On adding an Action log in a Service request no notifications are sent.

James_Palmer

Background: Incident request emails are working for when an incident is created, action log updated and resolved.

I have created a service request now and emails are sent when a service request is created and resolved (standard SM subscription setup) - no worries.

But in the Cireson "Notify analyst settings" we have a notify user template, which works when updating the action log for incidents, but not for service requests, although I guess it is used for both IR and SR?

James_Palmer

Sort of worked it out, you need to create a template with the "work item comment log" class, so now it is showing in the Cireson notify analyst settings, but when I update a service request there are no update emails being sent.

Any ideas please?

Thanks

James

James_Palmer

Anyone help please?

Konstantin_Slavin-Bo

Could you post your Notify Analyst settings?
Did you check for any errors in the event log? You can find the relevant logs in Applications and Services Logs > Operations Manager.

john_doyle

@James_Palmer What version of Notify Analyst are you using? What you are describing sounds like something that was addressed in V8.0.1.

James_Palmer

Hi,

we are running 7.7.2016.16.

How do I get this version and are there install notes?

Thanks

James

Konstantin_Slavin-Bo

softwaredownloads.cireson.com

James_Palmer

I've installed it and now get this error - screenshot attached, and when I click 'close' it goes into the settings but it shows version 7.7.2016.16 ??

Please advise ...

Konstantin_Slavin-Bo

Did you copy the included dll's to the management server, as described in the install instructions?

James_Palmer

They were already in the folder from the install of version 7.7.2016 previously.

James_Palmer

Any thoughts?

Brian_Wiest

Every time you update on the apps you should overwrite the DLL as it is updated as well. 
But to verify that 
Right click the dll and choose properties
Then details tag
Compare the versions between the one current in your SCSM folder vs the one included in the download for the latest version of the app.

James_Palmer

Should have clarified;

The Sm dll's from the authoring folder were already there.

I then followed the install instructions;

I installed the MPB

Then the workflows

then copied the dll's.

???

James_Palmer

Well that was a gotcha - I closed and then re-opened the SM Console - all okay now !!!!!!!!