How to Configure Notifications

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HID_CreateObjectContactNotification
This article contains the following topics:
 
With CA SDM, you can automatically notify key personnel about ticket activities (researching, escalating) and events (opening a ticket, for example). You can also notify key personnel about Knowledge Report Card (KRC) and Support Automation Assistance Sessions. When a significant activity or event occurs, CA Service Desk Manager creates a notification message that does the following:
  • Identifies the ticket activity or the notification event
  • References the ticket
  • Includes other optional information
  • Can identify potential contacts
You can view a notification message for a ticket because of a system action. A system action includes opening, closing, or modifying a ticket through its history information.
Setting up automatic notifications involves the following tasks:
  • Defining activity notifications that determine the types of activities that generate notifications.
  • Defining object contact notifications that determine the object contacts that can be used to send notifications in an activity notification.
  • Identifying the methods used to send messages.
Create Object Contact Notifications
Object contact notifications let you notify the recipients based on the current value of a field on the ticket. Instead of identifying a person to notify, as in a notification method, you identify an object. For example, you can identify the To field to ensure that notification goes to the person currently identified in the To field, even if the value has changed since the ticket was defined.
Follow these steps:
  1. Select Notifications, Object Contact Notifications on the Administration tab.
    The Object Contact Notification List page opens.
  2. Click Create New.
    The Create New Object Contact Notification page opens.
  3. Complete the following fields:
    • Symbol
      Defines a unique identifier for the object contact notification.
    • Status
      Specifies if the object contact notification is active or inactive.
    • Object Type
      Displays the name of the object to which the attribute applies.
    • Object Attribute Name
      Provides the name of the object contact notification (in the Symbol field) in Majic, which is internal CA code. The attribute name depends on the Object Type selection:
      • If the Object Type is Issue or Workflow Task, the attribute name is assignee, requester, or group; these are the attribute names in the chg objects and they map to fields in the Change_Request tables.
      • If the Object Type is an Issue Activity log, the attribute name must start with the attribute name in the activity log object that links it to a specific instantiation of the chg object. The attribute name could be change_id.group.
    • Description
      Describes the object contact notification.
  4. Click Save.
    The new object contact notification is displayed in the Object Contact Notification List.
Previous Assignee Notifications
You can define Previous Assignee or Group values for an activity notification that detects changes to key fields when a ticket is saved. Previous values let you notify a previous assignee when a ticket is transferred, or notify both the current and previous groups when the priority of a ticket is escalated.
The Previous value fields of a ticket are local fields that exist only in memory and not in the database. The fields are populated during the save operation of the ticket only when respective attributes are changed and cleared at the completion of the notification processing. A previous value field is associated with a particular activity type through an activity association.
You can define Previous values that detect changes to the following key fields of a ticket:
Field
Requests, Incidents, Problems
Change Orders
Issues
Status
Yes
Yes
Yes
Active
Yes
Yes
Yes
Assignee
Yes
Yes
Yes
Request Area/Category
Yes
Yes
Yes
Group
Yes
Yes
Yes
Impact
Yes
Yes
Yes
Priority
Yes
Yes
Yes
Urgency
Yes
No
No
Severity
Yes
No
No
There are several contacts that you can specify for each object type (request, incident, problem, change order, or issue), which notify the current and previous contacts when an activity occurs.
  • Assignee
     
