CA Service Management

Hi,

I am using Servicedesk 17.1. I want to get mail notification to the end user,  where end user mentiones the mail id in their employee login while creating incident .

Note: in Contact record there is no email id for that end user. he must enter his mail id whille creating new incident.

For that perticular mail id we will send notification . is it possible?

Thanks

Shiva

That's not supported OOB, maybe with a custom notification method that will pull the email address (the ID you're talking about) from the ticket and use pdm_mail to actually send the message.

Hello,

Mail notifications usually read from the "email_address" or "pager_email_address" field in the contact record to determine on where to send a given mail notification.  

Can you clarify on the given user's contact record where is the mail address located?  I'm a little confused if you had denoted the address is the user's login id field or not.

Hi,

If mail id not there or not mapped in users contact record then notification has to sent to mail id which is given while creating ticket .is it possible?

The email address field you are referring to is part of the Employee interface.  It is not tied to a contact record and is stored as part of the activity log.  The behaviour is working as designed as the person logging the case, the Employee, would be tasked to obtain accurate information about the person who they are logging the case for.

An idea could be created to do one of the following:

- Create an incident email address field that is filled/stored only by the employee interface and can be leveraged as a field to mail against

- Have a new contact created based on the email field on the Employee Incident form (might not be considered due to the dangers of flooding the contact table with extraneous and false contact information)