Can notification content be added to Activity Log in Service Desk?

Products

• CA Service Desk Manager
• SUPPORT AUTOMATION- SERVER
• CA Service Desk Manager - Unified Self Service
• CA Service Desk Manager - Mobile Application
• CA Service Desk Manager - Xtraction

Issue/Introduction

Because of a few business needs administrators need to add notification content to activity log.

Environment

Clarity Service Management 17.2
Clarity Service Management 17.1

Resolution

It does not work as you are expecting. It is not possible to add content from a notification/email to activity log. They are different features. On the other hand, we can talk about possible ideas. Add activity log macro for example will not add the email content to activity log. I believe you would need to add spel code for this purpose. If you really like to play with script, you could also write a custom notification method.

Basically two ways to do that:

1) Trigger with spel code;
2) Custom notification method.