07-25-2011 06:28 AM
If you select Operator in $file you would identify a field in record that is populated with an operator id and when the macro triggers the system goes out and gets the email address from thata operator's operator record. Address in $file allows you to identify a field in the file that contains an actual email address and when the macro triggers the email address in that field is used.
07-25-2011 07:11 AM
Sorry, I don't understand why you think you would need to create a new variable. Variables are not referenced in macros, only fields.
If you select Address in file in your macro, another drop-down field becomes visible and you can select any field in the record that you populate with an email address (for probsummary records we select contact.email for a few of our macros). If you don't have and operator identified somewhere in the record that you want to send the email to (so you could use Operator in file) and you don't have an existing field that contains the email address that you want to send the email to when the macro triggers, then you would probably have to create a new field (variables cannot be used) to contain it. You would then select the new field in the drop-down that appears after you have selected Address in file.
07-25-2011 08:46 AM - edited 07-25-2011 08:50 AM
Thank you for answer.
But i don't understand what is Address in file mean.
For "Operator in file" i select drop-down field which must contain operator name, and when trigger is fires
the system look in file OPERATOR (operatorm1) and find operator id wich equel operator name and use email field from this operator record.
But what's happened for "Address in file" - there is no such file - "address" to look in it.
07-25-2011 09:01 AM
Address in file means that it's going to look for the actual email address in a field in the record. For example, when I open an IM ticket in my environment, I populate and store information about my contact in my record. I store the contact's first name, the contact's last name and contacts email address in my ticket. So in my record the field are populated like this:
Field Populated with
If I hypothetically wanted to send an email to my contact telling them that the ticket has been opened and assigned to a support group, I would select Address in file and then from the drop-down list of field I would select contact.email. When the macro triggered, it would look in the contact.email field of my record and send the email to that address.
You would only use Address in file if you have a field in your record that is populated with the email address of the person you want to send an email to.
07-26-2011 12:49 AM
But i have next situation: I set "Address in file" (by mistake) and from drop-down list select 'coordinator.incident' wich contain operator name wich are coordinator of assignment group. And unclear why some mail is sent to the coordinators (not for all of them)
07-26-2011 10:22 AM