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Send email to Affected user and Supervisor RRS feed

  • Question

  • Hello,

    For certain Incident Requests we would like the ability to send an email to the Affected User and also their supervisor or co-worker once the respective incident has been completed. We have a number of staff members that job share so we would like to keep both users in the loop when an incident that may affect both users has been resolved.

    Can anyone advise a way for us to achieve this?

    Thanks for your time


    Thursday, November 6, 2014 9:02 PM

Answers

  • Probably the easiest way to do this would be to create a notification rule that triggers when an incident is resolved and notifies the affected user that their problem is believed fixed. this is something you should probably just have the system do for all tickets.

    start by building a notification template that you like, and then use that template in a notification subscription.

    a similar process can be done for the Primary Owner, which is often used as either the service desk tech who is responsible for user communocation for the incident or an interested third party, like a manager or coworker.

    you might also want to expose the requested By user relationship and use that as another notified party (System.WorkItemRequestedByUser), but this is more advanced form and workflow XML editing.

    Friday, November 7, 2014 4:46 AM

All replies

  • Probably the easiest way to do this would be to create a notification rule that triggers when an incident is resolved and notifies the affected user that their problem is believed fixed. this is something you should probably just have the system do for all tickets.

    start by building a notification template that you like, and then use that template in a notification subscription.

    a similar process can be done for the Primary Owner, which is often used as either the service desk tech who is responsible for user communocation for the incident or an interested third party, like a manager or coworker.

    you might also want to expose the requested By user relationship and use that as another notified party (System.WorkItemRequestedByUser), but this is more advanced form and workflow XML editing.

    Friday, November 7, 2014 4:46 AM
  • I've found this link quite informative: http://www.scsm.se/?p=948

    You'll need to do some XML hacking to get this subscription to work.  At first glance it seems to be quite complex, but take your time and think your way through what is going on and the simplicity will emerge.

    Tuesday, November 11, 2014 6:22 AM
  • Bear in mind that the users original question was "once the respective incident has been completed", which is a fairly simple criteria to select from the UI (pre status -ne completed -and post status -eq completed).

    the post you reference is for triggering a notification "to Affected User of the parent Work Item of an Activity when the Activity is updated" [Ed: emphasis mine]. this is a very different use case.

    Tuesday, November 11, 2014 4:02 PM
  • Thanks Thomas,

    Yes, we already notify the affected user when the incident is resolved but never thought to use the primary owner for their manager or co-worker. This works great, thanks for your suggestion. 

    Friday, January 2, 2015 4:29 PM