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HTML Update Alert

Super Advisor

HTML Update Alert

HI All,

 

I have configure HTML Alert for service recipent on the condition when assignee updated the record alert will trigger.

 

configuration working fine but when we resolve the IM service recipient get the 3-4 alert "update by assignee name".

 

Please help me ....

Thanks

Vikky

5 REPLIES
Honored Contributor Honored Contributor

Re: HTML Update Alert

What SM version?

Are you using Process Designer for Help Desk?

 

How were the notifications configured?

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Kudos - what, where, how, and why
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Super Advisor

Re: HTML Update Alert

Hi John,

 

Yes using process designer with HPSM 9.32 version.

 

Alert configured IM Update Notification definition as below:

 

HTMLTemplate 1

Arguments: jscall("htmlemailtemplates.getMailBody", "IM Update",$L.file) 

Condition:  not  (same(updated.by in $L.file=assignee.name in $L.file))

Notify:  email

Recipients:  contact.name in $L.file

 

Thanks

 

Honored Contributor Honored Contributor

Re: HTML Update Alert

[ Edited ]

OK, if you're using process designer for help desk, a number of the out of box HTML notifications in the Incident Workflow notify the contact.name but are not correctly labeledCheck every HTML notification in your workflow ruleSets, including the out of box ones. I specifically recall one which was labeled that it notified the ticket owner that actually notified the contact.name. There may be more. 

 

Also, the out of box rulesets notify the requested.by ID repeatedly. These could be the source of a duplicate. 

----------------------------------------------------
Kudos - what, where, how, and why
Want Good Answers? Ask Good Questions...
Super Advisor

Re: HTML Update Alert

Thanks John for your valuable suggestion.

 

I have checked but not found any duplicate alert configuration and this alert configured by me for contact.name then it is started it's not OOB alert.

 

one more thing getting multiple alerts when we change the status of IM ticket and click on save button on the toolbar that we are getting 3-4 alerts for update activity.

 

Thanks

Vikky

Frequent Advisor

Re: HTML Update Alert

Hi,

 

Try putting in condition

 

updated.by in $L.file~=assignee.name in $L.file and same(assignee.name in $L.file, assignee.name in $L.file.save).

 

Cheers,

Hardit Singh

Cheers,
Hardit Singh