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ServiceDesk 'VIP' Alerting

Created: 22 Nov 2011 • Updated: 17 Jan 2012 | 6 comments
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AussieConsult's picture
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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 groupssmiley )

( 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)

 

Notification Flow

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rickss38's picture

James,

Question, i am currently thinking of the same thing in my workplace but where do you add this VIP group.  Is it under User Accounts or is this something we add to the Management Console?  My initial thing is to create a rule when a VIP person calls this automatically gets routed to a service supervisor or Manager.  At that time they will decide what to do. 

 

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gBBB's picture

rickss,

To answer your specific question, it appears the original poster created ProcessManager groups (or imported AD security groups) that corresponded to his "VIP groups." He simply hardcoded his flow to reference these specific groups. The other alternative he mentioned was to use the VIP flag that can be applied to any user in ProcessManager (Select to "Manage User" and you'll find the checkbox there).

 

However, I would suggest that the same functionality demonstrated in the original post is much simpler when using the Automation Rules framework that was introduced to Incident Management in 7.1 SP2, and that will be expanded further in the next ServiceDesk release.

Some sample steps:

1. From ProcessManager, navigate to Admin > Automation Rules

2. Select to "Add Email Template" and create a template using the available fields. Save when done.

3. Select the "Initial Routing" Ruleset - this ruleset is run every time an incident is created

4. Add a Rule.

Set the condition to Submitter > Is In Group and begin typing the name of the group you wish to have as your "VIP" group.

Set the Action to Send Email > To Specific User (or to Specific Group). Select your email template.

 

You can also create similar rules to handle as many variations of VIP and notification groups as you want.

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rickss38's picture

This sounds like what i was looking for, and yes i did find that VIP option under the user settins. I currently do have groups setup in AD, i will look into creating the VIP group and inporting.  I will play around in my DEV environment and see what compiles.  thank you.

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AussieConsult's picture

Yes gBBB, you are correct, this was on an earlier version of SD (sp1 i believe) and the Automation rules engine was not available.

This same functionality is now inculded in SP2 (And future releases)

Thanks

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seralar's picture

HI guys,

I need this funcionality but notifications will do with SLAs times...

 

Any idea..

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gBBB's picture

Seralar,

ServiceDesk 7.5 introduced a reworked SLA model which integrates directly with the Automation Rules engine. You can create custom SLA configurations as well as custom actions and notifications when SLAs are missed. You can see this video for a brief introduction: https://www-secure.symantec.com/connect/videos/servicedesk-configuration-sla-framework-overview

 

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