Primary Owner on SR or "Others to Notify" functionality

Jason_Meyer

Is Cireson looking at implementing any kind of "Others to Notify" capability on Service Requests?

The 'primary owner' field on IRs is an excellent tool for keeping other staff in the loop on incidents. Service Requests have that same need.

Most modern tracking tools have a "Others to Notify" functionality where you can add people/e-mail addresses to, so that they are also updated on any status change to the request.

Justin_Workman

@Jason_Meyer - It's definitely possible to add relationships to the Service Request class and have notification subscriptions target that relationship.

Jason_Meyer

Great! Do you have any process documentation on how we can set it up? I'm not the admin. of our system.

Justin_Workman

First, extend the SR class with the SCSM Authoring Tool and add a relationship with the User class as the target:

Then Save and seal the Management Pack.

Then Import the MP:

Then Create a Notification Subscription:

To expose the new relationship on the Portal, you'll need to create a type projection that contains the new relationship. Then Import the MP for the Type Projection.

Then configure the portal to use the new type projection:

Then customize the SR form definition in the portal exposing the relationship:

First find the Target property name of the relationship in the MP where the new relationship was saved:

Then add the relationship to the ServiceRequest.js form definition:

Now you can set the Primary Owner on the SR:

And when the Status changes a new notification should go out to the Primary Owner:

jodi_wald

Is Primary Owner available on Service Requests now without having to do the above manual steps? This article is from 2019, so wanted to check to see there are any updates before I attempt this in 2022.