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How to Set Up Notification for an Activity

Last update August 27, 2018

This article contains the following topics:

You can define a notification that is sent for a specific activity. An activity is an action that someone performs, such as resolving a ticket, sending a managed survey, running the Knowledge Report Card. Even daily activities such as returning a call, canceling or closing a record, increasing priority, or updating status are activities that can result in a notification being sent.

Follow these steps:

  1. WebUI" class="conf-macro output-inline" data-hasbody="true" data-macro-name="sp-plaintextbody-link">Open the CA SDM Web UI.
  2. Verify the Prerequisites.
  3. If you do not want to use a predefined message template, Create a Message Template.
  4. If you do not want to use a predefined notification rule, Create a Notification Rule.
  5. If you do not want to use a predefined activity association, Create an Activity Association.
  6. You can Search for an Activity Association.
  7. If you do not want to use a predefined activity notification, Create an Activity Notification.
  8. You can Search for an Activity Notification.

Open CA SDM Web UI

Log in to the web UI from the following servers, depending on your CA SDM configuration:

  • Conventional: Primary or secondary servers
  • Advanced availability: Application or background servers

Verify the Prerequisites

Verify the following prerequisites, before you being the setup:

Install the Option to Add URL Hyperlinks to Notifications

The web_url field in the Change_Request and Workflow_Task tables holds a URL value that allows a user to access a particular change order or workflow task through the web interface. When used in email notifications, a user can click the URL and can go to the web interface without any further querying.

Before you can implement the URL hyperlinks in notifications, configure the system as follows:

  1. Install and configure the CA SDM web interface.
  2. Using the Options Manager, configure and install the web_cgi_url option to specify the location of the CA SDM web engine. For example, http://hostname/scripts/pdmcgi.exe. For advanced availability, the host name must point to the application server or the load balancer.

Verify the Notification Method for the Recipient

Ensure that the contact to whom you want to send the notification, is assigned to that particular notification method.

Follow these steps:

  1. Select Security and Role Management, Contacts on the Administration tab.
    The Contact Search page opens.
  2. Search for the contact using the filter and select the contact that you want to notify from the search result.
    The contact detail page opens.
  3. Select Notification on the Contact Details tab.
  4. Verify the notification method. Based on your notification priority, select the required option. For example, you want to send an email notification for any emergency notification. Select the Email option in the Emergency field.
  5. To change the notification method, click Edit, change the option, and click Save.
    The notification method for the contact is verified.

Allow Temporary Email Addresses

A temporary email address is an address that is not associated with a contact in the system. Temporary email addresses are useful in circumstances such as the following one:

  • An end user is out of the office or is having difficulty accessing their standard email account.
  • The analyst wants to use email to track interactions with the user.
  • The analyst sends a manual notification to a temporary email address for the user.
  • The analyst can view the activity log, which is updated with the manual notification.

Recipients cannot reply to temporary addresses when their email address is not associated with a contact record or does not have permission to update the ticket.

Note: Temporary email addresses are always SMTP email addresses, and are supported only when the Preferred Method supports SMTP. For information about how to set up temporary email addresses, see the Online Help.

Follow these steps:

  1. Select Options Manager, Notifications on the Administration tab.
    The Option List page opens.
  2. Click notification_allow_temp_address.
    The notification_allow_temp_address Options Detail page opens.
  3. Click Edit.
  4. Click Install.
    The notification_allow_temp_address Options Detail page opens.
  5. Click Close Window.
  6. Restart the CA SDM servers.Temporary email addresses are now allowed for manual notifications.

Create Message Templates

Create a message template that contains the values to use for the notification message. When you send multiple notification messages, you can use the message templates to simplify your workload.

