Managing Diligent One email notifications

Use the Notification settings in Diligent One Platform to control which email notifications are available to the users in your organization and how they are delivered.

You can:

  • Enable or disable specific notification categories for an application.

  • Set whether a category is enforced by the organization or managed by individual users.

  • Control whether email bundling is available for a category and define the organization default bundling behavior.

The notification behavior is determined at three levels:

  • System defaults Diligent One defines the notification categories, default behaviors, and the available configuration options.

  • Administrators (Organization level) System Admins can set up the following:

    • Turn a category off for everyone with the organization.

    • Enforce notification for a category so that all users receive notifications and cannot turn them off.

    • Enable the users to control a category so that they decide whether they receive that notification type.

    • Enable or diable email bundling for a category and set the organization-wide default bundling behavior, where supported.

  • User When a category is set as user-controllable, users can manage their preferences on the Notification Preferences page in the Profile menu. For more information, see Managing email notifications.

Note

  • Users who report not receiving email notifications may need to check their spam filter.

  • Email notifications are sent from notifications@diligentoneplatform.com or notifications@highbond.com unless your company has set up a custom sender. For more information, see Set up a custom email sender.

  • Organization-level settings always take precedence. If a category is turned off or enforced at the organization level, users cannot override it in their personal preferences.

You can also group multiple notifications to reduce the number of notification emails from the same category. When bundling is enabled for a category, the notification service collects notifications for each user over a period of time and sends them together based on the schedule you configure at the organization level or that the individual users choose, where allowed.

Apps

The apps available to you depend on the edition of Diligent One (standard or premium) in use, and whether or not your organization has purchased any add-on apps.

For more information, see Subscriptions, editions, and capabilities.

Note

Notification categories are currently not available for all applications.

Email language

When an email is sent to an address that belongs to a user, the email content is displayed in the user's language settings. When an email is sent to an email address that does not belong to a user, the email content is displayed using the organization's default language settings.

Email bundling for notification categories

Use email bundling to control how often users receive emails for high‑volume notification categories. A notification category is a named group of related notifications that are managed together.

  • Email bundling is configured per notification category.

  • As a System Admin, you decide whether bundling is available for a category and set the default bundling frequency for all users in the organization, such as send immediately, every few minutes, hourly, or once per day.

  • Where your configuration allows it, users can change bundling frequency for a category in their own notification preferences. For more information, see Managing email notifications.

  • If bundling is disabled for a category or set to Immediately as updates are available, notifications for that category are sent as individual emails.

Define notification settings

As a System Admin, you can define which notification settings users can configure, and set default preferences in accordance with your organization’s guidelines.

  1. Open the Platform home page (www.diligentoneplatform.com).

    Note

    If your company uses more than one organization in Diligent One Platform, make sure the appropriate organization is active.

  2. From the left navigation, select Platform Settings.

    The left navigation displays the different platform settings options.

  3. Under Organization management, select Notification settings.
  4. On the Notification settings page, select the Define settings button next to Product specific notification preferences.
  5. On the Product specific notification settings page, from the list of integrated applications, expand the application for which you want to configure the settings.
  6. From the list of categories, select the Configure button next to the category that you want to define the settings.
  7. On the configuration panel, do the following:

    1. Users can enable or disable notifications Toggle Yes or No based on whether users should be allowed to control a category.

    2. The default notification state for all users Toggle On or Off to set the default notification state.

    3. Set details Toggle Yes or No based on whether users should be allowed to bundle and schedule emails.

    4. Select the default bundle option for all users Based on the frequency at which you want to group the emails, select one of the following options:

      • Immediately as updates are available

      • Grouped every 5 minutes

      • Grouped every 15 minutes

      • Grouped every 60 minutes

      • Daily grouped at - From the dropdown list, select the time at which the grouped email is sent.

