How to send notification when last update on the ticket was not made by affected end user?

book

Article ID: 37274

calendar_today

Updated On:

Products

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

Issue/Introduction

Question:

 How to send notification when last update on the ticket was not made by affected end user?

 Answer:

 Please follow the below steps:

 1.     Create a new Activity Association for last_mod_by attribute by going to Administration -> Notifications -> Activity Associations -> Create New and give the values in fields as below:

        A. Give Symbol as "Last Modified By"

        B. Code as "LMBY"

        C. Select Object Type as "Request/Incident/Problem"

        D. In the "Object Type Attribute" give the value as "last_mod_by"

       E. Click on "Activity Type" and select "Field Update" and save. Refer to below screen shot :

     

<Please see attached file for image>

evt.png

 

 2. Create a "Site-defined Condition" macro by going to Administration -> Events and Macros -> Macros -> Create New and give the values as  below:

      A. Symbol as "Site defined condition for Last Modified By"

      B. Macro Type as "Site-define Condition"

      C. Object Type as "Request/Incident/Problem". Refer to below screen shot:

     

<Please see attached file for image>

evt2.png

 

 3.    In the new Site-defined macro window click on Add Condition. Here in this New Atomic Condition window define the values as below:

      A.  Give the Sequence value as '10'.

      B.  Click on “Select an Attribute” and select the newly created Attribute from step 1 which is “Last Modified By”.

      C. Select Choose Operator as “Does not Equal”.

      D. Click on drop down for “Select attribute value or Data Value” and select “Attribute “.

      E. For  “Attribute Value” select “Affected End User”.   Refer to below screen shot:

        

<Please see attached file for image>

evt1.png

 4.    Save the "Site-defined Condition" macro.

 5.    Now within any Activity Notification select this "Site-defined Condition", for ex: "Update Status" Activity Notification.

  6. From now on when status is changed the "Update Status Activity Notification" will be triggered only if the condition is true i.e last update is not made by Affected End User else no notification will be sent.

Environment

Release: SDMU0M99000-14.1-Service Desk Manager-Full License
Component:

Attachments

1558723602339000037274_sktwi1f5rjvs16wwx.png get_app
1558723600402000037274_sktwi1f5rjvs16www.png get_app
1558723598220000037274_sktwi1f5rjvs16wwv.png get_app