Plain text or HTML can be used for outgoing emails. Different email formats can also be used depending on who the email notification is going to. Lastly, any field that is part of the incident can be included in the email. For example, if the tag <title>is inserted into the email format, when the recipient receives the notification, the actual title of the incident will be displayed.
Multiple Notification Triggers: All notifications are based on a trigger. Some of these triggers include owner change, status change, new ticket, on close, etc.
Recipient Auto-Lookup: Instead of specifying the exact recipient for each email notification, ServiceWise allows you to specify a tag such as <employee> or <incident owner> as the recipient.