Help Creating an Option to Email End-User upon Resolution


  • I'm new to SCSM.  Currently evaluating 2010, but we're going to be committing to 2012 this summer.
    I've created a workflow that emails the affected user when an analyst marks an incident as "Resolved"

    My question is:  Is it possible to somehow make this workflow an option, so the analyst can choose whether or not to have it automatically e-mail the end-user?

    Again, I'm a novice here so go easy on me with any answers :D

    • Edited by Chris Keander Friday, June 22, 2012 7:29 PM grammar fixes
    Friday, June 22, 2012 7:28 PM

All replies

  • One option is to extend the Incident class with a boolean property e.g. "Notify Affected User" (don't set a default).

    (SCSM Video Series – #1 Extending the Incident class and form)

    In the workflow add a second critera : Status changed from "not resolved" to "resolved" AND Notify Affected User does equal to "True".

    Mark the new property while resolving the incident if you want to send a notification.

    Hope this helps.

    Andreas Baumgarten | H&D International Group

    Friday, June 22, 2012 8:43 PM