Service Requests – Re-assignment notification

Posted: July 9, 2012 in Service Manager, System Center
Tags: , , ,

So, in an effort to get my business ready for Service Requests as we use mainly Incidents and we are beginning our journey into Service Requests and differentiating between Service Requests (day to day operations) and Incidents (something is broken), I needed to reproduce a workflow to notify the “AssignedToUser” when a new Service Request is assigned to him or her. I already had a downloaded Management Pack for Incident Re-assignment notifications which was modified for my purposes, so this was a good place to start. I found these management packs as a nice start as well. I have since modified these to create a Service Request Re-Assignment Management Pack, as with all my searching, I could not find ANYTHING!!!!

So using the idea from the this site, I ran the SQL command from the blog.

SELECT TOP 1000 [ObjectTemplateId]
FROM [ServiceManager].[dbo].[ObjectTemplate]

I got some very strange results, as the MP XML I used, needs a GUID for the Template. So, another challenge, no worries. I took all the data from the SQL query and pasted it into Excel. So now, I have noticed that tracking down a GUID for a Template in a Custom MP is not the easiest. I ended up looking at the “Property Field” and was able to determine the Template I needed from the information in the “property field” due to the “Subject” line in my e-mail template. So I copied the GUID. Imported the MP and voila!!! it works like a charm.

If you would like this Management Pack, it is located here as a .docx file. XML code below.

<?xml version="1.0" encoding="utf-8"?>
<ManagementPack ContentReadable="true" SchemaVersion="1.1" OriginalSchemaVersion="1.1" xmlns:xsd="<a href=""></a>" xmlns:xsl="<a href=""></a>">
<Name>Service Request Assignment Changes Notification Workflow</Name>
<Reference Alias="WorkItem">
<Reference Alias="ServiceRequest">
<Reference Alias="CoreChange">
<Reference Alias="SystemCenter">
<Reference Alias="EnterpriseManagement1">
<Reference Alias="EnterpriseManagement">
<Reference Alias="System">
<Category ID="Category.Custom.ServiceRequestAssignmentChanges.Notification.ManagementPack" Value="EnterpriseManagement!Microsoft.EnterpriseManagement.ServiceManager.ManagementPack">
<Category ID="Category.ServiceRequestAssignmentChanges" Target="ServiceRequestAssignmentChanges" Value="EnterpriseManagement1!Microsoft.EnterpriseManagement.ServiceManager.Rules.WorkflowSubscriptions" />
<Rule ID="ServiceRequestAssignmentChanges" Enabled="true" Target="ServiceRequest!System.WorkItem.ServiceRequest.WorkflowTarget" ConfirmDelivery="true" Remotable="true" Priority="Normal" DiscardLevel="100">
<DataSource ID="DS" TypeID="SystemCenter!Microsoft.SystemCenter.CmdbInstanceSubscription.DataSourceModule">
<RelationshipSubscription RelType="$MPElement[Name='WorkItem!System.WorkItemAssignedToUser']$" SourceType="$MPElement[Name='CoreChange!System.WorkItem.ServiceRequest']$" TargetType="$MPElement[Name='System!System.Domain.User']$">
<AddRelationship />
<WriteAction ID="WA" TypeID="SystemCenter!Microsoft.EnterpriseManagement.SystemCenter.Subscription.WindowsWorkflowTaskWriteAction">
<WorkflowParameter Name="InstanceId" Type="guid">$Data/BaseManagedEntityId$
<WorkflowArrayParameter Name="NotificationTemplateIdList" Type="guid">
<RetryExceptions />
<LanguagePack ID="ENU" IsDefault="true">
<DisplayString ElementID="Custom.ServiceRequestAssignmentChanges.Notification">
<Name>Custom Service Manager Service Request Assignment Changes Notification Workflow</Name>
<Description>Service Manager Service Request Assignment Changes Workflow</Description>
<DisplayString ElementID="ServiceRequestAssignmentChanges">
<Name>Service Request Assignment Notification</Name>

Hope this helps someone else as well,

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  1. […] assigned to User with Incidents and Changes, this is great. I have also modified this to work with Service Requests and I have uploaded it to Technet […]

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  3. […] assigned to User with Incidents and Changes, this is great. I have also modified this to work with Service Requests and I have uploaded it to Technet […]

  4. Armando Ramirez says:

    Thank you for your post.

    After some analysis it works for SCSM 2012 R2, I only need to change the lines





    1. Create the new notification template
    2. Run the query to find the last template created (it’s order by date) and find the “ObjectTemplateId” number.

    SELECT TOP 1000 [ObjectTemplateId]
    FROM [ServiceManager].[dbo].[ObjectTemplate]
    order by TimeAdded desc

    3. Substitute the “90071690-0903-CBA7-5ECE-D6EF62AA9ED8” for your “ObjectTemplateId” number. Look , I change “NotificationTemplateIdList” for “NotificationTemplates” too.
    4. Import the MP “y listo todo de lujo”

    Gracias por compartir.

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