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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


    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.