Hi James, I have gone through the all OOTB events in SYS:Notification Messages , However I failed to find OOTB functionality to achieve the same.
Due to this we need to do customization. I have further checked the ways to send notification to user when a work log entry is made. I found there are two ways to achieve the same. 1. Writing Filter on Submit event of forms namely “HPD:Work Log” and ”CHG:WorkLog” and with a qualification matching the incident ID (HPD:HelpDesk) and “Incident Number”(Field on HPD:Worklog). For Example “'Incident Number'="INC000000000004"”(This qualification is hard coded). In this Filter we can use the action “Notify” and Mechanism as “Email”. In “To” field fetch the customers Email ID from People Profile of user. 2. If we need to achieve this through SYS:Notification Messages form then we need to enter new value say “Worklog Updated/New Worklog Entry” in the Selection field namely “Notification Event” on “NTE:SYS-Define NT Events” form by using Developer Studio. Likewise then create the related entry on the “NTE:SYS-Define NT Events” form and Enable for to create a mapping between the module and new event. Create a entry in SYS:Notification Messages form and update related Workflows in the Notification engine. Hope one of these approach is the expected and correct. Let me know in case any other inputs are required from my end. Have a great day !!! "T.E.A.M. = Together Everyone Achieves More!" Thanks & Regards, ___________ Nilesh Janjire BMC Remedy Engineer Vyom Labs Pvt. Ltd. BSM Solutions & Services||ITIL Consulting & Training E-Mail: nilesh.janj...@vyomlabs.com Contact:8087749833/9421979437 "Success with fear of loosing it is Luck ! whereas Success with confidence is Achievement !" _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
