SR reject notifications RRS feed

  • Question

  •  Hi, friends. I have SCSM 2012 R2 installed. And i am creating a simple service request with two activity.

     First RA has two rewievers and MA is for Administrator.

     I need email notification for user, whitch created SA if somebody of rewievers reject it.

     And user needs to know who of rewievers reject his request.


     Dear, {SA initiator}. Your request was rejected by {One of rewievers name}.

             But in templates i can't find this parameters. May be i need to use orchestrator? But how?

    Help me please and sorry for my English. 

    Friday, June 27, 2014 9:54 AM


All replies

  • You can use Orchestrator for this, I did and it works great.


    1. Monitor Object (monitor for review activities changing)
        Class = Review Activity
        Trigger = Updated
        Filter= Status - Does not equal Pending

        Link Criteria:
        Status from Monitor Object equals Failed or
        Status from Monitor Object equals Completed

    2. Get Relationship (to retrieve the parent service request)
        Class = Review Activity
        Object Guid = subscribe to {SC Object Guid from "Monitor Object Activity"}
        Related Class = Service Request

    3. Get Object (load the parent request)
        Class = Service Request
        Filter = SC Object Guid Equals {Related Object Guid from "Get Relationship"}

    4. Compare Values (check to see if the request loaded)
        Tests That = {SC Object Guid from "Get Object"} is empty

        Link criteria:
        Comparison result from Compare Values equals false

    5. Get Relationship (get related users)
        Class = Service Request
        Object Guid = {Related Object Guid from "Get Object"}
        Related Class = Active Directory User

    From here on, there are two paths that are nearly identical.  One for the affected user, one for the assigned user.

    6. Compare Values (to pull users out of relationships)
        Tests that {Relationship Class from "Get Relationship"} is equal to
        Path One - Affected User
        Path Two - Assigned To User

        Link Criteria
        Comparison result from Compare Values (users) equals true

    7. Get Object (load the info from SCSM on the users)
        Class = Active Directory User
        Filter = SC Object Guid Equals {Related Object Guid from "Get Relationship"} (users)

    8. Get User (Active Directory IP, to get their email address, also ensures that this is an actual live user with an  actual email address)
        Filters = User Principle Name Equals {UPN from "Get Object"} (user)
        *** I user the UPN as groups and distribution lists do not have a UPN, only users will

    9. Compare Values (here is another split in the path, used to determine if it was approved or disapproved)
        Test that {Status from "Monitor Object"} is equal to Completed
        Completed = Approved
        Failed = Rejected

        Link Criteria - Approved = Comparison result from Compare Values (Approval) equals true
        Link Criteria - Rejected = Comparison result from Compare Values (Approval) equals false

    10. Send Mail
        Subject and message are up to you
        Recipients = {email from "Get User"}

    By the end of the paths, you should have four different Send Emails, an approval and rejection email for both the Assigned User and the Affected User.

    Hope this helps to get you started.

    Monday, June 30, 2014 6:22 PM
  • Hi, Foothill1. Thank you for your detail answer!

    I am new in Orchestrator and tell me pls:

    1) Then i need to put this runbook as a runbook action in scsm between my two activity's?

    2) At 6-th, affected user and Assigned to user are variables or i need to write it manualy?

    Sorry for my stupid questions:)

    Wednesday, July 2, 2014 7:17 PM
  • You do not need to add this into SCSM.  Just create the runbook on Orchestrator, check it into your Orchestrator server, and click run.

    There are only two kinds of comparisons in Orchestrator, numerical and string.  Those are strings that you will have to enter yourself into the two Comparison Activities.  They are the names of the relationship classes for the Affected and Assigned users.


    Also, if you did not know, the places for 'Link Criteria' can be set by double-clicking the link in-between runbook activities.

    • Edited by Foothill1 Wednesday, July 2, 2014 7:39 PM
    Wednesday, July 2, 2014 7:38 PM
  •  One question more pls. In email body how i can insert "rejected by {One of rewiever, who rejected activity}".

     In whitch step we a name of pearson, whitch reject SR?

    Monday, July 14, 2014 2:14 PM
  • Maybe these blog posts are helpful:

    Both posts explaining how to notify the requester if a SR is rejected.

    Andreas Baumgarten | H&D International Group

    Monday, July 14, 2014 2:52 PM
  • Hi Andreas, 

    I just read your Post and the article you have shared, i have created the same runbook. But my monitor object is not capturing Failed review activity event. its stuck at monitoring only. is there anything i should chaeck.

    Monday, December 30, 2019 1:45 PM
  • How the configuration of the Monitor activity looks like?

    Without details of the configuration of your activities and links in the runbooks it's hard to help.


