Email Notification Localization

Presently HTML and Text fields can be localized so it is possible to create HTML content in multiple languages but that content can’t be used in notifications and the email quick action html editor also does not allow localization.

Using Local() function with email notifications will always default to English.

There are many multi-lingual companies now that have to work around this with multiple language fields and business rules to check the user’s language.

That is quite cumbersome and a better solution would be to:

1. Enable localization for Email Quick Actions. Subject and Body
2. Enhance the Local function with a “locale” identifier so that localized fields/html can be referenced in email quick actions. For example, local(“This is a test”,”de-DE”) or local (NotesBody,[FrsCompositeContractContact#.IncidentAssociatedCustomer]ContactLanguage)

Please vote for this Enhancement Request for Localized Email Quick Actions #Ivanti #Neurons #ITSM #IvantiServiceManager #HEAT #Localization #QuickAction #Email #EnhancementRequest

https://ivantiideas.uservoice.com/forums/904372-ivanti-neurons-for-itsm/suggestions/46231132-localized-email-quick-actions

Advertisement

Reset Internal Authentication Password with Service Desk Manager Role

Recently one of my clients in the UK had an issue where they needed to reset a number of internal HEAT user passwords using the Service Desk Manager role for operations in Singapore.

The challenge was that the “Reset User Password” OOTB quick action and underlying API call can only be run by the Admin role.

The workaround was to add a flag to the employee business object that triggers a workflow to run with a quick action block to call the “Reset User Password” OOTB quick action, which although triggered by the SDM role, would then run using INTERNALSERVICES which has the admin role.

UI Action to launch Calendar Workspace

Here is a helpful UI Action to launch a Calendar Workspace.

The calendar workspace scope isn’t documented and you may have a hidden Task UI Action to launch a calendar workspace. In case you missed it here it is:

Scope: CalendarWorkspace
CommandID: LoadWorkspace
Confirmation: null
Command Data:

{
‘ObjectType’:’CalendarWorkspace#Project Calendar’,
‘SearchCriteria’:[
{‘ObjectId’:’Frs_CalendarItem#’,’FieldName’:’ParentID’,
‘Condition’:’=’,’FieldValue’:’$(ProjectNumber)’}
],’FilLSearchPanel’:’false’
}

How to show Customer History using Quick Action

One of the HEAT Classic Features that is frequently requested is to bring back the customer history. There are several implementations for this, yesterday covered how to implement Incident Customer History for Related Items, aka Object Matching, today we will cover how to show Customer History using a Quick Action.

1. Create a UI Quick Action for Incident
2. Scope: ObjectWorkspace
3. Command ID: Search
4. Confirmation: null
5. Command Data:

‘ObjectType’:’Incident#’,
‘SearchCriteria’:[
{‘ObjectId’:’Incident#’,’FieldName’:’ProfileLink_RecID’,
‘Condition’:’=’, ‘FieldValue’:’$(ProfileLink_RecID)’}
],
‘FillSearchPanel’:’true’

Save and add to the Incident Layout Form View Toolbar with disabled expression:
$(nvl(ProfileLink_RecID, “”) == “”)