What syntax can be used in the notification message body of a Multiple Notification Macro? Can the length of the notification macros message title field be increased?

Document ID : KB000025697
Last Modified Date : 14/02/2018
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Introduction: 

Different syntax has to be used in Activity Notification Message Body and in the Notification Body of a Notification Macro.

Question: 

What syntax is required in the notification body of a notification macro?

Environment:  

CA Service Desk 12.x, 14.1

Windows, Linux, Unix

Answer: 

1. There are default Activity notifications available for every activity like Initial, Transfer, Close etc..

2. The Activity Notifications are under Administration -> Notifications -> Activity Notifications. 
E.g. The Activity Notification 'Initial' will have a message body as follows:-

@{call_req_id.type.sym} @{call_req_id.ref_num} @{type.sym}.
Assigned to: @{call_req_id.assignee.combo_name}
Customer: @{call_req_id.customer.combo_name}
Description: @{call_req_id.description}
..

3. In order to use the same syntax in the Notification macro you will have to paste the same message BUT without the text call_req_id.

E.g. If the Customer is specified as Customer: @{call_req_id.customer.combo_name} in the activity notification text then in the notification macro definition you would use Customer: @{customer.combo_name} - without the call_req_id.

Below is an example of the syntax of the message body of a notification macro (based on the 'Initial' Activity Notification):-

@{type.sym} @{ref_num} @{type.sym}.
Assigned to: @{assignee.combo_name}
Customer: @{customer.combo_name}
Description: @{description}

Click on the following URL to view @{type.sym}:
@{web_url}

The length of message title field is 80 characters. The size of the message title field is hard coded and cannot be increased.

Additional Information:

Multiple Notification Macros are in the context of the Call Request/Incident etc. and there is no need to use "call_req_id" prefix, hence the difference in the syntax.