Automatically Routing Incident Tickets Based on Affected User A/D Data!
May 18, 2012 4 Comments
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Greetings!
I am an SCSM/IT Consulting professional looking out for SCSM customers out there who may be stuck in the mud and need some insight to get them moving in the right direction!
SCSMguru 
Brilliant idea using predefined templates for this, Greg. I haven’t thought of this when I had to implement something similar at my customer.
I’ve instead created an Orchestrator runbook which monitors a custom incident class, performs a Switch case validation in a PowerShell activity and then enters a Resolvergroup, which has matched the switch case, in the “Assigned to” relationship. Good thing about the Runbook approach is you need to create this workflow once and can extend the switch case validation for further assignments.
Cheers
Alex
Thanks Alex! Ive gotten up to speed more on Orchestrator and Powershell so I am pushing more of that at my customers as well! Good Stuff!!
Dear Greg,
Thanks for the posts. I would appreciate your help if you can help me to provide some pointers to my problem. We are looking for a kind of data approval mechanism in SCSM 2012. When ever a user adds data to the SCSM db, work flow should be initiated to get the approval from its corresponding business owners, It will be great if you can brief a bit regarding the approach we should follow as i am totally new to this.
Harpreet: Thanks for the comment. Any time data is “added” to the SCSM Databases, its the result of a work item (e.g. IR, SR, CR, etc) being created or edited either by someone in the console, an end user via the portal (creation only) or an automated workflow kicking off based on some other change to a data property. What you are referring to can be configured, but the approval process/automation needs to be designed for each one of your scenarios. Also, wouldnt you want to the approval to happen before data is added/changed? So you need to create these approval processes by including Review Activities into your CR, IR, SR, RR templates that are applied during creation and updating of a work item. Hope this helps.