ServiceDesk

 View Only
  • 1.  SD 7.5: Send Email to Owner or Group When Incident Updated Via Email

    Posted Jun 27, 2014 01:58 PM

    I know that we did this in 7.1 and that there's a great document on what to change/add in the EmailMonitor workflow to make this happen. What we'd like is this same functionality in 7.5. I could modify the same workflow and place most of the same components to make it happen but what are others doing? Is there a rule built-in that I'm just missing (I could do onIncidentEdit but don't want to email on every edit). Do we create a send to workflow somehow or some other method? Any feedback would be great.



  • 2.  RE: SD 7.5: Send Email to Owner or Group When Incident Updated Via Email
    Best Answer

    Posted Jun 30, 2014 08:28 AM

    You need to create a WF for this and then use rules to execute it. See article:

    https://www-secure.symantec.com/connect/downloads/send-incident-workflow-automation-rule-example-notifying-users-comment-added



  • 3.  RE: SD 7.5: Send Email to Owner or Group When Incident Updated Via Email

    Posted Jun 30, 2014 09:45 AM

    And that's close to what I was looking for. This does an email when there are comments but the emailmonitor workflow doesn't add the entry as a comment. I'll play around a bit and see what I can do with it.



  • 4.  RE: SD 7.5: Send Email to Owner or Group When Incident Updated Via Email

    Broadcom Employee
    Posted Jul 07, 2014 12:05 PM

    You need to make a single modification to the E-mail monitor project so that e-mail replies get saved as a comment instead of a process message. 

    1. Open SD.Email.Monitor
    2. Open the ProcessMessage model
    3. Doublec clik the 'Add Response to History' component. This component can be found following the 'Is Email a Task reply' path.
    4. Change the setting 'Process View Message' from 'Process Message' to 'User Comment'.
    5. Click Ok.
    6. Publish the project.