Hey everyone! This is a visual, step-by-step how-to guide to both 1.) create a notification message and workflow to email-notify the assignee of an Incident that the worklog of a ticket has been updated by someone else, and 2.) add the actual worklog note to the email notification. We're finding this customization to be very helpful to our Support Staff, and hope you will find success with it, too! Be sure that you use overlays when modifying any out-of-the-box objects.
Here's how our Email Notifications appear. The addition of the worklog note saves our support staff a lot of time!
This customization was created and tested in Remedy 8.1.01.
Notify the Assignee of a Worklog Update for INC
First step is to create workflow to email-notify the Assignee of a Worklog update. Here you will create one filter for each console.
Step 1. Create New Notification Message Tag Record for INC
You will need to create a new Notification Message Tag record to exclusively handle the worklog update email notification. The important fields are highlighted below. The Email Body Text can contain whatever values you want your Support Staff to see in the email--we will add the worklog note later in this tutorial.
Step 2. Create a New Notification Filter for INC
This filter will handle the workflow specific to a worklog update, and kickstart the notification process. There are two actions for the Incident Filter.
Also, we've added an expression to the Run If Qualification where the Submit Date != Last Modified Date. We did this to avoid an email notification being sent to the Assignee at the time of ticket creation...since they're probably getting notified of an assignment in a separate email notification.
First Set Field Action:
Call Guide Action. This calls the notification workflow.
Add Worklog Note, Submitter Name, Submitter ID to the Worklog Update Notification for INC
The purpose of this section of the guide is to add the worklog note, submitter name, and submitter ID values to the email notification message.
Incident Workflow Explanation
Before we begin with steps, it's important to understand the workflow of the Incident Notification. Here's a diagram of some important objects, below:
Enable Read/Write of the Selection Code field in the SYS:Form Field Selection form
First thing's, first...We'll need to allow read/write access to the Selection Code field on the SYS:Form Field Selection form. We opted to do this to manually key our own codes when creating new records.
Step 1. Add Custom Fields to the SYS:Form Field Selection form
With User Tool, navigate to the SYS:Form Field Selection form. You will need to create a new record with Notification Message as the Selection Type.
In the example below, we've create a WorkLog Notes record for use with Incident Notifications.
Step 2. Create new worklog fields on the HPD:Help Desk form
Open the HPD:Help Desk form.
Select Show Fields not in View
Right click over any field and select, Create New Field -> Character
Create the below three fields:
Be sure the WL_Note_INC field has an input length of 0. This will allow any character amount to be saved in the worknote; otherwise, if your users input a worklog of >255 characters, then by default they will receive an error message stating you've reached the max size for this field.
Step 3. Add fields to HPD:IncidentInterface form
Add the newly created fields to the join form named, HPD:IncidentInterface
Step 4. Create new field on the HPD:Worklog form
Open the HPD:Worklog form.
Select Show Fields not in View button.
Right click over any field and select Create New Field -> Character.
Create the below field.
Step 5. Create new worklog fields on the NTE:SYS-NT Process Control form
Create three new fields on the NTE:SYS-NT Process Control form. It is not recommended by BMC to add additional fields to this form (there's a big message in red at the top of the form suggesting that you don't, hehe) as it will eventually slow DB performance...If you can find some fields to recycle (and it doesn't conflict with other workflow), it's best to re-use fields. We opted to create new fields to completely isolate this workflow.
Be sure the WorkLog Note field has an input length of 0. This will allow any character amount to be saved in the worknote; otherwise, if your users input a worklog of >255 characters, then by default they will receive an error message stating you've reached the max size for this field.
Step 6. Modify the HPD:INC:AddWorkInfo_From_LessView Active Link
This is an out-of-the-box object you will be modifying, so you'll have to add an overlay to it. Here you will add two additional actions. Be sure to place them in the below order:
Set Field action to provide your custom fields on HPD:Help Desk with the worklog and user ID
Set Field action to translate and set the Full Name of the user from CTM:People
Step 7. Modify the INT:SRMHPD:WLG:CreateWorkInfo_700_Request`! Filter
This filter is responsible for pushing the worklog information to the HPD:IncidentInterface form. Here, we add a Set Field action to translate the Full Name of the Submitter, and then push the workinfo information to HPD:IncidentInterface form.
Add Set Field to Translate Full Name of Submitter from CTM:People
Add the Below Set Field action and place it in position before the Push Field.
We are again translating the Full name of the submitter. This is to ensure internal and external emails will update the worklog; otherwise, a redundancy for a keyed worklog update in Help Desk. Add the Set Field action, below:
Add worklog information to push to HPD:IncidentInterface form
Step 8. Add worklog fields to the HPD:INC:NotificationGenerator_899_PNPC`! Filter
There is only one Push Field action in this filter out-of-the-box. Simply add the three worklog fields from the HPD:Help Desk form to push values into the NTE:SYS-NT Process Control form.
Step 9. Create a new filter to translate the worklog fields on the NTE:SYS-NT Process Control form
This will need to be accomplished with a filter. In this example, we're attempting to push the worklog, submitter name, and submitter ID values from HPD:Worklog to the NTE:SYS-NT Process Control form fields. In the next step, we'll be inserting this filter into a Call Guide. The Incident value translations take place between 602 and 604 Execution Orders, so this filter will execute at 603.
Add three set fields actions, below:
Step 10. Add the Filter to the NTE:NPC:TranslateNTMessages Call Guide in the appropriate order
The Incident translations take place at the 602-604 Execution Order. So, let's place this
Step 11. Edit the Notification Message Tag record on the SYS:Notification Messages form
Insert the new worklog values as appropriate into the Email Message Body of the Worklog Notification Message Tag.
If you're interested in other consoles, please see the Work Order Worklog Email Notification Guide.