How to sned ticket creation emails to users who self-assign, when none of their peers want it?

Tom_Hendricks

Per the question, I have "skip assignment and in-progress notifications where analyst assigned to self" checked in Notify Analyst.  But I have a contingent of users who do want to see those emails anyway.  Is there a way to keep everyone happy?

The functionality of the tool is what it is, but has anyone else solved this for users who want a "reciept" for their ticket that they can forward on or generate appointments from, without flooding their peers with unwanted email?

Justin_Workman

Have a subscription based on a user attribute from AD that doesn't get used(Pager, HomePhone2, etc).  New Incidents w/Assigned User where Pager = "sendAnyway"

Geoff_Ross

Tom, that is possible.

Any editable property on the user settings page will be pushed back to the User object on save. Most people don't use this as you then have to build a mechanism to push back to AD (for example allowing a user to update their phone number) but for a SCSM only property, like RecieveAllNotifications  or SMSorEmailNotifications this works well. Just add the property to a copy of UserProfile.js inside CustomSpace and make sure the property is not read only (Disabled: false)
You still need to then write your owjn notification setup to take advantage of this (or put in a feature request for Notify Analyst App)

Geoff

Justin_Workman

Have a subscription based on a user attribute from AD that doesn't get used(Pager, HomePhone2, etc).  New Incidents w/Assigned User where Pager = "sendAnyway"

Tom_Hendricks

I would hate to have to shut off the workflow in Notify Analyst and write my own (just spent time going in the opposite direction), but this would work.  If users self-populated this via the user settings, that would be a decent setup. 

Geoff_Ross

Tom, that is possible.

Any editable property on the user settings page will be pushed back to the User object on save. Most people don't use this as you then have to build a mechanism to push back to AD (for example allowing a user to update their phone number) but for a SCSM only property, like RecieveAllNotifications  or SMSorEmailNotifications this works well. Just add the property to a copy of UserProfile.js inside CustomSpace and make sure the property is not read only (Disabled: false)
You still need to then write your owjn notification setup to take advantage of this (or put in a feature request for Notify Analyst App)

Geoff