Managing Change Management messages

Change Management sends messages in response to an event. They are directed to specific operators listed in the event record and contain values from the specific fields in quote, order, and line item records that cause the initial event.

Change Management message processing includes the following actions:

• Check for Field Name and Operators in the cm3rmessages record or ends processing if neither Field Name nor Operators exist
• Record the generic message (from the cm3rmessages record Append Text field) in the msglog
• Send the standard message and the mail message to the operators defined in the Operators field of the cm3rmessages record.

• Send a message to the operators defined in those fields referenced by the Field Name field of the cm3rmessages record

  Change Management assumes the content of these fields is a group. If this group name is found in the cm3rgroups file, then either the Members or Approvers (depending on the Member List field) of that group are added to a working list. If the group name does not exist, the system searches the operator file. If an operator record is found, it is added to the working list.

• Check the working list for operators
• Send the message

What are message classes?

Service Manager provides several default message classes that you can use to define additional messages to display in Change Management.

How does Change Management process messages?

The following must occur for Change Management to process a message.

1. The record must exist.
2. The message flag in the phase definition record (cm3rcatphase/cm3tcatphase) must be true.
3. The operators and field names must be valid message groups, contacts, or operators.
4. The event must either be an alert definition (AlertDef) or a message (cm3messages). The event syntax generally used to check for an event is as follows:

   if (condition=true) then ($cm3messages file.$events.pntr in
   
   $cm3messages =“event name”;$cm3messages file.$events.pntr+=1)

   where:

   • The variable $cm3messages is an array of character strings that tracks the events occurring during a particular phase of processing.
   • The variable $cm3messages.events.pntr is a pointer to the next array element that records an event name.
5. When you add an event to the array, it is important to increment the pointer by 1. If you omit this step, the event previously recorded is overwritten.
6. Define the event that is scheduled if the condition is true in the cm3rmessages file.

Add a Message Class record

Service Manager provides several default message classes that you can use to define additional messages to display in Change Management.

To add a Message Class record, follow these steps:

1. Click Tailoring > Notifications > Log Message Class (or any other message class type). A blank Message Class File form opens.
2. Type the message class name and description.
3. Click Add.

Display the list of message classes

Service Manager provides several default message classes that a user can use to define additional messages to display in Change Management.

To display the list of message classes, follow these steps:

1. Click Tailoring > Notifications.

2. Click one of the following message types. They represent the possible action types for different message classes.

   • External Mail Message Class
   • Internal Mail Message Class
   • Log Message Class
   • On Screen Message Class
   • Print Message Class

View a message class record

Applies to User Roles: System Administrator

Service Manager contains several default message classes that enable a user to define additional messages to display in Change Management.

To view a Message Class record, follow these steps:

1. Click Tailoring > Notifications > Notifications.
2. Click Log Message Class (or any other message class type).
3. Use search or advanced search to find one or more records.
4. Click a record to view its detail in the related Message Class File form.