Email notification sent conditionally after ticket closure

Products

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

Issue/Introduction

There is a need to send out a mail notification when a ticket has been closed for a specific condition, such as for a specific resolution code.  What is the best way to achieve this?

Environment

Release:  14.1 or higher
CA Service Desk Manager

Resolution

Use the Activity Notification functionality.  The general breakdown to achieve this:

• Create a suitable message template that indicates for the specific message that needs to be sent along with the appropriate receipients
  
  
  
• Create a Notification Rule, where the rule tests for the condition of the resolution code; if the resolution code test is successful, the notification is sent out.
  
  
• Create an Activity Association, which ties the given Notification Rule and Message template together.  As this is applicable for closed cases, choosing the "Close" Activity is appropriate here.

Additional Information

All Notification Rules assigned to a given Activity Association are applied when the given Activity is encountered.  The rules actually performing any actions depends on the given rules's conditions.