The following article describes how one can add conditional logic to attach a given event to Service Desk via the activity notification.
Scenario: A request ticket has been set to "Pending Change". The idea is to attach an event to the request specifically because of this particular status. Other status values should not have this event attached.
If one tries to add an event directly with the "Update Status" Activity Notification, one will see that the event will always attach for any status selected.
Release 12.1 or higher
CA Service Desk Manager
You will need to create two events. Event1 and Event2.
Event1 is designed to check if the conditions are right to add Event2, which is the custom event to be added conditionally.
Under Update Status Activity Notification, Event1 is populated.
Event1 would be defined to test if Event2 is appropriate. Event1 will fire immediately on attachment to the ticket via the Update Status activity notification to test based on a custom Site Defined Condition called "Test To Add Event2".
The site defined condition would check if the conditions are right to add Event2. This one is a simple test of the ticket status for one of the Pending statuses and is listed below as a basic example of the condition design. Additional conditions may also be included based on needs.
If the conditions are met to allow Event2 to be attached, Event1's "Action On True" macro list will contain a directive to "Attach Event2"
This action adds Event2, which contains the actual event that is to be attached conditionally.
The above is provided as a basic example of adding conditional logic to attaching a given event. Support is not permitted to assist in further development of this example content.