    Person assigned to handle the ticket.
  • Assignee Previous
     
    Person previously assigned to handle the ticket.
  • Group
     
    Group assigned to handle the ticket.
  • Group Previous
    Group previously assigned to handle the ticket.
After the notification rule is saved, the Assignee Previous and Group Previous fields display on the Object Contact Notifications List page.
Example: Configure Current and Previous Values for Key Fields
The following usage example describes how an administrator configures current and previous values for key fields to help ensure that the previous support representative is notified when a request is transferred away from them.
  1. Situation
    A support representative is frustrated because a ticket was transferred away from them and they were never notified.
  2. Task
    The administrator adds the Assignee and Assignee Previous object contacts to the notification rule for the Transfer activity notification. They attach a message template and specify the current and previous assignees to notify on the request form.
  3. Action
    When the request is saved, the Assignee and Assignee Previous fields of the request are populated. When the activity occurs (ticket is transferred), the condition for the rule is evaluated.
  4. Result
    If the condition is met, a notification message that describes the ticket activity is sent to the current assignee and the previous assignee.
Notify Contacts When a Ticket is Transferred Example
You can notify both the current and previous contacts when a CA SDM ticket is transferred.
Example: Notify both the current and previous contacts when a ticket is transferred
  1. On the Administration tab, browse to Notifications, Activity Notifications.
    The Activity Notifications List page appears.
  2. Select the Transfer activity notification.
    The Transfer Activity Notification Detail page appears.
  3. In the Object Type field, select Requests/Incidents/Problems.
  4. On the Notification Rules tab, under Symbol, select the Default Transfer Notification Rule.
    The Default Transfer Notification Rule page appears.
  5. On the Object Contacts tab, click Update Object Contacts.
  6. Click Search.
    The Notification Rule Update Recipients page appears.
  7. From the Object Contacts list, select Assignee and Assignee Previous from the list on the left, and click the contact selection button (
    >
    >).
    The selected item is added to the list on the right.
    : Use the CTRL or SHIFT keys plus the left mouse button to select multiple object contacts.
  8. Click OK.
  9. Save the notification rule.
    The Object Contacts list displays the selected object contact.
  10. On the Default Transfer Notification Rule page, click Message Template. Select a template and ensure that the Auto Notification option is enabled.
  11. Create a request, specify an Assignee, and click Save.
  12. On the Request Detail page, select Activities, and Transfer from the File menu.
  13. Specify a new Assignee, and click Save.
    The notification is sent to the current and previous assignees when the transfer activity occurs.
Configuration Item Notifications
A configuration item (CI) notification lets you define an activity notification that is associated with a specific CI that is associated with a specific CA SDM ticket. This feature lets you track information about the users, organizations, and vendors of a CI. You can specify the CI object contacts on the Notification Rules Update Recipients page, such as CI Maint Org, CI Primary Contact, and so on.
Notify the Primary Contact of a Configuration Item for an Issue Example
You can define an activity notification for a primary contact that are sent for a specific CI for a specific CA SDM ticket.
Example: Notify the primary contact of a configuration item for an issue
  1. On the Administration tab, browse to Notifications, Activity Notifications.
    The Activity Notification List page appears.
  2. Select the Initial Activity Notification from the list.
    The Initial Activity Notification Detail page appears.
  3. Select the object type you want to use.
  4. On the Notification Rules tab, select the Default Notification Rule link.
    The Default Notification Rule page appears.
  5. Select the Default Message Template link and ensure that the Auto Notification option is enabled.
  6. Select the Object Contacts tab, and click Update Object Contacts.
    The Object Contact Notification Search page appears.
  7. Click Search. A list of object contacts appears.
  8. Select CI's Primary Contact from the list on the left, and click the contact selection button (
    >
    >).
    The selected item is added to the list on the right.
    You can use the CTRL or SHIFT keys plus the left mouse button to select multiple object contacts. You can add one object for a request and multiple objects for a change order or issue.
    The object contact is in the list on the right.
  9. Click OK.
  10. Save the notification rule.
    The Object Contacts list displays the selected object contact.
  11. Complete the following tasks:
    • On the Service Desk tab, create or update an existing CI.
    • Add the primary contact listed on the Object Contacts tab. The selected object contact appears on the Configuration Items Detail page.
    • Add the CI to the Issue.
When an activity event occurs, the rule is implemented and the condition is evaluated. If the criteria for the condition is met, a notification message that describes the ticket activity is sent to all contacts of the CI associated with this notification rule.
Notification Log Reader
The Notification Log Reader displays the notifications received for the logged-in user by date, urgency, and status. With the Notification Log Reader, you can do the following:
  • Change the sort order and set menu options to have the Notification Log Reader appear automatically when new messages are received.
  • Double-click a notification message to request that CA SDM display the detail page for the ticket associated with the notification.
  • Monitor notification messages by entering specific selection criteria to query the database for analysis or for selection of notification messages based on data entered in the fields. For example, you can list only those notification messages that have not been cleared by changing the Message Status field to Not Cleared.
  • Clear notification messages to keep your list of notifications to a manageable size. Cleared notifications are not displayed when you first access the Notification Log Reader, although you can display them, if needed.
Set Notification Log Reader Options
You can set options for the Notification Log Reader to define how you are notified when new messages are received for an issue.
Follow these steps:
  1. On the ServiceDesk tab, browse to View, Log Reader.
    The Notification Log Reader page appears.
  2. Use the check box to the left of each notification to set the following options. You can select items to perform operations such as Clear Selected or Delete Selected.
    • Header
