ServiceDesk

 View Only
Expand all | Collapse all

How to receive email notification when redirect task to different group?

  • 1.  How to receive email notification when redirect task to different group?

    Posted Dec 07, 2011 04:50 PM

    I have reassigned my "needed classify emails" to Support I instead of Service Manager(TECH138601), and also enabled the email notification to Support I group (HOWTO10835) when a task is assigned.  But I am not getting email notifications when the "needed classify emails" is in the actual tasks for Support I gorup.  However they are getting emails when I assign incidents to Group I.  Just not the "needed classify emails" notification.

     

    Is there a way fix this, so Support I group can be notified when there's an incident that needs to be classify?

     

    Thanks!



  • 2.  RE: How to receive email notification when redirect task to different group?

    Posted Dec 08, 2011 10:37 AM

    I have not verified yet on my servers that this isn't working. It should be working as the create incident componenent in the SD.InboundEmailManagement appears to directly create an incident through the URL which I believe calls SD.IncidentManagement (I may be wrong on how that component works so someone else might have more insight). That being said, You could actually combine elements here to make this work.

    I am still working on testing this but this should work. Use and test at your own risk...

     

    Open both SD.IncidentManagement and SD.EmailInboundManagement. 

    In SD.IncidentManagement follow HOWTO10835 and copy the "Send Email to Group Component"

    In SD.InboundEmailManagement open "Email Received, Decisions Required", click on the Interaction Setup tab and then click on the ellipses next to Dialog Model.

    Right around the middle of that form you will see an "Email Classification Form". There are 2 output paths that you would be interested in; "Create Incident Quickly" and "Create Incident By Setting Priority" but both go to the same Incident Creation group of components.

    Follow the "Create Incident Quickly" path down and to the right. You should eventually see a "Submit Incident" component. You can paste the "Send Email to Group Component" here and make the output of the Submit Incident component go into the "Send Email" component and then the output of it can go into the "Incident Submitted" form component.

    You may also want to go back to SD.IncidentManagement and copy the Exception Trigger component along with the log and Go To components as well (Send the Go To Component to the "Incident Submitted" form which will let the inbound management continue in case there's an issue with the email component.

     

    This should work just fine because there is only a single group that the email needs to be sent to because there is only a single group who gets these requests assigned to them. I am sure there are other ways and I can think of other options as I write this but so take this as only one option.