Configure a notification to a specific contact based on ticket Priority and Location of Affected End User

Document ID : KB000010882
Last Modified Date : 14/02/2018
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Introduction:

How to configure a notification to go out to a specific contact only when the priority is set to 1, and the affected end user is in a specific location.

Environment:
CA Service Desk Manager - ALL VERSIONS
Instructions:

Here are the steps to configure the notification:

Create a test location called “TestLocation1”

Create a new contact called “TestUser1” (with employee contact type and access type)

Set an email address on the “ServiceDesk” user account (or you can use your own contact record as the contact to be notified based on the location)

Create a new Site-defined condition macro as follows:

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Create a new Activity Association as follows:

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Create a new notification message template (copied the out-of-the-box initial notification message template) – adding a line in red at the top to differentiate it from the standard initial template (so I would know that it was my new notification specifically that was being sent out…):

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Create a new notification rule as follows – and set it to use the new notification message template that was created with the additional line at the top in red, along with the new condition that was created, and specify a specific contact to be notified when the rule is fired:

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Add the new notification rule to the out-of-the-box initial activity notification:

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 Next, create a ticket with the affected end user as “TestUser1” and without an assignee, then save it.  The condition will be met as Test User 1’s location is TestLocation1, so that notification rule will fire, and should notify “ServiceDesk” (in the example) (or whichever contact you specified to get notified in the notification rule).

Here is the notification email received when setting the ServiceDesk contact email address to my own email address for testing, which has the extra line in red at the top ensures that we know it’s the new notification template being used:

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