Hello Guys

I have the following question about notification SCSM

I have two groups to meet the requirements, only to meet a group and another group request to attend incidents.

I have created some templates for notifications, but I need to solve the following:

I need the request of incidents,reaches a mail called helpdesk-incident@domain.com and the templates created for requirements are referred to another support group.

It is possible to discriminate who should get the post according to category (Requirements or Incidents)?

I could not find a way to make this, as I am not very expert in SCSM, only know more than HelpDesk CA and could make the discrimination of mail depending on the type of event.

Thanks

Sebastian

When does the SG get assigned to either group?  During creation or after a review of the IR?  That will determine what kind of Subscription Notification you should set up.  In the admin section of the console, build a new subscription, choose to have it run at implementation or after modification and set the additional criteria to a specific support group (you'll likely need two notifications to do this, one for each support group)...then assign your Helpdesk or requirements SG e-mail template as well as the recipient of the e-mail.

1.  Choose when to notify:  When CREATED or When UPDATED

2.  Select Targetted class: Incident

3.  Additional Criteria:  Incident-->Support Group equals "Helpdesk" or "Requirements SG"

4.  Select the e-mail notification template you will have to create (you can make one for both Helpdesk and the other one if you wish)

5.  Select e-mail recipients:  Whatever e-mail you want to send it to

Again, you may need to make one for each support group you are keying on.

• Proposed as answer by Andreas BaumgartenMVP, Moderator 11 hours 13 minutes ago

When does the SG get assigned to either group?  During creation or after a review of the IR?  That will determine what kind of Subscription Notification you should set up.  In the admin section of the console, build a new subscription, choose to have it run at implementation or after modification and set the additional criteria to a specific support group (you'll likely need two notifications to do this, one for each support group)...then assign your Helpdesk or requirements SG e-mail template as well as the recipient of the e-mail.

1.  Choose when to notify:  When CREATED or When UPDATED

2.  Select Targetted class: Incident

3.  Additional Criteria:  Incident-->Support Group equals "Helpdesk" or "Requirements SG"

4.  Select the e-mail notification template you will have to create (you can make one for both Helpdesk and the other one if you wish)

5.  Select e-mail recipients:  Whatever e-mail you want to send it to

Again, you may need to make one for each support group you are keying on.

• Proposed as answer by Andreas BaumgartenMVP, Moderator Sunday, June 28, 2015 8:02 PM

When does the SG get assigned to either group?  During creation or after a review of the IR?  That will determine what kind of Subscription Notification you should set up.  In the admin section of the console, build a new subscription, choose to have it run at implementation or after modification and set the additional criteria to a specific support group (you'll likely need two notifications to do this, one for each support group)...then assign your Helpdesk or requirements SG e-mail template as well as the recipient of the e-mail.

1.  Choose when to notify:  When CREATED or When UPDATED

2.  Select Targetted class: Incident

3.  Additional Criteria:  Incident-->Support Group equals "Helpdesk" or "Requirements SG"

4.  Select the e-mail notification template you will have to create (you can make one for both Helpdesk and the other one if you wish)

5.  Select e-mail recipients:  Whatever e-mail you want to send it to

Again, you may need to make one for each support group you are keying on.

• Proposed as answer by Andreas BaumgartenMVP, Moderator Sunday, June 28, 2015 8:02 PM
• Marked as answer by Xin GuoMicrosoft contingent staff, Moderator 5 hours 44 minutes ago

When does the SG get assigned to either group?  During creation or after a review of the IR?  That will determine what kind of Subscription Notification you should set up.  In the admin section of the console, build a new subscription, choose to have it run at implementation or after modification and set the additional criteria to a specific support group (you'll likely need two notifications to do this, one for each support group)...then assign your Helpdesk or requirements SG e-mail template as well as the recipient of the e-mail.

1.  Choose when to notify:  When CREATED or When UPDATED

2.  Select Targetted class: Incident

3.  Additional Criteria:  Incident-->Support Group equals "Helpdesk" or "Requirements SG"

4.  Select the e-mail notification template you will have to create (you can make one for both Helpdesk and the other one if you wish)

5.  Select e-mail recipients:  Whatever e-mail you want to send it to

Again, you may need to make one for each support group you are keying on.

• Proposed as answer by Andreas BaumgartenMVP, Moderator Sunday, June 28, 2015 8:02 PM
• Marked as answer by Xin GuoMicrosoft contingent staff, Moderator Tuesday, July 07, 2015 1:31 AM

When does the SG get assigned to either group?  During creation or after a review of the IR?  That will determine what kind of Subscription Notification you should set up.  In the admin section of the console, build a new subscription, choose to have it run at implementation or after modification and set the additional criteria to a specific support group (you'll likely need two notifications to do this, one for each support group)...then assign your Helpdesk or requirements SG e-mail template as well as the recipient of the e-mail.

1.  Choose when to notify:  When CREATED or When UPDATED

2.  Select Targetted class: Incident

3.  Additional Criteria:  Incident-->Support Group equals "Helpdesk" or "Requirements SG"

4.  Select the e-mail notification template you will have to create (you can make one for both Helpdesk and the other one if you wish)

5.  Select e-mail recipients:  Whatever e-mail you want to send it to

Again, you may need to make one for each support group you are keying on.

• Proposed as answer by Andreas BaumgartenMVP, Moderator Sunday, June 28, 2015 8:02 PM
• Marked as answer by Xin GuoMicrosoft contingent staff, Moderator Tuesday, July 07, 2015 1:31 AM