Can we notify the previous assignee of a request/incident/ problem when its transferred?

Document ID : KB000025209
Last Modified Date : 14/02/2018
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Description:

CA Service Desk Desk 12.x has a new feature to notify the previous assignee of a ticket. This document explains the steps to use the new feature.

Solution:

In CA Service Desk Desk 12.x, new local fields were added to the objects. They are made available on both Activity Associations and Object Contact Notifications. See Figure 1 and 2

Figure1
Figure 1

Figure 2
Figure 2

These values of the previous fields exist only in the Object Manager of CA Service Desk Desk. This is displayed in Web Screen Painter. Figure 3

Figure 3
Figure 3

Steps to notify the previous assignee of an incident when an incident is transferred.

  1. Login to CA Service Desk as an Administrator.

  2. Go to Administration->Notifications->Transfer activity notification

  3. Under Notification Rules tab, click on " Default Transfer Notification Rule for request/incident/problem " rule. Figure 4

    Figure 4
    Figure 4

  4. In the notification rule detail window, under the Objects Contacts tab, click Update Objects. Fig 5

    Figure 5
    Figure 5

  5. In the Notification Recipients screen, from the available object contacts, select Assignee Previous and move it to the Notification Recipients section and click on OK. Figure 6

    Figure 6
    Figure 6

    This will send out a notification to the previous assignee of the incident/request/problem if a transfer happens. Similarly any previous value object contact or activity association can be used.