CA Service Management

  • 1.  Add the incident solution to the notification

    Posted Oct 24, 2016 07:04 AM

    Hello,

     

    Before flagging an incident as resolved, analyst should enter a solution description on how he solved the incident.

     

    In the incident form he goes to Activities drop down list, then choose Solution... and enter the solution description.

     

    How to add the entered solution description to the incident resolved email notification.

     

    Regards,

    Mohamed...



  • 2.  Re: Add the incident solution to the notification

    Posted Oct 24, 2016 09:31 AM

    Hi Mohamed,

     

    When add a solution by activity, you may set the solution activity description to a custom field (exp: zSolutionDesc) on incident record by use spel trigger metot or use javascript code on htmpl file. So you may create a custom field on "cr" object, then show the custom field on resolved notification message template.

     

    It's just a suggestion,

     

    Best Regards,

    Turker