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SCSM Notify "Assigned To" User on Assignment Change with Orchestrator

Author by Nathan Lasnoski

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.   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:   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

Chief Technology Officer