New Notify Analyst App - Action Log Notification - Inserting Work Item Parameters

David_Wells

We are testing the new Notify Analyst App and I'm running into issues with Inserted Parameters not displaying in the Emails when they have been added to the Email Template.

From what I can work out the Targeted Class of the Email Template needs to be "Work Item", and there is no problem inserting work item parameters (ID, Title, etc) into the email template, it just that the parameters don't display in the email sent. 

Is this a bug or am I missing something?

Brian_Wiest

I had the same issue so I opened a ticket and this was the response. (Still need to allot time to test it)

   As you all know that the new Notify Analyst has the Action Log Notify feature on it and the KB is not updated with this latest changes, this guide will help you on getting to familiar with the new settings for the Action Log Notify feature.

   You will now find the new Action Log Notify settings on the Cireson – Notify Analyst Settings as shown on the image below:

 Each of the 3 template assignments can be assigned accordingly to its specific classes and has the ability to disable/enable each of the workflows individually. Below are the specifics of the Template Assignments:

 

• Trouble Ticket Analyst Comment Log Template (The template used when an analyst (Assigned To) adds a comment on an Incident)
• Trouble Ticket User Comment Log Template  (The template used when a user (Affected User ) adds a comment on an Incident)
• Work Item Comment Log Template (The template used when an analyst (Assigned To) or a user (Affected User) adds a comment on a Service Request)

 

  Guide on Creating Email Templates for Action Log Notify

 

                Trouble Ticket Analyst Comment Log Template (Incident)

·         On SCSM, navigate to Administration -> Notifications -> Templates -> On the Task group, click on Create E-mail Template

·         On the Target Class, change the filter to  “All Basic Classes” and select Trouble Ticket Analyst Comments as shown  on the image below 

·         Once it is done, you can now proceed on designing your template using the properties available to the targeted class

 

Trouble Ticket User Comment Log Template (Incident)

·         On SCSM, navigate to Administration -> Notifications -> Templates -> On the Task group, click on Create E-mail Template

·         On the Target Class, change the filter to  “All Basic Classes” and select Trouble Ticket User Comments as shown  on the image below 

·         Once it is done, you can now proceed on designing your template using the properties available to the targeted class

 

Work Item Comment Log Template (Service Request)

·         On SCSM, navigate to Administration -> Notifications -> Templates -> On the Task group, click on Create E-mail Template

·         On the Target Class, change the filter to  “All Basic Classes” and select Work Item Comments Log as shown  on the image below

·         Once it is done, you can now proceed on designing your template using the properties available to the targeted class

David_Wells

Thanks Brian, testing now.

Sean_Terry

Anyone having issues when it comes to the Cireson Work Item Action Log Notification Workflow?  I can see the workflows failing. I'm fairly new to this so not sure why:

Error code
0
Error message

Task submission error

System.InvalidOperationException: Sequence contains no elements

   at System.Linq.Enumerable.Max[TSource](IEnumerable`1 source)

   at System.Linq.Enumerable.Max[TSource,TResult](IEnumerable`1 source, Func`2 selector)

   at Cireson.Assignment.Workflows.WorkItemActionLogNotifyWorkflow.Execute(ActivityExecutionContext executionContext)

   at System.Workflow.ComponentModel.ActivityExecutor`1.Execute(T activity, ActivityExecutionContext executionContext)

   at System.Workflow.ComponentModel.CompositeActivityExecutor`1.Execute(T activity, ActivityExecutionContext executionContext)

   at System.Workflow.ComponentModel.ActivityExecutor`1.Execute(Activity activity, ActivityExecutionContext executionContext)

   at System.Workflow.ComponentModel.ActivityExecutorOperation.Run(IWorkflowCoreRuntime workflowCoreRuntime)

   at System.Workflow.Runtime.Scheduler.Run()

Followed the template config above.

