How to Notify Assignee of a Worklog Update and Display the Worklog Note, Submitter Name, Submitter ID in the Email Notification for INC

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    Introduction

    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!

    Worklog Email.PNG

     

    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.

    Notification Message Tag - INC.png

    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.

    Notification Workflow - INC Filter 01 B.PNG

    First Set Field Action:

    Notification Workflow - INC Filter 02.png

    Call Guide Action.  This calls the notification workflow.

    Notification Workflow - INC Filter 03.png

     

     

     

     

     

     

    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:

    INC Workflow.png

     

    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.

    SYS-Form Field Enable.png


    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.

    SYS-Form Field INC Record.PNG

     

    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:

    HPD Help Desk - 3 new fields.PNG

    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.

    HPD Help Desk - WL Note field Properties.PNG

     

    Step 3.  Add fields to HPD:IncidentInterface form

    Add the newly created fields to the join form named, HPD:IncidentInterface

    HPD IncidentInterface - add fields.PNG

     

    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.

    HPD Worklog form - new field.PNG

     

    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.

    NTE SYS-NT Process Control - add 3 fields.PNG

    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.
    NTE SYS-NT Process Control - WL Note field properties.PNG

     

    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:

    HPD-INC-AddWorkInfo_From_LessView Active Link01.PNG

    Set Field action to provide your custom fields on HPD:Help Desk with the worklog and user ID

    HPD-INC-AddWorkInfo_From_LessView Active Link02.PNG

     

    Set Field action to translate and set the Full Name of the user from CTM:People

    HPD-INC-AddWorkInfo_From_LessView Active Link03.PNG

     

    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.

    INT-SRMHPD-WLG-CreateWorkInfo_700_Request Filter01.PNG

    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:

    INT-SRMHPD-WLG-CreateWorkInfo_700_Request Filter02.PNG

    Add worklog information to push to HPD:IncidentInterface form

    INT-SRMHPD-WLG-CreateWorkInfo_700_Request Filter03.PNG

     

    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.

    HPD-INC-NotificationGenerator_899_PNPC Filter01.PNG

     

    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.

    SECU-NTE-NPC-TranslateNotificationMessageINC_603.PNG

    Add three set fields actions, below:

    SECU-NTE-NPC-TranslateNotificationMessageINC_603 02.PNG

    SECU-NTE-NPC-TranslateNotificationMessageINC_603 03.PNG

    SECU-NTE-NPC-TranslateNotificationMessageINC_603 04.PNG

     

    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

    NTE-NPC-TranslateNTMessages Call Guide.PNG

     

    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.

    SYS-NotificationMessageTag.PNG

     

    Enjoy!

     

    If you're interested in other consoles, please see the Work Order Worklog Email Notification Guide.