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Notify the old owner of an incident on incident re-assignment RRS feed

  • Question

  • Hi,

    is it possible to notify the previous incident owner after the incident has been re-assigned? If for example I have an incident assigned to me and somebody takes its ownership I would like to be notified that I am no longer the owner of it. Is this possible with SCSM?

    Thanks in advance!

    Tony

    Thursday, March 24, 2016 4:31 PM

Answers

All replies

  • It's possible, yes, but not from the console.

    https://blogs.technet.microsoft.com/servicemanager/2009/12/15/custom-notification-workflow-on-incident-assignement-or-re-assignment/

    Thursday, March 24, 2016 4:53 PM
  • Hi,

    You can also check out the links below. Its include all assignment notification options.

    http://www.buchatech.com/2013/10/scsm-assignmentre-assignment-notify-options/

    Fırat

    Thursday, March 24, 2016 5:48 PM
  • Hi Aaron,

    thanks for the link. I have already imported the MP and I am notifying both affected user and the assigned to user, but I still don't understand how to notify the previous owner of the work item and this was the major requirement :(

    Currently I have included two notifications within the same workflow:

    <WorkflowParameters>
    
                     <WorkflowArrayParameter Name="InstanceIds" Type="guid">
    
                       <Item>$Data/BaseManagedEntityId$</Item>
    
                     </WorkflowArrayParameter>
    
                     <WorkflowParameter Name="NotificationRulesEnabled" Type="boolean">True</WorkflowParameter>
    
                     <WorkflowArrayParameter Name="NotificationTemplates" Type="guid">
    
                       <Item>92d3d944-8dd9-474d-33d8-254701e5691c</Item>
    
                       <Item>50dc32c2-6517-e9ea-dd99-0455383cab17</Item>
    
                     </WorkflowArrayParameter>
    
                     <WorkflowArrayParameter Name="UserAliasOrRelationships" Type="string">
    
                       <Item>dff9be66-38b0-b6d6-6144-a412a3ebd4ce</Item>
    
                       <Item>15e577a3-6bf9-6713-4eac-ba5a5b7c4722</Item>
    
                     </WorkflowArrayParameter>
    
                   </WorkflowParameters>

    How can I modify it to be able to notify also the Previous Owner of the WI? I suppose I have to include the GUID of the previous owner under the "UserAliasOrRelationships" section, but how can I find it? Should I paste the GUID of the respective template under the existing two GUIDS as well?

    Thanks, Tony


    Wednesday, March 30, 2016 3:40 PM
    • Marked as answer by Tony Sm(IT)h Thursday, March 31, 2016 11:24 AM
    Thursday, March 31, 2016 9:35 AM
  • Hi Marat,

    you guys are great, this is exactly what I'm looking for. I have a simpple additional question:

    Where is the difference between the post you recommended and this one:

    How to inform ex-AssignedTo analyst about the withdrawal
    http://www.scutils.com/blog/scutils-blog/system-center-2012-service-manager/how-to-inform-ex-assignedto-Analyst

    Is only the approach different (related item from the deleted relationship in the first case and Powershell in the other)?

    Many thanks again in advance!

    Cheers,

    Tony


    Thursday, March 31, 2016 11:24 AM
  • Hi Marat,

    is the .zip file from your post still available? Unfortunately I cannot download it.... :( It seems that there is a Problem with the download. Can you help me out?

    Thanks!


    Thursday, March 31, 2016 11:32 AM
  • Hi Tony,

    Link is fixed!

    Thursday, March 31, 2016 12:35 PM
  • Thanks, Yuriy,

    I have downloaded it now. Thanks for the great support!

    Cheers,

    Thursday, March 31, 2016 12:39 PM
  • Hi Tony,

    Yes, indeed, the result is the same but the approach is a bit different.


    Cheers,
    Marat
    Site: www.scutils.com  Twitter: LinkedIn: Graveyard:

    Friday, April 1, 2016 4:18 AM