How to configure ServiceDesk to notify task assignees when ticket updated via email

Article:HOWTO30369  |  Created: 2010-07-12  |  Updated: 2013-03-25  |  Article URL http://www.symantec.com/docs/HOWTO30369
Article Type
How To



Question
 

How do I configure ServiceDesk to notify task assignees when a ticket they are assigned to is updated via email.

 

 

Answer
 

Note that while this customization does work in the testing we have done.  It is intended only as a guide to what is possible.  Symantec Technical Support cannot provide any additional assistance or support for this customization. PLEASE NOTE: THIS HAS ONLY BEEN TESTED for USE on 7.0.  Customer will need to review, test and update for any later versions.

Open the SD.EmailMonitor project.
Switch to the ProcessMessage Model

NOTE: The attached graphic is an exemplar of how this is plumbed.

1.  After ‘Create Log Entry’ component on the the Yes output from the ‘Is Email a Task Response?’ Embedded Rule Model component, follow the flow to the 'Icon Url Post Notifiaction Message' and connect a ‘GetTaskAssignmentsForProcess’ component to the 'Done' output while disconnecting the existing connection to the 'Send Email' component.

Configuration of the  ‘GetTaskAssignmentsForProcess’ component.

Uncheck From Current Process:
Execution Context ID: - Select Process Variables and add GUID
All other settings leave at default.

2.  Add a ‘GetIncidentByTrackingID’ component after the ‘GetTaskAssignmentsForProcess’ component.  Information from this component will be used to populate the Send Email subject/body.  Connect the 'Not Found'output to the ‘Send Email’ component that was disconnected in step 1.

Configuration of the ‘GetIncidentByTrackingID’ component

Exchange Connection String: - Select Process Variables and add [ProfileProperties].service_desk_settings_service_desk_exchange
Tracking ID: - Select Process Variables and add GUID
All other settings leave at default.

 3.  Add a ‘Add New Data Element’ component after the ‘GetIncidentByTrackingID’ component.

Configuration of the ‘Add New Data Element’ component

Data Type: Text
Check the Is Array box
Output Variable Name: AssigneeEmailList
All other settings leave at default.

4.  Add a ‘ForEachElementinCollection’ component after the ‘Add New Data Element’ component. 

Configuration of the ‘ForEachElementinCollection’ component.

Array Variable Type: - LogicBase.Core.Ensemble.WorkflowTasks.TaskAssignment
Array Variable Name: - Click the ellipsis and select resultTaskAssignments
Item Output Variable Name: - type in EachAssignment

5.  Add a ‘Add Items To Collection’ component to the next element output on the  ‘ForEachElementinCollection’ component.  Connect the ‘Add Items to Collection’ output back to the ‘ForEachElementinCollection’ component.

Configuration of the ‘Add Items to Collection’ component.

Data Type: Text
Array Variable Name: AssigneeEmailList
Items to Add:  Click the ellipsis and check the Dynamic Model box.  Click the Edit button to create the Dynamic Model.

Configuration of Dynamic Model.

a.  Add a ‘Text Contains Rule’ component.
Configuration of 'Text Contains Rule' component.


Leave Case Insensitive checked.
Contains: Enter a constant value of Group
Variable Name: Choose process variable of EachAssignment.ReferenceType.


b.  Add a ‘GetUsersInGroup’ component.  Connect the contains output from the ‘Text Contains Rule’ component to the GetUsersinGroup’ component.  Connect the ‘GetUsersinGroup’ to the End component.

Configuration of the ‘GetUsersinGroup’ component.

On Inputs tab leave the Service URL Source at Use Default.
Group ID: Use process variable of EachAssignment.ReferenceID
On Outputs tab type in selectedassignees as the Result: value.

 

c.  Add a ‘Add Items to Collection’ component.  Connect the does not contain output from from the ‘Text Contains Rule’ component to the ‘Add Items to Collection’ component.  Connect the ‘Add Items to Collection’ component to the End component.

Configuration of the ‘Add Items to Collection’ component.

Data Type: Text
Array Variable Name: type in selectedassignees
Items to Add: Use process variable of EachAssignment.ReferenceName

 

d.  In order to pass the assignee information out of the Dynamic Model the End component needs to be configured.  Double click on the End component.

Click the ellipsis after Mapping: 
Select Value From Data, and click the ellipsis button and use selectedassignees as the variable.
Click OK until you are back to the ProcessMessage model.

6.  Add a ‘Configurable Collection Filter’ component to the model and connect to the finished output of the ‘ForEachElementinCollection’ component added earlier.

Configuration of the ‘Configurable Collection Filter’ component.

Data Type: Text
Array Variable Name: AssigneeEmailList
Filter Model: Click the ellipsis button.  In the Filter Model add a ‘Email Verification Component’ component.  On the Setup tab, click on the elipsis and choose the Process Variable 'Element'. Connect the invalid email output to Filter Out Value and the valid email output to Keep Value. 
Click OK until back at the ProcessMessage model.

7.  Add another ‘Configurable Collection Filter’ component to the model.  Connect the previous ‘Configurable Collection Filter’ component to this new one.

Configuration of the ‘Configurable Collection Filter’ component.

Data Type: Text
Array Variable Name: AssigneeEmailList
Filter Model: Click the ellipsis button.  In the Filter Model add a ‘Text Contains Rule’ component.  Connect the does not contain output to Filter Out Value and the contains to Keep Value. 

Configuration of the ‘Text Contains Rule’ component.

Leave Case Insensitive checked.
Contains: Enter a constant value of @domain.com where @domain.com is the email domain your organization uses.  For example, @symantec.com.
Variable Name: Choose process variable of Element.
Click OK until back at the ProcessMessage model.

8.  Add a ‘Send Email’ component to the model.  Connect the just added ‘Configurable Collection Filter’ component to the ‘Send Email’ component.  Connect the new ‘Send Email’ component to the original ‘Send Email’ component that is referenced in step 1.

Configuration of the ‘Send Email’ component.

From Address: - Select Process Variables and add [ProfileProperties].service_desk_settings_mail_from_address
To Addresses: - Select Process Variables and add AssigneeEmailList
Subject: - add what you wish, you can add variables from the Incident data such as Incident.ProcessID, Incident.Name, Incident.Description, etc to provide detail as to what exactly was updated.
Html Content – add what you wish, you can add variables from the Incident data such as Incident.ProcessID, Incident.Name, Incident.Description, etc to provide detail as to what exactly was updated.
On Email Settings tab, SMTPServer Name: - Select Process Variables and add [ProfileProperties].service_desk_settings_smtpmail_server

 


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