ARS 7.6.04 SP1
ITSM 7.6.04 SP1
Configured to create a service request when an incident is created
I hope I am missing something basic here. I have two SRM notification
questions.
1. When an Incident is created, the service request notification is sent out
(SRM-REQ-Submitted-Requester) and not the incident notification
(HPD-INC-CustomerReceiptConfirmation). I get that works as designed based on
our configuration. My customer wants to be able to view the notification that
was send to the customer. When I click on View Audit Log from the Incident and
select the Notifications tab, there are no customer notifications there. Is
this normal? I assume I just need to find the service request notifications
and add a push fields to the NTE:Notifier Log but before I went down that road
I wanted to confirm that there wasn't some OOTB method for me to verfiy that
the customer notifications were sent since the request notifications dont
appear to be in the incident view audit log. P.S. We don't store records in
the AR System Email Messages form so I can't use that form.
2. If an Incident is Resolved and Saved at the same time, the
HPD-INC-CustomerReceiptConfirmation is sent. If an Incident is saved and then
resolved later, the service request notification always fires. Is this
expected behavior?
My challenge is explaining to the customer why one notification message is sent
when a ticket is created if a certain critiria is met and another message is
sent depending on the steps followed. I would think that it is either the
service request that sends out the notifications or the incident that sends out
the notifications.
Thanks in advance
Kevin
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