JP10 Valued Contributor.
Valued Contributor.
575 views

HPSM Mail Notification to external mail IDs

Hi Experts,

Need a solution as to how Interaction Created mails can be sent to external mail Ids for which contact records arent present in HPSM..

Checked the ruleset for send HTML notification via javascript but seems like even that needs to have a contact or operator record.

Thanks in advance..

7 Replies
SandyAdmin Honored Contributor.
Honored Contributor.

Re: HPSM Mail Notification to external mail IDs

Notification table: You can hard code any email address from here.

1. Define a notification in Notification table, here you can set in the recipient field the email address - define like {"xyz@abc.com"}

2. Call the notification from the ruleset: Make a ruleset > Send Notification > Notification Name: (new Notification name made from #1)

3. Set the new Ruleset on the desired workflow. set condition as required.

**Check in your version if it's available.

0 Likes
JP10 Valued Contributor.
Valued Contributor.

Re: HPSM Mail Notification to external mail IDs

Hi Sandy, 

The email ID should be fetched from the email.id field present in the interaction form...

ill try adding the notification by the method suggested in the meanwhile.. 

Thanks

 

0 Likes
SandyAdmin Honored Contributor.
Honored Contributor.

Re: HPSM Mail Notification to external mail IDs

so its dynamic value or email values are based on the current record (Interaction). A quick check of Send html email rule and I can see there is an option for, "set using Javascript", you can have a fetching script checking the email of current record . (Have not implemented this and just giving possible solution)

0 Likes
JP10 Valued Contributor.
Valued Contributor.

Re: HPSM Mail Notification to external mail IDs

tried using set using javascript, but it picks up email from either the specified contact or operator..

in my case it will be dynamic and no contact or operator record will be present for the mail id. It will be different everytime.

0 Likes
sanyada185 Outstanding Contributor.
Outstanding Contributor.

Re: HPSM Mail Notification to external mail IDs

Hi,

Create a rule on WF of Interaction to send email and use the field which capture email address (used on interaction record).

Regards,
Sanjay Yadav
Assign Kudo, if found post useful and mark it accepted if solves the issue.
Acclaimed Contributor.. Jacob Heubner Acclaimed Contributor..
Acclaimed Contributor..

Re: HPSM Mail Notification to external mail IDs

So -

In the Notification Definition record, the 'Recipient(s)' column determines who is supposed to get the email being sent.  You can hard-code it to a value (like 'user@address.com') or you can use a field from the record to determine the recipient.  If you use a field (like 'contact.name in $L.file' or 'assignee.name in $L.file', or whatever in $L.file), if that value doesn't resolve to an email address and you don't select a value from the ''Group' column, the system has some built-in functionality that tries to find a matching operator record or contact record, and use the value from the 'email' field in the matching record.

In your case, it sounds like somehow you've set up your environment so that the customer in a ticket is NOT a contact in the contact table.  That's a little odd, since you'd want to have all the contact information stored (why is someone able to request help from your helpdesk if your helpdesk has no idea who they are?) but that wasn't your question.  Your question asked how to send an email to a recipient that isn't a contact.

As others have suggested, if you have the email address stored as a field in the ticket, you can use that field in your notification definition record.  You can use the 'contact.email' or 'callback.email' field in the Interaction module ('incidents' table) or a custom field of your own choosing, if you'd prefer.  As long as the value in that field resolves to a valid email format (user@domain.com) the system will send the email to that address, regardless of whether or not they're a contact.

0 Likes
Highlighted
sanyada185 Outstanding Contributor.
Outstanding Contributor.

Re: HPSM Mail Notification to external mail IDs

Let me know if your requirement is met? below was my suggestion

New Bitmap Image.jpg

Regards,
Sanjay Yadav
Assign Kudo, if found post useful and mark it accepted if solves the issue.
The opinions expressed above are the personal opinions of the authors, not of Micro Focus. By using this site, you accept the Terms of Use and Rules of Participation. Certain versions of content ("Material") accessible here may contain branding from Hewlett-Packard Company (now HP Inc.) and Hewlett Packard Enterprise Company. As of September 1, 2017, the Material is now offered by Micro Focus, a separately owned and operated company. Any reference to the HP and Hewlett Packard Enterprise/HPE marks is historical in nature, and the HP and Hewlett Packard Enterprise/HPE marks are the property of their respective owners.