How to notify Analyst? RRS feed

  • Question

  • There is a button "Assign to analyst" in incident management.

    In other service management systems, when I click on such a button, then it lets me write some notification to the analyst, like "Please hurry, this is the boss's PC" or "Check the motherboard, probably it is defected".

    But in SCSM when I click on "Assign to analyst" butto, there is no possibility to insert notes. I need a solution to this problem, do you know any?

    My first idea was, to create a notification which would go out to the analyst, when a new incident is assigned to him, and it would contain the latest Action Log. So the assigner would be able to leave a message in the action log, and that message would be included in the notification template. But I cannot realize this, because I cant insert the "latest action log" into the template, do you know how to do this?
    Friday, March 12, 2010 12:22 PM


  • You can insert the whole action log into a notification email as a semicolon delimited list but you cannot specify the last item (I too miss that functionality). 
    Friday, March 12, 2010 12:30 PM