AnsweredAssumed Answered

Need help on notification activity in 14.1.0.3 service desk manager

Question asked by GuanHua1378 on Oct 25, 2016
Latest reply on Oct 26, 2016 by Jon_Israel

I am trying to configure notification rules for the SDM on below scenario.

 

I am trying to create notifications rules to send by Area and Priority.
I Created 5 Areas ( AreaI, AreaJ, AreaK, AreaL, AreaM )
Existing Priority  ( 1 to 5)
I have 5 Customer contatcts ( CustomerI, CustomerJ, CustomerK, CustomerL, CustomerM)
I have 2 Analayst contacts( AnalaystA, AnalaysB)
I have 3 Support contacts  ( SupportC, SupportD, SupportE )
I have created on group to house All contacts

 

AnalaystA contact wants Notification from when ticket belong to All Area and All Priority
AnalaystB contact wants Notification from when ticket belong to All Area and with Priority=1 or Priority=2
SupportC contact wants Notification from when when ticket belong to All Area and with Priority=1 or Priority=2 or Priority=3
SupportD contact wants Notification from when when ticket belong to (Area = AreaI or Area = AreaK or Area = AreaL) and with (Priority=1 or Priority=2 or Priority=3)
SupportE contact wants Notification from when when ticket belong to (Area = AreaJ or Area = AreaK or Area = AreaM) and with (Priority=1 or Priority=2 or Priority=3)
CustomerI contact wants Notification from when ticket belong to ( Area = AreaI or Area = AreaJ) and  (Priority=1)
CustomerJ contact wants Notification from when ticket belong to ( Area = AreaJ ) and (Priority=1)
CustomerK contact wants Notification from when ticket belong to  ( Area = AreaK or Area = AreaJ )and (Priority=1)
CustomerL contact wants Notification from when ticket belong to ( Area = AreaL or Area = AreaK) and  (Priority=1)
CustomerM contact wants Notification from when ticket belong to  ( Area = AreaM or Area = AreaJ or Area = AreaL ) and (Priority=1 and Priority=2)

 

Because of the way contacts wants notification I created one notification rule each ( with a single Area and single Priority as the condition) then I put the contacts to each notification rule.
I find it too complex to administer if there is future expansion.
How should I design my notification strategy to make it easier to administer in the future on such scenario?

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