CA Service Management

  • 1.  Automatic Email notification

    Posted Jun 21, 2017 06:06 AM

    Dear friends,

     

     

    In our environment the tickets are logged using a application portal that is integrated with SDM. Once the ticket is logged using the portal, we want to enable the email notification for the ticket requester based on the ticket status change. 

     

    However the requester is not included in the SDM contacts as he is third party application user. 

     

    Please let me know if this can be feature of sending status change email can be automated for the ticket requester in SDM.



  • 2.  Re: Automatic Email notification

    Posted Jun 21, 2017 07:58 AM

    Can't you define a generic Requestor Contact for that application and associate an email address to it ? Then notify the Contact on Status Update in the SDM ticket.



  • 3.  Re: Automatic Email notification

    Posted Jun 22, 2017 02:49 AM

    Hi,

    The requestor is not unique,Since the requestor for each incidents is a third party person and the requestor changes for each incidents.

    And the requestor contact names  doesnt exists in the contacts list.

    Hence,How can we send email notification to requestors.

    Please update on this.

     

    Thanks

    Shwetha



  • 4.  Re: Automatic Email notification

    Posted Jun 22, 2017 03:14 AM

    Hi Shwetha,

     

    A workaround would be to install the 'notification_allow_temp_address' option. This option allows the Manual Notification to send to manually-entered SMTP e-mail addresses, rather than only to registered Contacts. So this will require human intervention rather than an automatic relay.

     

    Alternatively, you could write yourself executable (.bat or .cmd) that calls the pdm_mail which you can call in Service Desk via the Remote Reference. This can be attached to the case via an auto event every time a new ticket is created. 

     

    Run pdm_mail -h on command line and you will see how my last suggestion could be used effectively ;-)

     

    Kind Regards,

    Brian



  • 5.  Re: Automatic Email notification

    Posted Jun 22, 2017 10:31 AM

    Is PAM available?