Frequent Contributor.. Yafet_1 Frequent Contributor..
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Email Notification for Incident Ticket Assignment

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Hi Experts,

 

I need to know, when we assign a ticket incident to a certain assignment group, does the email notification send to the whole member of an assignment group by default?

 

My sample scenario is like this:

1. an incident sent to "NETWORK SUPPORT" group

2. "NETWORK SUPPORT" group consist of 2 people. eg. NW-1 (nw-1@abc.com) and NW-2 (nw-2@abc.com)

3a. When the "NETWORK SUPPORT" group received an incident ticket, BUT the "Assignee" field is left empty, will the email notification of incident assignment still be sent to both NW-1 and NW-2? or it doesnt send any email notification at all?

 

OR, it can be like this:

 

3b. When the "NETWORK SUPPORT" group received an incident ticket, BUT the "Assignee" is NW-1, the email notification only gets sent to NW-1 dude (nw-1@abc.com), instead of everyone of member NETWORK SUPPORT

 

4. Can we set it like this, let's say NETWORK SUPPORT has a distribution-list email, eg; nw-support@abc.com which consists of nw-1@abc.com and nw-2@abc.com - just like normal mailing list, and whenever Service Desk doesn't specify the Assignee (the ticket just sent to the group), it will sent the email notification to the group email distribution-list instead of individual email.

But, when the SD specifies the "Assignee" , the email will just get sent to the person they assign the ticket to (eg. nw-1@abc.com or nw-2@abc.com)

 

 

Hope someone understands my question.

 

 

Thanks!

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lwvirden Absent Member.
Absent Member.

Re: Email Notification for Incident Ticket Assignment

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Both 3a and 3b are possible. To do this, go to tailoring > notifications > notifications, find IM Open with a condition of true, and look at the mail that is currently being sent. What you will need are 2 different entries. One will have as a condition:
not null(assignee in $L.file) and assignee in $L.file~=assignee in $L.file.save - if there is an assignee, and the value is different from the previous value (whether empty or someone else).
Then, for this entry, put assignee in $L.file as the recipient.
This takes care of the 3b case - send a mail to the assignee if specified.
Then you need a second entry. It's condition would be
null(assignee in $L.file) and not null (assignment in $L.file) and assignment in $L.file~=assignment in $L.file.save
with a recipient of assignment in $L.file.
This says if there is no assignee, and there is an assignment group, and the assignment group has been changed, send the current assignment group an email.

As for mailing to a distribution group instead of people - if the distribution group has an operator and contact record, the group should be able to be put into the Service Manager assignment group and then it would get an email.

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Outstanding Contributor.. tomkool007 Outstanding Contributor..
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Re: Email Notification for Incident Ticket Assignment

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Hi,

Yes it will be sent whole group, If your not mentioning assignee name. You need configure in the notification IM.open.
Best Regards,
Tom
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Frequent Contributor.. Yafet_1 Frequent Contributor..
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Re: Email Notification for Incident Ticket Assignment

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Ah Ic, so all of my questions from point 3a, 3b and 4 is doable? will try it now.
Can you give me the condition for that?
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Outstanding Contributor.. tomkool007 Outstanding Contributor..
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Re: Email Notification for Incident Ticket Assignment

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Best Regards,
Tom
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lwvirden Absent Member.
Absent Member.

Re: Email Notification for Incident Ticket Assignment

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Both 3a and 3b are possible. To do this, go to tailoring > notifications > notifications, find IM Open with a condition of true, and look at the mail that is currently being sent. What you will need are 2 different entries. One will have as a condition:
not null(assignee in $L.file) and assignee in $L.file~=assignee in $L.file.save - if there is an assignee, and the value is different from the previous value (whether empty or someone else).
Then, for this entry, put assignee in $L.file as the recipient.
This takes care of the 3b case - send a mail to the assignee if specified.
Then you need a second entry. It's condition would be
null(assignee in $L.file) and not null (assignment in $L.file) and assignment in $L.file~=assignment in $L.file.save
with a recipient of assignment in $L.file.
This says if there is no assignee, and there is an assignment group, and the assignment group has been changed, send the current assignment group an email.

As for mailing to a distribution group instead of people - if the distribution group has an operator and contact record, the group should be able to be put into the Service Manager assignment group and then it would get an email.

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Frequent Contributor.. Yafet_1 Frequent Contributor..
Frequent Contributor..

Re: Email Notification for Incident Ticket Assignment

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Hi, thank you so much!
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