Notify a support group with comment update - when IR / SR unassigned

Eugene_Rack

Good afternoon

The notify analyst setting is a great tool for notifying the assigned analyst when there is a comment update. However in our way of working, the IR's / SR's are not assigned to an analyst but just the support group. If a comment update is added while the IR/SR is unassigned nobody gets the update. Our Service Desk Manager has asked if there is a way to notify the support group team members of the comment update if the IR/SR is un-assigned. Before I start looking at a runbook to perform this task was wondering if anyone else has looked at this or has need for this type of process?

Kind regards
Eugene

Tom_Hendricks

This should be possible by setting the subscription criteria for an email notification.  However, you would have to do it directly in the XML, as the SCSM UI is not sophisticated enough for that type of logic.

I do not have enough time right now to provide examples or links, but Travis Wright has blogged about this in the past, as have others.  A google search could turn up some great information on how to do this.

The basic premise would be:

1. Set up your subscription criteria in the UI, to the extent that you are able
2. After saving, export the management pack
3. Edit the management pack.  Per the blogs I alluded to above (maybe another kind soul can post links while I am in meetings!  Or I can add them another time), add another pre and another post critieria:
4. Pre: unary expression that tests that the UserName (or any other...) property of WorkItemAssignedToUser relationship is not null
5. Post: unary expression that tests that the same property of the same relationship is null

Then an email is sent when those before and after conditions are both met, which should mean that you get an email when the work item is unassigned.

Hope this helps!  If nobody else is able to, I will try to provide links to those blog posts later.

Tom_Hendricks

This should be possible by setting the subscription criteria for an email notification.  However, you would have to do it directly in the XML, as the SCSM UI is not sophisticated enough for that type of logic.

I do not have enough time right now to provide examples or links, but Travis Wright has blogged about this in the past, as have others.  A google search could turn up some great information on how to do this.

The basic premise would be:

1. Set up your subscription criteria in the UI, to the extent that you are able
2. After saving, export the management pack
3. Edit the management pack.  Per the blogs I alluded to above (maybe another kind soul can post links while I am in meetings!  Or I can add them another time), add another pre and another post critieria:
4. Pre: unary expression that tests that the UserName (or any other...) property of WorkItemAssignedToUser relationship is not null
5. Post: unary expression that tests that the same property of the same relationship is null

Then an email is sent when those before and after conditions are both met, which should mean that you get an email when the work item is unassigned.

Hope this helps!  If nobody else is able to, I will try to provide links to those blog posts later.