Hello Guys

I have installed SCSM 2012 R2 with various templates, now within the organization I have three support groups with defined tasks Support.

Group 1 only supports user creations
Group 2 only supports incidents
Group 3 only supports user requirements (HW / SW)

The templates are basic and require no workflow processes because at a later stage we will implement Orchestrator.

My question is how can I assign assignment notices to these groups. For example if a user through the website, request a mouse, a mail come to the group 1, and when the Manager of Group assigned the technical, send notifications indicating to the user that the ticket was assigned to a technician, and when this whole process, get the notification of the case with the resolution to the applicant.

Thanks for your help.

Regards

Sebastian

Hi,

Create internal user account for that support groups on service manager and enter this support group a-mail address as SMTP address on that user.

And then configure notification subscription like below;

* When to notify :  When an object class is created

* Criter : Suport Group equal Group1

* Target Class: Incident, Service Request etc.

*Recipient: Group 1 User (Internal user that you created )

You can do this proccess all support group that you want to notify.

• Proposed as answer by Andreas BaumgartenMVP, Moderator 8 hours 21 minutes ago

In addition to Firat:

To notify on assignment there is a free app from Cireson available: Notify Analyst Free

To notify the Affected User on status Resolved including the Resolution you need another workflow/subscription. Trigger on Object is updated, cirteria Status changed from not equal "Resolved" to "Resolved". To get the resolution descrirption in the email add "$Context/Property[Type='System_WorkItem_Incident_Library!System.WorkItem.Incident']/ResolutionDescription$" in the notification template.

Hope this helps.

Hi,

Create internal user account for that support groups on service manager and enter this support group a-mail address as SMTP address on that user.

And then configure notification subscription like below;

* When to notify :  When an object class is created

* Criter : Suport Group equal Group1

* Target Class: Incident, Service Request etc.

*Recipient: Group 1 User (Internal user that you created )

You can do this proccess all support group that you want to notify.

• Proposed as answer by Andreas BaumgartenMVP, Moderator Tuesday, July 14, 2015 10:54 PM

Hi,

Create internal user account for that support groups on service manager and enter this support groups a-mail address as SMTP address on that user.

And then configure notification subscription like below;

* When to notify :  When an object class is created

* Criter : Suport Group equal Group1

* Target Class: Incident, Service Request etc.

*Recipient: Group 1 User (Internal user that you created )

You can do this proccess all support groups that you want to notify.

• Proposed as answer by Andreas BaumgartenMVP, Moderator Tuesday, July 14, 2015 10:54 PM
• Edited by Firat YASAR Wednesday, July 15, 2015 10:01 AM

Hi,

Create internal user account for that support groups on service manager and enter this support groups a-mail address as SMTP address on that user.

And then configure notification subscription like below;

* When to notify :  When an object class is created

* Criter : Suport Group equal Group1

* Target Class: Incident, Service Request etc.

*Recipient: Group 1 User (Internal user that you created )

You can do this proccess all support groups that you want to notify.

• Proposed as answer by Andreas BaumgartenMVP, Moderator Tuesday, July 14, 2015 10:54 PM
• Edited by Firat YASAR Wednesday, July 15, 2015 10:01 AM
• Marked as answer by Xin GuoMicrosoft contingent staff, Moderator Friday, July 24, 2015 8:06 AM