Hi, friends. I have SCSM 2012 R2 installed. And i am creating a simple service request with two activity.

 First RA has two rewievers and MA is for Administrator.

 I need email notification for user, whitch created SA if somebody of rewievers reject it.

 And user needs to know who of rewievers reject his request.

    Example:

 Dear, {SA initiator}. Your request was rejected by {One of rewievers name}.

         But in templates i can't find this parameters. May be i need to use orchestrator? But how?

Help me please and sorry for my English. 

• Edited by Volkov Artem Friday, June 27, 2014 9:54 AM

You can use Orchestrator for this, I did and it works great.

Step-by-Step:

1. Monitor Object (monitor for review activities changing)
    Class = Review Activity
    Trigger = Updated
    Filter= Status - Does not equal Pending

    Link Criteria:
    Status from Monitor Object equals Failed or
    Status from Monitor Object equals Completed

2. Get Relationship (to retrieve the parent service request)
    Class = Review Activity
    Object Guid = subscribe to {SC Object Guid from "Monitor Object Activity"}
    Related Class = Service Request

3. Get Object (load the parent request)
    Class = Service Request
    Filter = SC Object Guid Equals {Related Object Guid from "Get Relationship"}

4. Compare Values (check to see if the request loaded)
    Tests That = {SC Object Guid from "Get Object"} is empty

    Link criteria:
    Comparison result from Compare Values equals false

5. Get Relationship (get related users)
    Class = Service Request
    Object Guid = {Related Object Guid from "Get Object"}
    Related Class = Active Directory User

From here on, there are two paths that are nearly identical.  One for the affected user, one for the assigned user.

6. Compare Values (to pull users out of relationships)
    Tests that {Relationship Class from "Get Relationship"} is equal to
    Path One - Affected User
    Path Two - Assigned To User

    Link Criteria
    Comparison result from Compare Values (users) equals true

7. Get Object (load the info from SCSM on the users)
    Class = Active Directory User
    Filter = SC Object Guid Equals {Related Object Guid from "Get Relationship"} (users)

8. Get User (Active Directory IP, to get their email address, also ensures that this is an actual live user with an  actual email address)
    Filters = User Principle Name Equals {UPN from "Get Object"} (user)
    *** I user the UPN as groups and distribution lists do not have a UPN, only users will

9. Compare Values (here is another split in the path, used to determine if it was approved or disapproved)
    Test that {Status from "Monitor Object"} is equal to Completed
    Completed = Approved
    Failed = Rejected

    Link Criteria - Approved = Comparison result from Compare Values (Approval) equals true
    Link Criteria - Rejected = Comparison result from Compare Values (Approval) equals false

10. Send Mail
    Subject and message are up to you
    Recipients = {email from "Get User"}

By the end of the paths, you should have four different Send Emails, an approval and rejection email for both the Assigned User and the Affected User.

Hope this helps to get you started.

Hi, Foothill1. Thank you for your detail answer!

I am new in Orchestrator and tell me pls:

1) Then i need to put this runbook as a runbook action in scsm between my two activity's?

2) At 6-th, affected user and Assigned to user are variables or i need to write it manualy?

Sorry for my stupid questions:)

You do not need to add this into SCSM.  Just create the runbook on Orchestrator, check it into your Orchestrator server, and click run.

There are only two kinds of comparisons in Orchestrator, numerical and string.  Those are strings that you will have to enter yourself into the two Comparison Activities.  They are the names of the relationship classes for the Affected and Assigned users.

Edit**

Also, if you did not know, the places for 'Link Criteria' can be set by double-clicking the link in-between runbook activities.

• Edited by Foothill1 15 hours 0 minutes ago

You do not need to add this into SCSM.  Just create the runbook on Orchestrator, check it into your Orchestrator server, and click run.

There are only two kinds of comparisons in Orchestrator, numerical and string.  Those are strings that you will have to enter yourself into the two Comparison Activities.  They are the names of the relationship classes for the Affected and Assigned users.

Edit**

Also, if you did not know, the places for 'Link Criteria' can be set by double-clicking the link in-between runbook activities.

• Edited by Foothill1 Wednesday, July 02, 2014 7:39 PM

 One question more pls. In email body how i can insert "rejected by {One of rewiever, who rejected activity}".

 In whitch step we a name of pearson, whitch reject SR?

Maybe these blog posts are helpful:

http://www.system-center.me/miscellaneous/scsm-orchestrator-mail-notification-on-service-request-reject-review-activity/

http://blog.systemcenterdemo.com/2014/03/service-manager-using-orchestrator-to.html

Both posts explaining how to notify the requester if a SR is rejected.