    5. Select Save.

Detailed information

Emails are sent from Diligent One Platform to notify users about:

  • their account activation(s)
  • changes made to their account
  • being added as a group owner

SSO enabled organizations do not receive some emails

Users who belong to SSO enabled organizations do not receive invitation and activation emails. When SSO is enabled, users can simply sign in to Diligent One Platform by going to www.diligentoneplatform.com, clicking Sign in to a custom domain, and providing the custom domain they have been assigned.

List of Diligent One Platform email notifications 

Notification type Email subject Email occurrence System Admin User
Account activation

Activate your account

 When your Diligent One account has been created

Sign in to your account

 When you have been invited as a user to an existing Diligent One Platform organization
Account changes

Changes to your account
  • When recent changes are made to your account subscriptions
  • When a user is added to your organization
  • When a user is removed from your organization
  
Changes to your email

  • When a System Admin changes your email address for you
Password change

Reset your password

 When you make a request to change your password
Bulk addition of users

Users added to organizationName

 When a System Admin has bulk added users to Diligent One Platform successfully  
Fix errors to add remaining users When a System Admin has bulk uploaded users to Diligent One Platform, but not all users have been added successfully  
Groups Manage members in your group When you have been added as a group owner, allowing you to manage user access to different resources in Diligent One
groupName is now disabled When a System Admin disables a group and you are the owner of the group
groupName is now enabled When a System Admin enables a group and you are the owner of the group

 = Receives email notification

   = Does not receive email notification

In the Strategy app, you can subscribe to operating segments and strategic objectives identified in your Strategy Map to receive updates about risks. Once subscribed, you receive the daily summary email from Diligent One once a day at 00:00 UTC time. All Strategy users that have subscribed to updates receive the email.

When is the daily summary email sent?

The email is sent when:

  • a new comment is made
  • a file is attached to a risk
  • inherent risk scores (automated using assessment drivers) change
  • an assessment driver has been disabled due to an error

Example

Subscribing to email updates

Scenario

A managing director subscribes to the EMEA (Europe, the Middle East, and Africa) operating segment. A staff member makes a comment attaches a new document to a risk associated with the EMEA operating segment.

Result

The managing director receives the daily summary email that:

  • notes the new comment and file associated with the risk
  • provides a link to the updated risk in Strategy

Subscribe to email updates

  1. From the Platform home page (www.diligentoneplatform.com), select the Strategy app to open it.

    If you are already in Diligent One, you can use the left-hand navigation menu to switch to the Strategy app.

  2. From the Strategy home page, select the Settings tab.
    • If you are a Strategy Admin, the Users page opens.
    • If you are an Oversight Executive or Oversight Reviewer, the My Notifications page opens.
  3. If you are a Strategy Admin, select My Notifications.
  4. For each operating segment or strategic objective, select the checkbox to subscribe to updates about risks, or deselect the checkbox to unsubscribe from receiving updates.
  5. Click Update. Your subscription setting are saved.

Emails are sent from Projects to notify users about:

  • assigned requests, reviews, to-dos, or actions
  • changes to projects

Configure how often reminders are sent

If you need to send recurring reminders about actions and requests, you can configure how often email notifications should be sent to owners and CC'ed persons.

You can send recurring reminders on:

  • a daily, weekly, or monthly schedule
  • a custom schedule based on "x" number of days before the due date

Example

Configuring recurring reminders

Scenario

You create a request and specify the due date as May 3, 2019. You also configure your notifications settings as follows:

  • Send recurring reminders Weekly
  • Send reminders prior to due date 5, 3, 1, blank, blank

Result

Reminder emails for the request are sent weekly (every Monday) prior to May 3, 2019. Additional reminder emails for the request are also sent 5 days, 3 days, and 1 day prior to May 3, 2019.

After May 3, 2019, the reminder emails continue sending on a weekly schedule until the request is closed, deleted, or assigned to another person. If the person assigned to the request is removed from the project, or the project is archived, the reminder emails also stop sending.

Steps

  1. From the Platform home page (www.diligentoneplatform.com), select the Projects app to open it.

    If you are already in Diligent One, you can use the left-hand navigation menu to switch to the Projects app.

