ServiceDesk 7.5 send email rule action to task assignees does not work
Hi all,
Anyone got the "send email" action working in the process automation rules (incident mgmt) when the receiver is set to "to task assignees".
Environment is SD 7.5.
Basically, I have a custom ruleset created for the data event "TaskCreated". In here I have created a rule which specifies the condition: "When taskname starts with Subtask:" and the action: send email to "Task assignees". So I'm trying to notify the support users who are getting a subtask assigned.
The rule executes fine and I can see that the email action is executed to all task assignees, but they never receive any email. All other rules and rulesets with email actions are working as expected. I cannot embed this functionality in workflow, because its in the core incident mgmt process.
Tnx for the response.
kr, dawi_x
Comments 9 Comments • Jump to latest comment
I see the same behaviour. After running a few tests, I think know why this is happening but I cannot think of a good workaround at this point.
I will make sure to report this issue but you really should create a support case about it (and if you do, please send me a message with the case number).
Have you tried using the same rule for any other tasks? OnTaskCreated sending an e-mail to Task Assignees?
Thomas,
I can confirm the same issue. And I think it was reported before. Of course a way around this is to create a seperate workflow, and call that as the action.
Rob Hilberding Sr. Consultant ExpressAbility www.expressability.com
Hi Toomas,
I will open a case for it when I'm at the customer site in a few weeks.
Tnx for the response.
kr, dawi_x
Hi All.
I am also experiencing the same issue where I have created a ruleset with a rule action to send an email to Task assignees, when a Subtask is created.
I have create a Support case through MySupport. The case number is: 03839570
To view my configuration, I have attached 4 screenshots which details the ruleset and rule I have created.
ServiceDesk 7.5 Release Notes at
http://www.symantec.com/docs/DOC5720
Known issues section:
Scenario 1:
When a subtask is created, you want to send an email to notify the subtask assignee.
Scenario 2:
When any other type of task is created, you want to send an email to notify the task assignee.
Kindest Regards,
CNWilliams
CNWilliams
You need to have the ruleset run against the TaskAssignmentChange data event and not the TaskAssignment data event. This should allow you to send the e-mail to the Task Assignees.
The TaskAssignment & TaskAssignmentChange data events are executed back to back within ServiceDesk. During the TaskAssignment execution the actual Task assignee information hasn't been created in the system. When the TaskAssignmentChange event kicks off the necessary information is finally available.
In the upcoming MP1 release for ServiceDesk 7.5 the 'To Task Assignee' option will only be available when using the TaskAssignmentChange ruleset.
Hi TGiles,
I will test the functionality with the TaskAssignmentChanged data event as soon as I'm at this customers' permises.
Thanks for clarification.
kr, dawi_x
In 7.5, you won't be able to actually use a Send Email action with To Task Assignees on the TaskAssignmentChanged Data Event.
You will be able to create and configure the action but once it runs you will see this error:
Error: This action should only be run within the Task Created data event
For a fix, you will have to wait for 7.5 MP1.
Ok, tnx for the update Toomas.
kr, dawi_x
Would you like to reply?
Login or Register to post your comment.