How to include Call Request and Change Order Attributes in a Multiple Notification Macro?

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Article ID: 50341

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Updated On:

Products

CA IT Asset Manager CA Software Asset Manager (CA SAM) ASSET PORTFOLIO MGMT- SERVER 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

Description:

This will help you understand how to include call request and change order attributes like the ticket number, assignee, group etc... in the body of a multiple notification macro.

Solution:

In Activity Notifications -> Notification Message Templates, you would normally use parameters like:@{change_id.chg_ref_num} and @{change_id.assignee.combo_name} for Change Orders, or parameters like @{call_req_id.ref_num} and @{call_req_id.assignee.combo_name} for Call Requests, Incidents and Problems.

However, these only work for activity notifications which operate under the context of the Call Request or Change Order Activity Log.

The same syntax does not work for multiple notification macros.

Since Multiple Notification Macros are under the context of the Change Order or Call Request, there is no need to use "change_id" or "call_req_id".

Instead, use the column name directly eg: @{chg_ref_num} and @{assignee.combo_name} for changer order # and assignee name respectively, or @{ref_num} and @{assignee.combo_name} for call request # and assignee name respectively.

In order to obtain the column names, run the following command at the command prompt:

bop_sinfo -d <object name>

For example, specify the object name as chg for the change order table or as cr for the requests/incidents/problems table:

bop_sinfo -d chg
bop_sinfo -d cr

Environment

Release: UAPMAC990JPP-12.6-Asset Portfolio Management-Asset Configuration
Component: