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How does SCSM choose if it`s an analyst comment or a end user comment? RRS feed

  • Question

  • Hey,

    can someone explain me how the Service Manager differs between the two?

    We have the following case:

    An Analyst sent a Mail from SCSM Console to the affected user and also Cc to the manager of the affected user, both are non IT Guys.

    The Manager of the affected user replyed to the Mail and the comment was stored in the incident as analyst comment? 

    Should it not be a end-user comment because the person that awnserd to the Incident is not in the global operators group or somehow related to the ticket?

    thank you

    Christoph

    Tuesday, November 4, 2014 3:01 PM

Answers

  • well, you have two problems: 1) you're notifying analysts whenever any (possibly noise) event happens on all of their tickets, meaning they are going to start ignoring notifications and 2) you're making an arbitrary distinction between (possibly noise) comments by analysts and (possibly noise) comments by users. 

    the net-net on the exchange connector is that it doesn't know if a person is an end user and a analyst. so it's making a very arbitrary guess and saying the affected user is an end user, and everyone else is an analyst. if we change this behavior, then you'll get much more noise events. there isn't a good way to make this decision without understanding the ticket and making intelligent choices about what role people are acting in. 

    • Marked as answer by Christoph We Tuesday, November 4, 2014 4:48 PM
    Tuesday, November 4, 2014 4:45 PM

All replies

  • Any comment that is not from the affected user is an analyst comment, because the exchange connector has no way of knowing, in the absence of specific knowledge about any given ticket, whither a given user is acting as an analyst or as a end user, so it just assumed it's analyst unless it's the affected user. 
    Tuesday, November 4, 2014 4:31 PM
  • Hey Thomas,

    thank you verry much for your reply, i thought that it works like that :(

    Is there any way to change this behavior?  Because we have notifications for the analysts when there are new end-user comments.

    And in this case it doesent work becuase it`s an analyst and not a end-user comment.

    brgds

    Tuesday, November 4, 2014 4:34 PM
  • well, you have two problems: 1) you're notifying analysts whenever any (possibly noise) event happens on all of their tickets, meaning they are going to start ignoring notifications and 2) you're making an arbitrary distinction between (possibly noise) comments by analysts and (possibly noise) comments by users. 

    the net-net on the exchange connector is that it doesn't know if a person is an end user and a analyst. so it's making a very arbitrary guess and saying the affected user is an end user, and everyone else is an analyst. if we change this behavior, then you'll get much more noise events. there isn't a good way to make this decision without understanding the ticket and making intelligent choices about what role people are acting in. 

    • Marked as answer by Christoph We Tuesday, November 4, 2014 4:48 PM
    Tuesday, November 4, 2014 4:45 PM
  • you are right.

    thank you for the very good explanation.

    brgds

    Tuesday, November 4, 2014 4:48 PM