What syntax can be used in the notification message body of a Multiple Notification Macro? Can the length of the notification macros message title field be increased?

Products

• SUPPORT AUTOMATION- SERVER
• CA Service Desk Manager - Unified Self Service
• CA Service Desk Manager
• CA Service Management - Asset Portfolio Management
• CA Service Management - Service Desk Manager

Issue/Introduction

Different syntax has to be used in Activity Notification Message Body and in the Notification Body of a Notification Macro.
What syntax is required in the notification body of a notification macro?

 

Environment

Release: CA Service Management 17.X.

Resolution

1. There are default Activity notifications available for every activity like Initial, Transfer, Close etc..
2. The Activity Notifications are under Administration -> Notifications -> Activity Notifications. 
   E.g. The Activity Notification 'Initial' will have a message body as follows:-
   
   @{call_req_id.type.sym} @{call_req_id.ref_num} @{type.sym}.
   Assigned to: @{call_req_id.assignee.combo_name}
   Customer: @{call_req_id.customer.combo_name}
   Description: @{call_req_id.description}
   ..
3. In order to use the same syntax in the Notification macro you will have to paste the same message BUT without the text call_req_id.
   
   E.g. If the Customer is specified as Customer: @{call_req_id.customer.combo_name} in the activity notification text then in the notification macro definition you would use Customer: @{customer.combo_name} - without the call_req_id.
   
   Below is an example of the syntax of the message body of a notification macro (based on the 'Initial' Activity Notification):-
   
   @{type.sym} @{ref_num} @{type.sym}.
   Assigned to: @{assignee.combo_name}
   Customer: @{customer.combo_name}
   Description: @{description}
   
   Click on the following URL to view @{type.sym}:
   @{web_url}
   
   The length of message title field is 80 characters. The size of the message title field is hard coded and cannot be increased.

Additional Information

Multiple Notification Macros are in the context of the Call Request/Incident etc. and there is no need to use "call_req_id" prefix, hence the difference in the syntax.