Create notifications for P1 severity tickets in Service Desk Manager

Products

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

Issue/Introduction

Managers would like to be notified when tickets are opened as Priority 1 (P1). 

Environment

Release : 17.x

Resolution

1. Create a macro with the following configuration:

Macro Type: Site-defined Condition

Object Type: R/I/P

Add Condition: Priority equals 1

2. Create/edit the Message template that will be triggered for P1 cases. Ensure the Auto notification is set to Yes

 

3.  Create/edit a Notification rule: Set the condition from step 1 and message template (from step 2) and add the contact(s) or group to the notification rule list.

4. Go to the Escalate Activity Notification and add the rule from the previous step.

 

5. Escalate a case to P1 and the notification will be triggered.

 

 

Additional Information

Macros and Events