Implementing Policy › Policy Implementation › Notifications

Notifications

With CA Service Desk Manager, you can automatically notify key personnel about ticket activities (researching, escalating) and events (opening a ticket, for example). You can also notify key personnel about Knowledge Report Card (KRC) and Support Automation Assistance Sessions. When a significant activity or event occurs, CA Service Desk Manager creates a notification message that does the following:

• Identifies the ticket activity or the notification event
• References the ticket
• Includes other optional information
• Can identify potential contacts

You can view a notification message for a ticket because of a system action. A system action includes opening, closing, or modifying a ticket through its history information.

Setting up automatic notifications involves the following tasks:

• Defining activity notifications that determine the types of activities that generate notifications.
• Defining object contact notifications that determine the object contacts that can be used to send notifications in an activity notification.
• Identifying the methods used to send messages.