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notify analyst settings - service request

James_PalmerJames_Palmer Customer IT Monkey ✭
in Self-Service Portal - Community

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

Answers

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    James_PalmerJames_Palmer Customer IT Monkey ✭

    Hi,

    Anybody got an idea?

    Cheers

    james


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    Justin_WorkmanJustin_Workman Cireson Support Super IT Monkey ✭✭✭✭✭
    Hey James,
    It sounds like maybe you have an additional subscription configured.  Can you check Administration/Notifications/Subscriptions?

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    James_PalmerJames_Palmer Customer IT Monkey ✭

    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

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    Justin_WorkmanJustin_Workman Cireson Support Super IT Monkey ✭✭✭✭✭
    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.

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    James_PalmerJames_Palmer Customer IT Monkey ✭
    Just checked - nothing in workflows?
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    Justin_WorkmanJustin_Workman Cireson Support Super IT Monkey ✭✭✭✭✭
    If you disable the Work Item comment log notification workflow do you still get an email?
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    James_PalmerJames_Palmer Customer IT Monkey ✭

    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?

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    Justin_WorkmanJustin_Workman Cireson Support Super IT Monkey ✭✭✭✭✭
    It's strange.  Can you share a screenshot of your Notify Analyst settings?
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    James_PalmerJames_Palmer Customer IT Monkey ✭
    Sure, find attached screenshot
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    Justin_WorkmanJustin_Workman Cireson Support Super IT Monkey ✭✭✭✭✭
    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?
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    James_PalmerJames_Palmer Customer IT Monkey ✭
    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?
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    Justin_WorkmanJustin_Workman Cireson Support Super IT Monkey ✭✭✭✭✭
    I'm talking about Console App Licensing settings in the SCSM console.  
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    James_PalmerJames_Palmer Customer IT Monkey ✭
    i'm a bit lost
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    Justin_WorkmanJustin_Workman Cireson Support Super IT Monkey ✭✭✭✭✭
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    James_PalmerJames_Palmer Customer IT Monkey ✭
    Ahh - that's why I don't have that setting name........
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    MisterMRQMisterMRQ Member IT Monkey ✭

    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?


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    Konstantin_Slavin-BoKonstantin_Slavin-Bo Customer Ninja IT Monkey ✭✭✭✭
    edited December 2017
    @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.
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    James_PalmerJames_Palmer Customer IT Monkey ✭

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

    Thanks

    James

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    James_PalmerJames_Palmer Customer IT Monkey ✭

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

    BUT the problem is still happening??

    Licence:

    Ok, so I

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    Justin_WorkmanJustin_Workman Cireson Support Super IT Monkey ✭✭✭✭✭
    @James_Palmer - it it possible you had the old Action Log Notify installed before that functionality got rolled into Notify Analyst?
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    James_PalmerJames_Palmer Customer IT Monkey ✭

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

    How do we check?

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    Justin_WorkmanJustin_Workman Cireson Support Super IT Monkey ✭✭✭✭✭
    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.  
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    James_PalmerJames_Palmer Customer IT Monkey ✭

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

    Any other ideas?

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    Justin_WorkmanJustin_Workman Cireson Support Super IT Monkey ✭✭✭✭✭
    Have you also removed the management pack from the console?  ActionLogNotificationWorkflows.mp
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    James_PalmerJames_Palmer Customer IT Monkey ✭
    yes - that was removed a while ago .....
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    James_PalmerJames_Palmer Customer IT Monkey ✭
    Anyone??
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