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Recommended Workflows for Email Notifications RRS feed

  • Question

  • Hi All

    We have Service Manager running nicely, the last major piece to implement is the Email Notification structure.

    Although I welcome having complete control over what emails are sent and under what conditions, the framework has quite a steep learning curve. I have gathered what information I can from around the web for individual scenarios (such as how to trigger an email when an incident is assigned, etc) but I haven't yet found a comprehensive guide to this vital element of Service Manager.

    Here's what I (and doubtless many others) are looking for:

    • a comprehensive guide to setting up a full cycle of email notifications, from creation through to resolution of an incident.
    • explanations of how to make best use of the workflow status change framework; i.e. which state changes are required for triggering which email.
    • best practise for allowing users to submit incidents via email, and how to handle correspondence to/from users via email.

    Any suggestions as to where I might find these resources would be greatly received.

    Cheers!


    Have you tried turning it off and back on again?
    Tuesday, September 20, 2011 4:21 PM

Answers

  • Hey

    Sorry for the delay. Here we go ...

     

    (1) Incident created
    - Goto Administraton, Workflows, Configuration, Incident Event ...
    - Add, select "when an object is created"
    - Do not assign a template, select users to be notified and notification template

    (2) Incident closed
    - Goto Administraton, Workflows, Configuration, Incident Event ...
    - Add, select "when an object is updated"
    - Change From: "Status" not equals "resolved"
    - Change to: "Status" equals "resolved"
    - Do not assign a template, select users to be notified and notification template

    (3) When Incident is updated by Analyst
    This is a bit harder because you have to create your own workflow. I wrote a blog post about that. use this as a starting point --> http://blog.scsmfaq.ch/2011/08/06/notifying-analysts-when-action-log-was-updated/

    Hope that helps ...

    Update: Sometimes workflows do not run as expexted. In this case restart the SM Services on the MS.

    regards
    Marcel


    SCSMfaq // Blog --> http://blog.scsmfaq.ch // Twitter --> #scsmfaq // Business --> http://www.itnetx.ch
    • Edited by Marcel Zehner Wednesday, September 21, 2011 2:44 PM
    • Marked as answer by DanBradley1985 Thursday, September 22, 2011 1:15 PM
    • Unmarked as answer by DanBradley1985 Friday, September 23, 2011 2:50 PM
    • Marked as answer by DanBradley1985 Friday, September 23, 2011 4:07 PM
    Wednesday, September 21, 2011 2:44 PM

All replies

  • Have you taken a look at the Exchange Connector and its documentation?  http://blogs.technet.com/b/systemcenter/archive/2011/01/17/exchange-connector-for-system-center-service-manager-now-available.aspx

    Hope this helps!


    Mark
    Tuesday, September 20, 2011 5:11 PM
  • Hey Dan

    Also take a look at this blog post --> http://blog.scsmfaq.ch/2011/05/14/using-the-exchange-connector-and-the-default-incident-by-mail-function-together-to-get-the-best-of-both-worlds/

    Regards
    Marcel


    SCSMfaq // Blog --> http://blog.scsmfaq.ch // Twitter --> #scsmfaq // Business --> http://www.itnetx.ch
    Wednesday, September 21, 2011 7:13 AM
  • Thanks for the responses guys. I have Exchange Connector installed but hadn't found any decent guides on making best use of it.(as a side note, I am not keen on the bundled 'send email' function as it feels tacked-on and doesn't seem to fully sit with the rest of the framework)

    Marcel - I haven't seen this guide previously, thanks for this, it certainly clears up some of the fundamentals of emails into and out of Service Manager.

    Can anyone suggest a good resource for understanding the Incident workflow, in particular which triggers occur for each incident state change? I have messed around a bit with various triggers for different email scenarios but without some reference it's mostly guess-work and produces some odd results.

    Cheers!


    Have you tried turning it off and back on again?
    Wednesday, September 21, 2011 9:00 AM
  • OK this is going a bit stale, so here's a more specific question. Which Event Criteria do i need to use to trigger the following email notifications:

    -incident created

    -incident updated by analyst

    -incident closed

    currently I can't even get an email to send when an incident is created, looking at the workflow status shows it's not being triggered, so i must have the Event Criteria wrong.

    Cheers!


    Have you tried turning it off and back on again?
    Wednesday, September 21, 2011 2:34 PM
  • Hey

    Sorry for the delay. Here we go ...

     

    (1) Incident created
    - Goto Administraton, Workflows, Configuration, Incident Event ...
    - Add, select "when an object is created"
    - Do not assign a template, select users to be notified and notification template

    (2) Incident closed
    - Goto Administraton, Workflows, Configuration, Incident Event ...
    - Add, select "when an object is updated"
    - Change From: "Status" not equals "resolved"
    - Change to: "Status" equals "resolved"
    - Do not assign a template, select users to be notified and notification template

    (3) When Incident is updated by Analyst
    This is a bit harder because you have to create your own workflow. I wrote a blog post about that. use this as a starting point --> http://blog.scsmfaq.ch/2011/08/06/notifying-analysts-when-action-log-was-updated/

    Hope that helps ...

    Update: Sometimes workflows do not run as expexted. In this case restart the SM Services on the MS.

    regards
    Marcel


    SCSMfaq // Blog --> http://blog.scsmfaq.ch // Twitter --> #scsmfaq // Business --> http://www.itnetx.ch
    • Edited by Marcel Zehner Wednesday, September 21, 2011 2:44 PM
    • Marked as answer by DanBradley1985 Thursday, September 22, 2011 1:15 PM
    • Unmarked as answer by DanBradley1985 Friday, September 23, 2011 2:50 PM
    • Marked as answer by DanBradley1985 Friday, September 23, 2011 4:07 PM
    Wednesday, September 21, 2011 2:44 PM
  • thanks for the clarification Marcus. its refreshing to get a straight answer!

    Thanks too for the blog link, I've found another solution here: http://blogs.technet.com/b/servicemanager/archive/2009/12/13/requesting-input-from-user-about-an-incident.aspx

    the difference is that this one doesnt require any custom MPs to be imported, it just uses the existing workflow framework. So, whats the difference? why would a solution need a custom MP if its achievable without?

    Cheers!


    Have you tried turning it off and back on again?
    Thursday, September 22, 2011 10:15 AM
  • I find it quite frustrating that Service Manager doesn't come with some basic email notification system built in. surely anyone using this software needs, at the very least, basic email notifications. I have had to spend a lot of time working out how to get Service Manager to send and receive even the most basic of emails, when it really should be ready out of the box.

    Additionally, having to code these features in myself decreases reliability and robustness of the overall product. It's like buying a new car, collecting the keys, then being informed that you have to build your own transmission, using disparate blogs spread across the internet as your only guidance.

    Frankly it just makes the product feel unfinished. I sincerely hope MS sort this out in the next update and at least provide the basic email functions, to save a lot of people a lot of headaches.

    /rant over.

    I'm marking Marcel's post as most helpful. Thanks as always.

    EDIT - I've un-marked Marcel's answer, see following post for details.


    Have you tried turning it off and back on again?
    Thursday, September 22, 2011 1:12 PM