Archibus SaaS / Maintenance / Define Workflow / Manage Notifications
Workplace Services / Service Desk / System Integrator / Manage Notifications
Maintenance / Corrective Maintenance / System Integrator / Manage Notifications

Configuring Email Messages

There are two categories of e-mail messages for Service Desk and Maintenance:

• directed to stakeholders in the work process, when the work is in their queue
• directed to users who are assigned a Notification workflow step

The System Integrator can customize the content of these messages, and can create multiple message options for any workflow step.

In addition, the Service Desk Manager, when defining the SLA, can enable and disable the automatic messages that the system sends to each stakeholder in the process.

Messages Sent to Key Stakeholders When Work is in their Queue

System Integrators use the Manage Notifications task to configure messages sent to stakeholders in the work process. The list of the activity, step, and message codes appear on the left. When System Integrators select a record, they can modify the message content on the right.

Messages can be created using the new Rich Message format. The format utilizes Freemarker (http://freemarker.sourceforge.net/) software, and the messages entered are templates that use parameters that the system will fill in at runtime.

The data model contains the following items:

• Request record – This data model contains all information about the request for which the notification is sent. This is an activity_log, wr or wo record. The content of the data models for these records is given in Tables 1, 2 and 3.
• Link – link to the view file in which the current request can be viewed/modified, depending on the status of the request and the user who should receive the notification (used as parameter ${link})
• Step Data Model: This data model contains:
• The request record of the request for which the step will be taken (map activity_log or wr)
• The link to the view file where the step can be executed (used as parameter ${link})
• Information about the current step (map step with same data as a record in the steps list of the data model for a request in activity_log or wr)

Messages Sent as Notification Steps

With the Manage Service Desk Steps task, the System Integrator can configure message content of notification steps, and can even create additional notification steps for each basic status.

To have a custom message for a notification step, you must create a new step of the Notification step type with a specific mail subject and body. Once these steps are established, service desk managers can use them when configuring SLAs.

When creating or updating a step of type notification, you can enter a specific subject and body for the e-mail message. If you do not enter anything, the system will use the default subject and body . These default values can be changed by the System Integrator using the Manage Notifications task, (referenced by = SENDEMAIL_NOTIFICATION_STEPMGR).

The content of the data model depends on the application (Service Desk or Corrective Maintenance) and status of the step.

• For AbBldgOpsHelpDesk the request will be stored in the activity_log table. Table 1, below, gives an overview of all data the data model can contain for this application.
• For AbBldgOpsOnDemandWork the request will be stored in the wr table. Table 2, below, gives an overview of all data the data model can contain for this application.

When creating a notification step, the System Integrator can also assign which documents should be attached to the mail. The custom subjects and bodies for the notification steps are saved in the Messages table.

Data Models

Table 1: Data model for request in activity_log

Map/List	Data	Condition	Remarks
activity_log (map)	All fields of the activity_log table		For the fields status and step_status a map is created with the stored value (<field>.value) and displayed value (<field>.text).
questions (list)	For each question: quest_name, quest_text, sort_order, answer	questionnaire used for the request
wr (map)	all fields of the wr table	work request linked to the service request	See remarks wr in Table 2.
wo (map)	all fields of the wo table	work order linked to the service request	See remarks for wo in Table 3.
steps (list)	For each step: step_type, step, multiple_required, condition, em_id, vn_id, step_status_result, status, step_order, date_response, time_response, date_created, time_created, step_code, user_name, comments, step_log_id		This list contains all records in helpdesk_step_log linked to the activity_log record. For the fields status, step_status_result and step_type a map is created with the stored value (<field>.value) and displayed value (<field>.text).

 

Table 2: Data model for request in wr

Map/List	Data	Condition	Remarks
wr (map)	all fields of the wr table		For the fields status and step_status a map is created with the stored value (<field>.value) and displayed value (<field>.text).
wo (map)	all fields of the wo table	work request assigned to a work order	See remarks wo in Table 3.
questions (list)	for each question: quest_name, quest_text, sort_order, answer	Questionnaire used for this request
activity_log (map)	all fields of the activity_log table		See remarks for activity_log in Table 1.
steps	For each step: activity_id, em_id, step, step_type, status, condition, step_order, step_status_result, date_response, time_response, user_name, comments, step_log_id, role		This list contains all records in helpdesk_step_log linked to the wr record. For the fields status, step_status_result and step_type a map is created with the stored value (<field>.value) and displayed value (<field>.text).

Table 3: data model for request in wo

Map/List	Data	Condition	Remarks
wo (map)	all fields of the wo table		For the field wo_type a map is created with the stored value (<field>.value) and displayed value (<field>.text).
wr (list)	all wr records linked to this wo record		See remarks for wr in Table 2.
activity_log (map)	all fields of the activity_log table	service request linked to the work order	See remarks for activity_log in Table 1.