Many IT departments often hear that they need to improve their information flow to the customer during the troubleshooting process. To improve this we can create workflows or subscriptions to automatically send e-mail notifications during the lifecycle of a Work Item, such as an Incident. Workflows and subscriptions can be triggered when a Work Item fulfills a criterion. This could be when the status of an Incident changes from Active to Resolved or when the Escalated checkbox is checked.
In order to send outgoing mails from Service Manager, you need to configure a Notification Channel. If you haven't done so, follow these steps: