Add Me: Set up "Add-Me" for Subscribing to or Following Issues
ASM allows users to add themselves to published issue types. This means users can flag themselves as being impacted or interested and allows support to globally update all users individually.
About Add-Me - Subscribing to Issues
Users can subscribe to issues that are impacting them or that they may be interested in receiving notifications about.
The ability to add yourself to a published issue (sometimes called "Subscribe" or "Follow") is controlled by Role-Based-Access-Security. Users must have the appropriate Self-Service Portal role enabled to be able to leverage the capability.
Some examples where organizations can use the Add-Me Capability are:
Technology Refresh initiatives
Beta Testing Volunteers
User Feedback Groups
Known Errors
Suspected Problems - to gauge actual impact
Vulnerability or Security Threat
Training Courses - Self Identification and enrollment
Features of Add-Me
The Add Me capability has 3 main features, detailed below.
When a user selects to "Add-Me" ASM creates a ticket for the user and links the ticket as a child call to the parent.
E.g.: When an Analyst adds a note to the Parent and chooses to "Copy Update to Child Call" this is displayed in the Child Call's history as an update from the Parent Call.
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Message templates and Subject lines can be configured to specifically address and communicate relevant updates to the subscribed issue. | |
Any IPK status can be configured to allow a user to link themselves to it. |
**Some updates are always global
When a Linked Knowledge Article is added to the Parent Call, all the linked Child Calls should be updated automatically with the new entry.
When a Workaround is added to the Parent Call, all the linked Child Calls should be updated automatically with the Workaround.
Steps to enable "Add-Me"
There are three main steps to configuring the Add-Me capability:
Partitioned Systems
Information about partitioned systems and how they will behave with the Add-Me feature is included in all of the above sections. Here is it listed specifically, in order to give you a Birds-Eye view of all of the considerations you will need when setting up Add-Me in a partitioned system.
The Add-Me widget in the Self-Service Portal will only display those items applicable and according to the User's default partition.
If Call Templates are partitioned, you must ensure that the Call Template you are assigning to the IPK Status is also available in the default partition of the User on the Self Service Portal and that the Admin Agent configuring the Add-Me capability also has access to the Call Template and Partition being configured.
Ensure that if IPK Statuses are partitioned, these IPK Statuses are available to the target users of the Self-Service Portal, e,g, they are not prevented seeing them because they do not have the necessary partition.
A knowledge article may not be visible to the User's on the Self Service Portal if it is not a SSP-facing article or is assigned a different partition from the user.
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