Notification for updaten IR / SR

Suleyman_Ozden

Has anyone setup a SCSM notification for sending an notification email to user when a IR or SR has been updated?

The 'Changed from' and 'Changed to' options availible arent really usefull, or I am not using it correctly.

Peter_Settle

We have a notification set up for incidents.

It looks at the Trouble Ticket Analyst Comments "is private" flag.

Peter_Settle

Hi

Yes it triggers when the Is Private Action log check box is NOT ticked.

And it does send out every time an action log is created.

Peter_Settle

Hope this helps

Suleyman_Ozden

Right. that was also my firs thought and I tested that but it didnt Work. I will have another look.

Edit: Found something i will try. Someone suggested to use another subscribtion:

"

Use Work Item has Comment Log [Work Item] --> Assigned to User[User] as the related recipient on the subscription. This should be seperate from your Incident subscription which uses Has User Comment[Trouble Ticket] --> Assigned to User [User]

I also have a separate notification template for Service Requests.

"

Peter_Settle

We have a notification set up for incidents.

It looks at the Trouble Ticket Analyst Comments "is private" flag.

Suleyman_Ozden

Thanks, I will look into that. What have you chosen for "When to notify".? Is it When an object of the selected class is created? Will that send a notification each time a non private comments is added?

Peter_Settle

Hi

Yes it triggers when the Is Private Action log check box is NOT ticked.

And it does send out every time an action log is created.

Peter_Settle

Hope this helps

Suleyman_Ozden

Yes that how I ended up creating it. Seems like its working! Many thanks

Suleyman_Ozden

How about Service Requests? Do you have a notification for them?

Cant see which Class I should use for SR

Peter_Settle

I just checked the workflow for this and it is also handling the Service Request as its only really monitoring the Analyst comments which can be added to either Incidents or Service Requests.

Therefore there is not a separate one for Service Requests.

Suleyman_Ozden

Right. that was also my firs thought and I tested that but it didnt Work. I will have another look.

Edit: Found something i will try. Someone suggested to use another subscribtion:

"

Use Work Item has Comment Log [Work Item] --> Assigned to User[User] as the related recipient on the subscription. This should be seperate from your Incident subscription which uses Has User Comment[Trouble Ticket] --> Assigned to User [User]

I also have a separate notification template for Service Requests.

"

Suleyman_Ozden

it worked

Peter_Settle

Excellent, so your all working now.