ServiceDesk

How can a send an Email to the Worker or Servicdesk Group if an Email arrived (with Replay-Code) an Incident.
The Worker has allways open his EMail but not the Servicedesk (Licenses) and can read Email from Blackberry on this way its importend that the Worker get an Email about news from his Incident.
Thanks for help
Paul

You can try article 53727 on the Knowledge Base (kb.altiris.com).  It gives you the information you need to configure.  I haven't actually tried it myself so can't confirm that it works.

Dear Isabel

Thanks for your Help.
If i create following Step:

After ‘Create Log Entry’ component on the the Yes output from the ‘Is Task Response?’ Embedded Rule model component, add a ‘GetTaskAssignmentsForProcess’ component.

Configuration of the  ‘GetTaskAssignmentsForProcess’ component
Uncheck From Current Process:
Execution Context ID: - Select Process Variables and add GUID
All other settings leave at default.

If i publish the Application to Server i get an error:

Parameter "GUID" must be configured

Can you tell me, what is wrong? Have you maybe an example?

Thanks and kind regards
Paul


W 

•  

Hi Paul

Try using TrackingID - Select process variable - GUID (see below).

That should work.
:)

Hi Isabel

thanks, its work but no email to the assigned Worker. I will show tomorrow why and check the workflow Log about error entry.
Maybe you can  send me your deployed file and i can check the different.

Kind regards from Bozen
Paul

Has anyone actually managed to get this working ?

 

I'm running MR2 and follows the KB Article explicitly - i even had a colleague check it for me because it was driving me nuts ... :)

 

The issue is around the variable [EachAssignment.ReferenceName], values : () that gets used as the "To" field - the value in this variable is NOT an email address so the workflow terminates and never sends an email OR enters anything into the incident history . . . 

 

Anyone ?

Is this the KB article?

http://www.symantec.com/business/support/index?page=content&id=HOWTO30369&actp=search&viewlocale=en_US&searchid=1286209159476#

I tried searching for the KB number but since we are now on SymWise I think the KB number got lost

Thats the one ....

 

Has anyone managed to get this working without having to change it fundamentally ?

I have also tried this yesterday. Did not work. Anyone solved this yet?

Still trying to get this to work...

Here's an except from the KB Article 30369 (link provided above by billasullivan):

Add a ‘GetIncidentByTrackingID’ component after the ‘GetTaskAssignmentsForProcess’ component.  Information from this component will be used to populate the Send Email subject/body.

Configuration of the ‘GetIncidentByTrackingID’ component.

• Exchange Connection String: - Select Process Variables and add [ProfileProperties].service_desk_settings_service_desk_exchange
• Tracking ID: - Select Process Variables and add GUID
• All other settings leave at default.

 Add a ‘ForEachElementinCollection’ component after the ‘GetIncidentByTrackingID’ component.  Connect the Finished output to the ‘Add Response to History’ component that is already present.

Configuration of the ‘ForEachElementinCollection’ component.

• Array Variable Type: - LogicBase.Core.Ensemble.WorkflowTasks.TaskAssignment
• Array Variable Name: - Click the ellipsis and select resultTaskAssignments
• Item Output Variable Name: - type in EachAssignment

Any progress on this case? I'm also trying to find some solution for this..

(Regarding the "GetIncidentByTrackingID" component mentioned in the KB Article 30369)

Continuing our conversation above...I resolved this by connecting the "Not Found" output to a "CreateLogEntry" component and then linked this to the "End" component.  I also added an "Exception Trigger By Component" component to trap errors from the "GetIncidentByTrackingID" component. Not sure if this is the best resolve but it is definitely working 100% right now. Would love any enhancements or suggestions from anyone to improve the functionality of this customization.

See the screen shot of this customization for the SD.Email.Monitor project below.