      Displays the header of the message, which usually contains the number of the ticket and the activity type.
    • Start Date
      Displays the date and time the notification was sent to your Log Reader window.
    • Status
      Displays the status of the notification.
    • Urgency
      Defines the level of urgency for the notification (low, normal, high, or emergency), which indicates the relative importance of different activities. Urgency levels are predefined; however, the system administrator is responsible for setting up other aspects of notification, such as notification methods and activity associations. The system administrator also defines the method of notification used for contacts and groups for each urgency level.
    • Message Text
      The full message text for the notification.
    The Log Reader displays any changes.
  3. Click Close.
    The Notification Log Reader page closes and the options are set.
Personalized Responses
You can create personalized responses and attach them to requests, issues, and change order records when adding activities to the record. For example, you can append a personalized response on the Status Change or Log Comment windows available from the Activities menu.
Create a Personalized Response
You can create a personalized response to append to requests, issues, and change order records.
Follow these steps:
  1. From the Administration tab, navigate to Service Desk, Personal Responses.
    The Personal Response list page displays.
  2. Click Create New.
    The Create New Personalized Response page displays.
  3. Complete the fields on the page:
    • Response Owner
      Specifies the contact who owns the response. If this field is left blank, the response is available to all analysts.
    • Response
      Specifies the text delivered to all those who receive this response. This field can be up to 1000 characters long.
      You can use variables in this field, for example:
      Ticket ref_num: @{call_req_id.ref_num} Assignee: @{call_req_id.assignee.combo_name} Customer: @{call_req_id.customer.combo_name} Description: @{call_req_id.description}
  4. Select the type of records for which you want this response available. Click Save.
    A personalized response is created.
Personalized Response Variable Substitution
Variables can be embedded in the text of a Personal Response. These variables allow information to be substituted from the corresponding Request, Change Order, Issue, Problem or Incident. The syntax of the variables is the same as is used elsewhere in the CA SDM product, such as in the Activity Notification Message Templates and the Manual Notify Activity Message Text. The information can only be substituted from the corresponding Request, Change Order, Issue, Problem or Incident. Activity Notification Message Templates and the Manual Notify Activity Message Text allow information from the Activity Log Record to be included as well.
Check boxes for each object type (Requests, Change Orders, Issues, Incidents, and Problems) allow Responses to be filtered during selection. If the object type is not checked, the Response is not available for that object. For example, if only the Request box is checked, the Response is only presented in Activities for a Request.
A single Response can be used for all object types (Requests, Change Orders, Issues, Problems or Incidents ). Because each object has different attributes, information that does not apply to the object is not substituted (for example, attempting to substitute the Request Number in a Response for an Issue).
A Response text example and the variable substitutions that occur for each object type follows:
This is Request # '@{call_req_id.ref_num}' This is Change Order #' '@{change_id.chg_ref_num}' This is Issue # '@{issue_id.ref_num}'
For a 
Request
, the following substitution occurs:
This is Request # 'cr_demo:11' This is Change Order # " This is Issue # "
For a 
Change Order
, the following substitution occurs:
This is Request # " This is Change Order # 'chg_demo:3' This is Issue # "
For an 
Issue
, the following substitution occurs:
This is Request # " This is Change Order # " This is Issue # 'iss_demo:6'
By using the "Display this Response for" check boxes, you can create different versions of a Response with the appropriate substitution variables for the corresponding object (Requests, Change Orders, Issues, Problems or Incidents).
The format of the substitution variables for the different objects is as follows.
Object
Variable Format
Request / Incident / Problem
@{call_req_id.attr}
Change Order
@{change_id.attr}
Issue
@{issue_id.attr}
The substitution occurs when the Response is copied to the User Description field. The Response is copied after it is selected from the Personalized Response drop-down list and the drop-down list loses focus.
Internal Logs
You can define whether a particular access type is qualified to view internal logs. If allowed to view internal logs, contacts see a check box labeled Internal on each of the Log Activity windows, which they can select to mark the activity as internal. When activities are marked as internal, only contacts with an access type that is qualified to view internal logs sees the activity or is notified of it.
View the Log Reader
The Log Reader lists the notifications that are received for the logged-in user. You can filter the list by clicking Show Filter and specifying search criteria in the search fields. From the menu select View, Log Reader.
If multi-tenancy is installed, the list page displays Tenant and Public Data settings in the search filter. Public Data can be Excluded or Included with Tenant data; Only searches for public objects exclusively. On detail pages, select the appropriate tenant from the list. If you select <empty>, the object is public.
View Notification History
You can see the notification history for the currently logged in user (from the main CA SDM page or a list page, select View, Notification History) , or for the currently open ticket record (select View, Notification History on the menu bar)
If multi-tenancy is installed, select the appropriate tenant from the drop-down list. The public (shared) option creates the object for all tenants.
List All Recipients of a Manual Notification
You can list all recipients for a manual notification by viewing the Notification List.
Follow these steps:
  1. Locate text (similar to the following example) in the manual notification and click the URL link:
  2. Click on the following URL to view the Notification List:
    http://<hostname>/CAisd/pdmweb.exe?OP=SEARCH+FACTORY=cr+SKIPLIST=1+QBE.EQ.id=400001+HTMPL=cr_lr.htmpl+INSTANCE=400027
    The Notification List that applies to the ticket appears and lists the notification recipients. 
Only analysts can view all recipients of the notification. When other roles click the URL, a message informs them that they do not have sufficient security settings.
 
View Response Time Statistics
You can monitor the response time of your system to evaluate performance issues. Choose View, Response Time Statistics.