Administration › Notifications › Create a Notification Rule › Example: Notify the Primary Contact of a CI/Asset

Example: Notify the Primary Contact of a CI/Asset

You can define a notification rule for an activity notification that is sent for a specific configuration item associated with a service desk ticket. These notifications let you notify the person responsible for maintaining the configuration item when a request, problem, incident, change order, or issue is created.

Follow these steps:

1. Open the Initian activity notification.

   The Initial Activity Notification Detail page opens.

2. Verify the following fields are set to the following values:
   • Object: Requests/Incidents/Problems.
   • Notification Rule: Default initial Notification Rule for request/incident/problem
3. Click Default initial Notification Rule for request/incident/problem.

   The Default initial Notification Rule for request/incident/problem Notification Rule Detail page opens.

4. Verify that the Auto Notification option is enabled on the Default initial message template for request/incident/problem template.

   Note: The Auto Notification check box sends the notification associated with this template automatically when the activity occurs. For example, you set up an initial notification, set up the objects to notify, and set up the message template, but you are not ready to turn on the notifications. In this case, you do not select Auto Notification. When you are ready to start automatic notifications, you select the check box. The notification becomes active and occurs as defined.

5. On the Object Contacts tab, click Update Object Contacts.

   The Object Contact Notification Search page opens.

6. Click Search.

   The Notification Recipients - Update page opens.

7. Select the Primary Contact of the CI from the list on the left and click the move button {>>).

   The selected items are added to the list on the right.

   Note: Use the CTRL or SHIFT keys plus the left mouse button to select multiple object contacts.

8. When the object contacts are in the list on the right, click OK.
9. Click Close Window.

   The Object Contacts list displays the selected object contacts.

10. Complete the following steps to test this notification:
    1. On the Service Desk tab, create or update an existing CI.
    2. Add the primary contact listed on the Object Contacts tab. The selected object contact appears on the Configuration Items Detail page.
    3. Add the CI to the Issue.

    When the activity occurs, a notification message that describes the ticket activity is sent to the contact responsible for the CI.