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Notification Rule Macros

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  • 1.  Notification Rule Macros

    Posted 10-17-2017 11:05 PM

    Hello, i was wondering if there is a document or repository of some additional conditional macros for Notification Rules in Service Desk Manager.  I don't know if the community has a set place for sharing these but i would love to get more than the OOTB.  I really don't have the time to research creating more from scratch..    

     

    I am looking for

    a Macro that will trigger a message notification when a callback time is 1 or 2 hours away.  

    a Transfer Macro that triggers a message notification\Rule when the assignee field is modified 

    a Transfer Macro that triggers a message notification\Rule when the group field is modified



  • 2.  Re: Notification Rule Macros
    Best Answer

    Posted 10-18-2017 02:21 AM

    Hello, for the first requirement You can refer to https://communities.ca.com/community/ca-service-management/blog/2014/09/17/notification-or-any-other-action-on-call-back-date-for-the-requests

     

    Second and third can be configured using standart functionality. Create rule for transfer activity and site defined condition macro to check if "group" equal to "group_prev", if they are equal it means assignee have changed otherwise group is changed



  • 3.  Re: Notification Rule Macros

    Posted 10-18-2017 08:35 AM

    Thanks Giedrius!   @ddorben  - Does this help you out at all?



  • 4.  Re: Notification Rule Macros

    Posted 10-18-2017 01:53 PM

    So it does except i was hoping to avoid a customization and create a macro under service desk\notification rules.  I'm not good with Web Screen Painter and will probably need some contract services to get it done. 



  • 5.  Re: Notification Rule Macros

    Posted 10-18-2017 10:11 AM

    Great info Giedrius!

    One thing I would like to comment is...group_prev is a local attribute so if you used it this way, it would not be a reliable way to trigger the notification. I would rather use a schema trigger on the group change.

    My 2cents. Thanks _Chi



  • 6.  Re: Notification Rule Macros

    Posted 10-27-2017 07:25 PM

    Hi Drew,

     

    The first requirement will need customization.

     

    The second and third can be easily achieved by splitting the Activity Notifications. Create a separate activity notification for Group Transfer and associate the 'group' field to it. Un-link the 'group' field mapping from the OOTB 'Transfer' activity (use Activity Association). Now you will an an activity "Transfer" for assignee change and "Group Transfer" activity for a group change. You may have separate notification rule for each and hence separate message templates if you so require. A lot of flexibility.