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Escalation - Notify Assigned User Complete Action Log RRS feed

  • Question

  • I was looking if Complete Action log can be added to email of Assigned Analyst when an Incident is been Escalated.

    - Pradeep


    Pradeep Kuimar

    Thursday, January 30, 2014 7:13 AM

Answers

  • It's not entirely impossible if you can settle with sending only specific type of entries from the actionlog. Here is an example of an email template where just the analyst comments are included:

    

    HTML code of the analyst table:

    <TABLE>
    <TR>
    <TD>Date</TD>
    <TD>Analyst<TD>
    <TD>Comment</TD>
    </TR>
    <Group>
    <TR>
    <TD>$Context/Path[Relationship='WorkItem!System.WorkItem.TroubleTicketHasAnalystComment' TypeConstraint='WorkItem!System.WorkItem.CommentLog']/Property[Type='WorkItem!System.WorkItem.CommentLog']/EnteredDate$</TD>
    <TD>$Context/Path[Relationship='WorkItem!System.WorkItem.TroubleTicketHasAnalystComment' TypeConstraint='WorkItem!System.WorkItem.CommentLog']/Property[Type='WorkItem!System.WorkItem.CommentLog']/EnteredBy$<TD>
    <TD>$Context/Path[Relationship='WorkItem!System.WorkItem.TroubleTicketHasAnalystComment' TypeConstraint='WorkItem!System.WorkItem.CommentLog']/Property[Type='WorkItem!System.WorkItem.CommentLog']/Comment$</TD>
    </TR>
    </Group>
    </TABLE>


    You can then expand it with user comments as well. It won't include the whole log of course, but it might be enough for your requirements.

    Edit:

    There is actually a property called: WorkItem!System.WorkItem.TroubleTicketHasActionLog you could use. This might get you alot of what you need, though I haven't tested it thoroughly

    Sunday, February 9, 2014 2:50 PM

All replies

  • Hi,

    It was possible in SCSM 2010 but in v2012 you can't do it using standard methods. You have to engage Orchestrator or a custom workflow.


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

    Thursday, February 6, 2014 6:39 PM
  • It's not entirely impossible if you can settle with sending only specific type of entries from the actionlog. Here is an example of an email template where just the analyst comments are included:

    

    HTML code of the analyst table:

    <TABLE>
    <TR>
    <TD>Date</TD>
    <TD>Analyst<TD>
    <TD>Comment</TD>
    </TR>
    <Group>
    <TR>
    <TD>$Context/Path[Relationship='WorkItem!System.WorkItem.TroubleTicketHasAnalystComment' TypeConstraint='WorkItem!System.WorkItem.CommentLog']/Property[Type='WorkItem!System.WorkItem.CommentLog']/EnteredDate$</TD>
    <TD>$Context/Path[Relationship='WorkItem!System.WorkItem.TroubleTicketHasAnalystComment' TypeConstraint='WorkItem!System.WorkItem.CommentLog']/Property[Type='WorkItem!System.WorkItem.CommentLog']/EnteredBy$<TD>
    <TD>$Context/Path[Relationship='WorkItem!System.WorkItem.TroubleTicketHasAnalystComment' TypeConstraint='WorkItem!System.WorkItem.CommentLog']/Property[Type='WorkItem!System.WorkItem.CommentLog']/Comment$</TD>
    </TR>
    </Group>
    </TABLE>


    You can then expand it with user comments as well. It won't include the whole log of course, but it might be enough for your requirements.

    Edit:

    There is actually a property called: WorkItem!System.WorkItem.TroubleTicketHasActionLog you could use. This might get you alot of what you need, though I haven't tested it thoroughly

    Sunday, February 9, 2014 2:50 PM
  • Thanks Morten for the update.

    - Pradeep


    Pradeep Kuimar

    Tuesday, February 11, 2014 9:41 AM