How to view Change Order Workflow Task Email Notification.

Products

• CA Service Management - Asset Portfolio Management
• CA Service Management - Service Desk Manager

Issue/Introduction

I've set up a test workflow task in change order which is going to send the email notification to the assignee of the workflow task when the task goes to Pending. It is working, however, I cannot see the task notification happening in the notification history of the change order ticket.

How can I audit the workflow task email notification?

Environment

CA Service Desk 17.1 and higher.

Cause

By the current design, the workflow task email notifications can not be seen from the ticket's view, but can only be seen from the overall notification view (i.e. Service Desk tab (as administrator)  -> View -> Notification History)).

Resolution

If you need to do an "audit"  the Work Flow Task E-mail notification, you will have to go to the Service Desk tab (as Administrator), and go to View - > Notification History to search and find it there instead of the ticket itself's View -> Notification History. In other words, Work Flow Task notifications cannot be seen from the ticket view, but can only be seen from the overall notification view (i.e.  Service Desk tab -> View -> Notification History). 

See attached screenshots.

For example, you can see: For Change Order ticket 55, in Service Desk tab -> View -> Notification History, it lists the email notifications to ticket 55's assignee (abc2 ), Affected End- User (abc2),  and also one pending wf task1's assignee (ServiceDesk). However, in Change Order ticket 55's View -> Notification History, it does not have e-mail notification to Work Flow task1's assignee (ServiceDesk).

Notification History in Service Desk tab -> View  :

Notification History in Change Order ticket 55's view: