Create a Manual Notification

You can define a manual activity notification that is sent for a specific activity. An activity is an action that someone performs, such as resolving a service desk ticket or sending a managed survey. Even daily activities such as returning a call, canceling or closing a record, increasing priority, or updating status can result in a notification being sent.
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You can define a manual activity notification that is sent for a specific activity. An activity is an action that someone performs, such as resolving a service desk ticket or sending a managed survey. Even daily activities such as returning a call, canceling or closing a record, increasing priority, or updating status can result in a notification being sent.
Manual notifications let you do the following activities:
  • Use temporary email addresses
  • Add default users to manual notifications
  • Show in an email notification all other recipients of the notification
  • Process the outgoing email queue after a server error that leaves emails in the queue
  • Notify the attached Object Contacts, Contacts, and Contact Types
    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 Service Desk tab, select one of the following:
    •  Incident from the Incident List page
    • Problem from the Problem List page
    • Request from the Request List page
    • Change order from the Change Order List page
    • Issue from the Issue List page
  2. Select Activities, Manual Notify on the menu bar.
    The Manual Notification page appears.
  3. Add the recipients of the notification in the To or Cc fields. The following fields enable you to add the recipients:
    This feature will only be available if you apply a patch for
    CA Service Management
    Release 14.1.01. Find the patch and the download details from CA Support Online.
    You cannot add the same recipient in both To and Cc fields.
    The option to add recipients in the To and Cc list can be enabled if you install the
    mail_show_to_cc_list
    option from the Options Manager. If you disable the option, you can add recipients in the To list only
    .
    This
    option shows all the recipients of the email notification. For manual email notification, both To and Cc list recipients are displayed and for automatic email notification, only To list recipients are displayed. Pager email notification method does not support the listing of all the recipients in To or CC list.
    • Available Recipients:
       Lists relevant contacts and Contact Objects that you can add to the Recipients list, as specified in the Manual Notify settings in Activity Notifications options. When you select a contact object name, only the contact names that are associated with the object are added to the Recipients list. After selecting the recipient(s), click 
      Add To Recipients
       (required) or click 
      Add Cc Recipients
       (optional). The selected recipient(s) appear(s) on the respective Selected Recipient list.
    • Contact: 
      Enter characters into the contact field of the ticket. The field displays results as you type and generates a list of suggested results. After selecting the contacts, click 
      Add To Contact 
      (required) or click 
      Add Cc Contact 
      (optional). The selected contact appears on the respective Selected Recipient list.
    • Email address:
       Accepts an SMTP address for an email recipient. You can specify any valid email address including addresses that are not associated with a contact record. Separate multiple addresses with a semi-colon. This field appears when the option notification_allow_temp_address is installed using Options Manager.  After selecting the email address, click 
      Add To Email 
      (required) or click 
      Add Cc Email 
      (optional). The selected email address appears on the respective Selected Recipient list.
  4. Complete the following fields, as appropriate:
    • Urgency: 
      Specifies the relative importance of the notification (by default: low, normal, high, or emergency). The system administrator defines the Urgency levels.
    • Preferred Method:
       Specifies the notification method to use, such as Email or Notification.
       When you specify an email address, set the method to one that supports SMTP, otherwise, remove email addresses from the Selected Recipients list.
    • Internal: 
      Makes the notification visible to internal contacts only.
    • Message Title
      : Specifies a title for the notification message. This title is a short description of the message, similar to an email subject line. The default title is the ticket type and number, and the words "Manual Notify" (for example, "Incident 32 Manual Notify").
    • Message Text: 
      Specifies the entire text of the notification. You can click Spelling to check the spelling of the message text.
    • Personalized Response: 
      Specifies a personalized response such as a generic or administrator signature. The response is added to the end of the message text.
      The administrator must set up a personalized response before you can use this option. For more information about personalized responses, see Personalized Response
  5. You can send documents or URLs to the selected recipients, if you have selected the
    Email
     method and if you have installed the 
    mail_allow_attmnts
    option.
    This feature will only be available if you apply a patch for
    CA Service Management
    Release 14.1.01. Find the patch and the download details from CA Support Online.
     Ensure that you read the following considerations before using this feature:
    • Attachment repository used for storing manual notification attachments should be configured to match the sender and receiver email server restrictions in terms of file size and extensions. There is no separate repository to store the attachments. As an Administrator, you may need to add extra validations to match Exchange limitations.
    • Mailer daemon needs to be explicitly configured to use SSL (use the options manager) if encryption is needed.
    • The SOAP web services method 
      notifyContact
       does not support this functionality.
    • Based on the size of the attachments, emails with many attachments may slightly degrade the performance of sending emails.
    • No changes are made to the mobile interface as Manual Notify is not supported from the mobile interface.
    • CA SDM does not handle bounce emails and emails failed to be delivered by the mail server.
    • Email attachments are not encrypted.
    • CA SDM is not responsible for language differences in the email content. An email in Portuguese can be sent to the English supported device.
    • CA SDM does not have the mechanism to detect if huge (number/size) emails are sent. Ensure that you check the email size at the firewall level.
    • The attachments can be sent to CA SDM contacts, and to the contacts that are not created in CA SDM (using email addresses directly). CA SDM will not take responsibility of the following:
      • attachments being forwarded to other contacts.
      • attachments may contain virus or malware content in the files.
      • attachments may contain sensitive information (such as personal information)
    • If an Analyst sends the same attachment as part of two different manual notify activities, then, there would be duplicate attachments created and linked to the cr object. Ensure that you check before uploading any attachment.
     To upload the documents or URLs, click 
    Attach Documents
     or 
    Attach URLs
     from the 
    Attachments 
    tab and follow the on-screen instructions. After you upload, the URL or the document is listed on the tab.
  6. Click Notify.
    The notification is sent and the activity is recorded on the Activities tab.