Implementing Policy › Notifications › Previous Assignee Notifications › Notify Contacts When a Ticket is Transferred Example

Notify Contacts When a Ticket is Transferred Example

You can notify both the current and previous contacts when a CA SDM ticket is transferred.

Example: Notify both the current and previous contacts when a ticket is transferred

1. On the Administration tab, browse to Notifications, Activity Notifications.

   The Activity Notifications List page appears.

2. Select the Transfer activity notification.

   The Transfer Activity Notification Detail page appears.

3. In the Object Type field, select Requests/Incidents/Problems.
4. On the Notification Rules tab, under Symbol, select the Default Transfer Notification Rule.

   The Default Transfer Notification Rule page appears.

5. On the Object Contacts tab, click Update Object Contacts.
6. Click Search.

   The Notification Rule Update Recipients page appears.

7. From the Object Contacts list, select Assignee and Assignee Previous from the list on the left, and click the contact selection button (>>).

   The selected item is added to the list on the right.

   Note: Use the CTRL or SHIFT keys plus the left mouse button to select multiple object contacts.

8. Click OK.
9. Save the notification rule.

   The Object Contacts list displays the selected object contact.

10. On the Default Transfer Notification Rule page, click Message Template. Select a template and ensure that the Auto Notification option is enabled.
11. Create a request, specify an Assignee, and click Save.
12. On the Request Detail page, select Activities, and Transfer from the File menu.
13. Specify a new Assignee, and click Save.

    The notification is sent to the current and previous assignees when the transfer activity occurs.