Notify Portal Incident Created - Workflow Event Handler

Use this event handler to automatically notify Service Management users when a Service Portal user enters a service incident record, and to notify the portal user that their request to log a new incident has been received.

To receive this notification, users must subscribe to the PortalIncidentAlert publication.

This is the text of the notification sent to the Service Management user:

To: ismuser

Subject: Portal - Incident (IncidentNum) has been added.

Body: Incident (IncidentNum) was entered on the Portal by User (portaluser).

This is the text of the notification sent to the portal user:

To: portaluser

Subject: Portal - Incident (IncidentNum) has been added.

Body: We received your request to log a new incident. Incident number is (IncidentNum).

Variable Information

Variable Description
ismuser The Service Management user who subscribes to this alert. The user's primary e-mail address (from the Users form) is used.
portaluser The Service Portal user who enters the incident record.
IncidentNum The system-assigned ID number assigned to the new incident record.

Associated Event and IDO

The event IdoPostInvoke for the FSIncidents IDO triggers this notification.