How to the add the "Created By" Contact Name as part of an Activity Notification

Document ID : KB000027250
Last Modified Date : 14/02/2018
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Description:

This document describes adding the "Created By" Contact Name as part of an Activity Notification; achieved by editing the Message Template.

In many cases, such as sending out a manual notify, it may be useful to have contact information of the sender automatically included in the message, without relying on the sender to manually enter that information themselves.

A change such as described here would make it easier to see who updated a Request, Issue or Problem:

Figure 1

Solution:

CA SDM 11.2, 12.1:

Go to "Administration Tab, Notifications, Activity Notifications."

Within the Message Template, enter the following text into the "Notification Message Body" area, against the Activity Notifications that you wish to affect (e.g. Log Comment):

Sender: @{analyst.combo_name}
Phone: @{analyst.phone_number}
Mobile: @{analyst.mobile_phone}

Figure 2

Note: There may be more than one Activity Notification that you wish to change.

CA SDM 12.5, 12.6, 12.7, 12.9, 14.1:

Go to "Administration Tab, Notifications, Message Templates."

Locate the Message Template that contains the content you would like to add the contact information to.  For instance, in Manual Notify, to update the Default template, please look for one of these Message Templates:

Default Manual Notify message template for change Change Order
Default Manual Notify message template for issue
Default Manual Notify message template for request/incident/problem

screen1.jpg

Within the Message Template, enter the following text into the "Notification Message Body" area, against the Activity Notifications that you wish to affect (e.g. Log Comment), then save.: 

Sender: @{analyst.combo_name}
Phone: @{analyst.phone_number}
Mobile: @{analyst.mobile_phone}

In this example, we updated the Default Manual Notify template for requests.

screen2.jpg

To verify, go into a request ticket and perform a Manual Notify.  Following the above example, you will see text at the bottom such as this:

screen3.jpg

 

Note: There may be more than one Activity Notification that you wish to change.