About Publications

Publications in Service Management are notifications that something has happened in the system, for example, a document has been uploaded into the system or a new customer has been created. Users must be subscribed to publications, so they can receive a notification when something happens. For some publications, a related workflow event handler must also be activated to enable notification.

Predefined Publications

Service Management provides these predefined publications to which users can be subscribed:


Publication	Description	Used By
CustomerDocumentUploadAlert	A user has uploaded a document using Service Portal or Service Management. This publication uses the Alert Users of A New Customer Document and Alert Users of New S-Portal Document workflow event handlers.	Service Portal users Service Management users who approve documents uploaded by other Service Management users or by Service Portal users
ISMCompanyInteractionAlert	A user has entered text for a Company Interaction using Service Management. The Key Value 1 on the Publication Subscribers form can be filled in with an Interaction Topic, to filter which conversations will send alerts. If this value is left blank, conversations from all interactions will trigger the alert. This publication uses the Alert ISM Users of Company Interaction workflow event handler.	Service Management users
ISMCustomerInteractionAlert	A user has entered text for a Customer Interaction using Service Management. The Key Value 1 on the Publication Subscribers form can be filled in with an Interaction Topic, to filter which conversations will send alerts. If this value is left blank, conversations from all interactions will trigger the alert. This publication uses the Alert ISM Users of Customer Interaction workflow event handler.	Service Management users
ISMVendorInteractionAlert	A user has entered text for a Vendor Interaction using Service Management. The Key Value 1 on the Publication Subscribers form can be filled in with an Interaction Topic, to filter which conversations will send alerts. If this value is left blank, conversations from all interactions will trigger the alert. This publication uses the Alert ISM Users of Vendor Interaction workflow event handler.	Service Management users
NewCustomerCreatedAlert	A new customer was created on the Service Portal.	Service Portal partner users and Service Management users
PortalIncidentAlert	An incident was entered on the Service Portal. This publication uses the Notify Portal Incident Created workflow event handler.	Service Management users
PortalSROLaborTransactionAlert	A service request order (SRO) labor transaction was entered on the Service Portal. This publication uses the Notify Portal SRO Labor Transaction Created workflow event handler.	Service Management users
PortalSROMatlTransactionAlert	A service request order (SRO) material transaction was entered on the Service Portal. This publication uses the Notify Portal SRO Material Transaction Created workflow event handler.	Service Management users
PortalSROMiscTransactionAlert	A service request order (SRO) miscellaneous transaction was entered on the Service Portal. This publication uses the Notify Portal SRO Miscellaneous Transaction Created workflow event handler.	Service Management users
PortalUnitRegistrationAlert	A unit registration was entered on the Service Portal. This publication uses the Notify Portal Unit Registration Created workflow event handler.	Service Management users
PortalWarrantyClaimAlert	A warranty claim was entered on the Service Portal.	Service Management users

You can also create your own publications using the Publications form.

Publication Categories

Certain publications can be intended for certain types of users. To help organize publications for users, you can create custom categories on the Publication Categories form.

Publication Subscribers

Users can subscribe to publications using the Publication Subscribers form. Subscribers can also be added automatically by other applications such as the Service Portal.