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HP SM Notification for Status Change

Advisor

HP SM Notification for Status Change

Hi Experts ,

 

I am currently using 7.1 for windows in our environment  and also li'l bit new to the tool .

 

We have a status called 'Pending Customer' , now , customer wants a notification which should be sent to the corresponding user stating that 'Your ticket has been actioned , we will close the same in three working days . If you need further assistance , revert back .'

 

Could you please let me know how could I configure the same ?

This msg. Should be sent to the user right after the status is changed to ''Pending Customer'' by the engineer .

 

Is there any way to restrict this functionality to a particular group ? like ,

If I want to enable this feature only to the Windows / unix team ?

 

Rgds

Arijit

 

 

 

8 REPLIES
Honored Contributor Honored Contributor

Re: HP SM Notification for Status Change

Hi Arijit,

You can achieve this by adding Macro:

Macro name:Name specify
Applies When:Incidents are Saved
Macro Type:Mail 1 person or type to suite you
Macro Condition:(open in $L.new)#"Pending Cutomer"

and set parameters specify message :

Send Mail:Specific Operator
Construct Message:Evaluating Message

Evaluating Expression
$L.message="Your ticket has been actioned , we will close the same in three working days . If you need further assistance , revert back ."


hope this might help you.

thanks and regards,
abhijit khewale

Advisor

Re: HP SM Notification for Status Change

Hi Abhijit ,

 

Thanks for your support , but tell is this be done from Tailoring > Notifications > Messages ?

I have one Sm Update message . pl. find the attached screenshot . there is one msg. no 804 for Pending customer. but we are not usually rcvd. mails for that  .

 

Can I modify it such a way that it would sent mail also ?

 

Rgds

Arijit .

Advisor

Re: HP SM Notification for Status Change

Hi Abhijit ,

 

Thanks for your support , but tell is this be done from Tailoring > Notifications > Messages ?

I have one Sm Update message . pl. find the attached screenshot . there is one msg. no 804 for Pending customer. but we are not usually rcvd. mails for that  .

 

Can I modify it such a way that it would sent mail also ?

 

Rgds

Arijit .

Valued Contributor

Re: HP SM Notification for Status Change

[ Edited ]

Hi Arijit,

You can Access macro by typing "macros" in comand line or Tailoring> Tailoring tools> Macros.
Abhijit is talking about notification through Macro.

TH@nks
dev
Esteemed Contributor Esteemed Contributor

Re: HP SM Notification for Status Change

Hi Arijit ! 

you try send email for incident or interaction ?

 

Highlighted
Trusted Contributor Trusted Contributor

Re: HP SM Notification for Status Change

First at all you need choose method to send email.

1) Using "Notification-Messages"

2) Using Macros

 

For the first method.

In Notification you set Msg class, Msg number, Arguments, Conditions, Notify method and Recipient

Condition in your case: not same(status in $L.file.save, status in $L.file) and status in $L.file="Pending Customers"

Arguments - fields of interaction or of incident

 

In Message you need set text of message and if you need set some value from interaction or incident field in text use %S symbol (quantity = quantity in Notification-Arguments)

Advisor

Re: HP SM Notification for Status Change

Thanks Dude...

Trusted Contributor Trusted Contributor

Re: HP SM Notification for Status Change

it helped ?