The notification file works with the message, msgtype, and On Call
Schedules files to define notifications for common system events, how those notifications should be delivered, and who they should be delivered to.
Administrators can modify the notification arguments that trigger the notification, as well as define who receives the notification.
Opening the Notifications File:
1 Start a ServiceCenter Client and log in as an administrator.
2 Click the Utilities tab in the ServiceCenter main window.
3 Click the Administration button.
4 Click the Notifications tab. From here, you can access the areas that control the notification engine: select either Notifications, Messages, Message Types, On Call Schedules, or Daily On Call Record.
5 Click Notifications.The Notification Definition panel appears.
6 Enter the Notification Definition name in the Name text box and click Search.
For a list of all notifications shipped with this version of ServiceCenter, see Default Notification Definitions on page 167. Alternately, perform a true search to see a list of all notification records on your particular system.
The notifications shipped with ServiceCenter cover all system events. You can however add a condition to the notification that is unique, and which will be handled only when the condition is met. For example, you can add the
Figure 3-1: The Notification Definition Panel
Fields on the Notifications Definition Panel
Msg Class - The Msg Class relates to the application area. For example cm3, pm, sm, etc. The Msg Class does not have to match the application for which you are sending notifications, however. For instance, the Msg Class “us” does not relate to a specific application area, and contains general notifications.
Msg No - The Msg No or message number corresponds to the scmessage file.
See Messages on page 154. The Message Class, Message Number, and language fields make up the unique key for this notification. If you add your own message to the message file, the combination of the Msg Class, Msg No and Language fields must not exist in the system already.
Arguments - The message arguments can range from none to many. The arguments correspond to the %S in the message text. If there is only one argument, enter the value directly. List multiple arguments in an array. For example ({<arg1>,<arg2>, <and so on>}). Elements of the array can be string literals or expressions. To reference a value in a record, enter: fieldname in
$L.file. Strings must be enclosed in double quotes
Condition - Enter the condition under which the message should be sent.
Values can be True, False, or an expression that evaluates to either True or False. The default value is True.
Format - This field allows you to attach the contents of a record to a message.
The format you specify here dictates which fields to include in the message.
The record associated with the notification will be appended using the format indicated.
Notify Method - This field specifies the how the message is sent. Enter either a Message Type or Message Class in this field. Message types are available from the pull-down menu, while message classes are typed directly in the field. While using a message type is more direct, using a message class lets you send a notification in multiple ways; One event can trigger an on-screen notification, print to a file, write to a log and send an external email, if so defined.
If you specify a message class in the Notify Method field, then you must define an appropriate message class record.
For example, in the notification definition for IM Action Open, the Notify Method is a message class called Problem Open. Actions for message classes must be defined before they can be used. The message class associated with Problem Open is On Screen. Additional notification actions for the Problem Open message class must be defined before they can be used.
If you do not make a selection, the Notify Method will default to msg.
Recipients - Specify whom to send the message to. Enter an expression or string literal that references an individual user or group name.
The following fields are only necessary if the Recipients field contains a group name:
Group File - Enter the file that the group name is referencing. If you use this field with either ocmgroups or cm3groups, you can also specify members of those groups by using the Group area and Sub group fields. If you create an On Call Group from the On Call Schedule panel, say PRGN Admin, then the Group Area and Sub Group fields do not apply.
Group Area - Acceptable values for use with the ocmgroups file are: All, Quotes, Line Items, and Orders. Acceptable values for use with the cm3groups file are: All, Changes, and Tasks.
Subgroup - The subgroup field further specifies the user list. Values are Members, Approvers and All.
Email/Mail Subject Line tab
Email subject lines can be customized using the fields found on this tab.
Msg Class - The message class relates to the application area. For example cm3, pm, sm, etc. The Message database lists all available messages. See Messages on page 154. The Msg Class does not have to match the application for which you are sending notifications, however. For instance, the Msg Class
“us” does not relate to a specific application area, and contains general notifications. If left blank, the system uses the Msg Class defined on the message tab of the corresponding line.
Msg No. - The Msg No or message number corresponds to the scmessage file. See Messages on page 154.
Arguments - Add arguments to the subject line in this field. Certain messages require arguments, while others do not. You can determine which is the case when you select the Msg Class and Msg No.