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:
Notifies the analyst when an end user joins an assistance session queue.
Notifies the analyst when the assistance session is transferred to another queue.
Notifies the analyst when end-user queue wait time expires. The event of expiration is recognized with a CA SDM Event conditional macro.
Notifies the end user when the analyst invites them to an assistance session from an incident or request.
Notifies the end user when the analyst invites them to an assistance session from an issue.
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.
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