Setup Email notification for Special Handling tickets.

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

One user wants to send a email notification whenever a request is submitted by any user who is in a Special Handling group.  Can this be done by setting up a site defined condition?

 

Environment

CA Service Management 17.X

Resolution

In CA Service Desk Manager, you can search for Incidents by adding this in the additional search arguments filter field:

(customer.cnthandling_list.special_handling.sym ='VIP')

Note: sym can be any name you give to the special handling group.  In this case, it is called VIP.

When the search run, it retrieves all of the incidents that are raised by the affected end users who have a VIP contact_handling/special_handling record.

This same Query can be used in Scoreboards as well.

But, the same query cannot be used in activity association to enable it to be used in a site defined condition macro. 

Out of the box it is not possible as it is a BREL/QREL which returns a list\array of values.