Wednesday, May 23, 2012 1:02 PM
We are using the System Cennter Service Manager and are wondering how a help desk user can easily attach a file stored within the Service Manager (knowledge article attachment) to an incident and send the file back to the requestor. If we click on 'request user input', it will allow us to compose a message and send it to the requestor, but it will not allow us to attach a file as well.
We have also tried under 'related items' within the incident to link to a knowledge article that has a file attached or just attaching a file to the incident, and neither will send the email back to the user and include the attachment.
We know we can click the option beside the requestor's email address field to send an email message and manually attach the file to the email, but we do not feel this is the best solution. We want to be able to store the file within the Service Manager for easy access by the help desk users to then attach to an incident when the requestor needs to complete the attached form.
Is it possible to send a knowledge article to a user while working within the incident? We could send the knowledge article to the requestor that would have information to help them, but the user would need to be able to view the entire knowledge article and see any attachments that were included with the knowledge article.
Thursday, May 24, 2012 11:51 AM
I would say yes its possible but there are some limitations, the solutions i could think about would be to email the entire knowledge article to the enduser when it gets related to their incident.
I will take a look at the stuff needed to get you there and get back to you.
Friday, May 25, 2012 8:16 AM
I have some news for you..
This is what i have working so far.
1. Create MP that triggers on KA being added to Workitem – done
2. Create Mailtemplate that emails Orchestrator with the IR ID when the MP is triggered - done
3. Create Flow in my mail dispatcher to handle the mail and trigger a runbook – done
4. Create runbook - in progress
4.1 Get the Parrent IR object – done
4.2 Get the related KA objects – done
4.3 Get the email of the affected user – done
4.4 Get the file attachment objects related to the KAs – done
4.5 Download the file attachments object to be added to the mail being generated to the end user – Not done J
4.6 Send the email to the enduser – Ready to implement
So not that far from a solutions that will do "almost" what you want
Friday, May 25, 2012 10:28 AM
Update.. i am almost done, i can now download the files related to the KA..
But i am off on weekend now, but you should be able to find the solution on my website www.litware.dk some time next week.
Tuesday, August 14, 2012 5:22 PMJust curious if this was finalized?