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Sending Notification to Workgroup

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Yousef Jamous
Respected Contributor.

Sending Notification to Workgroup

Hi All
I've tried to configure a DB rule to send e-mail to members of workgroup that is assigned to work on some change. I noticed that none of the members receive the notification. But when I assign the notification to one of the members of this workgroup, he/she receives the notification.

So, what might be the reason?
The rule that I've configured is attached. PLEASE ADVICE

I'm using OVSD 4.5 with SP24
15 REPLIES
Mihai Tita
Outstanding Contributor.
Solution

Re: Sending Notification to Workgroup

Hi,

Try to insert at Condition:

AND NOT (Assignment;To workgroup is empty)
AND Assignment;To person is empty

Regards,
Mihai
Yousef Jamous
Respected Contributor.

Re: Sending Notification to Workgroup

Thanks for your reply.
But I can't see how come this rule will fix the problem!

Let me ask this, is OVSD supposed to send e-mails to members of the Workgroup I put the rule that I have mentioned? Or it's not supported?

Rubem Andrade
Outstanding Contributor.

Re: Sending Notification to Workgroup

Hi Yousef,

The syntax is correct. Pls take a look at the LOgserver because the problem may be a SMTPERROR. Service desk can be create a email list with errors , a lack of semicolon or your list of users too large ...
Regards,
Rubem
Yousef Jamous
Respected Contributor.

Re: Sending Notification to Workgroup

I tried the syntax provides, and it sent e-mail to two users, myself and another person, but both of us are NOT part of the workgroup that was assigned the change.


I think there's no issue with the SMTP since I receive notifications for INCIDENT, but not for the rule I configured.
Rubem Andrade
Outstanding Contributor.

Re: Sending Notification to Workgroup

Yousef,

Did you follow my tip ? did you look at the Logserver. How many persons are in the workgroup ? Review one by one the emails of each person. Are you sure you didnt have an SMTPERROR?
Venkatesha_1
Outstanding Contributor.

Re: Sending Notification to Workgroup

Hi,

As far as i know this feature is not there in Service Desk.

But you can achive this with some Web-API's.

You can develop a Web-API and trigger it as DB rule when specfic conditions are met.

For Eg:
You can execute a command from DB rule with the parameter as Workgroup and all relevant parameters.
In Web-API accept these parameter and get the list of members for that workgroup.
Write a simple mail sending application to send the mail.

HTH
Venky
Jitka Urbanikov
Respected Contributor.

Re: Sending Notification to Workgroup

Yousef,

according to condition in your rule
"...When change is created
OR When change is modified
where Template (*) equals PCD - Ch Default .."
mail will be sent
1. when new change is created with template PCD - Ch Default OR
2. when template is changed in an existing change from any other template to PCD - Ch Default
Is that what you want?

We send notification from our system without problems using rule

When change is created
OR When change is modified
where
NOT (Assignment;To workgroup (*) is empty)
AND Assignment;To person is empty
AND NOT (Status equals Closed)
Assignment notification (Send e-mail message) , Send to: [Assignment;To workgroup]
...

Jitka
Jitka Urbanikov
Respected Contributor.

Re: Sending Notification to Workgroup

If you want to send email only for template PCD - Ch Default, this rule could work for you:

When change is created
OR When change is modified
where
NOT (Assignment;To workgroup (*) is empty)
AND Assignment;To person is empty
AND Template equals PCD - Ch Default
Assignment notification (Send e-mail message) , Send to: [Assignment;To workgroup]
...

Jitka
BTW We are on SD4.5 sp23
Yousef Jamous
Respected Contributor.

Re: Sending Notification to Workgroup

Dear All
Thanks all for trying ot help. I've followed your instructions and did the following rule:

When change is created
OR When change is modified
where Template (*) equals PCD - Ch Default
AND NOT (Assignment;To workgroup (*) is empty)
AND Assignment;To person (*) is empty
PCD_Email assigned Workgroup (Send e-mail message) , Send to: [Assignment;To workgroup], Subject: New Change is Requested, Message: A new change has been requested on one of the CI: [ID], Attachment Classification:


So, what is wrong in this rule? Could it be a problem in the workgroup itself?
Yousef Jamous
Respected Contributor.

Re: Sending Notification to Workgroup

Dear All
Thanks all for trying ot help. I've followed your instructions and did the following rule:

When change is created
OR When change is modified
where Template (*) equals PCD - Ch Default
AND NOT (Assignment;To workgroup (*) is empty)
AND Assignment;To person (*) is empty
PCD_Email assigned Workgroup (Send e-mail message) , Send to: [Assignment;To workgroup], Subject: New Change is Requested, Message: A new change has been requested on one of the CI: [ID], Attachment Classification:


So, what is wrong in this rule? Could it be a problem in the workgroup itself?

By the way, the server shows that the e-mail is sent to the REQUESTER, but no trace for sending e-mail to the Workgoup!!
Mihai Tita
Outstanding Contributor.

Re: Sending Notification to Workgroup

Hi,

Try without template:

--where Template (*) equals PCD - Ch Default


Regards,
Mihai
Yousef Jamous
Respected Contributor.

Re: Sending Notification to Workgroup

By the way
Should I create e-mail account to the workgroup?

Even when I remove the template condition, no notifications are sent!
Jitka Urbanikov
Respected Contributor.

Re: Sending Notification to Workgroup

Yousef,
you do not need to create special e-mail for the workgroup. Your action in rule
...(Send e-mail message) , Send to: [Assignment;To workgroup] ...
should sent notification to each member's e-mail.

As Rubem suggested, try to check logserver.txt in C:\Program Files\Hewlett-Packard\OpenView\service desk 4.5\server\log\ folder on your app server. Look for entry
... xx/xx/xxxx xx:xx:xx Rule: your_rule_name No mail send, ...with additional info.

Regards,
Jitka

Yousef Jamous
Respected Contributor.

Re: Sending Notification to Workgroup

Thanks for all those who replied.
It works for me, but seems there's significans for the order of conditions. So, it's NO PERSON, Workgroup is not empty and the name of template.
I had to put it the following way:

When service call is created
OR When service call is modified
where Assignment;To person is empty
AND NOT (Assignment;To workgroup (*) is empty)
AND Template (*) equals PCD - SC Default
Email to Assigned Group (Send e-mail message) , Send to: [Assignment;To workgroup], Subject: Service Call [ID] has been assigned to WorkGroup [Assignment;To workgroup], Message: Service call Details
===============

Call ID: [ID]
Registered Time: [Registration;Created]
Service call description: [Description]
Service call Information: [Information]
Priority: [Priority]
Deadline: [Deadline]
Configuration ITEM: [Configuration Item]
SAP Notification: [SAP Notification ID]

---------------------------------------------- ----------------
This email is automatically gene rated by system, please do not reply. , Attachment Classification:
Yousef Jamous
Respected Contributor.

Re: Sending Notification to Workgroup

It turns to be that the order of the conditions is important!!!
When I put in the criteria of the template as last, it worked fine!!