Many IT departments often hear that they need to improve their information flow to the end users during the life cycle of a work item. To improve this, we can create subscriptions or workflows to automatically send e-mail notifications when working with work items, such as an incident. Subscriptions and workflows can be triggered when a work item fulfills a criterion. For instance, this could be when the status if an incident changes from Active to Resolved, or when the Escalated checkbox is checked.
In order to send outgoing mails from SCSM, you need to configure a notification channel. If you haven't done so, follow these steps: