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how to add service desk as recipient in notification

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nitin19
Valued Contributor.

how to add service desk as recipient in notification

how to add service desk as recipient in notifications and the person who registered interaction
6 REPLIES
Catherine Doce
Super Contributor.

Re: how to add service desk as recipient in notification

if the service desk has a specific mail you can put it for example "servicedesk@xyz.com"
for the person that register the interaction you can put it "opened.by in $L.file"
Timothy Johnson
Super Contributor.

Re: how to add service desk as recipient in notification

As you know there are a number of ways to get the same result. I agree that you can use open.by but if you have a SD model like I do.. most of the Interactions are opened by my Service Desk. We have a few options. My SD uses a Favorite and Dash board the is set to show all the Open Interactions that come in and we have a Traffic Control person that monitors that queue. As far as the person we use the callback.contact in $L.file. We also use the Incident Coordinator role at our locations - either way we need to use a java script to get the e-mail address. This was designed by the contractor we hired so I could not tell you how to right that script.
Timothy Johnson
Super Contributor.

Re: how to add service desk as recipient in notification

As an example - here is one for my Incident Open IM Open notification - not same(nullsub(assignment in $L.file.save, "Empty"), assignment in $L.file) and assignment in $L.file="sso-service desk" and company in $L.file~="affinity" and category in $L.file~="operations" and problem.status in $L.file="Open" and assignment in $L.file~="marshfield clinic" and jscall("MHCFunctions.getIncidentCoordEmail", assignment in $L.file) and jscall("MHCFunctions.getFirstInteraction", number in $L.file) and dayofweek(tod())~=6 and dayofweek(tod())~=7
Timothy Johnson
Super Contributor.

Re: how to add service desk as recipient in notification

Please remember that what works for me may not work for you but may give you some direction.
Timothy Johnson
Super Contributor.

Re: how to add service desk as recipient in notification

The Java Call is like this

function getIncidentCoordEmail( sAssignment )
{
//print("sAssignment= " +sAssignment);
// In case there is no incident coordinator, send to backup.
var returnEmail = vars.$G_servicedeskEmail;
var returnFlag = false;
var tmpIncCoord= new String();

if ( sAssignment != null)
{
var fTmpRecord = new SCFile("assignment");
if ( fTmpRecord.doSelect("name=\""+sAssignment + "\"") == RC_SUCCESS )
{
tmpIncCoord = fTmpRecord.coordinator_incident;
//print("tmpIncCoord= " +tmpIncCoord);
}
if ( tmpIncCoord != null)
{
var fTmpOperatorRecord = new SCFile("operator");
if ( fTmpOperatorRecord.doSelect("name=\""+tmpIncCoord + "\"") == RC_SUCCESS )
{
returnEmail = fTmpOperatorRecord.email;
//print("returnEmail= " +returnEmail);
}
}
}
vars.$L_mhc_inccoord_email= returnEmail;
//print("vars.$L_mhc_inccoord_email= " +vars.$L_mhc_inccoord_email);
returnFlag = true;
return returnFlag;
Timothy Johnson
Super Contributor.

Re: how to add service desk as recipient in notification

Hope this helps.