New Features, Enhancements, and Fixes › Incident and Problem Management › Notification Enhancements

Notification Enhancements

CA Service Desk Manager notification is enhanced in the following ways:

• Users that receive any notification from the service desk can reply to that notification. The text of their reply is logged as a comment in the ticket (all ticket types) that they are being notified about.
• Users (except employees or customers) can view all recipients of a notification—by using a link in the email that displays a list of recipients, and in the activity log. All contacts that are notified automatically or manually because of their association with an activity notification are shown with the following exception: Temporary email addresses are not shown because they are not associated with any contact record.
• Analysts can send manual notifications to email addresses that are not associated with contacts in the system; the email address appears in the activity log with the manual notification.
• Analysts can track any interactions with a user and send a manual notification to a temporary email address. This tracking helps when a user is out of the office or having difficulty accessing their standard email account.
• If an error occurs while submitting email notifications to the outbound mail server, the message is queued in a directory. Sending of a queued message is retried automatically after a configurable waiting period. If the message fails to be sent again, it enters the queue again. To avoid overwhelming the outbound mail server when it becomes available, the retry for each message is scheduled individually.
• Notification phrases add information to a ticket notification message to an end user, such as the following phrase:

  Reply to this notification to add additional information to the ticket
  

  Phrases provide standardized plain or HTML-formatted text for use in multiple message templates. For example, you can maintain a common phrase such as a confidentiality notice in a single record and use it in multiple message templates. Notification phrases are useful for message replies, such as a Reply Notice, or a web URL link. CA Service Desk Manager provides example phrases and you can create your own phrases. You can set a phrase as active or inactive for use in a message template globally. When a phrase is inactive, the phrase is suppressed in all message templates that use the phrase.