how to configure request transfer to a manager when service type is violated?
When you say "Transfer" do you mean:
A) "Send a Notification to someone, and then they will assign themselves to the ticket"
B) "Change the Assignee or Group to a new name"?
Because the first is a straight forward notification, while the second requires a field value to be changed.
Either way, setting up a repeating Service Type Event is one way of achieving this.
1) Set up Service Type. See:
Manage Service Type and Service Type Events - CA Service Management - 14.1 - CA Technologies Documentation
Manage Service Type and Service Type Events - CA Service Management - 17.0 - CA Technologies Documentation
It will need a Condition which check for the SLA Violation.
2) Do either (A) and/or (B).
A) Use a Site Defined Conditional Macro to send a Notification.
B) Check out the Macros "Transfer to Event Contact" or "Transfer to Event Group" and attach as an Action when True.
This should let you do this without customisation.
If you're new to Service Types, this may require you to cycle through the documentation a few times, but it's knowledge worth acquiring. A call to CA Support or questions here can help.
thankS Kyle for your reply, what i want to achieve here is to change assignee / group to a new name and site defined condition macro maybe help; but appreciate if u have a screenshot of a working transfer to event contact/group macro because iam confused a littile bit about how to use this kind of macro. Because i dont know where shall i put the userid or groupid of the event template.
Hi m.fahd - on this one, Kyle had provided you with the links to the documentation on managing the SLAs. This should help you accomplish what you want to do without customizations at the file level. What you should do is run through this scenario on a test system, and set up the condition (checks for the SLA violation), and the action macro (changes the assignee or group), and run through it to see if it works the way you want it to. The only thing that I am not sure about is that you mentioned you wanted to transfer it to the manager of the assignee correct? I am not sure if that part can be done. But you can certainly have the macro update the assignee or group setting it to a specific assignee or a specific group - but I am not sure about doing that dymanically dependent upon who the ticket is assigned to at the time the SLA is violated. Not sure there is a way of doing that part.
Typically, most customers use a site defined condition to check for an SLA violation and if there is one, they do a multiple notification macro to notify the manager of the assignee - that part you can do because the assignee's manager is an "object contact" that can be used in a notification rule for that notification macro. So that you can certainly accomplish.
Hope this helps,
Kyle explanations was so helpfull; but i was askin if any one has sample
for transfer event for contact/ group screenshot.
What i got here is after creating the action macro which (changes the
assignee or group) i dont know where exactly shall i put the assignee or
group exactly, in which field exactly
On Mon, Oct 16, 2017 at 9:46 PM Chris_Hackett <
I dont have one of these set up in any of my systems at the moment. But the basics of it are that you would create a condition - that condition would say "IF X then return True". Then in the "Actions on True" section, you would add the event - and the event would be to update the assignee field. In the event itself when you create it, you would add an action macro that would effectively update the assignee to whatever you specify for it to be. If you wanted that assignee to be dyamnic - meaning it changes depending upon something else, then that would require custom spelcode to trigger it (which is that part that I am not able to assist you on).
Does anyone else out there have an example they can share with Mohammed for setting up an event/macro to update the assginee on a ticket?
We have an out of the box Action Macro to change the assignee but, unfortunately the value would be static. The Macro is called:
Transfer to Event Contact
and you would define the contact in the text field of the event firing this macro.
Thanks anthony for ur reply, is there’s any special format to write the contact/group name in the text field. i.e ‘userid’ appreciate if u have sample or screenshot
A contact has a userid field. That is what it is looking for. So like the ServiceDesk user has a userid of ServiceDesk.
@m.fahd - are you good to go on this one?