Service Desk Practitioners Forum
cancel
Showing results for 
Search instead for 
Did you mean: 

Update notification on assigned calls

SOLVED
Go to solution
Highlighted
BenCox
Occasional Advisor

Update notification on assigned calls

We recently switched from an in-house made Lotus Notes database to OVSD and miss the feature we previously had of being notified when calls are updated.

Has anyone found a rule or anything similar to notify you via email or via on-screen dialogue when an assigned call is updated by user?
We use OVSD 4.5.
Thanks in advance
Ben
5 REPLIES
Ruth Porter
Honored Contributor
Solution

Re: Update notification on assigned calls

Hi Ben,

A DB rule which sends an email with acondition of:

Registration; modified by equals Caller (check the field option box)

should give you what you need.

Hope this helps, Ruth
http://www.teamultra.net
BenCox
Occasional Advisor

Re: Update notification on assigned calls

Hi Ruth,
Many thanks for your reply, though I'm feeling a bit silly now. As I said we haven't had it for long and our contractor provides Service Desk to us on a server, we have only the client side of it. Is a DB rule setup through defining views? Or is this done on the Server Side of SD?
Ben
Ruth Porter
Honored Contributor

Re: Update notification on assigned calls

Hi Ben,

To set up a DB rule you need system admin rights and it is done server side.

You could just add the Registration; modified field to a view so at leats you could see if the caller had done it but any form of alert (even to highlight on a view in adifferent colour) would need action from your service provider.

I suggest you put in a formal request for this feature and see what they say.

Good luck, Ruth
http://www.teamultra.net
-=R=-
Frequent Visitor

Re: Update notification on assigned calls

Hey Ben,

Its done via the client by any account that has administrative access. When you log in, there should be an "HP Openview Configuration" section with a module named "Actions & Rules" (I'm on 5.1 though, so I don't know if its different).

There are several ways to build this rule. In our shop we have a checkbox just below the information field. When you save the record with the checkbox checked, it fires a notification to the client with whatever text was typed in Information. In this fashion you can keep notifications discretionary.
BenCox
Occasional Advisor

Re: Update notification on assigned calls

That also sounds handy, problem as I said I have no admin rights over the OV software, I have however asked for some advice from our contractor with regards to getting this changed.

Thanks for all the help
//Add this to "OnDomLoad" event