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Notification Subscription not triggering from scsm_workflow

Sam_NguyenSam_Nguyen Customer IT Monkey ✭
in Service Manager

I have a working notification subscription that alerts a support group when an Incident is triaged to their queue. However, when the workflow process scsm_workflow_prod triages the ticket, the notification doesn't trigger - no email sends alerting the support group that a ticket has been moved to their queue.

(This subscription triggers when an Analyst triages a ticket. It only does not work when the workflow triages it)

**Note: we do not use this feature in Notify Analyst app since we only want 'triage' notifications for certain teams, not everyone**

In this context, I use a parsing keyword Incident workflow to route tickets. So, when a user sends an email to our exchange connector with keyword {Admin} in the body, scsm_workflow_prod will detect that keyword and send the ticket to Admin Apps team.

Test ticket that did not alert via email:

ticket history test.png


My built subscription:

triage subscription 1.png
triage subscription 2.png
triage subscription 3.png
triage subscription 4.png
triage subscription 5.png
triage subscripton 6.png
triage subscription 7.png












Any thoughts or reasons why subscription isn't triggering? Any logic errors in my subscription?

Thanks

Answers

  • Options
    Simon_ZeinhoferSimon_Zeinhofer Customer Ninja IT Monkey ✭✭✭✭

    You should look at the workflow tab in the admin section of the console. There you see if the workflow got triggered at all/failed.

    Can you try disabling all queues in the group/queue selection? Then it should work. I had a similar problem when I created a subscription for RAs long ago. I guess the problem is,that the incident is not a member of the queue when the notification should trigger, therefor the workflow does not work. If you deselect all queues,it should work for every incident and the workflow will trigger. 🙂

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