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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

 

 

 

16 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
Honored Contributor Honored Contributor

Re: HP SM Notification for Status Change

Hi Arijit ! 

you try send email for incident or interaction ?

 

Highlighted
Respected Contributor Respected 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...

Respected Contributor Respected Contributor

Re: HP SM Notification for Status Change

it helped ?
Regular Advisor

Re: HP SM Notification for Status Change

Dear all,

I have the same issue and believe that the solution is just here, but I´m complete new on SM. My sistem is sending mails already when the SD are assigned to a users and when they are escalated. Now there is a new need:

- Send e-mail notification to SD user who escalated the SD to the IM or to user who opened the Interaction.

I´m running a SM 9.41.

Please check my screenshot in order to help me what fields I must edit here, I can´t understand this.

Regards,

Respected Contributor

Re: HP SM Notification for Status Change

When do you want to send the notification?  When the Incident is opened or when the incident is closed?

Regular Advisor

Re: HP SM Notification for Status Change

Hi Tom,

When the Incident is closed.

regards,

Respected Contributor

Re: HP SM Notification for Status Change

In the Incident ticket, do you know if you have a field that has the operator ID of the SD user who escalated the SD to the IM or the user who opened the Interaction?

Regular Advisor

Re: HP SM Notification for Status Change

Yes, I have this field, is the field REQUESTED BY, this field indicates the user who escalated the interaction.

Regards.

Respected Contributor

Re: HP SM Notification for Status Change

[ Edited ]

Assuming you want to send them the exact same message you send to contact.name when the IM is closed, then on the first blank line at the bottom, copy all of the field values from the last line except for Recipients, which you shoudl change to "requested.by in $L.file". 

You will also need to create a new line on the Email/Mail Subject Line tab, and copy all of the values from the last line.

Regular Advisor

Re: HP SM Notification for Status Change

[ Edited ]

Dear Tom,

which last line should i copy to the Email/Mail Subject. Please check the screenshot to see how my Email/Mail Subject looks like and please can you confirm if the line on the MESSAGE tab must be like this (screenshot).

Regards,

Respected Contributor

Re: HP SM Notification for Status Change

Looks good. 

Add one more line to the Email/Mail Subject line:

HTMLTemplate
1
jscall("htmlemailtemplates.getMailHeader", "IM Close", $L.file, $L.file.save)