Administering Support Automation › Support Automation Activity Notification Administration

Support Automation Activity Notification Administration

You can use activity notifications to manage Support Automation activities. You can customize how end users, analysts, and administrators track and receive notifications when an activity occurs, such as the end of an assistance session.

Configure any of the following default notifications, as appropriate to your environment:

Queue Entry Notification

Notifies the analyst when an end user joins an assistance session queue.

Notifies the analyst when the assistance session is transferred to another queue.

Analyst Notification

Notifies the analyst when end-user queue wait time expires. The event of expiration is recognized with a CA SDM Event conditional macro.

Invite End User to Assistance Session - Incident

Notifies the end user when the analyst invites them to an assistance session from an incident or request.

Invite End User to Assistance Session - Issue

Notifies the end user when the analyst invites them to an assistance session from an issue.

Session Ended Notification

Notifies the system when the assistance session ends.

Important! If you want to use Support Automation functionality with an external system such as Star, the System_SA_User contact is set to the Session Ended Notification rule by default.