CA Service Management

Hi Team!

In a client we had a problem related to the notifications of closure of incidents / requests, they previously had version 12.9 and in it the notification of closure was personalized so that it will take the link of the survey. For example, the notification email was similar to: 

The link to survey its on the button "Clic Aquí", this link is buil as follow: href="https://10.90.13.56:8443/CAisd/pdmweb.exe?OP=DO_SURVEY+SID=0+SVY_ID=400001+CNT_ID=@{call_req_id.customer.id}+CNTXT_PERSID=cr:@{call_req_id.id}" target="_blank" title="">clic aquí</a></strong></span><br>  where the SVY_ID is the survey persid. On the SDM 12.9 this notification work fine, but now on the 17.1.02 this link don´t work.

I tried with the notification by default and I see a new parameter on the survey link, MSG_DIGEST and I found that this new parameter is related to the solution to a vulnerability on the survey link. 

I tried to add the parameter MSG_DIGEST similar to href="https://10.90.13.56:8443/CAisd/pdmweb.exe?OP=DO_SURVEY+SID=0+SVY_ID=400001+CNT_ID=@{call_req_id.customer.id}+CNTXT_PERSID=cr:@{call_req_id.id}+MSG_DIGEST=101XK5wnHQWglZ0ul4tznGHtvEBHPWGAREs1KOTBx7WJVL8w90Nbdq3n5qZvqjyTnKck3s15!gU" target="_blank" title="">clic aquí</a></strong></span><br> but the link doesn't work. 

Someone know how I can add the parameter MSG_Digest in a dynamic way or add a html code on the activity notification "close" on the message body on survey?

Thanks, 

Wicner.

this is very challenging...similar to CA SDM - 17.1.0.2 - How to generate the link of surveys with valid msg_digest?  

Hi Chi,

Thank you for the response, I want to know if is possible add a HTML code on message body on the activity notification / close /survey. 

Wicner, I don't think so...MSG_DIGEST value is dynamically generated and I am not aware SDM provides a corresponding parameter for customization. Maybe it is time to post an idea for Broadcom DEV to add such a parameter. Thanks _Chi

Hi Wicner.

Survey-Links are normaly sent in a seperate email, configurable in the Activity Notification (see Survey Tab).

And of course, the survey link in this separate email contains the mystical attribute MSG_DIGEST. But this email is send as plain text.

I understand the convinience of having that survey URL in a normal html based notification.

As for now, and I am sorry to say that, the functionality you are asking for, is not available.

Regards

.....Michael

Hi Michael,

Our Customer don't like the plain text on the survey notification because is not garish to the end user and they don't respond or ignore the notification. 

Regards, Wicner