Create an Announcement

You can use CA SDM to post announcements to users. Announcements help decrease the number of incoming calls and promote increased productivity through proactive resolution of tickets and communication of important information to all affected users. Users can scroll through stored multiple announcements.
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HID_CreateanAnouncement
You can use CA SDM to post announcements to users. Announcements help decrease the number of incoming calls and promote increased productivity through proactive resolution of tickets and communication of important information to all affected users. Users can scroll through stored multiple announcements.
Announcements apply to all service desk models.
You can add new announcements and update existing ones. Announcements are part of the reference data function of CA SDM, so by using the access type you can control which contacts can create announcements.
An announcement can specify either or both of the following:
  • Location
    Specifies a physical location, for example, a city, building, or floor.
  • Organization
    Specifies an organization ID. When Organization is set for an Announcement, only individuals assigned to that Organization can see the Announcement.
When Location or Organization is set for an announcement, only contacts at that location or organization receive it. Any contact can still see all announcements that are not restricted by location or organization. For example, if neither is set, contacts in every location and organization can see an announcement.
You can specify announcements using the administrative function of the web interface.
If multi-tenancy is installed, select the appropriate tenant from the drop-down list. The public (shared) option creates the object for all tenants.
Follow these steps:
  1. On the Scoreboard, select File, New Announcement.
    The Create New Announcement window opens.
  2. Fill in the fields as appropriate. See Announcement Fields for field definitions.
  3. To insert a link to a Knowledge Document in the announcement, click Knowledge Doc.
    The Knowledge Document search page displays.
  4. Search for the document you want to include. See Search Knowledge Documents for more information.
  5. In the Link Text field, type the text to be used to link to the document.
  6. Click Insert Document.
    The HTML code linking to the Knowledge Document is added to the Text field.
  7. Click Save to save the announcement.
    The new announcement is added to the right pane of the main window.
Announcement Fields
  • Text 
    Enter the text of the announcement. Click Spelling to perform a spell check of the text you entered. This field is required.
    If you insert a link to a Knowledge Document, the HTML code for that link is displayed in this field.
  • Location 
    The location where the announcement is displayed. Enter the name of the location directly into the field, or click the search icon to search for the location.
  • Internal 
    Select this option if this announcement should only be shown to internal employees.
  • Organization 
    The organization where the announcement is displayed. Enter the name of the organization directly into the field, or click the search icon to search for the organization.
  • Announcement Type 
    Determines the urgency of the announcement and the color of the announcement text displayed in the window. Asterisks are displayed next to the posted date for color blind or visually impaired users.
    The possible values are:
    • Routine 
      Black text. No asterisks.
    • Advisory
      Orange text. One asterisk, after the date.
    • Emergency
      Red text. Two asterisks, after the date.
  • Status 
    Indicates whether the announcement is active (displayed) or inactive (not displayed).
  • Close Date/Time
    The date and time to stop displaying the announcement. Enter the date and time in the format mm/dd/yyyy hh:mm AM | PM, or click the calendar icon to select the date and time.
Spell Check Text Entry Fields
The Spell Checker utility is available for checking your spelling in text entry fields throughout the user interface.
To Use the Spell Checker
  1. Enter text into the text entry field.
  2. Click the Spelling button above the text entry field.
    • If the Spell Checker does not find any errors, a Spell Check Complete message appears at the top of the page.
    • If the Spell Checker does find errors, the Spell Check Results window opens with the first error highlighted.
  3. Evaluate each error and decide whether to ignore or change it.
    When spell checking is complete, the Spell Check Results window closes and any corrections you have made appear in the text entry field.