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comment update notification RRS feed

  • Question

  • Hi guys,

     

    I'd like to create a notification that alerts a technician whenever a ticket assigned to them is updated by another technician. Is this possible?

     

    Thanks a lot,

    Monday, June 6, 2011 6:58 PM

All replies

  • Hey

    Check this article --> http://blogs.technet.com/b/servicemanager/archive/2009/12/15/custom-notification-workflow-on-incident-assignement-or-re-assignment.aspx

    regards
    Marcel


    SCSMfaq - http://blog.scsmfaq.ch ##### Microsoft Virtualization and Systems Management Partner - http://www.itnetx.ch
    Monday, June 6, 2011 7:26 PM
  • Hi Marcel,

     

    This notification alerts a technician when a ticket is reassigned to them. What I'm looking for is a notification that goes out to a technician when a ticket is updated by another technician... Thanks..

    Monday, June 6, 2011 7:29 PM
  • Hey

    ah ok, this will be a bit harder because you dont want to create a notification when the analyst that has the ticket assigned updates the ticket but only when someone else updates it. Needs some investigation. Maybe someone else has already an answer for this.

    regards
    Marcel


    SCSMfaq - http://blog.scsmfaq.ch ##### Microsoft Virtualization and Systems Management Partner - http://www.itnetx.ch
    Monday, June 6, 2011 7:34 PM
  • Thanks Marcel.. As much as I like SM, there are so many simple things that are almost impossible if not impossible to do.. sighhh..
    Monday, June 6, 2011 7:56 PM
  • You can create a relationship subscription to send a notification when an analyst comment is added.  What you cannot do however, is only send the notification when someone besides the assigned analyst adds the comment.  Its either all or nothing.
    Wednesday, June 8, 2011 8:12 PM
  • It would be possible if you could use Generic property values in workflow subscription criteria but for some reason they don't work (the MP will import but the workflow will never trigger).
    Wednesday, June 8, 2011 9:49 PM