  2. Under System administration, select Manage project types.

  3. Navigate to the appropriate project type and select Edit.

  4. On the Manage Project Types page, select the Notifications tab.

  5. Configure the following fields and select Save:

    Field Default Remarks
    Send recurring reminders Weekly Select Daily, Weekly, or Monthly from the dropdown list to indicate the frequency that reminder emails will be sent for outstanding items (open or overdue actions/requests). Reminder emails start sending at 00:00 UTC. Weekly reminders send on Mondays, and monthly reminders send on the first day of the month. Reminder emails about actions and requests send prior to and after the due date until the items are closed, deleted or assigned to another person. If the person assigned to the item is removed from the project, or the project is archived, reminder emails also stop sending.
    Send reminders prior to due date   Select this option to set a custom schedule for reminder notifications based on "x" number of days before the due date of the action/request. You can specify up to five custom notification frequencies. If the due date of an action / request has passed, or if no due date is set, reminder emails are sent on the default frequency (Weekly) or specified recurring reminder frequency (Daily or Monthly).

Note

If you enable only regularly recurring reminder emails without additional scheduled reminders "x" days prior to the due date, Diligent One sends the regularly recurring reminders both before and after the due date.

However, if you enable both notification types, Diligent One sends only the reminders on the custom schedule before the due date, and sends only the additional regularly recurring reminders after the due date has passed.

List of email notifications

Notification type Email subject Email occurrence Roles that can receive the email
Reset user password Reset your password

when a Project Admin resets a user's password

Note

Project Admins can reset a user's password from Projects under System administration > Manage users.

 Any role
Bulk upload Items uploaded when risks or controls are bulk uploaded to a project or framework, or issues are bulk uploaded to a project Professional Manager
Backup Download your project backup when a backup of a project is complete Professional Manager
Project backup failed: try again when a problem occurs during the process of backing up a project Professional Manager
Project creation Project creation failed: try again when a problem occurs during the process of creating a project within an assurance plan
  • Project Admin
  • Project Creator
Project archived or rolled forward Project archived when a project is archived Professional Manager
Archiving projectName failed: try again when a project is archived and a problem occurs Professional Manager
Project rollforward complete when a project has been rolled forward Professional Manager
Project deleted Project deleted when a project has been deleted and will be permanently deleted automatically in 30 days
  • Project Admin
  • Project Creator
Importing, cloning, and copying Standards and regulations imported when standards or regulations are successfully imported to a compliance map
  • Professional Manager
  • Professional User
Import to compliance map failed: try again when standards or regulations are unsuccessfully imported to a compliance map
  • Professional Manager
  • Professional User
Import from Content Library failed: try again when a problem occurs during the process of importing from Content Library
  • Professional Manager
  • Professional User
  • Importing process failed: try again
  • Cloning process failed: try again
  • Rollforward process failed: try again
  • Copying certification failed: try again
 When a problem occurs during the import, cloning, rollforward, or copying process
  • Professional Manager
  • Professional User
Automated assessments Updates to automated assessments
  • when risk and control assessments have been updated by an assessment driver
  • if any assessment drivers have been disabled due to an error
  • Professional Manager
  • Professional User
Review userName assigned you as a reviewer

when the next reviewer is assigned to review one of the following:

  • a planning file
  • a narrative
  • a risk control matrix or project plan
  • a list of walkthroughs or execute procedures
  • a single walkthrough or execute procedure
  • a list of test plans
  • a single test plan
  • a testing round
  • a single test
  • an issue (details, remediation, or retest information)
  • Professional Manager
  • Professional User
  • Oversight Executive
To-dos userName assigned you a to-do when a to-do has been assigned to you Any role
userName commented on a to-do when a person posts a comment on a to-do Any role

Close a to-do

when a person clears a to-do

 Any role
userName closed a to-do when a person closes a to-do Any role
Actions, requests, certifications, and assignments

assignerName assigned an action item to assigneeName

 when you have been assigned to respond or contribute to an action Anyone (not only Diligent One users)
userName updated an action item

when someone updates an action

This email is sent to the action creator (Assigned by). The action creator does not receive the email if they updated the action.
  • Professional Managers
  • Professional Users
userName commented on an action item

when someone posts a comment on an action

This email is sent to the action creator, action owner, and any CC'ed users. The person that made the comment does not receive this email.

