Notify based on Support Group instead of Assigned To

Forum: Service Manager

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  • #220152
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    Anonymous

    Is it possible to automate notification of a group of people based on the value in the Support Group field rather than the Assigned To user?

    #220156

    Hi Tom,

    Yes it is possible. You have to have AD group also in order to use the e-mail address for that group for sender address.

    #220157
    Profile photo of Pete Zerger
    Pete Zerger
    Keymaster

    but this will break two-way work item processing through the Exchange Connector for SCSM. It is looking for messages from the Assigned To address, so when an individual analyst responds, it wont pick up the message. In that case, you have to go to Orchestrator.

    #220158
    Profile photo of Pete Zerger
    Pete Zerger
    Keymaster

    And I suspect when you say “Support Group”, you mean the Support Group drop-down in the incident template. To Stan’s point, you will need an e-mail enabled group that corresponds to each of those groups.

    #220495
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    Anonymous

    Yes Pete, that is what I mean actually.

    #220501
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    Blake
    Participant

    In my company I have a subscription which will send out a notification to the group when a new incident is assigned to a support group.  As Pete stated, the Exchange connector looks for the Assigned To user when processing, so to get around this I have an Orchestrator runbook which monitors incidents being updated and will assign to the updater of the incident if it is unassigned.  This allows a tech to reply to the support group email to acknowledge the incident which will also assign it to them.  They can then resolve or further update the incident as the Assigned To user.  The downside to my current runbook is that it looks at ALL incident updates and not only those from the Exchange Connector as I have been unable to get that part to work as of yet.

    #220678
    Profile photo of Pete Zerger
    Pete Zerger
    Keymaster

    Blake, are you saying you are having trouble getting the ‘Monitor Object’ activity to filter down to only work items created through the Exchange Connector?

    #220684
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    Blake
    Participant

    Yes Pete, I was having difficulty finding a way to do that.  Is there a trick there I’m missing?

    #222323
    Profile photo of Pete Zerger
    Pete Zerger
    Keymaster

    trigger based on the template used for work items created by the connector.

    #222324
    Profile photo of Pete Zerger
    Pete Zerger
    Keymaster

    trigger based on the template used for work items created by the connector.

    #224012
    Profile photo of Marat Kuanyshev
    Marat Kuanyshev
    Participant

    Hi,

    I should visit the forum more frequently, guys. Regarding the topic, during the SCSM deployment in our consulting projects we also received the similar requests from our customers and like Blake we used Orchestrator or custom workflow. But we usually engadged a first responce to get an analyst that’s willing to pick up the ticket. Finally we’ve developed a custom email connector (the commercial version of that I shamelessly popularize on this beloved web portal). I personally prefer smtp channel because email is simple, understandable, reliable way to communicate between people and machines (oh, SkyNet is coming…).

    #229821
    Profile photo of Mark Boyer
    Mark Boyer
    Participant

    I’m trying to set this up as well. Can you let me know how you create the subscription to send to the “Support Group” instead of the “Assigned to” user? I’m not seeing the Support Group option in the Related Recipient box. Thanks!

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