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