Notify Workers of Incidents Due Today
Filed under:
Helpdesk Solution
Configuration, Best Practices, Customization, Productivity
Submitted by kbuller on 15 June, 2007 - 10:08.
Here's a simple way to send an e-mail notification to helpdesk workers when the due date of a planned incident arrives.
All the worker has to do is set the status of the incident to "planned" and the due date to the day they want the notification.
How To
- Go to the Worker Console-Admin-Lookups-Priority
- I created a custom priority called "Due Today"
Note: This priority is what the rest of this article will use to set up this e-mail notification policy. However, this is just an example of what I did, you could base this rule on just about any property in the incident.Ok, going forward!
- In NS, create a new Notification Policy (I put mine here: Tasks-Incident Resolution-Incidents-Helpdesk-Notification Policies). Name it whatever you like. Change the "Source" to "Query" and click "Edit Query." Then click on "Edit SQL Directly" and paste in this query:
SELECT DISTINCT hd1.[workitem_number] FROM dbo.HD_workitem_current_view hd1 WHERE hd1.[workitem_status_lookup_id] IN (100) AND datediff(d, hd1.[workitem_due_on], getdate()) = 0 AND DATENAME(dw,GETDATE()) IN ('MONDAY','TUESDAY','WEDNESDAY', 'THURSDAY', 'FRIDAY')Thanks to Jessedo for that last line of code.
On the fourth line the "100" refers to the status "Planned" and on the fifth line the "0" refers to the current date.
- Setup a schedule. I created a custom schedule to run at 9:00 AM and at 1:00 PM everyday.
- Next, under Automated Actions, Add action Type: Edit Incident Automated Action.
- Set these properties:
Execute: Once per row
Incident: %DS:workitem_number%
Comment: (Add something in here that will let the worker know an automated task updated their incident)
Priority: Due Today - Enable and Apply the Policy
- Then I created a new Notify Rule (Worker Console-Admin-Notify Rules) that will send an email (choose whatever email template works best, or create your own) to the Assigned Worker based on these rules:
When: Every time an incident is saved
And: When All of these are True
"Status" is equal to "Planned"
"Due" is on or after "Due"
"Priority" is equal to "Due Today"
Visible: No
Locked: No
Default: Yes
Active: Yes
(28 votes)
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Questions
I saw this article but I don't undertsand everything.
What is the difference, incovenience, advantages versus the caned query:
[Code]
SELECT DISTINCT
hd1.[workitem_number] as 'Id',
hd1.[workitem_created_on] as 'Create Date',
hd1.[workitem_modified_on] as 'Last Modified',
hd1.[workitem_start_on] as 'Start Date',
datediff(dd,getdate(),hd1.[workitem_start_on]) as 'Days Till Start',
datediff(%Time Unit%,hd1.[workitem_created_on],getdate()) as 'Age(%Time Unit%)',
hd1.[workitem_status_lookup_value] as 'Status',
hd1.[workitem_priority_lookup_value] as 'Priority',
hd1.[workitem_category_tree_value] as 'Category',
hd1.[assigned_to_worker_name] as 'Worker',
hd1.[workitem_title] as 'Title',
CAST(hd1.[workitem_comment] as varchar) as 'Comment'
FROM dbo.HD_workitem_current_view hd1
WHERE UPPER(hd1.[workitem_status_lookup_value]) LIKE UPPER('%Status%')
AND hd1.[workitem_status_lookup_id] NOT IN (400, 600)
AND DATEDIFF(day, GETDATE(), hd1.[workitem_start_on]) >= 0
AND UPPER(hd1.[workitem_priority_lookup_value]) LIKE UPPER('%Priority%')
AND UPPER(hd1.[assigned_to_worker_name]) LIKE UPPER('%Worker%')
AND hd1.[workitem_assigned_to_worker_id] = 12
ORDER BY 'Start Date' ASC
[/code]
Thank you,
Dom
More information needed...
Hello,
Point 6:
I do not see "Priority: Due Today" in the Notification Policy Properties. I have two fields available "External ID" and "Source" are they these one you used?
Point 8:
"Due" is on or after "Due"
Did you leave "offset" blank?
Thank You,
Dom
GREAT!
I have not tried this but see that this could make many managers happy!
Hello, "Due" is on or after
Hello,
"Due" is on or after "Due"
does this supposed is_scheduled to be "1" or not?
Thanks,
Dom
Notification Policy Template
The termplate of the Helpdesk Solution are cool but how to have the same template for a Notification Policy using the Email Automated Action?
Thanks
Dom
Notification Policy Template
Hi Dom,
The way I use is a Notification policie that updates incidents by giving a value to the source field and/or the comment field.
By this way the workitem is updated and the business rules are fired.
Regards,
Fabrice
Notification Policy Templates
Hello Fabrice,
Unfortunately for performance issues we have to move from Edit Incident Automated Action to Email Automated Action. it is why I am losing the Helpdesk Template, I need something internal to NS as the HD is overloaded, and a meeting with Altiris Support Yesterday asked us to move back to the NS Email and not to use Notify rules...
Thanks
Dom
Notify Workers of Incidents Due Today
I've recently started looking at notify rules and was told that we were not to use notification policies as they were locking up the system - is there a way to automate the sending of an email to a worker when current date/time matches the due date/time by using just a notify rule and not involving any notification policies?
Many thanks in advance.
Jamal
Not Just With Rules
Unfortunately, I don't believe you can do this with just Notify Rules, you need a Notification Policy.
The Notify Rules will only run after you edit an incident. But you need the assigned Worker to get the email the day of/after the Due Date automatically without manually editing the incident. The Notification Policy will run and look for the Overdue incidents at a scheduled time so that no user interaction is needed.
Notify Rule - Notify assigned worker when Incident due date has
I have creaed both a notification task and a notification rule. There must be something wrong with my notify rule. My test tickets are one that is past due and one that is not. I get email notification for both. I am using "Due" in on or after "Due".