ServiceDesk

Hey All -

I'm running servicedesk 7.0, and when I assign a ticket to an individual they get an e-mail notifying them. However, when I assign a group of individuals to a ticket, there's no e-mail sent informing them, either individually or the group e-mail address. Any ideas?

Thanks,

Steve

To do this i had to add the logic myself, as it was not part of 7.0  There is a skeleton embedded model for this but its disabled. I enabled it and placed all my code there to loop thru members and email them with my modified templates.

Also, you will want to add a check so that you don't end up sending emails to 'all users' by an accidental assignment. Unless you are filtering out groups like that from the assignment list up front.

It's in the start process of the Initial Diagnosis model.  You'll see a "Send Email to Group" embedded model that's greyed out.  Just right-click on it and enable it.  You can add your own groups or leave the standard logic as it is.

Its been almost a year since i did mine, but i was thinking that what they had in there was not sufficient to actually work.

Regardless, due to other requirements I ripped it out totally and instead:

1 - It checks for what group its assigned to ( procedurally we only allow one assignment so i only have to do this once, if that wasn't the case then it would have to loop thru #2 and #3 for all assignees )

2 - Filters out 'bad groups' ( like 'all users' ) and sends me a mail directly so i can yell at the person for not following procedures. ( later we added a filter to the choices when assigning based on what group you are in, so that you couldn't assign to a 'bad' group in the first place. A much better solution ). With us, if someone assigned to the all users group by mistake, that would be 50,000 emails ( and as we grow back to the level we had in v6, several hundred thousand )

3 - If a valid group, it pulls out the members as an array and sends mail to all of them.

The plan was to eventually change step #3 to send to an exchange distribution list instead of individual members so we would again have more granular control over notices, but we didn't get that far before we killed the project and tossed ServiceDesk to the curb.

What did you go for when you ditched ServiceDesk?

I am thinking of making the recommendation to scrap this product. It's way to difficult to use, and too finicky. Things like this should be an option, not a worklfow modification.