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Configure multi-channel notifications for service provider case events, including case creation, provider status changes, findings updates, and case status changes.

Note
Note
This feature is not available in all regions.
Service provider case notifications alert you when important case events occur for your managed customers. You can configure notifications through email, webhook, and the TrendAI Vision One™ mobile app.
The following table describes the case events that trigger notifications.
Trigger
Description
Case opened
A new service provider case is opened. The notification includes an AI-generated summary of the case.
Case status update
The status of a case changes.
Provider status changed to customer action required
The provider status of a case changes to require customer action.
Case findings updated
The case findings are updated. When findings are set to True Positive, the notification is marked as important.

Procedure

  1. In the TrendAI Vision One™ console, go to Administration → Notifications.
  2. Click Service provider case update to open the alert settings.
  3. Enable the toggle to turn on the alert.
  4. Click Specify case update and contents to configure which case events trigger notifications and customize the notification content.
    1. On the Notification content tab, select the case updates you want recipients to be notified of.
      Enable the All toggle to receive notifications for all case events, or enable individual toggles for specific events:
      • Case opened
      • Case status update
      • Provider status changed to customer action required
      • Case findings updated
    2. On the Custom prefix tab, enable the Enabled custom prefix toggle to configure a custom subject prefix and email content for the notification.
      Configure the following settings:
      • All other case events notification subject: Specify the subject prefix for all case event notifications except True Positive findings.
      • True positive case finding notification subject prefix: Specify a separate subject prefix for notifications when case findings are set to True Positive.
      • Content: Configure the email body content for the notification.
    3. Click Save.
  5. Configure the email notification settings.
    1. Click the Email tab.
    2. Specify the recipients for the email notification.
      You can add partner user accounts and customer recipients from the TrendAI Vision One™ for Service Providers Service app.
    3. To verify the configuration, click Send Test Message.
  6. Configure the webhook notification settings.
    1. Click the Webhook tab and specify the recipients to receive the notification.
      Supported webhook integrations include PagerDuty, OpsGenie, Slack, and Microsoft Teams. Webhook payloads include the CLP ID and customer name for identification.
      If your webhook is not listed, create a new webhook connection by managing webhooks in the Webhook List.
    2. To verify the configuration, click Send Test Message.
  7. Configure the mobile app notification settings.
    1. Click the Mobile tab and specify the recipients from the TrendAI Vision One™ for Service Providers Service app to receive the notification.
      Note
      Note
      When the case findings are set to True Positive, the mobile notification is marked as important and triggers a ringtone on the recipient device.
    2. To verify the configuration, click Send Test Message.
  8. Click Save.
Important
Important
Notifications respect management scope permissions. Recipients only receive notifications for cases within their assigned management scope.