Scsm Incident Assignment Workflow

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I’ve had this question come up a few times now, so to avoid repeating myself I’ll just blog about it! 🙂

Scenario: Affected user receives an email from the service desk requesting additional information.  The affected user replies to the email providing the additional information.  The Exchange connector picks up the email and updates the action log with the additional information.

Question:  How does the assigned to user get notified that the affected user has provided the required information?

Here’s how…

  1. Decide on some property or value that indicates the user has updated the incident.  For now let’s assume that we are going to add a new status called ‘Updated by Affected User’ as a sub status under Active.  Do this by editing the incident status list in the Lists view.  You could do other things like create your own custom property called ‘Updated by User’ or whatever.
  2. Create an incident template that sets that property from #1.  In this example the template would set the incident status to ‘Updated by Affected User’.  Hint: you can change the status in template mode using the ‘Change Incident Status’ task in the Tasks pane.
  3. In the Exchange connector properties dialog there is a place where you can choose which template to apply when an incident is being updated.  Select the template you created in #2.  Now  – whenever the incident is updated by the Exchange connector this template will also be applied which will change the status to ‘Updated by Affected User’.
  4. Create a notification template for this scenario if you haven’t already done so.
  5. Create an incident event workflow with the criteria: when incident status changes FROM not equal to ‘Updated by Affected User’ TO equal to ‘Updated by Affected User’.  Choose the notification template you created in #4 and the assigned to user.

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One of my customer’s has multiple sites worldwide.
Some of these sites have their own Support Group. For these sites, support groups are created within Service Manager.

All users world wide can create requests on the portal.
But when a users in the US creates an Incident, the incident needs to be assigned to the US Support Group. The same needs to happen for users in Belgium, these users need to be added to the BE Support Group.

The support group only needs to be set automatically for Incidents created by the portal.
This is because an analyst in Belgium can solve a problem for a user in the USA.
We don’t want to update the support group to the USA when the analyst in Belgium created the problem using the console.

This blog post will explain how to do this using the SCSM Console.

To do this, we will use the “Office” AD property. Make sure the office is correctly filled in for each user IN Active Directory.

You can check a users location by going to Configuration Items – Users open a users properties and verify the Office field is set correctly.
In this example, the office is set to “Ferranti Houston”.

Create an Incident Template and only define the Support Group in the template.

Go to Administration – Workflows – Configuration – Incident Event Workflow Configuration
And create a new workflow.

Give the Workflow a Name, Description and select a Management Pack.
Set the parameter “Check for Events” to: When an object is created.

In the Event Criteria, select the Affected User class, and search for the Office property.
Add this property to the criteria, and set the criteria to contain your office name.
In this example the office name is “Ferranti Houston” so the property is set to Houston.

You can add multiple Offices to the criteria if you want to use the same support group for more offices.

Because we only want to apply this template for incidents created by the portal, we also need to add a criteria for this.
Select the Incident class, and add the source property to the criteria. Set the criteria to “equal Portal”.

In the Select Incident Template settings, apply the template created earlier.

You can send out a notification if you want to but it isn’t needed in this case.
Create the workflow. Follow the same steps for other regions.

Regards,

Valérie

Tags: SCSM 2012

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