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Notifying the Affected User When the Analyst Has Updated An Incident

    Question

  • I have a request to send notifications to the affected user each time an analyst updates the incident. How can this be done in Service Manager 2016?

    Mike Maggio


    Mike Maggio

    Tuesday, May 1, 2018 2:27 PM

Answers

  • Hi Mike,

    maybe you need to adjsut something in the code, hence the error...
    I would definetely agree that the Cireson app is also the answer. That is why I labeled it as "the easiest way" :)

    Try it, I thnik will meet your expectations. 

    Post back with the ourtcome. Thanks,


    (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!) Blog: https://blog.pohn.ch/ Twitter: @StoyanChalakov

    • Marked as answer by Mikemaggio Wednesday, May 2, 2018 11:38 AM
    Wednesday, May 2, 2018 7:37 AM
  • Hi Mike,

    the easiest way would be if you follow the sections 11 through 14, configure the templates and workflows only for the Affected User (end user). Here the link:

    Service Manager 101 – Focus on Incident Management

    Please take your time to read all the info from this particular blog post as the re essential for Incident Management with SCSM.

    Will wait for your feedback. Thanks,


    (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!) Blog: https://blog.pohn.ch/ Twitter: @StoyanChalakov

    • Marked as answer by Mikemaggio Tuesday, May 15, 2018 2:08 PM
    Monday, May 14, 2018 3:33 PM
  • Hi Mike, 

    I had to formulate this in a more clear way: 

    - if you need to subscribe to Incident updates, thne you need to pick the "when an object of the selected class is updated" option and you have to specify under which conditions the workflow should fire (what has to be updated so that the workflow triggers)

    - But if you need to get the comments send by mail, then the  'When an object of the selected class is created' option and the target class should be “Trouble Ticket Analyst Comments", like described in the following article, under "Step 2: Creating the Notification workflow (subscription)":

    How to configure notifications for assignment/re-assignment as well as action log and user comment updates for Incidents and Service Requests in SCSM

    Let me know of this makes it a bit claerer. 

    Thanks,


    (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!) Blog: https://blog.pohn.ch/ Twitter: @StoyanChalakov

    • Marked as answer by Mikemaggio Thursday, May 17, 2018 3:15 PM
    Wednesday, May 16, 2018 11:18 AM

All replies

  • Hi Mike,

    this is the easiest way:

    Notify Analyst – Community FREE

    One of the features is:

    "Provide End Users immediate email visibility as a Work Item is updated"

    Take a look at it, I am curious if this meets the requirements. 

    Of course, you can create your own MP to accomplish this. The approach is the same as in SCSM 2012 and here you will find a very nice overview of the options you have (amongst those is also the cireosn notify Abalyst app):

    SCSM ASSIGNMENT/RE-ASSIGNMENT NOTIFY OPTIONS

    The configuration essence is in the two Technet Blog articles, referenced in the first caption:

     Custom notification workflow on incident assignment or re-assignment

    Hope this helps you.


    (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!) Blog: https://blog.pohn.ch/ Twitter: @StoyanChalakov


    Tuesday, May 1, 2018 3:31 PM
  • Thank you  Stoyan.  I've seen this option but when I copied and pasted the xml code and tried to import it, I got an error which I could not figure out. Something about an error on line one, position 33. 

    But the free Cireson app seems to have the answer as well, don't you think?

    Mike


    Mike Maggio

    Tuesday, May 1, 2018 3:40 PM
  • Hi Mike,

    maybe you need to adjsut something in the code, hence the error...
    I would definetely agree that the Cireson app is also the answer. That is why I labeled it as "the easiest way" :)

    Try it, I thnik will meet your expectations. 

    Post back with the ourtcome. Thanks,


    (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!) Blog: https://blog.pohn.ch/ Twitter: @StoyanChalakov

    • Marked as answer by Mikemaggio Wednesday, May 2, 2018 11:38 AM
    Wednesday, May 2, 2018 7:37 AM
  • Thanks Stoyan. I'm going to try it out today.


    Mike Maggio

    Wednesday, May 2, 2018 11:39 AM
  • Hi Stoyan:

    I just realized that the Cireson solution is to notify analysts when a ticket has been updated. We want to be able to notify users. Is there a way to do that?

    Mike


    Mike Maggio

    Wednesday, May 2, 2018 3:03 PM
  • Hi Stoyan:

    I just realized that the Cireson solution is to notify analysts when a ticket has been updated. We want to be able to notify users. Is there a way to do that?

