I created one for Pending and one for In Progress. You have to create the events, then event records, then notifications corresponding to the events, then filters to fire the notifications. Here is how I documented doing it:
Add Customer Notifications for Status = In Progress and Pending o Add new Notification Events to field attributes in NTE:SYS-Define NT Events * Requester Incident In Progress - 11001 * Requester Incident Pending - 11002 o Create corresponding new records for these notification events in the same form under Incident Management with the Support Staff Event marked as No. o Copy to New from HPD-INC-CustomerReOpenNT in SYS:Notification Messages and edit the notification texts as well as the Description (filter name) * HPD-INC-CustomerInProgressNT * HPD-INC-CustomerPendingNT o Copy and edit filters to fire the new notifications (probably copied NTCustReOpen) * +HPD:INC:NTCustInProgress_853_Chk * +HPD:INC:NTCustInProgress_854_SetTag * +HPD:INC:NTCustPending_853_Chk * +HPD:INC:NTCustPending_854_SetTag Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing & IT Center http://itsm.unt.edu/ -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of T. Dee Sent: Monday, March 17, 2008 10:33 AM To: [email protected] Subject: Question: Incident Pending Notification In the previous version of Help Desk the user would get a notification when the ticket went into Pending. I have noticed this is no longer the case. I was looking at SYS:Notification Messages, but I don't see any notification event for notifying the customer on their status change. Has anyone done this? I'm currently using ITSM 7 patch 6. Thanks. ________________________________________________________________________ _______ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
