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How to send the entire Comment history for an Incident via email to affected user when we are closing the incident? RRS feed

  • Question

  • We have SCSM 2012. The requirement is to send an email notification to the end user.

    How to send the entire Comment history for an Incident via email to affected user when we are closing the incident?


    Anand Dutta

    Monday, June 24, 2013 6:16 PM

Answers

  • Hi,

    For me the best way is to do it with Orchestrator.

    You can use the "Get object" activity and select the "Trouble ticket Action Log" for the desired Incident.


    Best Regards Remy BOVI

    • Proposed as answer by BOVI Rémy Wednesday, June 26, 2013 8:13 PM
    • Marked as answer by BuchatechMVP Saturday, June 29, 2013 1:33 AM
    Wednesday, June 26, 2013 8:13 PM

All replies

  • Hi,

    For me the best way is to do it with Orchestrator.

    You can use the "Get object" activity and select the "Trouble ticket Action Log" for the desired Incident.


    Best Regards Remy BOVI

    • Proposed as answer by BOVI Rémy Wednesday, June 26, 2013 8:13 PM
    • Marked as answer by BuchatechMVP Saturday, June 29, 2013 1:33 AM
    Wednesday, June 26, 2013 8:13 PM
  • Thanks for the reply Remy Bovi,

    We do not have Orchestrator in our environment.

    Any other way? any event workflow etc?


    Anand Dutta

    Friday, July 5, 2013 7:25 PM
  • Hey

    Check out this post for a good walkthrough --> http://blogs.technet.com/b/antoni/archive/2013/03/22/sending-out-the-most-recent-analyst-comment-from-the-action-log-in-service-manager-2012.aspx

    It demonstrates how to prepare the notification template and the workflow to send the mail out. With some minor modification your should be able to achieve what you need.

    Update: Sorry I did not read your question correctly. As Remy mentioned, SCORCH ist the easiest way to go. If this does not work, you can use a custom SCSM workflow with a PowerShell script that collects all Comments of an Incident, format them nicely and send them out when an incident is resolved.

    Cheers
    Marcel


    Marcel Zehner // Blog --> http://marcelzehner.ch // Twitter --> @marcelzehner // Business --> http://www.itnetx.ch


    Saturday, July 6, 2013 7:01 AM
  • Hey There,

    Any chance you could provide some details on how you set that up in Orchestrator?  Does Orchestrator send the e-mail, or do you just use it to pull up the details and feed them back in to an SCSM template/subscription?

    Thanks!

    Wednesday, February 27, 2019 10:23 PM