Can a user manually edit and send notifications?
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03-28-2014 11:48 AM
I'm trying to figure out if there is a way for our Incident Managers to manually trigger "dynamically created" notifications that they can edit.
Right now it seems like there are only two ways to notify "interested parties" on a ticket- automatically generated notifications that can dynamically generate text with variables and javascript, and then manual emails with the "Email Button" from in the task. Here is my problem:
1) Notifications cannot be manually triggered without adding some element to the ticket that people change to fire the notification, and then those notifications cannot be reviewed prior to sending.
2) I can manually send and review via the email button, but that only allows Quick Messages that cannot use variables or javascript to generate text.
The problem is that we get some pretty complex incidents/outages at times where multiple (external) partners and (internal and external) customers are impacted. Not only is the information we share with each party different, but when they send us emails that get collapsed into the incident ticket, we may need to respond to the party individually. Right now, we have a field for (say) "Partner Update" that gets changed and saved, firing off the partner notification. Then there is an "Executive Update" that gets changed when we want to update our executives. So now we have these fields including Worklogs, Partner Update, Addtl Comments, Executive Update, etc etc that are each on the form solely to fire off a specific notification. If other fields are pulled from elsewhere in the ticket on these updates, the user is confused about which should be changed before making the update. And of course, if they need to communicate with only one executive or partner, they are forced to use the email button.
All I want is the ability to do something like "Send Partner Notification" and for it to pop up the email- pre-filled- for the assignee to edit prior to sending. But it doesn't seem like a hybrid of 1&2 above (manually triggered, dynamically generated) is available.
Has anyone dealt with this problem and solved it before? Absent any suggestion, my thought was that I would eliminate the business rules that fire these Notification events and instead make them all ui actions that popup a small ui that gathers the info, previews the info and then fires it off to the notification system. But this is a lot of trouble that would need to be done for each notification system. Is there a different way to address it?