Activity notifications allow users to be notified of changes to tickets. They are configured by creating activity associations between ticket attributes and activity types, object contact notifications to specify additional interested users, and notification methods to determine how notifications are delivered such as by email or FAX. The activity notifications then generate notifications when associated ticket attributes change based on the configured activity associations and deliver them to interested users using the specified notification methods.

2.  Enable Activity Notifications
 Create Activity Associations
 Create Object Contact Notifications
 Create Notification Methods

3.  Activity Notification Records are types of
attributes that appear on “Activities” tab of
Ticket
 CA Unicenter Service Desk has predefined
activity types such as Callback, Research,
Update Status

4.  An Activity Notification cane be enabled for
2. Cr objects : Incidents, Problems & Requests
3. Chg objects : Change Orders
4. Iss Objects : Issues
5. msgs Objects : Managed Surveys
 We configure Activity Notifications for a Ticket
in “Auto Notification “ tab of selected Ticket

5.  Records that connect attributes of Tickets with
Types of tickets
 Unicenter Service Desk supports only one
activity association per object Attribute
 For Example, when value of priority attribute
changes ,It’s the Activity Association for
priority that determines Activity type
‘Escalate’ is generated

6.  Records that refer to other interested users who
wants to be notified if anything happens to a
ticket .
 For example, User & Assignee are related to a
Ticket .if Any Contact present in Contact Table
is also interested in ticket, we create an Object
Notification for the user
 This Record can be chosen as recipient of
notification on Objects Tab of Activity
Notification record

7.  It describes how notification messages are
delivered to users
 Each Contact in Service Desk can be assigned 4
Notification methods, one for each level of
Importance : Low, Normal ,High & Emergency
 Predefined Notification Methods are Email,
FAX.
 Service Desk makes notification message
available to script using environment variables