    Mike


    Mike Maggio

    Hi Mike, 

    what does then this mean (from the solution's features):

    "Provide End Users immediate email visibility as a Work Item is updated"

    I will try some nice guide for you. It is not that complicated. Will catch up with this later.

    Regards,


    (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!) Blog: https://blog.pohn.ch/ Twitter: @StoyanChalakov

    Wednesday, May 2, 2018 3:30 PM
  • Hi Stoyan:

    Have you been able to put together a little guide for me yet?

    Mike


    Mike Maggio

    Monday, May 7, 2018 3:10 PM
  • Hi Mike,

    I will be able to write you a guide around the end of the week. Is this ok for you?

    Regards,


    (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!) Blog: https://blog.pohn.ch/ Twitter: @StoyanChalakov

    Monday, May 7, 2018 3:55 PM
  • Whenever you can. I appreciate it.

    Mike


    Mike Maggio

    Monday, May 7, 2018 3:56 PM
  • Hi Mike,

    the easiest way would be if you follow the sections 11 through 14, configure the templates and workflows only for the Affected User (end user). Here the link:

    Service Manager 101 – Focus on Incident Management

    Please take your time to read all the info from this particular blog post as the re essential for Incident Management with SCSM.

    Will wait for your feedback. Thanks,


    (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!) Blog: https://blog.pohn.ch/ Twitter: @StoyanChalakov

    • Marked as answer by Mikemaggio Tuesday, May 15, 2018 2:08 PM
    Monday, May 14, 2018 3:33 PM
  • Hi Stoyan:

    Thank you very much. This worked for me. But is there a way where we can include the analyst's comment in the email notification?

    Mike


    Mike Maggio

    Tuesday, May 15, 2018 2:08 PM
  • Actually, it only works on entering an initial comment. Additional comments do not send a notification.

    Mike Maggio

    Tuesday, May 15, 2018 2:23 PM
  • Hi Mike, 

    actually it should work on every update of the Work Item. Did you select "when an object of the selected class is updated" in the drop down section?

    Regards,


    (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!) Blog: https://blog.pohn.ch/ Twitter: @StoyanChalakov

    Tuesday, May 15, 2018 2:46 PM
  • Hi Stoyan:

    Thank you very much. This worked for me. But is there a way where we can include the analyst's comment in the email notification?

    Mike


    Mike Maggio

    Hi Mike,

    regarding the commnent itself: you can add it by following this guide (it also applies for SCSM 2016):

    Sending out the most recent Analyst Comment from the Action Log in Service Manager 2012

    This should do the job. Post back if it really did :) Thnaks.

    Regards,


    (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!) Blog: https://blog.pohn.ch/ Twitter: @StoyanChalakov

    Tuesday, May 15, 2018 2:49 PM
  • Ah no, I selected periodically notify when objects meet a criteria. I'll go reconfigure.

    Mike Maggio

    Tuesday, May 15, 2018 2:50 PM
  • HI Stoyan:

    When I select "when an object of the selected class is updated" it gives me the change Changed from and Change to criteria but I don't see anything related to comments. I have selected Incident as the targeted class.


    Mike Maggio

    Tuesday, May 15, 2018 3:14 PM
  • Hi Mike, 

    I had to formulate this in a more clear way: 

    - if you need to subscribe to Incident updates, thne you need to pick the "when an object of the selected class is updated" option and you have to specify under which conditions the workflow should fire (what has to be updated so that the workflow triggers)

    - But if you need to get the comments send by mail, then the  'When an object of the selected class is created' option and the target class should be “Trouble Ticket Analyst Comments", like described in the following article, under "Step 2: Creating the Notification workflow (subscription)":

    How to configure notifications for assignment/re-assignment as well as action log and user comment updates for Incidents and Service Requests in SCSM

    Let me know of this makes it a bit claerer. 

    Thanks,


    (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!) Blog: https://blog.pohn.ch/ Twitter: @StoyanChalakov

    • Marked as answer by Mikemaggio Thursday, May 17, 2018 3:15 PM
    Wednesday, May 16, 2018 11:18 AM
  • Hi Stoyan:

    That was clear and I got it to work thanks to your instructions.

    Thanks so much.

    Mike


    Mike Maggio

    Thursday, May 17, 2018 3:15 PM
  • Hi Mike,

    glad that I could help! :)

    Regards,


    (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!) Blog: https://blog.pohn.ch/ Twitter: @StoyanChalakov

    Friday, May 18, 2018 9:07 AM