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Helpdesk Application Template - email notification
Helpdesk Application Template - email notification
- I have used the helpdesk template in WSS 3.0 and I have the outgoing email settings setup, but I can't figure out where to go to setup email notification. What I am trying to do is set it up so that if a ticket is created it will send out an email to IT@domain.com from helpdesk@domain.com and then if a ticket is assigned to a certain person than that person would receive an email. Also when a ticket is created I want the user that created the ticket to received an email to them know that it is created with a link that they can click to get to the status and if that ticket is updated at anytime I want that user to receive emails with the details of the update. I think I can figure out how to do the logicstics of everything if someone can help me to get to the area that works with turning on and editting the email notification. Any help would be greatly appreciated.
- BearbeitetMike Walsh MVPMVP, ModeratorMittwoch, 25. November 2009 06:21pplication Template added to Title. Appl questions go to General.
- VerschobenMike Walsh MVPMVP, ModeratorMittwoch, 25. November 2009 06:22appl template q (From:SharePoint - Design and Customization)
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- A few things to note. The Application Templates like the Help Desk one are for demonstration purposes, and aren't necessarily supported.
SharePoint sends all emails from a single from address so if you want to make the change it will change it for every email sent.
If I remember correctly the Assigned To email notification is standard Task list notification which actually fires every time a change is made to the item, not just when it is assigned. You do not have the ability to modify the notifications for the one site/app/list.
To get better control over the notifications you are going to want to look at putting a custom workflow on the process. That will let you control when emails are sent, and allow you to send it to other people like the initiator. In addition, it will give you control over the message formatting which you do not have with standard task notifications.
SharePoint Developer | Administrator | Evangelist -- Twitter -- Blog - http://nextconnect.blogspot.com - I suspect that my outgoing email server is not the correct setting because the outgoing server that we use is a specific port and you don't have any options to set a port in SharePoint so my questions are this:
1. Is there a way to set a specific outgoing port?
2. Is there a way to run a test to see where the email alerts are failing (in other words where in the process of the email is it stopping)? - when you specify your outbound smtp server you can try putting a port in there. ex. smtp.myorg.org:1234
To see if any errors are listed, you can take a look at the ULS logs. If nothing is there, you can adjust the diagnostics logging (Operations, Diagnostic Logging) and set the E-Mail category to be verbose.
To trigger an email, simply create an alert on any list or library and it sends a notification immediately without relying on the timer job cycles.
SharePoint Developer | Administrator | Evangelist -- Twitter -- Blog - http://nextconnect.blogspot.com - Please forgive my ignorance, but I am not sure how to look at the ULS logs and I am not sure how to do any diagnostic logging. Do you mind helping me with this?
- All of the various SharePoint services write to a central set of logs, which is referred to as the Universal Logging Service (ULS) or something like that. They can be found on the various SharePoint servers here: c:\program files\common files\microsoft shared\web server extensions\12\logs. The files are tab del text files which can be difficult to work with, I use the ULS Log Viewer (http://ulsviewer.codeplex.com/ ) to help with that.
Another frequently used term is the "12 hive" which is the part up to the 12 directory since that is where all of the SharePoint file based configuration lies.
If the detail you need is not there, then you can adjust the logging levels in the Diagnostic Logging screen I previously referenced. (Operations, Diagnostic Logging) This just controls what level of message needs to be logged. You can write all activity by selecting Verbose. This is good for short term debugging but your log files would be huge if you kept it this way for all services in a production environment with decent activity. There are some other settings that determine how long of a time period for each log file, etc. Depending on the activity and the size of the logs I may adjust that to as little as 20 minutes or as much as 1 per day.
SharePoint Developer | Administrator | Evangelist -- Twitter -- Blog - http://nextconnect.blogspot.com - Thank you very much.. I am going to look in to this now and see if this helps me to determine what is really going on. You have been a great help and I really appreciate your time.
- ok, I have the outgoing email settings correct at this point, but the only time that I got any email alerts is when I setup the alerts under "Service Requests, Actions, Alert Me" and I set it up in there to alert me on the following critiria:
Only send me alerts when: All Changes
Send me an alert when: Anything Changes
When to send alerts: Send email immediately
I am not getting these alerts exept upon the creation of these alerts. Do you know what I am doing wrong? - If you are getting confirmations when you create the alert then the email settings are valid. The alerts are executed via Timer Jobs that run on the server. Go into Central Administration, Timer Job Status and see if there are any jobs with a status of Failed for "Immediate Alerts"
If needed, you can restart the "Windows SharePoint Services Timer" service. When emails aren't sending for me, this is the likely culprit.
SharePoint Developer | Administrator | Evangelist -- Twitter -- Blog - http://nextconnect.blogspot.com - I checked the timer job status and there were 2 jobs listed and they were both succesful.
CEIP Data Collection cssp1 Succeeded 100% 12/4/2009 4:31 AM Config Refresh cssp1 Succeeded 100% 12/4/2009 4:24 PM
However when I went to the Services on the Server only the following were listed:
Central Administration Started Stop Windows SharePoint Services Incoming E-Mail Started Stop Windows SharePoint Services Search Required on Farm, not running Stopped Start Windows SharePoint Services Web Application Started Stop
Does this mean that the timer service is not running and that this could be the problem? If so how would get it listed and running?
Any help would be great - I figured it out:
The problem was that although I setup the alerts correctly on the server and the timer service was running, the alerts were not acually running on the server. I found this out by running the following commands:
stsadm –o getproperty -propertyname alerts-enabled –url http://url
stsadm -o getproperty -propertyname job-immediate-alerts –url http://url
Then I started the immediate alerts by running the following commands:
stsadm -o setproperty -propertyname job-immediate-alerts -url http://url -propertyvalue "every 5 minutes between 0 and 59"
stsadm -o setproperty -propertyname alerts-enabled -propertyvalue true -url http://url
Then I ran iisrest /noforce
I got all my alerts from weeks ago and everything is working great. Thank you for your help because I would not have found this without you pointing me in the right direction.
