SCSM Email Integration Part 3.1.1 – New Comments – SCSM Configuration

Navigation:

Introduction

Alright, by now users are getting emailed when new work items or service requests are made. But what if an analyst adds a comment to the ticket? We can send out a message for this too.

This post will cover configuration of the SCSM server towards this goal.

Full Overview:

  1. SCSM
    1. Configure SCSM Notification Template
    2. Configure SCSM Notification Subscription
  2. Scorch
    1. Configure Runbook: Email Processing – General Routing
    2. Configure Runbook: Email Processing – SCSM Trigger Emails
    3. Create Runbook: Email Processing – SCSM Trigger – Send WI Comment Email

Details:

Step 1: Configure SCSM Notification Template

  1. Open SCSM Console -> Administration -> Notifications -> Templates
  2. Choose ‘Create E-Mail Template’
  3. On the ‘Create E-Mail Template’ -> General screen, enter a name such as ‘Trouble Ticket Analyst Comment End-User Notification Template’.
  4. Still on the ‘General’ screen, for the ‘Targeted Class’ section, choose ‘Trouble Ticket Analyst Comments’. If you don’t see this class on the ‘select a class’ screen, make sure that the drop-down box on the ‘select a class’ screen is set to ‘all basic classes’.
  5. Still on the ‘General’ screen, choose the management pack created in a previous post.
  6. Click ‘Next’ to proceed to the ‘Template Design’ screen.
  7. On the ‘Template Design’ screen, enter the following text for ‘Message Subject’:
    SCSM_Trigger_CommentUpdate on $Context/Path[Relationship='WorkItem2!System.WorkItem.TroubleTicketHasAnalystComment' SeedRole='Target' TypeConstraint='WorkItem2!System.WorkItem']/Property[Type='WorkItem2!System.WorkItem']/Id$$Context/Path[Relationship='WorkItem2!System.WorkItemHasCommentLog' SeedRole='Target' TypeConstraint='WorkItem2!System.WorkItem']/Property[Type='WorkItem2!System.WorkItem']/Id$
  8. Still on the ‘Template Design’ screen, enter the following text for ‘Message Body’.
    $Context/Property[Type='CustomSystem_SupportingItem_Library!System.Information']/Id$
  9. Still on the ‘Template Design’ screen, ensure that the checkbox for ‘Send as HTML’ is unchecked (left clear). We want to send as plain-text.

Step 2 – Configure SCSM Notification Subscription

  1. Open SCSM Console -> Administration -> Notifications -> Subscriptions
  2. Choose ‘Create Subscription’.
  3. On the ‘Create E-Mail Subscription’ -> General Screen, enter a name such as ‘Notify on Non-Private Work Item Comments’.
  4. Still on the ‘General’ screen, near ‘When to Notify’, select ‘When an object of the selected class is created’.
  5. Still on the ‘General’ screen, near ‘Targeted Class’, select ‘Trouble Ticket Analyst Comments’.
  6. Still on the ‘General’ screen, near ‘Management Pack’, select the management pack created in a previous post.
  7. Click ‘Next’ to proceed to the ‘Additional Criteria’ screen.
  8. On the ‘Additional Criteria’ screen, check the checkbox next to ‘Is private’ and click ‘Add’.
  9. Still on the ‘Additional Criteria’ screen, under ‘criteria’, form the following directive then click ‘Next’:
    [Trouble Ticket Analyst Commands] Is private Equals False
  10. On the ‘Template’ screen, select the template created in the previous section and click ‘Next’.
  11. On the ‘Recipient’ screen, select the helpdesk account and click ‘Next’.
  12. Finish the wizard with no other customizations.

Congrats! You should now receive trigger emails at the helpdesk account for new non-private comments on Incidents and Service Requests.

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6 thoughts on “SCSM Email Integration Part 3.1.1 – New Comments – SCSM Configuration

  1. Pingback: How I Handle SCSM Email Integration | windowsmasher

  2. Pingback: SCSM Email Integration Part 3.2.1 – New Comments – Scorch Configuration | windowsmasher

  3. Pingback: Part 3.2.2 – Runbook Design – ‘Process Email – SCSM Trigger Emails’ – Rev2 | windowsmasher

  4. Pingback: SCSM Email Integration Part 3.2.3 – Runbook Design – ‘Process Email – SCSM Trigger – Send WI Comment Email’ | windowsmasher

  5. Pingback: SCSM Email Integration Part 4.1.1 – Receiving Comments | windowsmasher

  6. Pingback: How I Handle SCSM Email Integration – Navigation | windowsmasher

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