SCORCH Notificaiton Runbook ran after Importing ARO MP

Grant_Fryer

Hi 

Does anyone know how to get around the issue of a SCORCH Runbook running again after a update was made to a Workitem.

We have since figured out that it is because we have the monitor object set to update whilst applying a filter on the status change to resolved.

What is the best way to send Resolution Notifications to the affected user without duplicate notification going out?

Brian_Wiest

How I handle updating the ARO is using the tool from this post

https://community.cireson.com/discussion/1700/scsm-last-modified-date-manager-for-ir-and-sr

My environment managers live by the last modified date for knowing the work it progressing on WI, so when updating the ARO it caused all sorts of issues when management understood that it updating the list modified date. The key is to be orderly with your timing of events.

I do a full outage so no one is modifying WI, stop the data warehouse, stop the Cireson cache builder. Perform the steps in the tool to capture the dates, update the ARO MP. Allow time for workflows other processes to accept that all WI's have new dates. Use the tool to place all the dates back and close out the outage. In your case I would also stop the Runbook during the outage. HTH

Tony_Collett

Hi Grant, 

For what you are looking for, you don't need to set up a SCORCH Runbook to fire notifications. You can do all of this with a Workflow with a criteria of 'when work item goes from Any Status to Resolved'. This will never send another notification as the criteria will not be triggered again. 

Regarding your title, a notification would have been sent because installing ARO updates the last modified date on all Incidents and Service Requests. This is noted in the installation guide for Advanced Request Offerings. 

Regards, Tony

Brian_Wiest

How I handle updating the ARO is using the tool from this post

https://community.cireson.com/discussion/1700/scsm-last-modified-date-manager-for-ir-and-sr

My environment managers live by the last modified date for knowing the work it progressing on WI, so when updating the ARO it caused all sorts of issues when management understood that it updating the list modified date. The key is to be orderly with your timing of events.

I do a full outage so no one is modifying WI, stop the data warehouse, stop the Cireson cache builder. Perform the steps in the tool to capture the dates, update the ARO MP. Allow time for workflows other processes to accept that all WI's have new dates. Use the tool to place all the dates back and close out the outage. In your case I would also stop the Runbook during the outage. HTH