OpenStudio sends automatic email notifications for a wide range of events to keep users and administrators informed. This guide provides an overview of the notification system and explains how to adjust settings where applicable.
Types of automated notifications
Email notifications are sent automatically for events across multiple applications. Here is a summary of the main categories:
| Application | Events that trigger an email | Recipients |
|---|---|---|
| Helpdesk / Trouble Ticketing | New ticket submitted, operator reply, status change, ticket solved | Submitter and/or assigned operator (configured per queue) |
| HR - Requests | Request received, request approved/rejected, proceeding finalized | Submitting user and HR operators |
| Sessions Records and Deliberations | Invitation sent to body members, documentation forwarded | Government body members and session manager |
| IT Protocol | Document registered (arrival/departure), RPA notification | RPA and CC operators as specified during registration |
| Authorization Groups | Membership expiring in 7 days, membership expiring in 2 days | Group Responsibles and Delegates |
| Digital Signature | Certificate request processed, certificate ready | Requesting user |
| User Registration | Invitation email to new users | Newly registered user |
Configuring notification behavior
Trouble Ticketing queues
Notification rules for support queues can be configured per queue by the Queue Delegate or Administrator. Go to Manage Support Queues > Details > Notification Rules to specify which events notify the operator, the submitter, or an admin.
IT Protocol notifications
During document registration, the operator can choose to enable or disable the Send an email notification option for the RPA and CC operators named in each document.
InfoComm (Mass communications)
For sending targeted emails to groups of users (not automatic event-driven emails), use the InfoComm (Messaging to Users) application. Refer to How can I deliver mass communication to users or categories of operators?
Why am I not receiving emails?
If you are not receiving expected email notifications, check the following:
- Your registered email address is correct and verified (check in Manage Personal Data).
- Check your spam/junk folder — notifications come from the OpenStudio mail server.
- Verify that the notification rule for the relevant application is enabled (e.g., for support queues).
- Contact your administrator if the issue persists, as there may be a delivery configuration problem at the organization level.
