Video Screencast Help
Symantec to Separate Into Two Focused, Industry-Leading Technology Companies. Learn more.

ServiceDesk doesn't send emails to workers

Created: 02 Jul 2013 • Updated: 16 Jul 2013 | 4 comments
This issue has been solved. See solution.

This is a new setup of Service Desk 7.5.  Emails are being sent to the user who submits the ticket (Affected user) but emails are not sent to assigned worker or assigned owner. Any help is appreciated.

Operating Systems:

Comments 4 CommentsJump to latest comment

CNWilliams's picture

Hi mssyd,

Are you using 7.5 or 7.5 MP1?

In 7.5, Known issue:

Issue Description
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.

 In 7.5 MP1, Fixed issue:

Issue Description
Automation Rule “to send an email To Task Assignees on Task Creation” may not work properly.

Previously, to send an email To Task Assignees on task creation, you added the TaskCreated ruleset and configured a rule to send an email To Task Assignees. The rule for this ruleset did not send emails for subtask creation and did not consistently send emails for any other type of task creation.
Now, you can use the TaskAssignmentChanged ruleset to send an email To Task Assignees. You do not use the TaskCreated ruleset; task assignees do not exist when the TaskCreated ruleset runs. The TaskCreated and the TaskAssignmentChanged rulesets run back to back.

See the "Sending an email To Task Assignees" topic in the Symantec ServiceDesk 7.5 MP1 Implementation Guide at http://www.symantec.com/docs/DOC6513

See the "Sending an email To Task Assignees" topic.http://www.symantec.com/docs/HOWTO84714

Kindest Regards,

CNWilliams

CNWilliams

missyd's picture

I just upgraded to MP1.  Interestingly enough, I don't even have the TaskAssignmentChanged ruleset. And....in addition, when creating rules, I don't have the ToTaskAssignees option. 

CNWilliams's picture

Hi missyd,

You have to first create an email template for the data event TaskAssignmentChanged. Next, you have to create the (Data Event) TaskAssignmentChanged ruleset. Then, you have to add a rule to the ruleset. For the action in the rule, you select Send Email and then you can select To Task Assignees.

If you follow the steps in this instruction, you should see what I am talking about.

See the "Sending an email To Task Assignees" topic.http://www.symantec.com/docs/HOWTO84714

Kindest Regards,

CNWilliams

Sending_an_email_to_task_assignees.jpg

CNWilliams

CNWilliams's picture

Hi missyd,

Here is the instruction:

Sending an email

When you create a task and assign it, you may want to notify the task assignees of their new assignment. You can configure an automation rule that sends an email to the task assignees immediately after the task is created.

You use the TaskAssignmentChanged ruleset to send an email To Task Assignees. You do not use the TaskCreated ruleset; task assignees do not exist when the TaskCreated ruleset runs. The TaskCreated and the TaskAssignmentChanged rulesets run back to back.

To send an email to task assignees you must do the following:

Step 1

Create an email template for the TaskAssignmentChanged data event.

To create an email template for the  data event

Step 2

Add a ruleset for the TaskAssignmentChanged data event.

To add a ruleset for the  data event

Step 3

Configure an automation rule to send an email to task assignees.

To configure a rule to automatically send an email to task assignees

To create an email template for the TaskAssignmentChanged data event

  1. In the Process Manager portal, click Admin > Process Automation.
  2. On the Available Services page, expand Incident Management and then click Service Dashboard.
  3. On the Automation Rules page, in the Actions: INCIDENT-MGMT section, click Manage Email Templates.
  4. On the Notification Templates page, in the Email Templates section, click Add Email Template.
  5. In the Add Email Template dialog box, in the Template Type area, click Data Event.
  6. In the Event drop-down list, select TaskAssignmentChanged.
  7. In the Name field, type the name for the email template.  This name is displayed on the Notification Templates page, in the Email Templates section.
  8. (Optional) In the Description field, type the description of the email template.  This description is displayed on the Notification Templates page in the Email Templates section.
  9. In the From field, type the email address of the user or group sending the message.
  10. (Optional) In the Subject field, type the subject of the email..
  11. (Optional) In the Body field, type the message.
  12. (Optional) Add additional information to a specific area of the email.
    • In the Add To area, select the field (From, Subject, or Body) to which you want to add the additional information.
    • Then, in the Available Fields section, select the fields that you want to add.
    • Repeat this step until you are finished adding additional information.
  13. When you are finished, click Save.

