Configuring Change Management notifications

In the out-of-box system, Change Management calls the notification engine to send notifications. You can find the out-of-box Change Management notifications from System Administration > Tailoring > Notifications > Notifications. When creating custom notifications for Change Management, you can also use Process Designer rulesets to call the Send HTML Email rule type to send notifications.

Access a notification definition record

Notifications are messages generated by Service Manager events, such as opening or closing a change or task. You can edit these messages, add or delete messages, change the conditions that trigger the messages, and select which people receive the messages.

To access a Notification Definition record, follow these steps:

1. Click Tailoring > Notifications > Notifications.
2. Use search or advanced search to find one or more records.
3. Click a record in the record list to view it in the Notification Definition form.

View a message class record

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.

Add a notification definition record

The Notification Engine is primarily responsible for sending messages that are generated by Service Manager events, such as opening or closing a quote or order. System Administrators can edit these messages, add new messages, change the conditions under which the messages will be sent out, and select who will receive the messages.

To add a notification definition record, follow these steps:

1. Click Tailoring > Notifications > Notifications. The Notification Definition form opens.

2. Type or select the following information.

   Field	Description
   Name	Type the name of the notification record.
   Condition	Type true to enable the notification in all conditions. Type an expression that is true or false to specify a condition when Service Manager should send the notification. Type false to disable the notification in all conditions. By default, Service Manager treats a blank entry as true.
   Message tab	Use this tab to define the message type, delivery method, and conditions under which Service Manager should send the notification.
   Msg Class	Type the message class for the notification. This value must match a message class definition in the message record.
   Msg No	Type the message number for the notification. This value must match a message number definition in the message record.
   Arguments	Type any RAD expressions to display information from the record or event that triggered the notification. Service Manager displays this information in the text of the notification. You can enter an array of arguments by enclosing all arguments in brackets and separating each argument with a comma. For example: {argument1,argument2,argument3} Note Arguments typically take the following form: <field name> in $L.file where <field name> is the name of a field in the record that triggered the notification.
   Condition	Type true to enable the notification in all conditions. Type an expression that can be true or false to define a condition when Service Manager should send the notification. Type false to disable the notification in all conditions. By default, Service Manager treats a blank entry as true.
   Format	Type the format control record used to display the triggering record as part of the notification.
   Notify Method	Type or select the delivery method to be used to send the notification. This value must match a delivery method defined in the msgtype table. Note The notification applications listed below must be defined in RAD code and exist in Service Manager to work. The message type must be enabled (true) by selecting "Active?" in the msgtype table. See the following table for valid message types. Message type Desctiption connect Send a message to an external device. email Send email. log Create a log entry for a message. mail Send internal mail. msg Send an internal message to a user's current Service Manager session (for example, "Incident IM1011 has been assigned to your monitor list since..."). Note If the user is not currently connected to a Service Manager session, the message is not sent. print Print message.
   Recipients	Type one of the following to identify who should receive the notification: A contact name An operator name Array of approval group names A RAD expression that gathers a contact or operator name from some field in the triggering record
   Group File	Type the name of the group receiving the notification. You can specify the On Call group to send the notification to for those operators who meet the On Call criteria.
   Group Area	Type the name of the group area receiving the notification. You can use this field only with ocmgroups and cm3groups group tables. Valid choices include: ocmgroups -All -Line Items -Orders -Quotes cm3groups -All -Changes -Tasks
   Subgroup	Type the name of the subgroup area receiving the notification. You can use this field only with ocmgroups and cm3groups group tables. Valid choices include: All Approvers Members
   Email/Mail Subject Line tab	Use this tab to type any custom information that should appear in e-mail notifications.
   Msg Class	Type the message class for the subject of the notification. This value must match a message class definition in the message record.
   Msg No	Type the message number to use as the subject of the notification. This value must match a message number definition in the message record.
   Arguments	Type any RAD expressions used to display information from the record or event that triggered the notification. Service Manager displays this information in the subject of the notification. You can enter an array of arguments by enclosing all arguments in brackets and separating each argument with a comma. For example: {argument1,argument2,argument3} Note Arguments typically take the following form: <field name> in $L.file where <field name> is the name of a field in the record that triggered the notification.

3. Click Add.

Send a notification from a task or change request

To send a notification from a task or change request, follow these steps:

1. Do one of the following to generate a record list:

   • Click Change Management > Search Changes.
   • Click Change Management > Search Tasks.
2. Use search or advanced search to find one or more records.
3. Click a record to view its detail.
4. Open the More Actions menu on the change or task form.
5. Click Notify.

6. Add one or more recipients to the To text box, or type an assignment group in the Group text box.

7. Select one of the following notification methods:

   • Mail: Uses the internal Service Manager Mail application (not Email).

   • Email: Uses the Service Manager Email application.

     If you select Email, you can specify the names of the recipients in the CC and BCC fields as needed. In addition, you can click Attachment > Add Files to add attachments to the email message as needed.

8. Modify the subject and the message in the notification as needed.

9. Click Send.