Email to Assignment group when user make update in ESS on incident

Hi Experts,

 

We have a requirement of sending email to assignment group when any contact person of the incident update the incident from webclient/Ess link , the email should trigger only when update is made from webclient and not from thick client. please suggest.

  • Greetings.

    I have attached a document with an example of how to notify to an operator when an incident is updated. Now, the thing is that as I understand it, what you do in the windows client, is reflected in the web tier and it is the same when you do something on web tier, it is reflected on the windows client. So, again, my suggestion is to open a case for the R&D team, so they can evaluate if it is possible to achieve this feature you want.

  • You may also wish to use the RAD function sysinfo.get("Environment") to help you determine which user is a web or windows client user. Here is more information about this function from the SM Help Server:

    RAD function: sysinfo.get("Environment")

    A RAD function that returns the following:
    •Returns scserver if your session is a client application connection such as ConnectIT or GetServices.
    •Returns sm if your session is a background process such as a scheduler.
    •Returns scguiwswt if your session is a Windows client connection.
    •Returns scguiwweb if your session is a Web client connection.

    Function

    sysinfo.get("Environment")

    Format
    $info=sysinfo.get("Environment")

     

  • If only it was that simple, you could just add an expression to the notification condition so that it is only called when the ESS client is used:

    nullsub($G.ess, false)=true and [REST OF CONDITION]

    But, the ESS user actually updates the interaction, not the incident, and any activites propagated to the related incident are actually executed by the linker process, so this doesn't work at the Incident(probsummary) level. 

    You could add a JavaScript to notify the assignment group of the related incident when the ESS user adds a comment to the interaction. You would need to query the screlation table to identify the related incident ID, then retrieve the assignment group name from the record to use for sending the notification.