Skip to Content

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.

/wp-content/uploads/2013/09/1_286136.jpg

/wp-content/uploads/2013/09/2_286137.jpg

However, if you want to use this object in other actions like send email to processor, you cannot find it in the expression panel.

/wp-content/uploads/2013/09/3_286138.jpg

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.

/wp-content/uploads/2013/09/4_286139.jpg

In the pop up dialog “Conditioner Editor”, double click expression object “STATUS_CHANGE”, you will see the definition.

/wp-content/uploads/2013/09/5_286140.jpg

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. 

/wp-content/uploads/2013/09/6_286141.jpg

And put the same value as above and save.

/wp-content/uploads/2013/09/7_286142.jpg

Then you can use it in your condition.

/wp-content/uploads/2013/09/8_286143.jpg

2.3 Result

Already tested, works fine.

To report this post you need to login first.

2 Comments

You must be Logged on to comment or reply to a post.

  1. Shkelzen Hasanaj

    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

    (0) 
  2. Azwan Nazran

    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

    (0) 

Leave a Reply