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Notification of input in incident when analyst add coments RRS feed

  • Question

  • We are a reseller using SM for clients. I need to set up that when one of our support analyst enters details in the comments field our end user is noitified of these comments. I have tried to set up a work flow to do this. I cannot work out which fields to use. can someone please help


    Glen Monks
    Tuesday, May 10, 2011 10:56 AM

Answers

  • This blog post from Traviy may help:

    Notifying the Affected User When the Analyst Has Updated the Action Log


    Andreas Baumgarten | H&D International Group
    Tuesday, May 10, 2011 11:25 AM
  • I didn't tested the XML management pack in the blog post yet. But related to the sentence of Travis  "In the MP XML below I've created a notification subscription that will send a notification to the affected user whenever the action log has an analyst comment added to it. " it should work the way you want/need.

     


    Andreas Baumgarten | H&D International Group
    Tuesday, May 10, 2011 4:16 PM

All replies

  • notification by email please
    Glen Monks
    Tuesday, May 10, 2011 10:57 AM
  • This blog post from Traviy may help:

    Notifying the Affected User When the Analyst Has Updated the Action Log


    Andreas Baumgarten | H&D International Group
    Tuesday, May 10, 2011 11:25 AM
  • Thank you, I have read both pages but do not see an answer to my issue. I need to update the affected user with an email when the analyst in the SM console updates the action log
    Glen Monks
    Tuesday, May 10, 2011 12:28 PM
  • I didn't tested the XML management pack in the blog post yet. But related to the sentence of Travis  "In the MP XML below I've created a notification subscription that will send a notification to the affected user whenever the action log has an analyst comment added to it. " it should work the way you want/need.

     


    Andreas Baumgarten | H&D International Group
    Tuesday, May 10, 2011 4:16 PM
  • Yes I saw that Thanks. Is that the only way? it looks a living nightmare for something that should be out of the box functionality!!!
    Glen Monks
    Tuesday, May 10, 2011 4:24 PM
  • Creating a relationship subscription is only possible currently in the MP XML.
    Monday, May 16, 2011 6:59 PM