Install: Notify Analyst (Free Version)

*This is the free version of the Notify Analyst app with limited functionality, check out the full version here: www.cireson.com/app-store

Important Notice:

As of September 2017, the Action Log Notify app has been rolled into the free version of Notify Analyst. You no longer need to have both apps installed to have both functioning. As such, you will need to remove Action Log Notify before upgrading or installing Notify Analyst version 7.7.2016.16 or 7.7.2012.8 or above. 

The Cireson Notify Analyst app takes the headache out of configuring Incident and Service Request assignment notifications! This app provides an intuitive interface to configure Incident and Service Request assignment notifications by simply specifying which E-Mail Template you would like sent on assignment. Yes, it is that simple!

The following set of instructions will walk you through how to configure the Notify Analyst app.

Prerequisites

Copy the following DLL’s to your Service Manager installation folder (C:\Program Files\Microsoft System Center 2012\Service Manager) on your Service Manager Management Server from the Authoring Tool installation folder (C:\Program Files (x86)\Microsoft System Center 2012\Service Manager Authoring\PackagesToLoad):

• Microsoft.ServiceManager.WorkflowAuthoring.ActivityLibrary.dll

• Microsoft.ServiceManager.WorkflowAuthoring.Common.dll

Step 1: Install Notify Analyst app

To install the Notify Analyst app, import the provided licensed Management Packs (MP) into SCSM and copy the provided “Cireson.Assignment.Workflows.dll” to the Service Manager installation directory. To complete this installation, perform the following steps:

• Navigate to Administration \ Management Packs
• Select “Import” on the Tasks menu
• Import the provided Management Pack labeled “Cireson.Assignment.Console.mpb”:

•  Import the provided Management Pack labeled “Cireson.Assignment.Workflows.xml”:

•  Copy the provided “Cireson.Assignment.Workflows.dll” to the Service Manager installation folder, %ProgramFiles%\Microsoft System Center 2012\Service Manager\:

Workflow Connector: Cireson.Assignment.Workflows.dll in Service Manager Install Directory

Step 3: Configure Notify Analyst app

After importing the Notify Analyst app, you will need to configure the application settings within the Administration section of the SCSM Console. To complete the configuration, perform the following steps:

• Navigate to Administration \ Settings
• Select “Cireson – Notify Analyst Settings” and select “Edit” in the Tasks menu
• Populate the following fields within the Administration settings:

General Settings

• License Key
  •  Type the word "free" to enable the free version of the Notify Analyst app

Notify Analyst Admin Settings: License

Incident Settings

• Notification Template to use for Assignment changes:
  •  Select the Incident Notification template to be sent when an Incident is assigned
• Do not send a notification if work item is no longer active:
  •  Disables notification e-mail for Resolved and Closed Incidents
• Workflow is enabled:
  •  Enables workflow

Service Request Settings

• Notification Template to use for Assignment changes:
  •  Select the Service Request Notification template to be sent when an Incident is assigned
• Do not send a notification if work item is no longer active:
  •  Disables notification e-mail for Completed and Closed Service Requests
• Workflow is enabled:
  •  Enables workflow

Action Log Notify Settings

a. Trouble Ticket Analyst Comment Log Template:
- Target class: Trouble Ticket Analyst Comments
- Used for when an Analyst adds a comment to an Incident (Notifies the Assigned to User)

b. Workflow is enabled:
- Enabled "Trouble Ticket Analyst Comment Log Template" workflow

c. Trouble Ticket User Comment Log Template:
- Target class: Trouble Ticket User Comments
- Used for when a User adds a comment to an Incident (Notifies the Assigned to User)

d. Workflow is enabled:
- Enabled "Trouble Ticket User Comment Log Template" workflow

e. Work Item Comment Log Template (Service Request)
- Target class: Work Item Comment Log
- Used for when a User or Analyst adds a comment to a Service Request (Notifies the Assigned to User)

f. Workflow is enabled
- Enabled "Work Item Comment Log Template" workflow

Example of configuration for Notify Analyst app settings:

Notify Analyst Admin Settings: Incident and Service Request

Step 4: Using the Notify Analyst app

Following the configuration of the Notify Analyst app, the application will initiate assignment e-mails to the assigned Analyst when an Incident or Service Request is assigned or re-assigned. The assignment workflows will run in the background and automatically send e-mail notifications.