click on |
The contract sites
It can also be called the site of the customer linked to the contract.
1 | Go to Help Desk > Contracts > Customer contracts, then start a search. |
2 | Open the relevant record sheet and click on the Main tab. |
3 | Click on the customer's hyperlink to access the record sheet. |
4 | In the customer record sheet, click on the Sites tab and double-click on the site. |
5 | From the Site record sheet, go to Edit > Alert management. |
6 | Click on |
The contract
1 | Go to Help Desk > Contracts > Customer contracts, then start a search. |
2 | Open the relevant record sheet and click on the Contacts for alerts tab. |
3 | Click on |
The contract services
1 | Go to Help Desk > Contracts > Customer contracts, then start a search. |
2 | Open the relevant record sheet and click on the Services tab > |
3 | Click on the Insert interlocutor icon, then on |
4 | Save. |
The customers
1 | Go to Help Desk > Contracts > Customer contracts, then start a search. |
2 | Open the relevant record sheet and click on the Main tab. |
3 | Click on the customer's hyperlink to access the record sheet. |
4 | In the customer record sheet, go to Edit > Help Desk Management > Alert management. |
5 | Click on |

1 | Go to Help Desk > Contracts > Customer contracts, start a search then open the relevant record sheet. |
2 | Go to Edit > Alert management. |
3 | In the Contract alerts management section of the Maintenance and penalties tab, check the boxes for the desired recipients depending on your needs and save. |
These boxes enable you to trigger an alert in Akuiteo based on the contacts that were previously defined.

Note: the contact must be linked to the customer's main site.
1 | From People > Customers/Prospects, open the record sheet of a customer linked to the contract. |
2 | From the Customer record sheet, go to Edit > Help Desk Management > Alert management. The Help desk alerts tab is added to the customer record sheet. |
3 | Switch to the modification mode, click on |
4 | Select the type of issue that will trigger an alert: open, resolution, external / internal closure and status change. |
5 | For each option, enter the keyword to be displayed in the email's subject and specify the ALERT-type email template. |
6 | Add details about the contact in the Interlocutors handling alerts section and click on |
7 | Click on the Contacts tab and select the relevant contact. |
8 | In the Contact record sheet, click on the Help desk alerts tab and select the relevant boxes. |

1 | From People > Resources, open the employee record sheet. |
2 | Click on the Parameters tab and switch to the modification mode. |
3 | Check the relevant boxes and save. |