2 Replies Latest reply on Apr 18, 2011 4:29 AM by JMG

    Add assigmnet update notes

    Rookie

      Hi Guys

       

      When adding a note on our system, the reminder option captures the relevant information  that we need when communicating it to the originator or analyst:

       

      Example: Incident {Id} - {Title} has been updated. Update: {Notes/Text}

       

      The thing is that when our Incident process is at the Progress state, and we choose add assignment

       

      We have found that we would also like to send similar information as part of this, when we move a request around the different support groups that do not constantly monitor the system.

       

      Is this a case of adding a reminder into the process at this point, or is it easier to add some additional attributes to the add assignment window that captures the information we require

        • 1. Re: Add assigmnet update notes
          Expert

          We use a Reminder.  It allows us to use HTML formatting and to automatically add in other data such as the original call details or raise user etc.  This what we send (with most of our HTML stripped out so you can see).

           

           

          Service Desk call {Id} has now been assigned to you/your team.

          <PRE style="font-family:arial;font-size:12px;white-space: pre-wrap;padding:3px;overflow:hidden;word-wrap:break-word;width:510px;">{Assignments/Description}</PRE>
          Assigned by:  {Assignments/CreationUser/_Fullname}  of  {Assignments/CreateGroup/Title}
          <B>Original Call:</B>>
          <PRE style="font-family:arial;font-size:12px;white-space: pre-wrap;padding:3px;overflow:hidden;word-wrap:break-word;width:510px;">
          {Description}</FONT></PRE>
          etc..

           

          You will need to add a manual Re-Assign actionto your process (first removing it as an Optional Action),  followed by a Reminder.  As we no longer want the Re-Assign action to send an email out, we removed the Notify booleans from the Re-Assign window and added 2 new ones (Notify User & Notify Analyst) which we then referenced from the Reminder via Value Types.

           

          Works very well.

           

          Happy to go over in more detail if it helps.

           

          p.s - the <PRE> tags are great if using HTML  as they preserve the formatting - otherwise it all appears as one lump of text...

          • 2. Re: Add assigmnet update notes
            Rookie

            Thanks Adam, thats  helped