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  • 1.  Internal Log Comment Notification - how to create condition?

    Posted Nov 13, 2019 12:14 PM
    Hello,

    I would like to create Notification fired by Log Comment, but only in case when check box "internal" is checked.

    I tried to use the standard approach:

    1. Create Notification Rule to define template, recipients (objects)
    2. Assign Not. Rule to Activity Notification "Log Comment"

    - it works fine - for every Log Comment the notification is created.

    But I would like to send the notification only if "internal" checkbox is used.

    how to define such condition?
    I tried to use this condition: https://community.broadcom.com/enterprisesoftware/communities/community-home/digestviewer/viewthread?MessageKey=f7e5f729-c603-4ce7-982c-10efdaa6e289&CommunityKey=e2cd3188-49bc-4f38-88f1-74260f56fa66&tab=digestviewer#bmf7e5f729-c603-4ce7-982c-10efdaa6e289
    but it does not work to me...the condition is always evaluated as False...

    ------------------------------
    Radek Mihalik
    CZ
    ------------------------------


  • 2.  RE: Internal Log Comment Notification - how to create condition?

    Broadcom Employee
    Posted Nov 15, 2019 12:31 AM
    Hello Radek,

    I think the comment from jmascaro about halfway down the page spoke to this question.

    It mirrors what is in this Knowledge Article.

    Update Status notification not sent
    https://ca-broadcom.wolkenservicedesk.com/external/article?articleId=128548

    In short, it looks like you have to train your users to use "Update Status" at the same time.

    Kyle_R.



  • 3.  RE: Internal Log Comment Notification - how to create condition?

    Posted Nov 17, 2019 02:14 PM
    Hello Kyle,

    that's fine, but it is not what I am looking for.
    Our users know how to use Update Status, but they also like the way, when they can add an internal comment (e.g. remarks during investigation = no status change, no group change, ...), which is not visible on customer/employee form but helps other analyst to find the solution or what has been already tried etc... 
    And this functionality we would like to extend with email notification. It means, if there is an activity log marked as internal, customer/employee do not see it and is not notified. But if the activity log is not marked as internal, customer/employee see it on his form and get notification about new log comment, or status change or group change, ...

    ------------------------------
    Radek Mihalik
    CZ
    ------------------------------



  • 4.  RE: Internal Log Comment Notification - how to create condition?
    Best Answer

    Posted Nov 18, 2019 01:21 PM
    Man I just tried @Giedrius Bekintis  answer on linked post and it works like a charm.

    Created an site defined condition with Giedrius's code and added it to my event . Works exactly as you want.

    object pointer;
    send_wait(0,top_object(),"call_attr","alg","sync_fetch","MLIST_STATIC", format("call_req_id = '%s' AND type = 'LOG'", persistent_id),-1,0);
    if (msg_error())
    {
    logf(ERROR,"Error in sync_fetch '%s'", msg[0]);
    return (-4);
    }
    else
    {
    send_wait(0, msg[0], "dob_by_index", "DEFAULT", msg[1]-1, msg[1]-1);
    if (msg_error())
    {
    logf(ERROR,"Error in dob_by_index '%s'", msg[0]);
    return (-4);
    }
    else
    {
    pointer = msg[0];
    logf(TRACE,"Evaluated log entry id is %d description: '%s'", pointer.id, pointer.description);
    if (pointer.internal == 1)
    {
    logf(TRACE,"Evaluated to True");
    set_return_data(TRUE);
    }
    else
    {
    logf(TRACE,"Evaluated to False");
    set_return_data(FALSE);
    }

    }
    }


  • 5.  RE: Internal Log Comment Notification - how to create condition?

    Posted Nov 19, 2019 01:15 AM
    Hi Pier, 

    thank you for the test and confirmation...i'm going to try it once again...

    RM

    ------------------------------
    Radek Mihalik
    CZ
    ------------------------------