Does anyone know where a notification message might be coming from when re-opening an IM ?
The obvious place is the IM Reopen Notification Definition but i've tried adding a new message to this and I've tried changing the existing messages but I stil get the same OOB message whenever I re-open an IM
I want to put addition info in the message but no matter what I put in the message record I only get
Incident %S has been reopened by %S
I've added the additional info into the condition, and checked that the variables are in the order I want to see them on the message string.
When I expand the line in Notification Definition I see the message format that I want to get, perfectly.
I've logged out of HPSM and logged back in. I've logged out and logged in as a different operator.
But the only thing that comes out (looking at this via eventout) is Incident nnn has been reopened by agentX
Any clues as to where this message might be coming from?
After modifying your message in the notification definition record, use System Status to kill the problem process (and any other notification process you've got). Then, either let anubis restart them, or restart them manually.
Alternatively, restart the entire SM Application on the server (not just your client connection).
Yes. Used different (new) number for new message but still the same.
What is interesting is that there are a stack of other messages, conditions and arguments above the one I want to be used, one of which is the default message so at least I've found out where it's coming from, but now I need to work out why my message isn't being reached.