<!DOCTYPE html PUBLIC "-//W3C//DTD XHTML 1.0 Transitional//EN" "http://www.w3.org/TR/xhtml1/DTD/xhtml1-transitional.dtd">

<html xmlns="http://www.w3.org/1999/xhtml" >

<head>

    <title>SR Reference [$Context/Property[Type='CustomSystem_SupportingItem_Library!System.Information']/Id$] has recently been updated.</title>

    <style type="text/css">

        .style1

        {

            width: 75%;

            border: 1px solid #808080;

            background-color: #D8F6CE;

            font-family: Arial, Helvetica, sans-serif;

            font-size: small;

        }

    </style>

</head>

<body style="font-family: Arial, Helvetica, sans-serif; font-size: small">

    <p>Hello </p>

    <p>A service request [$Context/Property[Type='CustomSystem_SupportingItem_Library!System.Information']/Id$] assigned to you has recently been updated. </p>

<p> </p>

<h1 style="font-size:120%;">Details</h1>

<table cellspacing="10" class="style1" frame="border">

        <tr>

            <td valign="top"><strong> Comments:</strong></td>

            <td valign="top"><pre style="font-family: Arial, Helvetica, sans-serif; font-size: small">$Context/Property[Type='CustomSystem_WorkItem_Library!System.WorkItem.CommentLog']/Comment$</pre></td>

        </tr>

        <tr>

            <td valign="top"><strong> Comments Entered by:</strong></td>

            <td valign="top"><pre style="font-family: Arial, Helvetica, sans-serif; font-size: small">$Context/Property[Type='CustomSystem_WorkItem_Library!System.WorkItem.CommentLog']/EnteredBy$</pre></td>

        </tr>

<tr>

            <td><strong>Comment Created:</strong></td>

            <td><pre style="font-family: Arial, Helvetica, sans-serif; font-size: small">$Context/Property[Type='CustomSystem_WorkItem_Library!System.WorkItem.CommentLog']/EnteredDate$</pre></td>

        </tr>

    </table><br>

    <p>Please review this request in full via this <a href="http://scsm-webportal-live.open.ac.uk/ServiceRequest/Edit/$Context/Property[Type='CustomSystem_WorkItem_Library!System.WorkItem']/Id$/">IT Service Portal</a> link, or the analyst console.</p>

</body>

</html>

All other aspects of the app are fine.

Thanks for your help.

Nick_Flint

@David_Wells - I'm seeing the same issue. The only data I can get to display in the email template is from the "Trouble Ticket Analyst Comments" related class. I can't get any of the Work Item or Incident data from the 'Has Analyst Comment' or 'Work Item Has Comment Log' related classes to render in the e-mail that I receive.

Nick_Flint

@S_Terry: Are you using your template in the "NEW" Action Log Notify that is now bundled in the Notify Analyst app?

If not and you're still using the "OLD" Action log notify, I had to move all of my non-inline CSS styles to an external CSS file. The old Action Log notify get tripped up on the curly brackets.

Sean_Terry

To my knowledge it is the new one but I will double check with our product team. Thanks

Dean_Rigelsford

Nick_Flint said:

@David_Wells - I'm seeing the same issue. The only data I can get to display in the email template is from the "Trouble Ticket Analyst Comments" related class. I can't get any of the Work Item or Incident data from the 'Has Analyst Comment' or 'Work Item Has Comment Log' related classes to render in the e-mail that I receive.

Had troubles at the start with the email showing the ID etc, we had to use SeedRole='Target' similar to another one of our templates.

[$Context/Path[Relationship='WorkItem!System.WorkItem.TroubleTicketHasAnalystComment' SeedRole='Target' TypeConstraint='WorkItem!System.WorkItem']/Property[Type='WorkItem!System.WorkItem']/Id$]

Amarjit_Dhillon

I'm getting some strange things happening. When Service Requests have comments being added to the action log, the Trouble Ticket User Comment Log Template is being fired off.  I thought that the Trouble Ticket User Comment Log Template was only used for incidents and not sure when it is being fired off for Service Requests,