8 Replies Latest reply on Nov 29, 2017 4:35 PM by blwallace

    Understanding sending notifications

    blwallace Specialist

      I'm running SD2017.1.  I'm trying to understand the notification process more fully.

      Incident Management->Note has:

      • Notify Assignee
      • Notify Originator
      • Notify Customer
      • Notify Supplier

      Incident Management->Reminder has:

      • Notify Assignee
      • Notify Originator
      • Notify Customer
      • Notify Supplier

      Change Management->Reminder has:

      • Notify Assignee
      • Notify Originator
      • Notify Customer
      • Notify Supplier

      These are all boolean objects to check to send out notifications.  How do I determine what user is getting the notification from what attribute?  Can I create a new boolean attribute to use?  What if I have a new classification of a user, say an "Implementor" - how do I create a boolean attribute on a Note or Reminder window to send to this new user class?

        • 1. Re: Understanding sending notifications
          Julian Wigman ITSMMVPGroup

          Notify Originator checked means the RaiseUser will get the email.

           

          Notify Customer checked means if you (a) have a customer attribute set on the window and they are setup to receive group messages then they’ll get an email if the email address on the supplier group profile is setup.

           

          Notify Supplier is similar to Customer except it is based on the Supplier field on the process main window.

           

          Notify Assignee is often misunderstood; it is nothing to do with the current assignees of the lifecycle, It basically emails whoever is defined the Group and/or Role and/or User fields on the reminder window (3 dropdown lists).

           

          The above are “system created” attributes and are thus hardcoded to the above functionality.

           

          So in answer to your last question, you dont need new boolean, just set Group/Role/User dropdown either with a static value or by valuetype/calculation runtime values and remember to ALSO check the “notify assignee” checkbox and that should work as you want.

           

          Julian

          MarXtar Ltd

          • 2. Re: Understanding sending notifications
            blwallace Specialist

            Julian,

             

            That helps - a little.  Is there a way to add in another field/user/option?  We have a small IT shop.  An engineer will write up a change.  They will be the assigned analyst to this change.  Sometimes, this person will not run the change - meaning, someone else will take the original engineers instructions and run through the steps.  We call this person the Implementor.  They are not the Originator, but they become the current assigned analyst.  Imagine my surprise when I check Notify Assignee, yet the current assigned analyst never gets the email notification.

             

            You're saying, I can't add in my own "user-based' fields?

             

            btw - I using Schedule Manager to send out notifications and those windows don't seem to accept place holders in the Group/Role/User fields.  At least, I can't seem to get any substitution of {Process/_Approvals/_Builder} to work.  I can type it in, but it never saves the text.

            • 3. Re: Understanding sending notifications
              Julian Wigman ITSMMVPGroup

              Why do you not just email the assignee as part of the Assignment Action?

               

              If you do need to do in the reminder you just use the currentassignment or latestassignment Group/User/Role valuetypes in the 3 fields respectively mentioned above.

               

              Julian

              MarXtar Ltd

              • 4. Re: Understanding sending notifications
                blwallace Specialist

                "Why do you not just email the assignee as part of the Assignment Action?" - I do within the process, but my requirement is not for this type of process notification.  This is a scheduled alert, sent an hour before the change is to be run so the Implementer does not forget to run the change.  The window interface within the schedule manager process doesn't save the placeholder.  It works differently in schedule manager than it does using the same window in the process designer.  Part of my frustration.

                • 5. Re: Understanding sending notifications
                  Julian Wigman ITSMMVPGroup

                  OK now I fully understand the requirement.

                   

                  1. Create a new windowless process action called something like “Notify Implementer”
                  2. Create a mini process loop on the desired status (ie “Awaiting Implementation” maybe);  the above manual action feeding into a reminder automatic action and then link back to the original status.
                  3. On the reminder automatic action set the USER. dropdown via valuetype to your Implementer and check the “Notify Assignee” checkbox.
                  4. Invoke your new windowless action from Schedule Manager.

                   

                  Julian

                  MarXtar Ltd

                  • 6. Re: Understanding sending notifications
                    blwallace Specialist

                    Selection_069.png

                    This is what I've tried per your suggestion.  (My original process flowed directly from Assign/Reassign to Implementation.) 

                    However when schedule manager runs the manual action Notify Implementer, it can't because the action is not an optional action for the status Awaiting Implementation.  I'm unable to make Notify Implementer an optional run action for the status.  It appears that any status cannot have as optional actions any manual action following (attached to) the status.

                     

                    Did I miss interpret your suggestion?

                    • 7. Re: Understanding sending notifications
                      Julian Wigman ITSMMVPGroup

                      Yes I think you misinterpreted my reply; “Awaiting Implementation” was just an example.

                       

                      In your above screenshot:

                       

                      1. Take the connection into “Awaiting Implementation” and rejoin it to the “Implementation“ status.
                      2. Delete the “Awaiting Implementation” status; you dont need it!
                      3. Take an connection from the outgoing side of “Implementation” status into the inbound side of your “Notify Implementor” manual action.
                      4. Rearrange to look pretty.

                       

                      so you should have:

                       

                      Implementation (Status) —> Notify Implementer (Manual Action) —> Add Reminder (Automatic Action) —> Implementation (Status)

                       

                      Juliam

                      MarXtar Ltd

                      • 8. Re: Understanding sending notifications
                        blwallace Specialist

                        Ah - it's all clear now.  This technique will definitely help me in future processes.

                         

                        Thanks!