Good afternoon all,

I'm having an issue with the Role functionality and I hope someone can help me resolve it.

I would like to send a communication template via an escalation to the SR SUPERVISOR and SR REPORTED BY person when a new commlog entry has been received.

I have created an escalation which applies to the commlog object. I have proved the escalation is working by removing the role and inserting an email address. Emails are being sent this way.

The issue presents itself when we come to use the Role functionality on this communication template. I have tried the following Role, but it fails to send the communication update to the supervisor.

ROLE: SUPERVISOR

TYPE: CUSTOM CLASS

VALUE: psdi.common.role.UserDataRole

PARAMETER: SUPERVISOR

Can anyone help me resolve why this role will not work in this situation? I will also be looking to add the REPORTEDBY role into the same escalation but one hurdle at a time!

Any help is appreciated

Create your own Role as

SRSUP

Object - SR

Type - DATASET

Value - :SUPERVISOR