Note: 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, Message Templates from the Administration tab.
    The Message Template List page opens.
  2. Click Create New.
    The Create New Message Template page opens.
  3. Complete the fields as appropriate.
    • Symbol
      Defines a unique identifier for this message template.
    • Object Type
      Specifies the object type associated with this template. For example, select Request/ Incident/ Problem for any notification related to a ticket.
    • Record Status
      Specifies the status of the template as either active or inactive. Set the status to Active to use the message template.
    • Auto Notification
      Specifies to send the notification associated with this template automatically, when the activity occurs. For example, you set up an initial notification, set up the objects to notify, and set up the message template, but you are not ready to turn on the notifications. In this case, you do not select Auto Notification. When you are ready to start automatic notifications, you select the check box. The notification becomes active and occurs as defined.
    • Notify Level
      Indicates the relative importance of sending this notification. For example, select Emergency if you want to send the email notification to the contact immediately when the associated activity occurs.
    • Notification Message Title
      Specifies the summary title of the message. You can use variables to insert the incident number in the message title. For example, @{call_req_id.type.sym} @{call_req_id.ref_num} @{type.sym}.
    • Notification Message Body
      Specifies the content of the message. You can use variables to insert the analyst name, end-user name, and description into the message. For example,

      @{call_req_id.type.sym} @{call_req_id.ref_num} @{type.sym}.
      Assigned to: @{call_req_id.assignee.combo_name}
      Customer: @{call_req_id.customer.combo_name}
      Description: @{call_req_id.description}
      
      Click on the following URL to view:
      @{call_req_id.web_url}
      

      You can use the ARTIFACT keyword to specify how artifacts are handled in outbound messages, message templates, notifications, and auto-replies. The ARTIFACT keyword uses the following values:

      • NONE -- Specifies no validation of artifacts. This value is the same as not using the keyword.
      • PROTECTED -- Validates a ticket against the hash for confirmation. If confirmation fails, the artifact is considered invalid and filtering fails when filtering searching for an artifact ({{object_id}}).
      • SECURE -- Decrypts the ticket number. If the value is not a valid password, the artifact is considered invalid and filtering fails when filtering is searching for an artifact ({{object_id}}).
    • HTML Message
      Specifies the HTML message that is displayed to the recipient. If the recipient receives the message on an external device, such as a cell phone or PDA, the message displays in plain text only. Click Edit HTML Message to open the HTML Editor.
    • Quick View
      Displays the message as it appears to the recipient.
    • HTML Source
      Displays the message in the HTML source code.
  4. Click Save.
    The message template is created.

Create a Notification Rule

Create the notification rule to specify the contacts to be notified and under what circumstances.

Note: 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 Rules from the Administration tab.
    The Notification Rule List page opens.
  2. Click Create New.
    The Create New Notification Rule page opens.
  3. Complete the following fields:
    • Symbol
      Defines a unique identifier for this notification rule. For example, enter Ticket Description Update.
    • Object Type
      Defines the object to which the rule applies. For example, select Request/ Incident/ Problem for an activity related to a ticket.
  4. Click Save & Continue.
  5. Click Condition to select the macro you can use to define a condition for this rule. Do one of the following actions to define the condition:

    Note: A notification rule without a condition notifies all contacts every time the activity occurs.

    • Search for the macro from the list and select it.
    • Click Create New to create a macro.
  6. Click Message Template to add a message template that you have created for this rule. Do one of the following:
    • Search for the template from the list and select it.
    • Click Create New to create a message template.
  7. Select the appropriate contacts to notify from the following tabs:

    Note: Use the Update Contacts button that appears on each tab to search for and select more contacts to notify.

    • Object Contacts
      Displays the available organizations, vendors, and configuration items for the selected Object type that receive notification about tickets. For example, you can select Affected End User or Affected End User Admin Org to notify.
    • Contacts
      Displays the individuals who are added to the notification rule, regardless of their association with the ticket.
    • Contact Types
      Displays the users who are defined within the notification rule with the same classification, such as analyst or customer.
  8. Click Save.
    The notification rule is created.

Create an Activity Association

Associate an activity with the object attribute to track the changes to the related object attribute. For example, associate Field Update activity with the object attribute of the Description field of an incident record. This enables you to send a notification whenever the description of the incident is updated. An object attribute can have only one activity notification.

Note: 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, Activity Associations on the Administration tab.
    The Activity Association List page opens.
  2. Click Create New.
    The Create New Activity Association Type page opens.
  3. Complete the following fields:
    • Symbol
      Defines a unique identifier for this association.
    • Code
      Defines an internal code for the activity association.
    • Object Type
      Specifies the name of the object to which the attribute applies. For example, select Request/ Incident/ Problem.
    • Object Type Attribute
      Defines the object attribute to which the activity type is associated. For example, enter the object attribute of the Description field of an incident record.
    • Activity Type
      Indicates the type of activity. For example, select Field Update to see when the selected object attribute is updated.
    • Log Me
      Determines if this activity association creates a log entry in the Audit Log.
  4. Click Save.
  5. Click Close window.

Search for an Activity Association 

You can use the search function to filter the Activity Association List to show only the items you want to see. You can also locate a specific activity association to view or update.

Note: If multi-tenancy is installed, the list page displays Tenant and Public Data settings in the search filter. Public Data can be Excluded or Included with Tenant data; Only searches for public objects exclusively. On detail pages, select the appropriate tenant from the list. If you select <empty>, the object is public.

Follow these steps:

  1. On the Administration Tab, browse to Notifications, Activity Associations.

    The Activity Association List appears.

  2. Click Show Filter.
  3. Complete one or more of the following search fields:

    Symbol Defines a unique identifier for this record. Object Type Specifies the name of the object to which the attribute applies. Object Type Attribute Defines the field to which the activity type is associated. Activity Type Indicates the type of event.

    Click the More icon to display additional search fields.

  4. Click Search.

    The Activity Association List populates with all activity associations that match your search criteria.

Create an Activity Notification

Associate the activity with a notification. When the activity takes place, the associated notification is sent to the selected contacts.

Note: If multi-tenancy is installed, select the appropriate tenant from the drop-down list. The public (shared) option creates the object for all tenants. You cannot maintain different Manual Notify activity notifications per tenant, or cannot copy a Manual Notify activity notification.



Note: If select Object Type" is "Knowledge Documents" a new field "Notification Recipients Type" is displayed for the list of recipients who will be notified. By default it is set to the following:

  • "Document Subscribers", ONLY the emails listed in the Emails Tab will be notified.
  • "KD Approval Process Subscribers", ONLY the contacts listed in the Notification Tab of the forum will be notified.
  • "Everyone", both of the above listed options together will be notified.



Follow these steps:

  1. Select Notifications, Activity Notifications from the Administration tab.
    The Activity Notification List page opens.
  2. Click Create New.
    The Create New Activity Notification page opens.
  3. Complete the following fields:
    • Symbol
      Defines a unique identifier for this activity notification.
    • Code
      Defines an internal code for the activity notification.
    • Activity Valid for
      Specifies the object to which this activity applies.
  4. Click Save & Continue.
    The Update Activity Notification page opens.
  5. Complete the following fields:
    • Internal
      Specifies if the activity notification is available only to internal employees or visible to end users.
    • Record Status
      Defines if the activity notification is active or inactive. Set the status to active to use the activity association.
    • Related Ticket Activity
      Specifies if the activity log on a ticket is propagated to all related tickets. The activity log propagation is only valid for related incidents, problems, and change orders. If you use multi-tenancy, perform the following actions:

      • Specify the appropriate tenant type from the Related Ticket Activity drop-down list.
      • Enter the name of the tenant in the tenant field, or click the search icon to search for a tenant.
    • Object Type
      Specifies the name of the object to which the activity applies.
  6. Select the Notification Rules tab and click Update Notification Rules. Do one of the following actions:
    • Enter the search criteria, click Search, and select the notification rule from the search result.
    • Click Create New to create a notification rule.
  7. (If you want to send a survey to the recipient of the notification) Select the Survey tab and define a survey notification. Surveys let you collect and analyze the customer feedback. An activity log is generated when a survey notification is sent and when one is received back from a customer.

    Note: The Survey tab applies to all object types except Knowledge Documents, Knowledge Document Comments, and Knowledge Report Card. When specified from the Object Type list, the Emails tab appears instead of the Survey tab on the Update Activity Notification page. From the Emails tab, you can search for one or more email messages to associate with this notification or define a new one.
  8. (If you want to trigger an event after the notification is sent) Select the Events tab. Events are procedures that an issue management system follows after a certain amount of time has elapsed. When the activity notification is triggered, the selected events occur. For example, update the status of the incident to Close. Search for the event and click Update Events button to add the event to an activity notification.
  9. Click Save.
    The Activity Notification Detail page opens.
  10. Click Close Window.
    The activity notification is created. If an error occurs on the outgoing mail server, email notifications are not sent and queue in the $NX_ROOT/site/mail_queue directory. When the mail server becomes active again, after an interval it processes and sends email. You can set the email retry interval variable to recycle the email that was queued when the mail server was busy.
    Notification email messages that the outgoing mail server fails to send are resubmitted until you do one of the following actions:
    • Stop the Mail Daemon (pdm_mail_nxd) that handles outbound email notifications.
    • Manually delete the messages from the $NX_ROOT/site/mail_queue directory.