 Anyone (not only Diligent One users)

Respond to a request

Note

This email subject is customizable.

 when you have been assigned to respond or contribute to a request Anyone (not only Diligent One users)
userName updated a request

when someone updates a request

This email is sent to the requestor. The requestor does not receive the email if they updated the request.
  • Professional Managers
  • Professional Users
userName commented on a request

when someone posts a comment on a request

This email is sent to the requestor, request owner, and any CC'ed users. The person that made the comment does not receive this email.

 Anyone (not only Diligent One users)

userName assigned you to a(n) ItemName

When a user has been assigned as Owner, Executive Owner, or Assigned User for an objective, control, test, or published issue

When a user has been assigned as Owner for an unpublished issue, and that issue is then published

Note

If an issue is assigned and then published, those with a Professional or Oversight role will get duplicate notifications: one when the issue is assigned to them, and another when the issue is published. Those with a Contributor role are only notified once the issue has been published.

 
  • Owner or Executive Owner Any role
  • Assigned User only Professional Manager, Professional User, or Contributor Tester
You have been assigned as procedure owner with x assignment(s) when a user has been assigned as Owner for multiple controls at once in Mission Control Any role
You have been assigned as control tester with x assignment(s) when a user has been assigned as Assigned User for multiple controls at once in Mission Control Any role

Respond to questionnaireName

when a control performance task is sent to a control performer

 Anyone (not only Diligent One users)
Respond to assessmentSurveyname when an assessment survey is sent to a control owner Anyone (not only Diligent One users)
userName requests your Certification
Note

This email subject is customizable.

when a certification request is sent to someone

 Anyone (not only Diligent One users)
Reminder Respond to action items

when an action's state is "Open", recurring reminders are sent based on the configured settings

 Anyone (not only Diligent One users)
  • Action required on open request item
  • Respond to multiple requests

when a request's status is "Open", recurring reminders are sent based on the configured settings

 Anyone (not only Diligent One users)

The Results app sends emails to notify people about:

  • triggered actions
  • assigned records, questionnaires, event reports, and surveys
  • restrictions and data import errors

List of email notifications

Email subject Email occurrence
Review records When a trigger that is set to notify you executes.
A trigger assigned records to you When a trigger that is is set to assign records to you executes. If you do not want to be notified each time a trigger assigns you a record, you or a Results Admin can edit that trigger and turn off the email notification.
userName assigned records to you When someone assigns records to you.

Respond to questionnaireName

Note

This email's subject and body content are customizable. For more information, see Customizing questionnaire emails.

 When a trigger that is set to assign a questionnaire executes.
When someone sends you a questionnaire while remediating records.
When you are a control owner and someone sends you an assessment survey from Projects.
When someone sends you a survey.
Data import to tableName failed: try again When Results cannot import data based on missing or conflicting values that exist within the primary key.
Metric threshold reached When a trigger that is set to notify you that a metric threshold has been reached executes.

The Storyboards app sends emails to notify people about changes to storyboard access.

Email subject Email occurrence
userName added you to a storyboard When someone gives you access to a storyboard.
userName shared your storyboard When someone shares a storyboard you created with another user or workflow group.
userName changed your access level to a storyboard When someone changes your access level to a storyboard.

When you create a scheduled task in the Robots app, you can choose to notify one or more specific users if the task does not run for any reason.

For more information, see Creating and scheduling tasks.

Emails are sent from the Reports app when you share a report or dashboard to someone, or broadcast a report. For more information, see the following topics: