Email to notify manager when request is raised

David_Muzzatti

I am looking for some advice on how I could setup an email notification that could be sent to a user’s manager when they raise a ticket from a specific service catalogue item. Would anyone happen to know if there is a way of doing this?

Geoff_Ross

Hi David,

It is possible but not super simple. I did manage to get it working:

I did have to modify the XML. Here's what to do.

1. Make your subscription with the right criteria and everything. In Related Recipients, choose Affected User.
2. Export the MP with the Subscription and edit it.
3. In the XML for that Subscription, find the WriteAction and then the Workflow Parameter called "PrimaryUserRelationships"
4. Replace the content with the following:

<Item>$Context/Path[Relationship='WorkItem!System.WorkItemAffectedUser' TypeConstraint='System!System.User']/Path[Relationship='System!System.UserManagesUser' TypeConstraint='System!System.User']$</Item>

5.Save the file and reimport the MP.

Happy XMLing.
Geoff

Geoff_Ross

Hi David,

Looks like I missed an important bit - SeedRole='Target'. Try this:

<Item>$Context/Path[Relationship='CustomSystem_WorkItem_Library!System.WorkItemAffectedUser' TypeConstraint='CustomSystem_Library!System.User']/Path[Relationship='CustomSystem_Library!System.UserManagesUser' SeedRole='Target' TypeConstraint='CustomSystem_Library!System.User']$</Item>

Geoff

Geoff_Ross

Hi David,

It is possible but not super simple. I did manage to get it working:

I did have to modify the XML. Here's what to do.

1. Make your subscription with the right criteria and everything. In Related Recipients, choose Affected User.
2. Export the MP with the Subscription and edit it.
3. In the XML for that Subscription, find the WriteAction and then the Workflow Parameter called "PrimaryUserRelationships"
4. Replace the content with the following:

<Item>$Context/Path[Relationship='WorkItem!System.WorkItemAffectedUser' TypeConstraint='System!System.User']/Path[Relationship='System!System.UserManagesUser' TypeConstraint='System!System.User']$</Item>

5.Save the file and reimport the MP.

Happy XMLing.
Geoff

David_Muzzatti

Thanks Geoff, I tried that but the import fails saying that it 'Cannot resolve identifier WorkItem!System.WorkItemAffectedUser in the context of management pack'

The xml line I changed was the following:

<Item>$Context/Path[Relationship='CustomSystem_WorkItem_Library!System.WorkItemAffectedUser' TypeConstraint='CustomSystem_Library!System.User']$</Item>

Geoff_Ross

Hi David,

Of course, we need to reconcile the references!!!
In your case you need to replace with this then:

<Item>$Context/Path[Relationship='CustomSystem_WorkItem_Library!System.WorkItemAffectedUser' TypeConstraint='CustomSystem_Library!System.User']/Path[Relationship='CustomSystem_Library!System.UserManagesUser' TypeConstraint='CustomSystem_Library!System.User']$</Item>

Geoff

David_Muzzatti

Thanks for that Geoff but after adding this in and importing the MP I can now see the manages user appearing in the related recipients, however no email arrives for the manager

Geoff_Ross

Hi David,

Looks like I missed an important bit - SeedRole='Target'. Try this:

<Item>$Context/Path[Relationship='CustomSystem_WorkItem_Library!System.WorkItemAffectedUser' TypeConstraint='CustomSystem_Library!System.User']/Path[Relationship='CustomSystem_Library!System.UserManagesUser' SeedRole='Target' TypeConstraint='CustomSystem_Library!System.User']$</Item>

Geoff

David_Muzzatti

https://community.cireson.com/discussion/comment/25481#Comment_25481

Thanks Geoff, that did the trick!

Geoff_Ross

Great. Thanks for Confirming David.