Notification status "Incoming FYI" definition

Products

• CA Service Desk Manager
• CA Service Management - Service Desk Manager

Issue/Introduction

Notifications listed in the Notification History have the status "Incoming FYI". What does it mean? Does it mean that the Notifications were sent out to a recipient without a problem?

Environment

Release: 14.1 or higher
Component:  CA Service Desk Manager

Resolution

The status "Incoming FYI" means that a Notification is sent out to a recipient, but it has not been cleared yet. It does not mean the Notification is received by a recipient without a problem, for example, the Notification with the status "Incoming FYI" will be displayed in the Notification History even though the notification email fails to be sent out to the recipient due to a mail server problem.

The user can clear the listed Notifications from the Notification History as per below.

1. Go to 'View' > 'Notification History' on 'Service Desk' tab.
   
   

   

2. Search for the Notifications you would like to clear. In this example, search for the Notifications fired from Incident 43 and their Status is "Incoming FYI".
   
   

   

3. Tick the Notifications you would like to clear and click on <Clear Selected> button. If you get a pop up message "Are you sure you want to clear all selected messages?", click on <OK> to continue.
   
   

   

4. Their status is changed to "Clear".
   
   

   

Additional Information

Documentation is available regarding View Notification History