CA Service Management

Hi all,

For default, every alter status, SDM send a notification, informing that the status of the tickets has changed. But, We want to send notification only when the the descrition field in status update (alg.descrition) is filled. See below:

For that I have created an atomic condition for the field alg.description but the error occurred. See below:

Translating the error message: The attribute 'Log Description' has an invalid value 'alg.description'

Follow the screen that I have created the attribute 'Log Description':

Anyone knows how could I configure a notification condition to send when only the field alg.description is filled?

Regards,

Felipe Nunes

Felipe, maybe you can consider making the form field mandatory? That is, add "make_required=yes" to the "<PDM_MACRO name=dtlTextbox hdr="User Description" ..." macro? This way when an analyst updates a status

he/she would have to fill in this user description field and then you simply use "update status" activity notification to send the notification. A quick thought here for your consideration. Thanks _Chi

Hi Chi,

Thank you for your reply.

But not always when we have a status update, fills the description field is mandatory.

For exemple, in our process, from status "New" to "Cofirmed", the description field isn't mandatory. Then, the notification should not be sent. But if the description field is filled, in the same update status, new to confirmed, the notification must be sent. That's why we are trying to create this condition for notifications.

Have I explained that okay?

Regards,
Felipe Nunes

Hi Felipe,

Maybe you should reconsider the approach slightly...i.e. decide on which transitions that the comment is absolutely necessary and make the comment mandatory. For the rest just leave them out and not send anything at all?

Kind Regards,

Brian