Alert ISM Users of Customer Interaction - Workflow Event Handler
Use this event handler to automatically notify Service Management users via email when a new conversation has been added for a Customer Interaction. The users to be alerted are obtained from those that are subscribed to the ISMCustomerInteractionAlert publication.
To enable this functionality, users must select the Active For This Site check box on the Workflow Event Handler Activation form for the Handler Description of Alert ISM Users of Customer Interaction and Event Name of IdoOnItemInsert.
In addition, a record must be created on the Publication Subscribers form for each user that would like to receive the alert with a Publication Name ofISMCustomerInteractionAlert.
This is the text of the notification that is sent to the Service Management user:
To: ismuser
Subject: Customer Interaction Text Entered
Body: Customer CustNum entered text for interaction InteractionID:
InteractionText
Do not reply to this message via email. Please use the Interactions form.
Variable Information
| Variable | Description |
|---|---|
| ismuser | The user who subscribes to this alert. The user's primary email address (from the Users form) is used. |
| CustNum | The customer number for the interaction entered. |
| InteractionID | The ID assigned to the interaction on the Interactions form. |
| InteractionText | The text entered by the customer for this interaction. |
Initiating Process
This event is triggered when a new conversation is created on the Interactions form for an Interaction Type of Customer.
Associated Event and IDO
The event IdoOnItemInsert for the SLInteractionDetails IDO triggers this notification.