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

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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 a Work Order 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!

     

    Here's how our Email Notifications appear.  The addition of the worklog note saves our support staff a lot of time!

     

    Worklog Notification.PNG

     

    This customization was created and tested in Remedy 8.1.01.

     

     

     

    Notify the Assignee of a Worklog Update for Work Order

    First step is to create workflow to email-notify the Assignee of a Worklog update.  Here, you will create one filter for Work Order.

     

    Step 1.  Create New Notification message Tag Record for Work Order

    You will need to create a new Notification Message Tag record to exclusively handle the worklog update email notification.  Fill in the record as needed and save.  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.

     

    WorkOrder Notification to Assignee 01.png

     

    Step 2.  Create a New Notification Filter for Work Order

    This filter will handle the workflow specific to a worklog update, and kickstart the notification process.  There are two actions for the Work Order filter.

    Also, we've added an expression to the Run If Qualification where the Submit Date != Last Modified Date and Assignee is not you.  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), and to avoid an email notification when Assignee is yourself.

    WorkOrder Notification to Assignee 02.png

    First Set Field Action:

    WorkOrder Notification to Assignee 03.png

    Second Set Field Action:

    WorkOrder Notification to Assignee 04.png

     

    Call Guide Action:

    WorkOrder Notification to Assignee 05.png

     

     

     

    Add Worklog Note, Submitter Name, Submitter ID to the Worklog Update Notification for Work Order

    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.

     

    Work Order Workflow Explanation

    Before we begin with steps, it's important to understand the workflow of the Work Order Notification.  here's a diagram of some important objects, below:

    WorkOrder Worklog 01.png


    Enable Read/Write of 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.  In DEV Studio, navigate to the SYS:Form Field Selection form and enable Read/Write access to the Selection Code field.

     

    WorkOrder Worklog 02.png

     

    Step 1.  Add Custom Fields to the SYS:Form Field Selection form

    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 created a WorkLog Notes record for use with Work Order Notifications.

    WorkOrder Worklog 03.png

     

    Step 2.  Create new worklog fields on the WOI:WorkOrder form

    Open the WOI:WorkOrder form in DevStudio.

    Select Show Fields Not In View

    Right click over any field and select, Create New Field -> Character

    Create the below three fields:

    WorkOrder Worklog 04.png

    Be sure the WL_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.

    WorkOrder Worklog 05.png

     

     

    Step 3.  Add fields to the WOI:WorkOrderInterface form

    Add the newly craeted fields to the join form named, WOI:WorkOrderInterface

    WorkOrder Worklog 06.png

     

    Step 4.  Create new field on the WOI:WorkInfo form

    Open the WOI:WorkInfo form in DevStudio

    Select Show Fields Not In View button

    Right click over any field and select Create New Field -> Character.

    Create the below field:

    WorkOrder Worklog 07.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 the worknote workflow.

    WorkOrder Worklog 08.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.

    WorkOrder Worklog 09.png

     

     

    Step 6.  Modify the WOI:WOI:CreateWorkLog_InLessMode_Btn 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:

    WorkOrder Worklog 10.png

     

    Set Field action to provide your custom fields on WOI:WorkOrder with worklog and user ID

    WorkOrder Worklog 11.png

     

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

    WorkOrder Worklog 12.png

     

     

    Step 7.  Modify the WOI:WOL:CreateWorkInfo_700_Request`! Filter

    This filter is responsible for pushing the worklog information to WOI:WorkOrderInterface.  Here, we add a Set Field action to translate the Full Name of the Submitter, and then push the workinfo information to WOI:WorkOrderInterface form.

     

    Add Set Field to get Full Name of Submitter from CTM:People

    Add the below Set Field action and place it in position before the Push Field action.

    WorkOrder Worklog 13.png

     

    We are again collecting 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 Work Order.  Add the Set Field action, below:

    WorkOrder Worklog 14.png

     

    Add worklog information to push to WOI:WorkOrderInterface

    WorkOrder Worklog 15.png

     

    Step 8.  Add worklog fields to the WOI:WOI:NotificationGenerator`! Filter

    There is only one Push Field action in this filter OOTB.  Simply add the three worklog fields from WOI:WorkOrder to push values into the NTE:SYS-NT Process Control form.

    WorkOrder Worklog 16.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 WOI:WorkInfo to the NTE:SYS-NT Process Control form fields.  In the next step, we'll be inserting this filter into a Call Guide.  The Work Order value translations take place between 658 and 660 Execution Order, so this filter we create will execute at 659.

    WorkOrder Worklog 17.png

     

    Set Field 1

    WorkOrder Worklog 18.png

    Set Field 2

    WorkOrder Worklog 19.png

    Set Field 3

    WorkOrder Worklog 20.png

     

    Step 10.  Add the Filter to the NTE:NPC:TranslateNTMessages Call Guide in the appropriate order

    The Work Order translations take place at the 658-660 Execution Order.  So let's place this, in-between:

    WorkOrder Worklog 21.png

     

    Step 11.  Edit the Notification Message Tag record on the SYS:Notification Messages Form

    Insert the new worklog values into the Email Message Body as desired.

    WorkOrder Worklog 22.png

     

    Enjoy!

     

    If you're interested in other consoles, here is a link to the Incident Guide of Worklog Notes in Notifications I created.