Asset/CI notifications is a new feature in Service Desk R12. This document explains the steps to setup asset/ci notifications.
Assets/CI's has associations with contacts, vendors and organizations. In Service Desk R12, new special object contacts have been created that allows the contacts, organizations and vendors of an Asset/CI to be notified.
The special object contacts will have special notation (@) which helps to distinguish them from normal object contacts. Figure 1
The following are the special object contacts for Assets/CI's: Figure 2
Example: Steps to notify Asset/CI primary contact on Initial notification
- Login to Service Desk as Administrator. Go to Administration->Notifications->Activity Notifications->Initial
- Under the Notification Rules tab, click on the "Default initial Notification Rule for request/incident/problem ". Figure 3
- In the notification rule detail window, under Object Contacts tab click on Update Objects.
- In the Notification Recipients Update window, from the Object Contacts select CI's Primary Contact and move it to Notification Recipient's section and click on OK. Figure 4
This will send out a notification to the primary contact of the CI mentioned on the ticket whenever an incident/request/problem is opened.