notification to whom?
What filter you created? do you have logs?
Actually i want to send this notification to the user who is a customer of that incident. so in internet-email field his email id is getting stored so i am using a filter with notify action where in to i used "Internet email" and in content of email body i used fields like below:
Request Number: $SRID$
WorkLog Type: $z1d_WOrk Log Type$
Work Logs: $z1d_Notes$
Filter run if is 'z1d_WOrk Log Type' = "Detail Clarification" i also try with 'TR.z1d_WOrk Log Type' = "Detail Clarification"
but i am getting a notification without having work log details and work log type details.
Later on i found that there is a AL "HPD:INC:AddWorkInfo_From_LessView" which is pushing these fields values to HPD:WorkLog form. Might be this is the cause that i am not getting those values into my filter notification. Could you please help me with below points:
1. if we choose Work info type from Customer Outbound then will it trigger a notification OOTB ?
2. Does HPD:WorkLog form store Associated Service Request ID for that incoming incident work log ?
3. How can i notify a customer whenever Worklog type set to Detail Clarification in any incident. ?
Are you aware of the fact that if you create public worklog in HPD:WorkLog form then the same is created in SRM:WorkInfo form and end customer is notified? Then why don't you create public work log?
Also hpd:worklog has no reference of req id so no make sense sending notification to customer directly from hpd work log form.
The only customization required would be to make public notes when you have your required communication type.
I created a public worklog in an incident over HPD:Help Desk form and found that there is no notification triggered for the end user from SRM related to this Work Log update.
My actual requirement is like when incident status set to Pending then Support user select the work info type and add the work logs into an incident .In this situation incident custom should be notified that your incident is in pending status with Work log type and Work log notes.
Do you see new work log in SRM work info form? If yes then you should get notification. If not then we need to resolve that. You might be missing something.
About requirement I still believe to create public hpd work log on whatever conditions you have.
So let's concentrate on getting customer notification on hpd public work log.
Capture the logs when you create public work log and attach.
I will check it on Monday when I have machine with me.
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Checked the logs and could see filter SRM:SWI:OnCreateFromApp_SetNotifyRequestedFor_510 is failing.
('View Access' = "Public") AND ('RequestedFor' != $NULL$) AND ('RequestedFor' != $USER$) AND ('z1D Action' != "DONOTSEND")
Are you customer and support staff person? ('RequestedFor' != $USER$) this qualification is met then.
Make sure you are not customer and adding work log in incident.
Ohhhh you are awesome Sid. Thanks for your assistance.
It means it is the OOTB functionalityto trigger a notification to customer if we select the OOTB customer Outbound work log type while updating the worklogs of any WO or incident. And if i am correct then it will trigger only if SRM is integrated for incident and WO or change.
Below are the Worklog types for what i am talking about:
Let me test the same and will get back to you with a confirmation.
i had checked by logging a incident and then update the work log as public, for other user and found that the filter "SRM:SWI:OnCreateFromApp_SetNotifyRequestedFor_510" is passign. See the below screen shot. But i didn't get any notification for that. I check in notification audit but no notification were there about that. could you help in this ?
it would be good if you share complete logs
I had modified the AL which is pushing the worklogs to the HPD:WorkInfo form. before the push action i just add a set field action to set the worklog note to a temp field over HPD:Help Desk. Then i wrote a filter with notify action and it is working as expected.
Now i want to know more stuff like when i am adding a notify action in filter then can i do the following :
1. Can i add a email template
2. can we use html tags to modify the look and feel of email body test in notify action ?
if yes can you please provide me the steps ?
you can create custom template and mention custom template in notify action.