ITSM Configuration Tips: How to Set Action Condition Status_Change
1. General Information
In ITSM SP8, there is a standard action SMIN_STD_MAIL_REPORTER, if you check the schedule condition of this action, you will see a condition object STATUS_CHANGE, this is really welcomed by many consultants when they are configuring email notifications, only status change event will trigger the email action.
However, if you want to use this object in other actions like send email to processor, you cannot find it in the expression panel.
2. Configuration Steps
2.1 Check Object Definition in Reporter Action
Go to Schedule Condition of action SMIN_STD_MAIL_REPORTER and press button Edit Condition. Find “Parameter” assignment block and press “EDIT” behind parameter definition.
In the pop up dialog “Conditioner Editor”, double click expression object “STATUS_CHANGE”, you will see the definition.
2.2 Define Object STATUS_CHANGE in your action condition
Go to save place of your action condition, press “Create” button in the Container Editor dialog.
And put the same value as above and save.
Then you can use it in your condition.
2.3 Result
Already tested, works fine.
Hi Extra Li,
Thank you for your valuable info. 🙂
I have a question regarding MAIL to Reporter.
In SMIV (ZMIV) this is missing and in "Scheduling of actions" we cannot create (at least the buttons are inactive).
What would be the best way to automatically trigger emails when there is a status change to "Customer Action" and "Proposed Solution"?
Thanks
Hi Extra Li,
I am just wondering, is there a way to detect change in "Reported By", "Message Processor" or "Support Team" field ?
I have a scenario where user forget to change the BPs for any of the above, and they expect the email to be triggered, but email will only get triggered if status is changed...
Appreciate your help and advise.
Thanks
Regards
Shahul
Hi Extra Li,
I have configured charm email forms , defined actions and conditions in crmc_action_def and crmc_action_conf.
sost works fine, maintained email in bp and su01, then also emails are not getting triggered , could u let me know where i might be missing configuration in solman 7.2 sps5.
Thanks
Hi all,
it would have been great to have more variety with these "field xy changed". For example one participant of a ticket changed? An email to the new participant is imho a basic requirement but still quite difficult to achieve no matter if it is an incident, SR or any other transaction type like the ones from ChaRM (when testers, or developers are changed). Here it would be necessary to change the status to somewhere else and then to come back to the same status to get i.e. a new processor informed via email.
And it is not as if the data wouldn't be there when an old entry is being replaced by an new entry. Looking at the processing logs with the old value/new value entries are available but not reachable without further tweaks, programming and custom adjustments to obtain the required data during runtime when an action is being evaluated by the conditions.
Cheers