Work Notes List

stevekeiper · ‎01-19-2018

Does anyone know what the intended purpose is for the work notes list on the incident form?

It seems that this might be used for email notifications to listed users, as in, send an alert to the work notes list when a work note is posted. However, when I set up this scenario it does not seem to generate any notifications.

Is there a way to set up a work notes based notification to go the assignee and or a listed/group of interested users? I am looking to alert internal assigned engineers and supervisors and avoid notifying the caller and the entire assigned group.

Allen Andreas · ‎01-19-2018

That is what the intended function is supposed to do (notify users interested in when work notes are made to be alerted to that fact)

But as far as you not receiving a notification, did you test it on a user who has permission to even see work notes normally?

Also to alert 'x' person or group to when work notes are assigned you could set up a business rule that will automatically add 'x' person/team to an incident that is assigned to 'x' group or whatever the parameters might be.

For me...I have a user who gets added to the watch list for any ticket assigned to 'x' group (because we don't want them to inherit the ITIL role, but we still want them to see it).

So I'm sure it's the same thing for work notes...except work notes does have permissions around them which is an added factor.

Hope this helps!

Please consider marking my reply as Helpful and/or Accept Solution, if applicable. Thanks!

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Wayne Richmond · ‎01-19-2018

Hi Steve, that is what it's for. I don't use it personally but I've played with it in the demo instance. The notification should be pretty simple, just create a condition that says Works Notes Changes and include the Work Notes List and Assigned to fields in the Who will receive section.

Aditya Telideva · ‎01-21-2018

When you initially create and save an incident, the Work notes field is not mandatory. If you change the priority of the incident by selecting different Impact or Urgency values on an incident form that has already been saved, the Work notes field becomes mandatory.

Note: This feature is available only for new instances, starting with the Jakarta release.