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Notify IR 'Assigned To' when MA is closed workflow RRS feed

  • Question

  • Hi All, 

    I've been setting up a new SCSM 2012r2 environment and am just about ready to go live but I haven't been able to find a way to manage Manual Activity notification.

    What I would like to do is when having IR's which have MA's. When a MA is completed (most likely by a different Analyst to the one 'Assigned To' for the IR) an email is sent to the Analyst who is 'Assigned To' in the IR.

    I've tried to do this by using the Activity Event Workflow Configuration > Manual Activity. By sending notifications to the Assigned To User, but it sends an email to Activity Implementer of the MA not the Assigned to of the IR - which isn't what I want.

    I've also been looking at the Incident Event Workflow Configuration but I can't figure out what event criteria in the Changed From/Changed To would trigger the workflow.

    Has anyone had this situation before and managed to solve it?

    Thankyou,
    Nic
    • Edited by Nic Hannay Sunday, May 24, 2015 3:45 AM
    Sunday, May 24, 2015 3:33 AM

Answers

  • This may be a job for Orchestrator. I'm typing outloud here, but I think what you'd be after is a runbook that looks like...

    1. Monitor Object (Manual Activity updated)
        a. link is Status equals Completed
    2. Get Object (Manual Activity) - pull SC Object GUID from previous step
    3. Get Relationship (MA to IR) - Count not equal to 0
        a. Should return all MAs that have parent IRs
    4. Get Relationship (IR to Assigned To) - Not equal to null
        a. Would verify that the completed MA is actually going to notify someone from the Parent IR
    5. Send Email

    I keep re-reading my above steps and feel as though I'm missing/overlooking something. Thoughts anyone?


    • Edited by Adam_TechNet Sunday, May 24, 2015 7:43 PM
    • Marked as answer by Nic Hannay Wednesday, June 3, 2015 10:59 AM
    Sunday, May 24, 2015 7:42 PM

All replies

  • This may be a job for Orchestrator. I'm typing outloud here, but I think what you'd be after is a runbook that looks like...

    1. Monitor Object (Manual Activity updated)
        a. link is Status equals Completed
    2. Get Object (Manual Activity) - pull SC Object GUID from previous step
    3. Get Relationship (MA to IR) - Count not equal to 0
        a. Should return all MAs that have parent IRs
    4. Get Relationship (IR to Assigned To) - Not equal to null
        a. Would verify that the completed MA is actually going to notify someone from the Parent IR
    5. Send Email

    I keep re-reading my above steps and feel as though I'm missing/overlooking something. Thoughts anyone?


    • Edited by Adam_TechNet Sunday, May 24, 2015 7:43 PM
    • Marked as answer by Nic Hannay Wednesday, June 3, 2015 10:59 AM
    Sunday, May 24, 2015 7:42 PM
  • Thanks Adam, I've been focussing more on ways to do this using SCSM workflows and not orchestrator. I’ll start looking at Orchestrator. Cheers

    Monday, May 25, 2015 8:11 AM
  • I'd suggest a different approach (thou honestly, i'm speculating a bit, since i don't have my lab fired up to test with) and create a notification targeted at the IR, sending a notification to the IR's assigned to user, set to trigger when a contained activities status changes from in-progress to completed, and containing properties of the related child activity. you should be able to create a filter for the child activities status changing fairly easily, and this will probably do everything you need it to. 

    however, i would carefully test against IRs with Multiple MAs attached, since there is likely an issue with the many-to-one nature of the contains activity relationship and complex filters, and you might not end up with the data you want. if you have this issue, consider reformatting your notification to be a general "status of all child activities" type email using the <Group> tag. 

    alternatively, you could create the MA notification per normal, and then manually edit the notification rule's XML, specifically the related user clause to include the parent's work item's assigned to user; however, i suspect this change would mean the notification subscription or workflow would not be editable by the console controls for future changes, or at least that opening the workflow in the console would automatically "fix" the customization. 

    as a last resort, you could extend the IR with custom temporary notification properties, create a custom powershell workflow to copy data from the completed MA to the parent IR in these temporary notification properties, create a notification rule that triggers on one of these properties being set as a "ready for notification" flag and sends out a notice from the IR to the assigned to user containing all the data from the child MA copied into the temporary properties, then resets the notification flag. this would be a more complicated method then using orchestrator, but has the benefit that the only "hidden" part is the custom workflow that copies the data; the data being presented, the notification workflow and the flag properties would all be exposed to any future administrators of SCSM, and even the custom workflow could be investigated once they knew to look for it. 

    Tuesday, May 26, 2015 12:35 PM
  • Hi,

    How about simply to create a custom notification workflow? I've posted a source code of the workflow that sends a notification. It's not completely the same story but changing the logic won't last more than 1-2 hours.


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

    Tuesday, May 26, 2015 3:04 PM
  • Thanks to everyone who offered suggestions. In the end we have setup an orchestrator runbook like what Adam suggested. 
    Wednesday, June 3, 2015 11:01 AM