Choose a Notification Phrase

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The notification phrase is sent to the sender of the email. For example, to confirm that an incident has been created successfully. CA SDM provides predefined notification phrases which are set to inactive by default. You can activate and modify the phrases. You can also create notification phrases to best suit your organization needs.
Choose from the following options:
Activate a Predefined Notification Phrase
By default, predefined notification phrases are set to inactive. You activate a notification phrase so that the notifications can use the phrase. Select
Administration
,
Notifications
,
Notification Phrases
and search for the notification phrase. Edit the notification phrase and select
Active
from the Active drop-down list.
Create a Notification Phrase
HID_CreateNotificationPhrase
You can create notification phrase that contains standardized text and macros. This notification phrase is sent as a response to emails from users.
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. Select Notifications, Notification Phrases on the Administration
    tab.
    The Notification Phrase List page opens.
  2. Click Create New.
    The Create New Notification Phrase
    page opens.
  3. Complete the Notification Phrase Fields, as appropriate.
  4. Click Save.
    The notification phrase is created.
Notification Phrase Fields
Complete the following fields to edit or create a notification phrase:
  • Symbol
    Defines a unique identifier for this record.
  • Code
    Specifies a unique value to use for the notification phrase, in the usp_notification_phrase table. The usp_notification_phrase table lists common phrases that notification message templates can use. For information about the usp_notification_phrase table, see the
    Technical Reference Guide
    .
  • Phrase
    Specifies the phrase for the notification. You can specify both plain-text and HTML versions. HTML consolidates most of the whitespace into single spaces, so you must specify line breaks or paragraph breaks with tags.
    For example, the following plain-text phrase is used in the Confidential Notice notification phrase:
    This e-mail and any files transmitted with it are for the sole use of the intended recipient(s) and contain information that may be privileged and confidential. Any unauthorized review, use, disclosure or distribution is prohibited. If you are not the intended recipient of this e-mail, please delete this e-mail and any files transmitted with it and notify the sender immediately.
    The following HTML phrase can be used to ask the user to view the notification list:
    Click on the following URL to view Notification List: @{call_req_id.web_url}[email protected]{id}
    For more information about phrases, see the Notification Codes and Phrases topic.
Notification Codes and Phrases
Notification phrases let you add a standardized piece of information or text to a number of different notification messages, without having to enter and maintain the text or formulae separately in each notification template. For example:
Reply to this notification to add additional information to the ticket
Phrases standardize text for use in multiple message templates. For example, you can maintain a common phrase such as a confidential notice in a single record and use it in multiple message templates. Notification phrases are also useful for message replies, such as a Reply Notice, or a web URL link. CA SDM provides phrases and you can create your own phrases. You can set a phrase as active or inactive for use in a message template globally. (Notification phrases are inactive by default.) When a phrase is inactive, the phrase is suppressed in all message templates that use the phrase.
Notification phrases can also be used in the automatic responses to incoming email messages. The processing context for this type of message is different; omit the prefix (change_id., issue_id., call_req_id.) used in certain macros such as ref_num and web_url for phrases that the message uses. As a result, you cannot share notification phrases between notification templates and email automatic responses.
For example, some of the phrases that CA SDM provides are as follows:
Symbol
Code
Phrase
Notify History - Change
notify_history_chg
Click the following URL to view the Notification List:
@{change_id.web_url}[email protected]{id}
Notify History - Issue
notify_history_iss
Click the following URL to view the Notification List:
@{issue_id.web_url}[email protected]{id}
Notify History - Request/Incident/Problem
notify_history_cr
Click the following URL to view the Notification List:
@{call_req_id.web_url}[email protected]{id}
Example: New Phrases
The following phrases are examples of phrases that you can create:
Symbol
Code
Phrase
Notify Confidential
ConfidentialNotice
This email and any files transmitted with it are for the sole use of the intended recipient(s) and contain information that may be privileged and confidential. Any unauthorized review, use, disclosure or distribution is prohibited. If you are not the intended recipient of this email, please delete this email and any files transmitted with it and notify the sender immediately.
Notify Incident Reply
IncidentReply
To add a comment to your Incident, just reply to this email or include the line below (on a line by itself).
%[email protected]{call_req_id.ref_num}
Notify Incident URL
IncidentURL
Click the following URL to view:
@{call_req_id.web_url}
Use separate phrases for the plain-text and HTML versions of message templates or email auto-replies. HTML consolidates the whitespaces into single spaces, so line- or paragraph-breaks must be specified with tags. HTML tags included in plain-text versions of messages are displayed rather than processed.
Notification Phrase Syntax
You insert notification phrases in message templates and email reply messages using the following macro syntax:
@{notification_phrase[code].phrase}
  • code
    Specifies the unique Code value, such as ConfidentialNotice, of the Message Phrases (usp_notification_phrase) table.
    The usp_notification_phrase table lists common phrases that notification message templates can use.
For example:
@{notification_phrase[IncidentURL1].phrase} @{notification_phrase[RequestReply].phrase}
When CA SDM locates the macro, the phrase text from the usp_notification_phrase table replaces the syntax. If no matching code exists (or if it is inactive), an empty string replaces the macro. No errors are written to the standard log (STDLOG), instead a warning message is logged to help you resolve potential problems.
Embedding phrases within other phrases is limited to a maximum depth value that you configure by setting the NX_MAX_EXPAND_DEPTH environment variable. This limitation prevents problems which can occur when processing phrases that are accidentally self-referenced (embed themselves) or circular-referenced (when a phrase embeds a phrase into which it is embedded).
Example How Notification Phrases Appear in a Message
This example demonstrates how notification phrases appear in a notification message. The example uses the following codes and phrases:
Code
Phrase
ConfidentialNotice
This e-mail and any files transmitted with it are for the sole use of the intended recipient(s) and contain information that may be privileged and confidential. Any unauthorized review, use, disclosure or distribution is prohibited. If you are not the intended recipient of this e-mail, please delete this e-mail and any files transmitted with it and notify the sender immediately.
IncidentReply
In order to add a comment to your Incident, just reply to this email or include the line below (on a line by itself).
%[email protected]{call_req_id.ref_num}
IncidentURL
Click the following URL to view:
@{call_req_id.web_url}
The following message template includes the notification phrases:
@{call_req_id.type.sym} @{call_req_id.ref_num} Closed. Assigned to: @{call_req_id.assignee.combo_name} Customer: @{call_req_id.customer.combo_name} Description: @{call_req_id.description} @{notification_phrase[IncidentURL].phrase} @{notification_phrase[IncidentReply].phrase} @{notification_phrase[ConfidentialNotice].phrase}
The phrases appear in a message as follows:
Incident 1234 Closed. Assigned to: Analyst, Joe Customer: Doe, John Description: This is a description of my problem Click on the following URL to view: http://helpdesk/CAisd/pdmweb.exe?OP=SEARCH+FACTORY=chg+SKIPLIST=1+QBE.EQ.id=400723 In order to add a comment to your Incident, just reply to this email or include the line below (on a line by itself). %incident_id=1234 This e-mail and any files transmitted with it are for the sole use of the intended recipient(s) and contain information that may be privileged and confidential. Any unauthorized review, use, disclosure or distribution is prohibited. If you are not the intended recipient of this e-mail, please delete this e-mail and any files transmitted with it and notify the sender immediately.