4/28/2011

Work Item Assignment/Reassignment Notifications


I've seen many people requesting this feature or asking how to do it, and most of the examples on internet only cover notifications on activities so I decided to share this solution with everybody.

If you import this Management Pack, this will create 4 custom workflows:
  • Incident Assignment Workflow
  • Activity Assignment Workflow
  • Change Request Assignment Workflow
  • Problem Assignment Workflow

And 4 new notification templates:
  • Notification: Incident Assignment Template
  • Notification: Activity Assignment Template
  • Notification: Change Request Assignment Template
  • Notification: Problem Assignment Template

So every time a work item gets assigned or re-assigned to somebody, this will trigger an e-mail.
Feel free to modify the notification templates once you import the management pack.

Download the Management Pack, import it, and that's it!

This has been tested and it works on SCSM 2010 SP1 CU1.

Update:
New version for SCSM 2012 SP1 (it includes Service Requests and Release Records):
Download Version 2

Enjoy!

33 comments:

  1. I get a MP name is not same as Manifest name error. I corrected it before importing, and it imported. However, I don't see any work flows for the notification. Do you have any more details for this MP?

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  2. @Brody: You won't see the workflows in the Workflows\Configuration view as they can't be edited through the Console, but you'll be able to see them in the Workflow\Status view with the names listed above.

    This workflow works based on relationships. Assigned To is related to the incident class, so every time you add or modify (delete and add) the assigned to, a new relationship is created, and these workflows act upon that

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    Replies
    1. Generally working for us but having issue with some failures. Log message says "No matches were found for input string '$MPElement[Name='WorkItem!System.WorkItemCreatedByUser' ']$'. Cannot resolve ManagementElementReference."

      Thoughts?

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    2. What version of SCSM are you using?

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  3. Has anyone tested this with SCSM 2012? This is exactly what we need.

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    Replies
    1. Not yet... But I'm in the process of migrating my current environment so I'll be testing this out soon!

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  4. Any update if this is working with SCSM 2012?? I would really appreciated.
    Thanks!

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  5. I'm also interested if it works with SCSM2012?

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  6. Hello,

    thank you for your work. It had solved a requirement in one of my implementations.

    I have implemented your solution but the behaviour on the Activities notifications is not the expected. When I create a new CR, I assign a reviewer or implementer for each Activity. When I submit that CR, the workflow notifies each reviewer and implementer including the ones associated to Pending activities.

    I have tried study the XML and I learnt that the workflow is doing what is supossed to do, but I can not understand how to limit the workflow to notify only when the activities change from Pending to In Progress.

    Can you help me to achieve that?

    Thank you.

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    Replies
    1. For activities I'd use a different approach.. I have a separate set of workflows to look for the status and notify the assigned to when the status goes from Pending or Null to In Progress

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  7. Hello,

    When i create a new incident and directly assign a user , the assigned to user get two mails.When i create an incident without an assigned to user and add an assigned user after a while it works perfect and the assigned user only gets one mail.Any idea?

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  8. Any update on whether the MP support SCSM 2012 ?

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  9. I didn't understand how this management pack works. The Workflow is automatically executing after the import of the management pack?

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    Replies
    1. That's correct, when you import the management pack, you're importing new workflows that will start running automatically by checking if the "Assigned To" field changes.

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  10. The download link does not, could you send me this email carvel.garcia@gmail.com
    We greatly appreciate it!

    ReplyDelete
    Replies
    1. Try again, I've uploaded a new version.

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  11. Good Job, Many thanks for your effort.

    Do you have a similar solution for Service Request in SCSM 2012?

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    Replies
    1. its not running on scsm 2012 sp1.

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    2. it is working on SCSM 2012 and I made tiny modifications to run with Service Request as well :D

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    3. @Firat: Try going to Administration / Workflows / Status and look for the name of the workflows stated above "Incident Assignment Workflow", you should see some failed instances, check the logs on them, that should help you out.

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  12. It's working on SCSM 2012 SP1... I've just uploaded a new management pack that includes Service Requests and Release Records.

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    Replies
    1. Is there a way to define specific templates that I've already created? I'd like to use the HTML that I've already got set up for a consistent feel for all my notifications.

      Thanks!

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  13. This works perfectly for Assigned User using 2012 SP1. Do you know what would need to be modified to have this work with the "Primary Owner" field for incidents and Service Requests?

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  14. Awesome. I spent days looking for a solution for Change Requests, and as you pointed out, the majority of the articles online refer to Activities. This works very well.

    Thanks for all the hard work!

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  15. Anyway to split off the Activity Notification for Manual & Review? These really are 2 separate work items, with separate e-mail notifications. This allows the use of the exchange connector commands in the e-mail notifications to be different for Review Activities (#Approve, #Reject) as opposed to Manual Activities (#Completed).

    Otherwise, great work!

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  16. Hello German,

    Thanks for you Post....I'm new to SCSM and I've imported the MP for assignment but i'm finding it hard using it. As i can't find it on my Workflow > Configuration option on SCSM ..

    regards

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  17. Fantastic! The only problem I ran into was that SCSM couldn't see the file when I attempted to import it. I tried renaming it, which did allow it to see the file, but of course, that created a conflict. I changed it back, and SCSM could then see it. I don't know what that was about, but it went flawlessly beyond that point. Thank you so much for this valuable tool.

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  18. This is so nice. I found it so helpful. Thanks for sharing.

    emergency mass notification software

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  19. Its interesting and thanks for sharing the information..
    assignment writing help

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  20. Thanks for this German.
    I'm looking to modify so that an email isn't sent when, for example, an incident is set to resolved.
    Do you think putting in a QueryInstance block just before in the Rule section would work?
    Thanks,
    Aengus

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  21. It works great! But how if i want to create a custom email notification with different name or what so ever, how i gonna make sure this work flow will trigger on the custom notification that i added in?

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  22. How could I modify the XML to also email the Affected User each time so they can be notified as to who their assigned user is?

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