ServiceDesk

Hello,

We have an out of the box installation of ServiceDesk 7.1 SR2.  When a sub-task is assigned to an individual technician, that technician will receive an email notification.  However, when a sub-task is assigned to a group, the members of that group do NOT get any type of email notficiation.

Is this something that can be easily turned on?

I believe I saw this just today, and I noticed the Send Email To Group component was disabled.  In the SD.IncidentManagement project open the Initial Diagnosis model.  Edit the Initial Diagnosis dialog, and click on the Event Configuration tab.  Open the Start Process model by clicking on the "..." button on the right.  In there, around the middle of the workflow, you will see an embedded component called Send Email To Group.  Right click on it and edit component, and enable it by clicking on the settings tab and checking "Is Enabled".

And when sending e-mail results in some kind of error (which it often enough does), it'll go into exception :)

HOWTO10835: How do you get email notification to a group when a task is assigned?
http://www.symantec.com/docs/HOWTO10835

We enabled that and it is really chatty.   It wanted to update the group everytime the ticket sneezes.

Our partner actually setup some routing rules based on the classification selection.  It looks like their is an email group option.  Has anyone ever played around with that?

Thanks for the feedback everyone and the link!

Be careful though, because Jamie is right. The workflow is called everytime an incident is saved (or so it seems) so any changes can very likely result in another email to the entire group using the same email message that is set up in the workflow. It can seem like the system is sending the same email over and over again and while it is, it is sending it not because a the same incident keeps getting created but because it is being updated. There are ways around it and I have put a few methods in ours and so far it seems to be working. I will see if I can at least get a screenshot of it so you can see an idea.

If you also want your groups/workers to know if they had an update to a ticket via e-mail reply, don't forget you might want something in the email monitor.   That was a nice bonus we put in there.  

What would be needed to exclude certain groups from receiving notices - would it be easier to only sent email notifications to select groups using some form of the matches or enum component?

Steve