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Notification if no action has been taken for an incident RRS feed

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  • Maybe this powershell script might help to get the information (you need the smlets for this: http://smlets.codeplex.com/ ):

    #Import SMlets
    Import-Module SMlets -Force
    # get the inactive incidents (days.hours:minutes:seconds)
    $Incidents = Get-SCSMIncident -Status Active -InactiveFor 0.01:00:00
    # list the incidents
    $Incidents |Format-Table Id, Lastmodified, Status
    # count the incidents
    $Incidents.count
    

    Another part of the powershell script could be something like this to send an email:

    Foreach ($IM in $Incidents)
    {
    $emailFrom = "helpdesk@yourdomain.net"
    $emailTo = "incidentmanager@yourdomain.net"
    $subject = "Regarding the Incident ["+$IM.ID+"]"
    $body = "place your mail text here"
    $smtpServer = "mailserver.yourdomain.net"
    $smtp = new-object Net.Mail.SmtpClient($smtpServer)
    $smtp.Send($emailFrom, $emailTo, $subject, $body)
    }
    

    You can schedule this powershell script in a workflow (once a day, once an hour, ...).

    I am prefering the "InactiveFor" property of an incident instead of "the age of the last actionlog entry" because maybe someone is working on the incident (adding something in the description, new classification , .... ) without adding something in the action log. 


    Andreas Baumgarten | H&D International Group
    Tuesday, August 2, 2011 12:41 PM
  • Hi Andreas,

    Thanks a lot for your response.  What we want to achive is that after an incident has been created, the help desk support should make an initial response to the customer within in one hour after the incident has been created (e.g. contact the customer to get more information so that the customer knows that someone is working on the incident).  If support person failed to response to the customer within one hour after the incident has been created, the service manager should generate a notification to the manager.  So we only concentrate on the initial response at this stage.   The Powershell is able to list incient that is not inactive for a certain time, but inactive does not necessary means that the support person is not currently working on that incident.  This may cause some confusion on whether an incident is really being left out or is in the process of being resolved.   Need to find a way to monitor the time between when the incident was created and the time of first response for that incident.  This may help with trigger the notification if the time is more than 1 hour.

    Regards

    Winnie

    Wednesday, August 3, 2011 1:55 AM
  •  Is it possible to list the incidents that are inactive x minutes after it has been created or assigned to a analyst?
    Wednesday, August 3, 2011 4:04 AM
  • Hi,

    This script list all incidents that have not been actioned in the mentioned time, doesn't matter that had already been assigned to an analyst. We'd like to get incidentes that have not been actioned in the specific time after been created and that have not been assigned also.  Could you please add to the script the conditional "assigned to" equal to "empty" .  Something like that :)

    Best Regards.

    Rafael.

     

     


    Thursday, September 1, 2011 2:32 PM
  • There is a great blog post from Patrik Sundqvist: with a solution for "Not assigned incident notification"

    Response Time SLA Management in Service Manager

     


    Andreas Baumgarten | H&D International Group
    Thursday, September 1, 2011 7:12 PM