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

Josh_Gilliam

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...  

Joe_Burrows

Ah yes I get what you mean.

So the Action Log Notify triggers when "Is Private = False", there is a bug with the Microsoft Exchange connector where it sets IsPrivate to = null. More information in this blog:

https://social.technet.microsoft.com/Forums/systemcenter/en-US/14ad3c4e-3068-4ec1-9a49-063adc680a27/exchange-connector-30-rtm-wrong-action-log-type-user-comments-are-sometimes-analyst-comments?forum=connectors

As a workaround you can execute this script (Kudos to @Chris_Keander for sharing this with me) to trigger every X minutes either using orchestrator or windows task scheduler to correct this null value to false:

$InstallationConfigKey = 'HKLM:\SOFTWARE\Microsoft\System Center\2010\Service Manager\Setup'
$InstallPath = (Get-ItemProperty -Path $InstallationConfigKey -Name InstallDirectory).InstallDirectory
Import-Module -Name ($InstallPath + "Powershell\System.Center.Service.Manager.psd1") -Global
$criteria = "IsPrivate is null"
$class = Get-SCSMClass -Name System.WorkItem.TroubleTicket.AnalystCommentLog
$criteria = New-Object Microsoft.EnterpriseManagement.Common.EnterpriseManagementObjectCriteria($criteria, $class)
Get-SCSMClassInstance -Criteria $criteria | % { $_.IsPrivate = $false; Update-SCSMClassInstance -Instance $_ }

Joe_Burrows

Hi Josh

the exchange connector just creates it as null when it processes the email (every 120 seconds it polls the mailbox$ and adds the log comment 

I would recommend creating a new template for incidents called for example exchange template, have it a blank template with no properties. then "incident template to apply on update" set this template.

also do the same with service request to avoid this:

https://community.cireson.com/discussion/842/support-faq-why-do-activities-get-added-when-users-reply-to-notifications#latest

Cheers
joe

Joe_Burrows

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_Gilliam

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_Burrows

Josh_Gilliam said:

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_Gilliam

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.  

Joe_Burrows

Ah yes I get what you mean.

So the Action Log Notify triggers when "Is Private = False", there is a bug with the Microsoft Exchange connector where it sets IsPrivate to = null. More information in this blog:

https://social.technet.microsoft.com/Forums/systemcenter/en-US/14ad3c4e-3068-4ec1-9a49-063adc680a27/exchange-connector-30-rtm-wrong-action-log-type-user-comments-are-sometimes-analyst-comments?forum=connectors

As a workaround you can execute this script (Kudos to @Chris_Keander for sharing this with me) to trigger every X minutes either using orchestrator or windows task scheduler to correct this null value to false:

$InstallationConfigKey = 'HKLM:\SOFTWARE\Microsoft\System Center\2010\Service Manager\Setup'
$InstallPath = (Get-ItemProperty -Path $InstallationConfigKey -Name InstallDirectory).InstallDirectory
Import-Module -Name ($InstallPath + "Powershell\System.Center.Service.Manager.psd1") -Global
$criteria = "IsPrivate is null"
$class = Get-SCSMClass -Name System.WorkItem.TroubleTicket.AnalystCommentLog
$criteria = New-Object Microsoft.EnterpriseManagement.Common.EnterpriseManagementObjectCriteria($criteria, $class)
Get-SCSMClassInstance -Criteria $criteria | % { $_.IsPrivate = $false; Update-SCSMClassInstance -Instance $_ }

Josh_Gilliam

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

Josh_Gilliam

Thank you @Chris_Keander for the assist on this one.

Josh_Gilliam

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:

Joe_Burrows

Hi Josh

the exchange connector just creates it as null when it processes the email (every 120 seconds it polls the mailbox$ and adds the log comment 

I would recommend creating a new template for incidents called for example exchange template, have it a blank template with no properties. then "incident template to apply on update" set this template.

also do the same with service request to avoid this:

https://community.cireson.com/discussion/842/support-faq-why-do-activities-get-added-when-users-reply-to-notifications#latest

Cheers
joe

Josh_Gilliam

Great info, thanks for the help on this.