    Andreas Baumgarten

    Monday, December 30, 2019 2:08 PM
  • below is my runbook and its activity config

    Monday, December 30, 2019 2:18 PM
  • i just created Service request and its Approval Activity make failed. but its not capturing that event. even if i awaited for long time.

    i am expecting this runbook to handle all failed review activities in every day. but dont know whats wrong with it

    Monday, December 30, 2019 2:20 PM
  • its not even triggered at 1st Activity "Monitor Object"
    Monday, December 30, 2019 2:23 PM
  • The runbook is checked in and running?

    In the Log section is a "Monitor Object" job instance running all the time?  

    The connection is working (SCSM Server, account used for the connection)?

    Any other runbooks with "Monitor Object" is running without any problem?

    All Orchestrator services are running on all SCORCH servers?

    Andreas Baumgarten

    Monday, December 30, 2019 2:46 PM
  • Yes everything is running and runbook is checked in

    this is the only monitor Job activity i do have.

    Monday, December 30, 2019 2:49 PM
  • Even if i do runbook tester its not actually move ahead of Monitor Object
    Monday, December 30, 2019 2:50 PM
  • The Runbook is "Checked in" and you clicked on "Run" for this runbook? 

    You have to re-trigger the Review Activity again every time you are testing -> For instance by changing the status from "in Progress" to "Failed" every time you want the Monitor Object activity triggered. 

    1. Open the Runbook in Runbook Tester and click on "Run".

    1.a.The Runbook should start the "Monitor Object" activity and wait.

    2. Change the Status of the Review Activity from "in Progress" in Failed"

    3. The Runbook in the Runbook Tester should now move forward with the next activity.

    Andreas Baumgarten

    Monday, December 30, 2019 3:03 PM
  • my Concern is when runbook is checked in,

    i am now following up above steps for runbook tester (i believe it will work)

    will update you shortly

    Monday, December 30, 2019 3:13 PM
  • meanwhile one more question,

    Considering production scenario, what in case if this runbook is triggered by one review activity and at the same time one more review activity got failed, so while executing for earlier failed Review activity, will this runbook missed parallel review activities which may get failed. 

    in short is this solution is correct for parallel review activities which may get failed in pick hours. 

    Monday, December 30, 2019 3:16 PM
  • No problem with more than one "failed activity".

    SCORCH handles the Monitor Activities the following way:

    1. Runbook is checked in
    2. You click on "Run" in the RB Designer for this runbook

    A Job Instance of the Runbook is started with the "Monitor Activity" running and listening on the criteria (in you case Review Activities updated with the status "Failed"). The intervall you can configure in the SCSM connection settings in SCORCH. 

    If the criteria is met:

    1. SCORCH will start a new Job Instance of the Runbook -> Monitor Object is running and waiting. This makes sure no updated and failed Review Activity is missed.
    2. The first startet Job Instance of the Runbook will be process the activities after the Monitor Object activity.

    It might happen that you have more than one Job Instance triggered (because of more than 1 or 2 updated and failed Review Activities). SCORCH won't miss them but the Job Instances will work with this by default in sequential order. So one Job Instance after the other will be processed until all Job Instances are completed ... beside one Job Instance that is listening with the Monitor Activity.   

    Hope this helps.

    Andreas Baumgarten

    Monday, December 30, 2019 3:31 PM
  • Hi Andreas,

    Runbook tester worked well as expected, but still when "monitor object" was on listening mode i hit F5 then it went ahead, now dont know whether its a co-incidence or not. but then why its not working when its in Checked in mode.

    Monday, December 30, 2019 3:35 PM
  • ok and i will follow your configuration note for handling multiple job instance in production case.

    hope this checked in time issue gets resolved

    Monday, December 30, 2019 3:36 PM
  • and where is that configuration At Service manager Console ? At connector, i have not found ant setting in below connector

    or at runbook designer? at runbook property ?here i can see max no of simultaneous jobs

    Or at runbook designer Connector with SCSM

    Monday, December 30, 2019 3:48 PM
  • It's the Polling interval (10 seconds by default which is really ok) in the SCSM Connection Settings in the Runbook Designer (your last screenshot).

    I would not recommend a smaller intervall because this will increase just the workload on SCSM and SCORCH.

    Andreas Baumgarten

    Monday, December 30, 2019 5:00 PM
  • Hi Andreas,

    but after checked in its still not working. i have even restarted the server.

    Tuesday, December 31, 2019 12:11 PM
  • The Runbook in the Runbook Designer looks like this?

    How did you configure the value of the Monitor Object criteria? You selected "Failed" from the list or did you wrote manually "Failed" in the Value field?



    Andreas Baumgarten

    Tuesday, December 31, 2019 2:12 PM
  • Anything on the "Log History" Tab of the Runbook?

    Andreas Baumgarten

    Tuesday, December 31, 2019 2:19 PM