ServiceDesk 'VIP' Alerting
Recently I had a client request to notify the Service Managers when certain ‘VIP’ users raised a ticket (Or had one raised on their behalf).
The question was:
Is it possible to create a rule (or Automate) the process of notifying additional people when a particular user (or member of VIP group) submits a request ?
For example, when an incident is raised by (or the affected user is) Ia , Bra , Mark, David or Jo , then a copy of the incident is also sent to The service manager.
At first this seemed really easy, I mean HelpDesk6 had a ‘notification rules’ module that meant that this could be created in about 3 minutes . . . ServiceDesk7 – not so much.
The first reaction was to build something based on the VIP flag that is on every user, but when the client mentioned that he wanted more than one notification group, things became murky. .
So after a bit of noodle-scratching and to-ing and froing I came up with the following.
We created two new groups in the ServiceDesk User management section (Notification1 and Notification2)
For each person we wanted to be alerted about, we added people into those groups.
The changes to the workflow basically just enumerate members of each of the new groups and add them to a variable, the ‘affected user’ from the ticket then gets compared to this new variable and if it is true (The affected user is a member of a notification group) then an email goes to either the Service Manager or the Operations Manager – depending on which group they were a part of!
A deceptively simple solution to a potentially difficult request, and they can maintain it themselves in the future (unless they want more groups )
( I’ve attached a screenshot below for visual reference )
Hope this helps give you a glimpse into the mind of a workflow development process !
(The Workflow below is part of SD.IncidentManagement and is on the Initial Diagnosis model)