notify analyst settings - service request

James_Palmer

In the settings I have; work item comment log template enabled and that workflow is enabled.

When an Analysts updates an SR ticket both the analyst and the end user get an "update" email, Surely there is a way to stop the Analyst assigned getting an update as he's just written it? Something like when an end-user updates the ticket only the analyst gets an update, not the end-user.

Any ideas?

Thanks

james

James_Palmer

Hi,

Anybody got an idea?

Cheers

james

Justin_Workman

Hey James,
It sounds like maybe you have an additional subscription configured.  Can you check Administration/Notifications/Subscriptions?

James_Palmer

Hi Justin,

Just checked and there's nothing in there for an analyst.

There is a sub for notifying an end user when an SR is created and a sub when a ticket is set to resolved.

??

Thanks

James

Justin_Workman

You might check Service Request Settings in Administration/Workflows/Configuration and make sure there aren't any workflows in there that send a notification.  A comment to a SR from an analyst shouldn't trigger a notification to the analyst by default.

James_Palmer

Just checked - nothing in workflows?

Justin_Workman

If you disable the Work Item comment log notification workflow do you still get an email?

James_Palmer

I have disabled workflow.

When I then updated the SR as an analyst, NO updated email was sent to either the analyst or the end-user.

Does this help?

Justin_Workman

It's strange.  Can you share a screenshot of your Notify Analyst settings?

James_Palmer

Sure, find attached screenshot

Justin_Workman

Based on the lack of options on the left side, it looks like your Notify Analyst isn't licensed properly.  Can you verify in Console App Licensing that it's got the green checkmark?

James_Palmer

I've looked in the portal license settings and there arte keys against the areas, no green tick unless i'm in the wrong place?

Justin_Workman

I'm talking about Console App Licensing settings in the SCSM console.  

James_Palmer

i'm a bit lost

Justin_Workman

James_Palmer

Ahh - that's why I don't have that setting name........

MisterMRQ

I have downloaded the free Notif analyst app, but didn't receive a licence with this, should the licence be contained or is this within the licencemanagement.client.dll? should the freed download be licensed?

Konstantin_Slavin-Bo

@MisterMRQ
I believe the free license is applied "automatically", i.e. if no license is found, it just defaults to the free license, and you would only see the options available for the free edition.

James_Palmer

okay, cool so in that case Justin, what next - any other ideas?

Thanks

James

James_Palmer

Now have the full licence and access to the notify analysts settings see screenshots.

BUT the problem is still happening??

Licence:

Ok, so I

Justin_Workman

@James_Palmer - it it possible you had the old Action Log Notify installed before that functionality got rolled into Notify Analyst?

James_Palmer

Its possible whilst we were trialling but it would have been removed?

How do we check?

Justin_Workman

There are several DLLs from the Action Log Notify installation:
ActionLogNotificationWorkflows.dll
TroubleTicketAnalystCommentNotificationWorkflow.dll
TroubleTicketUserCommentNotificationWorkflow.dll
WorkItemCommentNotificationWorkflow.dll

If you have any of those, you might start by renaming them.  

James_Palmer

ok, i've renamed these, restarted the server and gone through a workflow .... but no change!

Any other ideas?

Justin_Workman

Have you also removed the management pack from the console?  ActionLogNotificationWorkflows.mp

James_Palmer

yes - that was removed a while ago .....

James_Palmer

Anyone??