Implementing Policy › Notifications › Activity Notifications

Activity Notifications

An activity is an action that someone performs, such as resolving a ticket, sending a managed survey, running the Knowledge Report Card, and so on. Activity notifications identify the types of activities that can cause notification to occur automatically for tickets. You can define a notification to send for a specific activity. For example, you can send an email notification to an affected user for additional information. The user can reply to the email with the information requested through a device such as a PDA. Even daily activities such as returning a call, canceling or closing a record, increasing priority, or updating status can result in a notification being sent.

Typically, activity notifications signify the start or completion of an action about which you want to notify key personnel, such as when tickets are escalated, transferred, or monitored. When a ticket activity occurs, CA SDM checks to see if automatic notification is configured for the activity. If selected, the activity notification defines what message to send to the notification process.

You can also perform the following actions on an activity notification:

• Attach events.
• Create notification rules that set guidelines for the system to follow when sending notifications. For example, set up an activity notification that notifies the previous assignee (or group) when something changes in a ticket.
• Set up a manual activity notification that updates a ticket when the user replies.

  Note: You cannot maintain different Manual Notify activity notifications per tenant, or copy a Manual Notify activity notification.

More information:

Internal Logs

Notification Rules

Previous Assignee Notifications

Configuration Item Notifications

How Activity Notifications Work