IT Monkey:   Join the Cireson Community today for your chance to win $50!
IT Monkey:  

We've recently combined two free community apps, Action Log Notify and Notify Analyst, into one more complete app to solve every-day business challenges and further streamline your Service Request Management operations.

Notify Analyst includes all of the features you know and love from Action Log Notify, including the ability to:

-Notify the assigned to Analyst when an End User comment is added to the action log
-Notify the Affected User when an Analyst comment is added
-Automatically send email notifications to an Analyst or their associated support groups
-Send reassignment emails between Analysts

Effective August 1, 2017, Cireson's Action Log Notify app will no longer be supported. While you may continue to use it, we will no longer provide any support or updates to ensure compatibility with your other apps. We highly recommend downloading the Notify Analyst Community app to ensure business continuity and stability moving forward.

Does the Action Log Notify tool send notifications in response to emails received from the exch.....

Josh_GilliamJosh_Gilliam Customer IT Monkey ✭
Does the Action Log Notify tool send notifications in response to emails received from the exchange connector or do we have to configure a separate template and subscription for this feature?  I have done the latter for the time being, but I am getting duplicate responses from the Action Log Notify tool and my subscription...  

Best Answers

Answers

  • Joe_BurrowsJoe_Burrows Cireson Support Super IT Monkey ✭✭✭✭✭
    Hi Josh

    It is a separate template, and by importing the MP it creates a workflow to automatically send this email template based on settings you configure. So you dont need a subscription if using notify analyst.

    More information on the settings and how to configure the action log email template can be found in the below KB:

    https://support.cireson.com/KnowledgeBase/View/1134#/

    Cheers
    Joe
  • Josh_GilliamJosh_Gilliam Customer IT Monkey ✭
    I have all of this configured already regarding the Action Log Notify tool, but it does not seem to work when responding to the automated responses generated from the initial email correspondence. Am I missing something?
  • Joe_BurrowsJoe_Burrows Cireson Support Super IT Monkey ✭✭✭✭✭
    I have all of this configured already regarding the Action Log Notify tool, but it does not seem to work when responding to the automated responses generated from the initial email correspondence. Am I missing something?
    Thats all that is required, and will trigger when someone adds a comment to the action log.

    Check your workflow status for Action Log Notify errors, incase its failing with an error.
  • Josh_GilliamJosh_Gilliam Customer IT Monkey ✭
    When someone adds something through the Cireson web portal it responds just fine but whenever someone replies through the email submission (Microsoft exchange connector) it does not  notify anyone without the subscription created. Do I have to add the subscription if I want the notifications to go out?  

    Pretty sure you already answered that but just wanted to clarify if I wasn't  clear with my question.  
  • Josh_GilliamJosh_Gilliam Customer IT Monkey ✭

    One last question, do you know how often the Exchange Connector resets the setting?

  • Josh_GilliamJosh_Gilliam Customer IT Monkey ✭
    Thank you @Chris_Keander for the assist on this one.
  • Josh_GilliamJosh_Gilliam Customer IT Monkey ✭
    edited November 2016
    So a quick update on this fix. It works wonders, don't get me wrong, but one more quick observation.  Whenever I respond to an email that goes through the exchange connector it still reassigns the IR back to the original support group that the template includes.  I know this is probably more of a SCSM question, but does anyone have any thoughts on why this is happening?  Here are a few screenshots of my setup:

  • Josh_GilliamJosh_Gilliam Customer IT Monkey ✭
    Great info, thanks for the help on this.
This discussion has been closed.