To add a ruleset for the TaskAssignmentChanged data event

  1. In the Process Manager portal, click Admin > Process Automation.
  2. On the Available Services page, expand Incident Management and then click Service Dashboard.
  3. On the Automation Rules page, in the Service Dashboard: INCIDENT-MGMT section, click Add Ruleset.
  4. In the Ruleset Name field, type the name of your ruleset. This name is displayed in the list of rulesets on the Automation Rules page in the Service Dashboard: INCIDENT-MGMT section.
  5. (Optional) In the Description field, type a description.  This description is displayed when you expand this ruleset on the Automation Rules page in the Service Dashboard: INCIDENT-MGMT section.
  6. In the Ruleset Type area, click Data Event.
  7. In the Event drop-down list, select TaskAssignmentChanged.
  8. When you are finished, click Save.

To configure a rule to automatically send an email to task assignees

  1. In the Process Manager portal, click Admin > Process Automation.
  2. On the Available Services page, expand Incident Management and then click Service Dashboard
  3. On the Automation Rules page, in the Service Dashboard: INCIDENT-MGMT section, locate your newly create Data Event (TaskAssignmentChanged) ruleset.
  4. To the right of your newly create Data Event (TaskAssignmentChanged) ruleset, click the Actions symbol (orange lightning) and then click Add Rule
  5. In the Add Rule dialog box, in the How groups are evaluated area, select one of the following options:
    • All groups must be met to satisfy All created groups must have their conditions satisfied for actions to execute.
    • Any group satisfies Only one created group must have its conditions satisfied for actions to execute.
  6. Click Add Group.
  7. In the How conditions in this group are evaluated area, select one of the following options:
    • All conditions must be met to satisfy All conditions in the group must be satisfied for the group to be satisfied.
    • Any condition satisfies Only one condition in the group must be satisfied for the group to be satisfied.
  8. Click Add Condition.
  9. In the Add Condition drop-down list, select a condition for the rule. See "Incident Management automation rules conditions"
  10. To narrow the parameters of the condition, select an option from each drop-down list that appears or type the information in the specified field.
  11. (Optional) Check Not to set a condition that inverts the selected condition so that the rule only executes if the condition is false. The Not operator applies only to the condition, not to the entire rule.
  12. Click the Plus symbol (blue plus sign) to add the condition. 
  13. Click Add Action.
  14. In the Actions drop-down list, select Send Email.
  15. In the next drop-down list, select To Task Assignees.
  16. In the Templates drop-down list, select the email template that you created for your TaskAssignmentChanged ruleset.
  17. Click the Plus symbol (blue plus sign) to add the action.
  18. In the Disposition (on successful actions) area, select one of the following options: The Disposition selection is only applicable to a rule if all conditions are met and all actions run successfully. If an error is generated during condition evaluation or action execution, the Disposition is ignored. In this situation, your selections in the Advanced section determine if the next rule should run. If the conditions in the rule are not met, the next rule always runs, regardless of your Disposition selections.
    • Continue The containing ruleset should Continue and should run the next rule in the ruleset if a rule is satisfied and its actions run successfully.
    • Stop The containing ruleset should Stop and should not run the next rule in the ruleset if a rule is satisfied and its actions run successfully.
  19. (Optional) Click Advanced and select any of the following actions that you want to include in the ruleset:
    • Run next rule if condition fails to evaluate  Lets you run the next rule if an error is generated during the evaluation of any condition. If this option is unchecked, the next rule does not run if an error is generated.
    • Run next rule if action fails to execute  Lets you run the next rule if an error is generated during the execution of any action. If this option is unchecked, the next rule does run not if an error is generated.
  20. Click Save.

Kindest Regards,

CNWilliams 

CNWilliams

SOLUTION