Configuring incident email notifications

This article explains how to enable incident email notifications at both the provider level and the organization level, and how notifications behave depending on your configuration.

Enable organization-level notifications

To enable incident emailing at the organization level, do the following:

1. Navigate to Provider Settings.

2. On the Details and Settings tab, turn on Allow organizations to subscribe to notifications.

3. Scroll down to the bottom and click Update.

NOTE  If a PSA integration is enabled, incident emails will not be sent. Incidents generated after this setting is enabled will create tickets directly in the PSA.

Once this setting is enabled, organizations can configure their own notification recipients.

Configure organization notifications

1. Switch context to the appropriate organization.

2. Select Organization Settings.

3. Open the Notifications tab.

4. Add one or more email addresses to receive organization-level notifications.

5. Scroll to the bottom of the page and click Update Notification.

Notification behavior

• If incident notifications are configured only at the provider level, notifications are sent to provider recipients.

• If incident notifications are configured only at the organization level, notifications are sent to organization recipients.

• If incident notifications are configured at both the provider and organization levels, notifications are sent to both provider and organization recipients.

• If a PSA integration is enabled, email notifications are suppressed, and incident tickets are created directly in the PSA ticketing system.

• When an incident ticket is configured at both the provider and organization level, a notification will be submitted to both provider and organization recipients.