Service type to add on a message template

[MeteshKeshav1307450]

Hi im trying to find the code that will give me the out put value of the Service Type and the predicted violation which is on a Ticket

as I want to add this into the E-mail template

 

it will be example

as these codes

 

 

Summary: @{call_req_id.summary}

Create Date: @{call_req_id.open_date}

Customer: @{call_req_id.customer.combo_name}

Phone: @{call_req_id.customer.phone_number}

Location: @{call_req_id.customer.location.name}

 

 

Im unable to location what these codes and what the will be to have them displayed

 

[TURKER KARA]

Hi MeteshKeshav,

 

On SDM, you can't Service Type infos trough SDM notification system.

 

Maybe two following method help your needs

 

1. You may try to send mail use spel codes
2. You use CA Process Automation, create runbook like following algorithm;  

• a. login SDM webservice  
• b. call ticket infos  
• c. call ticket service type infos 
• d. combine these infos 
• e. get receipments 
• f. sets receipments and send infos trough send_mail connector. 
• g. logout SDM webservice

 

Best regards,

 

Türker

[JussiValkonen]

The first service type name will be under @{call_req_id.attached_slas.0.map_sdsc.sym} but depending on your configuration you might have more than one attached service type. The time is under @{call_req_id.attached_slas.0.time_to_violation}, with the same side note.

For classic SLA processing you'll get the name from @{call_req_id.support_lev.sym}, I didn't check if it has the estimated violation time hidden somewhere but it is not obvious.

[MeteshKeshav1307450]

Thank you very much Jussi Valkonen this is what I need

[JussiValkonen]

No probs, happy to help