SCSM - I want to create a email notification when an incident change the status to RESOLVED

Question

I want to create a notification to end uer when the analyst change the status to resolved.

Answer 1

To create an email notification in System Center Service Manager (SCSM) when an incident changes its status to Resolved, you can follow these steps:

Open the SCSM Console and navigate to the Work Items workspace.

Select the Incident Management folder and open the Incident template.

In the Incident template, go to the Notifications tab.

Click on the "Add" button to create a new notification subscription.

In the "Subscription Criteria" section, set the criteria to trigger the notification when the incident status changes to Resolved. You can use the following criteria:

• Property: Status
• Operator: Equals
• Value: Resolved

In the "Subscribers" section, select the appropriate recipient(s) who should receive the email notification. This can be the end user or any other relevant user or group.

Configure the notification settings, such as the email subject, body, and any additional information you want to include.

Save the notification subscription.

Now, whenever an incident's status changes to Resolved, the configured recipient(s) will receive an email notification with the specified information. Make sure that the SCSM server has a valid email notification channel configured to send emails to the recipients.

Note: The steps provided above are based on the standard incident management configuration in SCSM. Depending on your specific environment and customization, the steps or options may vary slightly.