A few years ago I posted a blog about work item assignment/reassignment notification options in Service Manager. Here is the link to that previous post:
Recently I modified the management pack for the last option #4 “Community Work Item Assignment/Reassignment Notifications”. The Community Work Item Assignment/Reassignment Notifications management pack is originally from here: http://scsmsource.blogspot.com/2011/04/work-item-assignmentreassignment.html.
The management pack has been modified to include more work items and a notification template was created. This management pack now has one notification template to modify and will send out notifications on assignment and re-assignment for all work items. Work items it includes are:
- Activity Assignments
- Change Request Assignments
- Incident Assignments
- Problem Assignments
- Release Record Assignments
- Service Request Assignments
The notification template is generic so that it will fit all cases. The web link that is referenced in the notification template should be modified depending on the portal used in your Service Manager deployment.
Verified Service Manager Versions:
- Service Manager 2012 SP1
- Service Manager 2012 R2 (tested up to UR9)
Management Pack Name:
Notification Template File Name:
All Work Item Assigned To Notification Template.html
Importing this Management Pack, will create 6 custom workflows:
The workflows cannot be modified in the Service Manager console. They can only be modified in XML in the management pack. They can be viewed in Service Manager at Administration\Workflows\Status.
And 1 new notification template:
- All Work Item Assigned To Notification Template
Every time a work item gets assigned or re-assigned to someone, it will send the “assigned to” person an e-mail. The notification template looks like this:
Feel free to modify the notification templates as you see fit after you have imported the management pack. The .html file for the notification template is also included for easy editing outside of Service Manager.
You can download this solution here: