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CA Service Management - 14.1
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Activity Notification Messages Modifications

Last update September 6, 2018

This article contains the following topics:

Notification messages can be sent automatically when request activities occur.

Note: For information about notification messages and instructions for defining activity notifications, see the Activity Notification Messages Modifications section.

Two of the fields that must be defined on the Activity Notifications Detail window are Notification Message Title and Notification Message Body. Both of these fields can contain attributes from the activity log object (alg for Requests/Incidents/Problems, chgalg for Change Orders and issalg for Issues. These three activity log objects are almost identical) and can identify the specific request related to the activity.

Formatting Attributes for Activity Notifications

Optional formatting and escaping of individual attributes can be achieved using the properties listed below. This can be useful especially if formatting HTML notification where the data in the attribute may need to be escaped to conform to HTML standards.

To include formatting, use the following syntax:

@{property=value property=value:attribute_name}

Property values pairs are separated by at least one space and are not case sensitive. A colon separates the formatting properties from the attribute name. If no properties are listed, no formatting or escaping will be done on attribute.

The following table the available formatting properties:

Property Description
DATE_FMT Specifies the date format for attribute. Valid values are:
MM/DD/YYYY
MM-DD-YYYY
DD/MM/YYYY
DD-MM-YYYY
YYYY/MM/DD
YYYY-MM-DD
Valid only for Date attributes. Dates embedded in strings are not affected.
ESC_STYLE=NONE |
HTML |
URL
Specifies the escape type of the formatted text. Valid values are:
NONE
Default setting. Specifies that no special treatment be given to any character in the content body.
HTML
Give special treatment to the following characters, which are meaningful in HTML text:
& becomes &
”_becomes "
< becomes &lt;
> becomes %gt;
URL
Translate all characters other than letters, digits, and '@*-_.#' to '%xx', where xx is the hexadecimal coding of the translated character.
JUSTIFY=LEFT |
CENTER |
RIGHT |
TRUNCATE|
WRAP |
LINE

Specifies the justification of the formatted text. Valid values include:
TRUNCATE
(default if formatting) Truncates text to WIDTH property value if a positive integer. If ESC_STYLE=HTML, eliminates HTML formatting by replacing '<' and '>' with &lt; and &gt; (see KEEPLINKS and KEEPTAGS).
LEFT|CENTER|RIGHT
Produces exactly WIDTH characters, truncated or padded with spaces as necessary, with any embedded new lines replaced by a single space. If ESC_STYLE=HTML, the output text is delimited by [set the pre variable for your book] and </pre> tags. The WIDTH argument must be specified as a positive integer.
WRAP
Same as LEFT, except that text wrapping honors word boundaries (line breaks are not placed within words).
LINE
Same as TRUNCATE, except that it also replaces all embedded line breaks with <BR> tags if ESC_STYLE=HTML.

The syntax must be used in the following format:

@{justify=truncate width=30:call_req_id.summary}

You can change the width parameter accordingly.

KEEPLINKS=YES|NO If KEEPLINKS=YES is specified, the action of JUSTIFY=LINE or JUSTIFY=TRUNCATE is modified to preserve HTML anchor tags (Action:) while converting all other '<' and '>' characters. Mutually exclusive with KEEPTAGS. Only valid if ESC_STYLE=HTML.
KEEPNL=YES|NO The normal action of PDM_FMT is to convert all embedded new lines and any following spaces to a single space. If KEEPNL=YES is specified, embedded new lines are preserved. This argument is ignored for JUSTIFY=LINE.
KEEPTAGS=YES|NO If KEEPTAGS=YES is specified, the action of JUSTIFY=LINE or JUSTIFY=TRUNCATE is modified to preserve all HTML tags. Mutually exclusive with KEEPLINKS. Only valid if ESC_STYLE=HTML.
PAD=YES|NO If PAD=NO is specified, PDM_FMT does not convert empty strings to a single space. This is the normal action when WIDTH is non-zero, or JUSTIFY is TRUNCATE or WRAP.
WIDTH=nn When non-zero, specifies that the text should be formatted to exactly WIDTH characters.

For example, to format the Request description for an HTML notification by escaping HTML specific characters, adding <BR> tags for line breaks and keeping any HTML Links as links, enter the following:

@{ESC_STYLE=HTML JUSTIFY=LINE KEEPLINKS=YES:call_req_id.description}

To format the open_date of a Request to European format, enter the following:

@{DATE_FMT=DD-MM-YYYY:call_req_id.open_date}

Attributes from the Activity Log Object

To include an attribute from the activity log object, include this in the Notification Message Title or Notification Message Body field:

@{att_name}

The name of the object, alg or chgalg or issalg, is the default and need not be specified. For example, to include the type of activity in the message title, enter this in the Notification Message Title field (along with the rest of what you want in the title):

@{type}

To include the description of the activity in the message body, enter this in the Notification Message Body field (along with the rest of what you want in the body):

@{description}

Information on Specific Change Orders

For messages to provide information on the specific change order that triggered the notification, the Notification Message Title or Notification Message Body fields must contain an attribute in the activity log object that references the change order object. Enter the reference in this format:

@{change_id.chg_att_name}

In this reference, the following information applies:

  • @
    Indicates to replace this expression.
  • change_id
    The attribute in the activity log object that links it to a specific instantiation of the change order object (chg).
  • chg_att_name
    Any attribute in the chg object.

For example, to include the priority of the change order in the message title, enter the following in the Notification Message Title field, along with the rest of what you want in the title:

@{change_id.priority.sym}

To identify who reported the change order (Affected End User) in the message body, enter the following in the Notification Message Body field, along with the rest of what you want in the body:

@{change_id.requestor.combo_name}

If you want to reopen a specific change order by number, and want the message to appear as follows, use the following syntax:

Reopen Change Order @{change_id.chg_ref_num}
Note: For messages to provide information about an issue that triggered a notification, the Notification Message Title or Notification Message Body fields must contain an attribute in the activity log object that references the issue object, iss. For more information about objects and attributes, see the CA Service Desk Manager Reference Commands section.

For example, to include the priority of the issue in the message title, enter the following in the Notification Message Title field, along with the additional information you want in the title:

@{issue_id.priority.sym}

Information on Specific Requests

For messages to provide information on the specific request that triggered the notification, the Notification Message Title or Notification Message Body fields must contain an attribute in the activity log object that references the request object. Enter this reference in this format:

@{call_req_id.cr_att_name}
  • @
    Indicates to replace this expression.
  • call_req_id
    The attribute in the activity log object that links it to a specific instantiation of the request object (cr).
  • cr_att_name
    Any attribute in the cr object.

For example, to include the impact of the request in the message title, enter this in the Notification Message Title field (along with the rest of what you want in the title):

@{call_req_id.impact.sym}

To identify the affected resource in the message body, enter this in the Notification Message Body field (along with the rest of what you want in the body):

@{call_req_id.affected_resource.name}

If you want to reopen a specific request by number, and want the message to appear as follows, use the following syntax:

Reopen Request @{call_req_id.ref_num}

There are several other mechanisms by which messages can be sent which are in the context of the request itself (or change order or issue). When the context is the request itself, you do not need (and cannot use) the "call_req_id" part of the reference. So, in these cases, you need to use:

"@{ref_num}" rather than "@{call_req_id.ref_num}"
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