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.