Implementing Policy › Policy Implementation › Notifications › Notification Log Reader › Personalized Responses › Personalized Response Variable Substitution

Personalized Response Variable Substitution

Variables can be embedded in the text of a Personal Response. These variables allow information to be substituted from the corresponding Request, Change Order, Issue, Problem or Incident. The syntax of the variables is the same as is used elsewhere in the CA SDM product, such as in the Activity Notification Message Templates and the Manual Notify Activity Message Text. The information can only be substituted from the corresponding Request, Change Order, Issue, Problem or Incident. Activity Notification Message Templates and the Manual Notify Activity Message Text allow information from the Activity Log Record to be included as well.

Check boxes for each object type (Requests, Change Orders, Issues, Incidents, and Problems) allow Responses to be filtered during selection. If the object type is not checked, the Response is not available for that object. For example, if only the Request box is checked, the Response is only presented in Activities for a Request.

A single Response can be used for all object types (Requests, Change Orders, Issues, Problems or Incidents ). Because each object has different attributes, information that does not apply to the object is not substituted (for example, attempting to substitute the Request Number in a Response for an Issue).

A Response text example and the variable substitutions that occur for each object type follows:

This is Request # '@{call_req_id.ref_num}'
This is Change Order #' '@{change_id.chg_ref_num}'
This is Issue # '@{issue_id.ref_num}'

For a Request, the following substitution occurs:

This is Request # 'cr_demo:11'
This is Change Order # "
This is Issue # "

For a Change Order, the following substitution occurs:

This is Request # "
This is Change Order # 'chg_demo:3'
This is Issue # "

For an Issue, the following substitution occurs:

This is Request # "
This is Change Order # "
This is Issue # 'iss_demo:6'

By using the "Display this Response for" check boxes, you can create different versions of a Response with the appropriate substitution variables for the corresponding object (Requests, Change Orders, Issues, Problems or Incidents).

The format of the substitution variables for the different objects is as follows.

The substitution occurs when the Response is copied to the User Description field. The Response is copied after it is selected from the Personalized Response drop-down list and the drop-down list loses focus.