Clarity Service Management

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Resolved Comment on Close Activity

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  • 1.  Resolved Comment on Close Activity

    Posted 12-14-2018 02:32 PM

    Is possible on the close activity send the resolved comment. For example, my customer resolve the ticket and notify to the end user, then after 3 days the the auto close activity close the ticket and send an email to the end user whit the link to survey, my customer want see on the notificattion the description and the analist's comment who resolved the tickect. I tried whit: @{call_req_id.act_log.re.description}, @{esc_style=html keeplinks=yes justify=line:description} but don't work.



  • 2.  Re: Resolved Comment on Close Activity
    Best Answer

    Posted 12-14-2018 02:42 PM

    Wicner, this is not easy as after some user resolves the ticket some other users could add come comments so picking the last log description may send you something else. What you could do is to customize....add a string type custom attribute and when someone resolves the ticket you can use some spel trigger or js function to copy the resolution description to this custom attribute(say zresolution) and then you can use this zresolution in the auto close message template. Thanks _Chi



  • 3.  Re: Resolved Comment on Close Activity

    Posted 12-14-2018 02:48 PM

    Hi Chi!

     

    The idea of creating a new field we had already contemplated, I wanted to know if there was another solution that did not involve creating a CA PAM flow or creating a new field. Thank you.



  • 4.  Re: Resolved Comment on Close Activity

    Posted 12-14-2018 02:57 PM

    Wicner, it will be a real challenge without custom attribute as currently the only info available is in the activity log and 

    we don't know which one it is. The last one @{call_req_id.act_log_all.0.description} or  @{change_id.act_log_all.0.description} 

    could give you something else as if someone modify the ticket after it is resolved. Thanks _Chi



  • 5.  Re: Resolved Comment on Close Activity

    Posted 12-14-2018 03:20 PM

    Thank you Chi, I will create a new attribute where I can save the solution with a macro.