Workflow Soluiton

Hi,

Hoping for a quick answer here (just point me in the right direction)

Trying to get more out of logging an Incident by Email.

We have User who are part of certain groups in AD or even better a specific OU

Generally which Workflow components do i need to achieve the routing assignments?

I know i need to edit the Email Monitor Workflow, to make this information available and then edit the SD.Routing Rules so when a Incident is created it goes to the relevant group.

***If there is already a section in one of the workflows which i can copy or look to see how the components are configured, PLEASE let me know where they are*** I'm not expecting anyone to spoon feed :-p

Regards

Ok, hoping if simplify the question, i might get some replies :)

In a nutshell, if i have a user who is a memeber of group, then route the Incident to a specific Support Group.

I'm familiar (kind of) with the determine Assignment model, but if i were to add a Matches Rule, there doesnt seem to be a variable which allows us to compare the Groups within Service Desk...

Any workflow guys out there?

You should look in to the LB.Components.ActiveDirectory library. There are several Get User in * components in there.

It's not loaded into the project by default, so you may have to manually add it.

Thanks Reecardo,

I'm really struggling with this though...

I've managed in the past to be able to do something similar by using Location, but the AD component is possibly a bit advanced for me. That said, i'm trying to simplify it a bit and use Groups.

We have a Group defined in AD, which gets replicated to Service Desk with all the users in that group. They do not use the Web Portal, but rather the use of email only.

So the trick here is to determine from the Users email address what groups they're a member of and then route the call to the relevant Support Group.

Can i do this just from the Routing Rules project or do i still need to open the Email Monitor Project and set values in there? The main issue i have here, is if i put in a Matches rule, i cant seem to fetch the user Groups?

Not sure if i'm making much sense, but if anyone is keen to assist, i'm sure i can clarify this better...

OK, if you're using a "synched AD setup" with ProcessManager, you should be able to use the Process Manager components (after all, the data is getting synched).

There should be a component in Process Manager/Userman called GetUserGroupsByUserEmail that should gice you group names

Hi Guys,

Is anyone able to expand on what Reecardo said? (I'm stuck!)

Do i use the GetUserGroupsByUserEmail component in the Determine Assignment Workflow or the Mail Monitor Workflow?

Forgive me for being kinda clueless about the SD stuff, I don't know it thoroughly. I'll ask around and see what and of my SD colleagues can offer.

Much appreciated!