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SCSM Notify “Assigned To” User on Assignment Change with Orchestrator

I find that one of the most frequently requested notifications in the Service Manager space is to notify the “Assigned To” user of an Incident, either on first assignment, or if the assignment changes.  This is not as easy as it might seem, as out of box it is difficult to configure a subscription to notify the user.  I have several good ways to quickly implement a solution for this need.

 

The first solution uses out of box Service Manager.  I’d say the best walkthrough is one done by Travis Wright, where he shows how to create a management pack that notifies based on the assignment change.  You configure the management pack with the GUID of the notification template you’d like to use.  It works sufficiently well, but the downside is that I find it difficult to work with for the average user and it also is challenging to customize if you wanted other actions to also occur on the assignment change itself.

http://blogs.technet.com/b/servicemanager/archive/2009/12/15/custom-notification-workflow-on-incident-assignement-or-re-assignment.aspx

 

The second solution utilizes Orchestrator, which I think is particularly useful and easy to customize.  In the example below you can see that I’m using the “Monitor Object” activity from the Service Manager integration activities to look for an instance of the trouble ticket log.  I could also use the audit log if I wanted to get more complex.  You can see that the monitor is filtering only on the action type of “Record Assigned”.

We then take this log and use it to find the related incident, which then provides us with the related user.  You can see how we could then branch off into nearly any process from here.

Finally we retrieve the notification address of the user with smlets, then send a notification to the user using the out of box “Send Email” activity.

For more information on configuring smlets and/or send email, see the following:

http://www.concurrency.com/blog/scsm-notifications-through-orchestrator-and-smlets/

http://www.concurrency.com/blog/orchestrator-not-loading-smlets-in-powershell-session/

 

I have found this to be an extremely flexible and repeatable way to configure notifications of this type.  It is also very scalable, as the notification engine can be run independent of other Service Manager workflows.

 

Happy notifying!

 

Nathan Lasnoski

 
 

Nathan Lasnoski is the Team Lead of Concurrency’s Infrastructure Practice, a Microsoft Virtualization MVP and a recognized leader in Core Infrastructure Design, SharePoint Infrastructure, Virtualization, and Unified Communications technologies.

Find Nathan on: Linkedin Twitter

 
  • http://www.msn.se Peter

    Hi Nathan!
    Great post, but can you please explain all the activities in the runbook? and in the script, you have -Computername.. what computer?
    Thanks!

    • http://www.linkedin.com/in/nathanlasnoski Nathan Lasnoski

      The -ComputerName is the name of the Service Manager management server. For the activities I’m basically getting the incident object, using the incident to find the user, then using the user to get the notification address. Let me know if you have more questions.

  • Tjopsta

    This seems like a good article… but it’s useless as it’s not follow able step by step… It’s like dangling a carrot in front of your face… cmon man…

  • Tjopsta

    This seems like a good article… but it’s useless as it’s not follow able step by step… It’s like dangling a carrot in front of your face… cmon man…

  • disqus_cufydpQ0gF

    Hello, the -ComputerName is the computer name of your Service Manager server

  • disqus_cufydpQ0gF

    Hello, the -ComputerName is the computer name of your Service Manager server

  • disqus_cufydpQ0gF

    Hello Tjopsta. What part of the walkthrough do you have questions about? I’d be happy to address questions you have. The key point was to show people how to grab the “Trouble Ticket Action Log” and then use it with a notification. The other parts are pretty standard Orchestrator steps.

  • disqus_cufydpQ0gF

    Hello Tjopsta. What part of the walkthrough do you have questions about? I’d be happy to address questions you have. The key point was to show people how to grab the “Trouble Ticket Action Log” and then use it with a notification. The other parts are pretty standard Orchestrator steps.

  • ohorvath

    Great article, however it’s not working in my environment. It seems new assignment or change doesn’t trigger a “Record assigned” type action log, instead it triggers a “Task run” action type. Any idea why is this happening? :)

  • ohorvath

    Great article, however it’s not working in my environment. It seems new assignment or change doesn’t trigger a “Record assigned” type action log, instead it triggers a “Task run” action type. Any idea why is this happening? :)

  • ohorvath

    In case you’re interested, I figured it out. :) The “record assigned” type action log only recorded if you assign the incident by opening the incident form and change the “assigned to” user manually. If you just select the incident and click the “assign to me” or “assign to analyst” actions on the right, a task runs and sets the user. So this way, never creates the action log item we look for.

    • alessag

      Same scenario for me. I solved duplicating Runbook and changing monitor object from ” record Assigned” to “Run Task”.
      HTH

  • ohorvath

    In case you’re interested, I figured it out. :) The “record assigned” type action log only recorded if you assign the incident by opening the incident form and change the “assigned to” user manually. If you just select the incident and click the “assign to me” or “assign to analyst” actions on the right, a task runs and sets the user. So this way, never creates the action log item we look for.

    • alessag

      Same scenario for me. I solved duplicating Runbook and changing monitor object from ” record Assigned” to “Run Task”.
      HTH

  • Evgeny

    Thanks for the article, greatly helped!

    • disqus_cufydpQ0gF

      Thanks for the comment! Glad it helped you out!

  • i686

    Several steps are missing from the article. Would be great if those were added aswell, thanks.

    • Matt

      What is the filter between Get Related and Get IR? I”m getting all the IR’s and not sure how to only bring the one related to the monitor activity?

      • disqus_cufydpQ0gF

        You use the “related object GUID” from the “Get Related Object”. That will pull only the IR, vs. all of them.

    • disqus_cufydpQ0gF

      I’ll try to go through and update it. If you have a specific question though, let me know and I’ll try to answer it.

  • Matt

    Can this also be done with Service Requests?

    • disqus_cufydpQ0gF

      Yes. The same thing works for Service Requests.

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