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ServiceDesk 7.5 send email rule action to task assignees does not work

Created: 21 Dec 2012 | 9 comments
dawi_x's picture

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

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toomas's picture

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?

Rdutch12's picture

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

dawi_x's picture

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

Bugatti's picture

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.

01.jpg 02.jpg 03.jpg 04.jpg
CNWilliams's picture

ServiceDesk 7.5 Release Notes at

http://www.symantec.com/docs/DOC5720

Known issues section:

Issue Description Article link
Automation Rule "to send an email To Task Assignees on Task Creation" may not work properly

Scenario 1:

When a subtask is created, you want to send an email to notify the subtask assignee.

  • You create an email template for the Data Event, TaskCreated.
  • You create an Automation Ruleset and a rule to send an email To Task Assignees on Task Creation.
  • A subtask is created.
  • Rule runs and evaluates properly and claims to have performed the action successfully.
  • Assignee never receives the email.

Scenario 2:

When any other type of task is created, you want to send an email to notify the task assignee.

  • You create an email template for the Data Event, TaskCreated.
  • You create an Automation Ruleset and a rule to send an email To Task Assignees on Task Creation.
  • Rule runs and evaluates properly and claims to have performed the action successfully.
  • Assignee may or may not receive the email.
 

 

Kindest Regards,

CNWilliams

CNWilliams

TGiles's picture

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.

dawi_x's picture

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

toomas's picture

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.