Self Assignment of an Incident Via an Email

In an effort to assign a worker in a timely response, we customized the email template "Incident Needs Assignment" to include the smart task "Assign this incident to me". This allows workers to assign incidents to themselves thru an email notification, which streamlines the worker assignment process in our environment...

Before you customize your email template you will need to know the task id for the Assign this incident to me. You can determine the task id by selecting Admin > Tasks > List Tasks. Select the Assign this incident to me task and right click to view in a new window. The task id will be listed in the URL. (see picture below)

Once you know the task id then you can proceed with customizing your email template. The email templates are found under Admin > E-Mail Templates > List E-mail Message Templates. Select the Incident Needs Assignment template and select the clone icon. Rename the template to "Custom Incident Needs Assignment". This will prevent your changes being overwritten during an upgrade. Edit the custom template by adding the following HTML syntax under the Details heading. You will need to replace the task id with the task id in your environment. (see picture below)

You will need to determine where you would like to place this task under the details heading. Below is what we have included under our details heading.

Below is the custom incident needs assignment email template view

Once you have completed the email template customization, you will need to modify the notify rule to use the new custom template. Notify rules are found under Admin > Notify Rules > List Notify Rules. Edit the notify rule used to inform workers an incident needs assignment. Select the drop down menu for send e-email and select the custom incident needs assignment template.