Expected resolution date in user notification RRS feed

  • Question

  • Hi,

    I'm new to but am currently implementing SCSM 2012 and like many others find the lack of basic email functionality a major hole in the product. Anyhoo, enough ranting....my problem is:

    When creating the template to notify the end user of an expected resolution date to either the incident or service request I cannot get the date to display no matter what criteria I use so basically I get along the lines of:

    Thank you for your email blah blah blah

    Your request number is 0000
    Your request is assigned to Joe Bloggs
    Your request priority is whatever
    The expected resolution date is BLANK

    I have tried every available criteria but still get the same result.
    Any pointers would be a Godsend.


    Tuesday, January 6, 2015 6:02 PM

All replies

  • Can you perhaps show the code?


    Tuesday, January 6, 2015 8:34 PM
  • Hi,

    In addition, I would like to suggest you setup your Service Level Objectives, it is very easy to notify the users before the SLA is breached.

    Please go through the links below for more details:

    Notifying before SLA breaches


    Managing Incident Resolution SLAs in Service Manager



    Yan Li

    Please remember to mark the replies as answers if they help and unmark them if they provide no help.

    Wednesday, January 7, 2015 2:17 AM
  • Hi,

    It seems that the topic starter uses Target Resolution Date for the expected resolution date and SLOs. If yes, he has to change the criteria for the notification. To be more specific, we need to know the SLO details and current notification criteria.

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    Wednesday, January 7, 2015 3:12 AM
  • Hi, thanks for the response, code as below:

    Please review the information below. If you have any questions please contact the IS Service Desk.
    The IS Team Member that your call has been assigned to is : $Context/Path[Relationship='CustomSystem_WorkItem_Library!System.WorkItemAssignedToUser' TypeConstraint='CustomSystem_Library!System.User']/Property[Type='CustomSystem_Library!System.User']/FirstName$ $Context/Path[Relationship='CustomSystem_WorkItem_Library!System.WorkItemAssignedToUser' TypeConstraint='CustomSystem_Library!System.User']/Property[Type='CustomSystem_Library!System.User']/LastName$</br>
    The Service Incident priority is : $Context/Property[Type='CustomSystem_WorkItem_Library!System.WorkItem.TroubleTicket']/Priority$</br>
    The expected due date is: $Context/Property[Type='CustomSystem_WorkItem_Library!System.WorkItem.TroubleTicket']/ResolvedDate$

    Please bear in mind this is just the latest code tried for the expected due date field so no surprises if it's incorrect. I have tried every other available option when creating the notification

    Wednesday, January 7, 2015 11:03 AM
  • The property is called TargetResolutionTime

    But it needs to be calculated first, hence you need to do two Things. First go to administration->Settings->Incident Settings

    Is the priority calculation set? It will default to 9 if nothing is set.

    Next how about Resolution Time? If nothing is entered it cannot calculate one.

    Also install SCSM Email Template Tester from SCSM Solutions. That way you can test your email templates right away.


    And do restart the console afterwards. The incident form doesn't know about the changes you made before it is restarted. Workflows will pick this up eventually though.


    Wednesday, January 7, 2015 11:16 AM
  • ResolvedDate is a time when the incident is marked as Resolved.

    Site: www.scutils.com  Twitter: LinkedIn: Graveyard:

    Wednesday, January 7, 2015 11:19 AM
  • Priority and resolution times are set ok.

    Template tester is already installed. 

    TargetResolutionTime property is nowhere to be seen.

    Wednesday, January 7, 2015 12:36 PM
  • It doesn't appear in the incident form either?


    Wednesday, January 7, 2015 12:37 PM
  • Sorry, I should have been clearer.

    That property is not in the options when adding criteria.

    Wednesday, January 7, 2015 5:02 PM
  • What class is the template based on then?


    Wednesday, January 7, 2015 6:19 PM
  • I'm creating this for incidents initially but it will be the base template for service requests as well.

    If there's a code snippet to add this to the MP that would be great but so far no luck in finding one and as XML isn't a strong point of mine I wouldn't know where to start with the manual coding.

    Thursday, January 8, 2015 9:56 AM
  • I think you need to supply some screenshots because it doesn't make sense that you cannot choose TargetResolutionTime if you have targeted the email template at the incident class.

    Also service request and incident request shares only the abstract workitem class, hence there are many properties that are different. When you say use it as base template the wording (English or whatever language) can be reused but you should re-insert all properties as they all Refer to specifik management packs using an alias. The alias is the text before a ! (Exclamation mark), and if the MP that you save the template to does not have those references with that exact alias it wont Work just copy pasting the code. Duplicating the template wont Work because you cannot change the target class.

    What you are trying to do should be possible just using the console.


    Thursday, January 8, 2015 10:02 AM
  • Hi Anders,

    Yes you're correct, the wording only would be used as a base template and the properties would be created as required. I'll get some s/shots together which show the issue.



    Thursday, January 8, 2015 12:16 PM