CA SDM delayed service type notification

[Sunil Patel]

Hello All,

 

We are currently using the CA SDM 141. SP3. We want the notification mail to specific user when ticket is delayed (Pending for Vendor, Pending For User, Manually delayed)

Currently we are getting auto delay notification for all delayed in tickets but We don't want delay notification for Resolved  state.

 

If any one has idea to resolve the same ...Please suggest.

 

 

Regards,

Piyush

[Jon_Israel]

Hi Sunil,

Can you tell us how you have those "delay" notifications configured currently?  Are you using a multiple notification macro with an atomic condition that checks for the delay and then sends a notification based on that?  If so, you would have to maybe add a piece to the condition for the status to not be "resolved" on the ticket as well...

Let us know,
Jon I.

[Sunil Patel]

Hi,

 

We are using the default delay notification template.

[Jon_Israel]

Thanks Sunil, but what I am really asking is or the details on how you are triggering these notifications...  Can you provide us with some info on that?

[Chi Chen]

Piyush/Sunil, you could copy the "Default Delay Service Type Notification Rule for request/incident/problem" rule so you have a custom rule and in this custom rule, you would need to add/create an condition to say the status not equals to resolved so if you can suppress the resolved status notification. You can use the same "Default Delay Service Type message template for request/incident/problem" template for this new rule. Thanks _Chi