Search for an Activity Notification 

You can use the search function to filter the Activity Notification List to show only the items you want to see. You can also locate a specific activity notification to view or update.

Note: If multi-tenancy is installed, the list page displays Tenant and Public Data settings in the search filter. Public Data can be Excluded or Included with Tenant data; Only searches for public objects exclusively. On detail pages, select the appropriate tenant from the list. If you select <empty>, the object is public.

Follow these steps:

  1. On the Administration Tab, browse to Notifications, Activity Notifications.

    The Activity Notification List appears.

  2. Click Show Filter.
  3. Complete one or more of the following search fields:

    Symbol Defines a unique identifier for the activity notification. Code Defines an internal code for the activity notification. Record Status Specifies if the activity notification is currently active or inactive. Description Describes the activity notification.

  4. (Optional) Click the More icon to display additional search fields.
  5. Click Search.

    The Activity Notification List populates with all activity notifications that match your search criteria.

Define Survey Notifications

Complete the following fields, as appropriate:

  • Send Survey
    Indicates whether to activate or deactivate the survey. If selected, the survey is sent to the contact when the selected activity notification is triggered.
  • Default Survey
    Specify a default survey using the search icon or specify your own in the text box.
  • Survey Message Title
    Enter the title for the survey.
  • Survey Message Body
    Enter a message for the contact. When a contact receives notification of a survey, the message includes a URL that they can access from their web browser to find and fill out the survey form.

Set the Email Retry Interval Variable

You can define the time interval (in seconds) to retry failed attempts to send outgoing email to the mail server.

Note: CA SDM does not retry sending messages that the outgoing mail server accepts, but cannot be delivered. For these messages, the outgoing mail server retry capabilities and policies, if any, are in effect.

Retries are on a per-message basis. If the mail server is unavailable for a period, each message is retried when its own timer expires, rather than all the messages being sent at once. However, if you restart the outgoing mail daemon, all unsent messages attempt to be sent at that time, and if they all fail to be sent, their retry timers are all reset simultaneously.

The setting (NX_EMAIL_RETRY_INTERVAL) in the NX.env file controls the retry interval. You can change the default retry interval setting on one or more servers.

Follow these steps:

  1. Log in to the following server, depending on your CA SDM configuration:
    • Conventional: Primary server
    • Advanced availability: Background server.
  2. Navigate to the $NX_ROOT directory
  3. Use a text editor such as WordPad to open the NX.env file.
  4. Modify the value of to the NX_EMAIL_RETRY_INTERVAL interval you want as follows:

    NX_EMAIL_RETRY_INTERVAL=number_of_seconds
    
    • NX_EMAIL_RETRY_INTERVAL
      Defines the time interval (in seconds) to retry failed email attempts.
    • number_of_seconds
      Specifies the number of seconds for each email retry interval. The default time is 600 seconds (10 minutes). The minimum value that you can use is 20 seconds. If you set a value that is less than the minimum of 20 seconds or more than 2000000 seconds, the default value of 10 minutes is used.
  5. Save and close the file.
    Restart the CA SDM servers.
    The change takes effect.


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  1. DAVID NG
    2016-06-27 10:29

    Please consider adding content described in TEC617962 to the above doc.

    1. Rajashree Nair
      2016-06-28 04:09

      Thanks for the suggestion DAVID NG. Will update this article as per discussion with Engineering. 

      Regards,

      DocOps Services Team

    1. Madhuri Mishra
      2016-07-12 06:02

      DAVID NG

      The tech doc is applicable to Audit Log and I have updated this source page with the details: 2017-03-27_01-39-50_2017-01-18_06-48-32_.Audit Log List vHampi

      Thanks,

      DocOps Services Team