03-08-2014 02:28 AM
I have configure HTML Alert for service recipent on the condition when assignee updated the record alert will trigger.
configuration working fine but when we resolve the IM service recipient get the 3-4 alert "update by assignee name".
Please help me ....
03-08-2014 12:47 PM
03-09-2014 09:12 PM
Yes using process designer with HPSM 9.32 version.
Alert configured IM Update Notification definition as below:
Arguments: jscall("htmlemailtemplates.getMailBody", "IM Update",$L.file)
Condition: not (same(updated.by in $L.file=assignee.name in $L.file))
Recipients: contact.name in $L.file
03-09-2014 09:46 PM - edited 03-09-2014 09:46 PM
OK, if you're using process designer for help desk, a number of the out of box HTML notifications in the Incident Workflow notify the contact.name but are not correctly labeled. Check every HTML notification in your workflow ruleSets, including the out of box ones. I specifically recall one which was labeled that it notified the ticket owner that actually notified the contact.name. There may be more.
Also, the out of box rulesets notify the requested.by ID repeatedly. These could be the source of a duplicate.
03-09-2014 10:31 PM
Thanks John for your valuable suggestion.
I have checked but not found any duplicate alert configuration and this alert configured by me for contact.name then it is started it's not OOB alert.
one more thing getting multiple alerts when we change the status of IM ticket and click on save button on the toolbar that we are getting 3-4 alerts for update activity.
03-13-2014 05:51 AM
Try putting in condition
updated.by in $L.file~=assignee.name in $L.file and same(assignee.name in $L.file, assignee.name in $L.file.save).