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Notification Failed RRS feed

  • Question

  • ello Team

    I have the following environment

    3 host with the following configuration

    - Host 1 SCSM 2012 R2

    - Host 2 SQL Server 2012

    - Host 3 Data Warehouse

    We have several templates in use, but do not get notifications users help desk when a case is opened by the SCSM Portal

    From host SCSM to make telnet server to Exchange and respond without problems.

    It has conducted several tests and reconfigurations channel for sending notification without success.

    Also it has made the configuration process step by step connector and send an email to the Workflow service account, if you receive emails and open tickets, but do it through the portal SCSM messages fail to help desk

    There where some logs to verify that the messages are generated when a case is opened by SCSM Portal.

    Thanks for your help.

    Regards

    Sebastian

    Thursday, October 8, 2015 9:08 PM

Answers

  • Hi Sebastian,

    have you configurted a workflow or a subscription for the respective templates? You need one of both in order to trigger the notification when you create a work item over the portal. My recommendation is to look at the following part "13) Configure Workflows (auto assign default incoming template)"

    from the follwoing article:

    Service Manager 101 - Focus on Incident Management
    http://blogs.technet.com/b/antoni/archive/2012/08/13/service-manager-101-part-1-incident-management.aspx

    The article gives a great overview of the baisc settings related to Incident Management. The same approach (configure a workflow to notify a user when a SR is created over the portal) of course applies to Service Requests also.

    Hope this helps. Regards,


    Stoyan (Please take a moment to "Vote as Helpful" and/or "Mark as Answer" where applicable. This helps the community, keeps the forums tidy, and recognizes useful contributions. Thanks!)

    Friday, October 9, 2015 2:51 PM