How to add notifications to your article process.

Version 2

    Adding Notifications to an Article Process

     

    This article will take you through steps to add notifications to an article process.  For example you may want to send an email to the approver when the Article is submitted, letting them know a new article has been written and requires approval.

     

     

    Environment

     

    Service Desk 7.7.x, 7.8.x

     

    Design Elements Required

     

    • 2 new collections on the Article object in the Knowledge Management Domain
    • New windows for the new collection objects created above.
    • Collection of 'Calls' on Article
    • Modifications to an Article Process
    • New process in the Call Management Domain (to send the notifications)

     

    Method

     

    Object Design

     

    Using the Object Creation Wizard, create 2 new collections on the Article Business Object.

    Object 1 = Article Notification

    Object 2 = Return to Creator (optional)

     

     

     

    Ensure you increase the size of the 'Name' attribute.  This will be the subject of your email notifications.

     

    On the next screen, apply privileges as required.

     

    Repeat for the second 'Return to Creator' collection object.

     

    Add an Approver attribute to the Article object

     

    1. In Object Designer drag System.User onto KnowledgeManagement.Article to create a relationship in Article.
    2. Select 'No' to not create a collection
    3. Do not select an option, just click OK on the Persistence dialog
    4. Rename the attribute to 'Approver' before saving the changes.

     

     

    Add Call Collection to Article Object

     

    1. In Object Designer, drag KnowledgeManagement.Article on to CallManagement.Call to create a collection relationship in Article.
    2. Select 'Yes' to create a collection

     

     

    After saving the changes, right click the Call Collection attribute in the Article business object and select 'Manage Actions'

     

    Enter the title and click OK.

     

    Window Design

     

    Create a window for each new collection object

     

     

     

    Add the Approver attribute to the Article window

     

     

    Process Design

     

    Article Process

     

    Using the collections and actions created above, assemble the Article process as shown.

     

    There are some Conditions in the Process, and a new Status.

     

    Status Is Created

     

     

    Created From Incident

     

     

    Call Process

     

    Assemble a process in the Call Management Domain as shown.  Condition details are below.

     

    Status Change

     

     

    import System

    static def GetAttributeValue(Call):

    Value = false

    if Call._Article._ArticleNotificaitonCol.Count != Call.Reminders.Count:

      Value = true

    if Call._Article.Status.IsEnd == true:

      Value = true

    return Value

     

    Notification on Article

     

     

    import System

    static def GetAttributeValue(Call):

    Value = true

    if Call._Article._ArticleNotificaitonCol.Count == Call.Reminders.Count:

      Value = false

    return Value

     

    Article Still Open

     

     

    import System

    static def GetAttributeValue(Call):

    Value = false

    if Call._Article.Status.IsEnd == true:

      value = true

    return Value

     

    Article Open

     

     

    import System

    static def GetAttributeValue(Call):

    Value = false

    if Call._Article.Status.IsEnd == false:

      Value = true

    return Value

     

    In the Add Reminder automatic action, place the following value types

     

     

    The attached Design Transfer files are for Service Desk V7.8 and have not been tested in earlier versions.  These will import the all of the design elements shown above.

    This will create a band new article process and cannot be used to modify your existing article process.