Trigger action/WF when using SendMail

Licens_AklagareLicens_Aklagare Customer IT Monkey ✭
Hi, If i want to put Incidents into Pending when using the App to send Affected Users emails and then put them back when they answer. Is that supported or possible? Cant find the workflow that adds the "Email Sent" entry into the actionlog. Guess i need that to trigger something?

Answers

  • Peter_SettlePeter_Settle Customer Advanced IT Monkey ✭✭✭

    We do use the feature, however we have not automated it.

    We place a Work Item into Pending when we log that we have sent an email.

    We then release it when the Work Item is updated by the system as the related analyst is notified of the update via email.

  • Licens_AklagareLicens_Aklagare Customer IT Monkey ✭

    Sounds like what i am after.
    How do you detect that the work item is in pending? Scheduled Script? WF? SMA/Orchestrator?

    I am looking for the solution you are describing, anything you want to share?

  • Peter_SettlePeter_Settle Customer Advanced IT Monkey ✭✭✭

    We don't detect its in pending, as the Incidents \ Service Requests arrive, we analyse them and place them in Pending state when we have to email the user for more info.

    If the user then responds to the email the system sends out, the work item gets updated automatically, this update then fires an email to the analyst that is linked to the work item.

    This is just using Notify Analyst App

  • Licens_AklagareLicens_Aklagare Customer IT Monkey ✭

    So let me see if i understand, do you place them in pending manually when emailing the user? I am using Ciresons Advanced Send Email App and want to be able to change the state of an incident based on when end users email and when analysts use the email app.

    Can you share the technical details you do this, because i know what i want, dont just know how to do it with the App and SCSM.

  • Peter_SettlePeter_Settle Customer Advanced IT Monkey ✭✭✭

    Yes we change the status to pending manually and this requests a reason why we are selecting this status.

    I then sends an email to the user asking for whatever has been entered into the pending confirmation box.

  • Peter_SettlePeter_Settle Customer Advanced IT Monkey ✭✭✭

    Sorry its the Send Email facility , has  change status to Paused tick box.

  • Licens_AklagareLicens_Aklagare Customer IT Monkey ✭
    Nice, now i see what you mean. What Send Mail app is that? We dont have the look on our app. Do you use the Cireson itnetx - Advanced Send Email Settings or the SendMail version on TechNet for SRs and IRs?
  • Peter_SettlePeter_Settle Customer Advanced IT Monkey ✭✭✭
    We use the Cireson itnetx - Advanced Send Email Settings
  • Licens_AklagareLicens_Aklagare Customer IT Monkey ✭

    We also run this app and it dont look like that. What version do you run?
    The App Settings says v2.0.0.9 and the MP version is 2.2.2016.1

  • Peter_SettlePeter_Settle Customer Advanced IT Monkey ✭✭✭

    I have the same version

    The App Settings says v2.0.0.9 and the MP version is 2.2.2016.1

    Will have to see if we have any customisation anywhere.

  • Licens_AklagareLicens_Aklagare Customer IT Monkey ✭
    Also check if you also have Another Sendmail app installed that maybe is used from the tasks and not the cireson app :)
  • Peter_SettlePeter_Settle Customer Advanced IT Monkey ✭✭✭
    Will do , may take a while.
  • Peter_SettlePeter_Settle Customer Advanced IT Monkey ✭✭✭

    MP in Live is actually 2.0.0.10 Dev has the later version an still works.

    Still looking

  • Peter_SettlePeter_Settle Customer Advanced IT Monkey ✭✭✭

    I know this is odd but on this topic: https://community.cireson.com/discussion/145/improvements-of-send-email

    another user has the same screen as mine, so I am wondering if it is actually customisation. Although wording says Pending and not Paused.


  • Peter_SettlePeter_Settle Customer Advanced IT Monkey ✭✭✭

    Hi found this : needs to be in custom.js file inetpub\ciresonportal\customspace\custom.js


    /* Set default add to actionlog */
    app.custom.formTasks.add('ServiceRequest', null, function (formObj, viewModel) {
        //bind a function to the form ready event
        formObj.boundReady(function () {
    //check that 'isPrivate' box!
    $("#actionLogisPrivate").trigger("click")
    //also check it for the send Email task, but then hide the checkbox so they can't uncheck it
    //if you don't want to hide the checkbox, just remove the .hide()
    $(".link[data-bind*=sendEmail]").on("click", function () { 
    $("#IsAddToLog").trigger("click").closest("div"); 
    });
        });
    }); 
    app.custom.formTasks.add('Incident', null, function (formObj, viewModel) {
        //bind a function to the form ready event
        formObj.boundReady(function () {
    //check that 'isPrivate' box!
    $("#actionLogisPrivate").trigger("click")
    //also check it for the send Email task, but then hide the checkbox so they can't uncheck it
    //if you don't want to hide the checkbox, just remove the .hide()
    $(".link[data-bind*=sendEmail]").on("click", function () { 
    $("#IsAddToLog").trigger("click").closest("div"); 
    $("#ChangeStatusToPending").closest("div").hide(); 
    });
        });
    });
    app.custom.formTasks.add('ChangeRequest', null, function (formObj, viewModel) {
        //bind a function to the form ready event
        formObj.boundReady(function () {
    //check that 'isPrivate' box!
    $("#actionLogisPrivate").trigger("click")
    //also check it for the send Email task, but then hide the checkbox so they can't uncheck it
    //if you don't want to hide the checkbox, just remove the .hide()
    $(".link[data-bind*=sendEmail]").on("click", function () { 
    $("#IsAddToLog").trigger("click").closest("div"); 
    });
        });
    }); 
    Here : https://community.cireson.com/discussion/145/improvements-of-send-email#latest
     
  • Licens_AklagareLicens_Aklagare Customer IT Monkey ✭
    Ah, that explains a bit. Its the Cireson portal. I am talking about the App/task used by the SCSM console. Thanks Peter. Still wondering if anyone have solved this in the Console app.
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