locked
SCSM 2012: how to send notifications to the Assigned To users? RRS feed

  • Question

  • I need Service Manager to automatically send notifications to tech support specialists after a new or existent incident is (re)assigned to them. However, in workflow conditions I cannot find a way to compare the current name of the Assigned To user to the previous one. I can check the value of either the previous name or the current one, but not both of them simultaneously.

    Of course, I can create one workflow for each support specialist, but it seems pretty stupid. Is there another way to solve the task?

    Monday, July 15, 2013 11:38 AM

Answers

All replies

  • Hi,

    Out of the box you can't do this.

    You must import a Custom Management Pack : http://www.scsm.se/?p=1053


    Remy BOVI

    • Proposed as answer by BOVI Rémy Monday, July 15, 2013 11:51 AM
    Monday, July 15, 2013 11:51 AM
  • Probably the easiest way to about it: http://www.cireson.com/app-store/scsm-notify-analyst/

    - Get on the floor, do that dinosaur

    Monday, July 15, 2013 7:07 PM
  • Yes i'm agree with Pete. This is a free module from Cireson. You can download it here : http://www.cireson.com/app-store/scsm-notify-analyst-free/

    Remy BOVI

    Monday, July 15, 2013 8:48 PM
  • Thank you everybody for your input. I'll try both the solutions.
    Tuesday, July 16, 2013 4:15 AM
  • Good morning friend:

    Could you solve this problem? of what I have been reviewing it is not possible to do it, but I need to know if there is an MS article that indicates that this is not possible to do directly with Service Manager.

    Graces for your help
    Wednesday, March 14, 2018 3:43 PM
  • Hi

    I do not think that you will be able to find an MS article that states you can not do this out of the box. Third party tools or your own custom solution are the only way to do it. 

    Regards

    Glen


    Web: www.xapity.com  |   Twitter: @xapityapps  |   Facebook: xapityapps

    Wednesday, March 14, 2018 8:24 PM