SCSM & Orchestrator – Mail notification on Service Request reject (review activity)

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I don’t know why, but when trying to deal with notifications within System Center Service Manager (SCSM), I find it very lame (yes, lame !)

Well, when complexity is in the business we have System Center Orchestrator to deal it, so lets introduce the scenario :

Our Private Cloud scenario is based on Self Service Portal which uses can access and ask for resources \ Virtual Machines, once the user sent his service request, the IT admin has to approve \ reject his request.

With a flat implementation, when the IT admin will approve the request – the workflow will go on and process the request. but, what will happen if the IT admin will reject the request ? – the process won’t go on.

Hey ! what with the end user which waits his resources to be delivered ? we need some “communication” between the IT admin and the end user – now, we’ll see how to build workflow which “communicate” with the end user and notify about rejected requests:

Note #1: still carrying Opalis in my minds so; Runbook = Workflow = Policy

Note #2: the post is based on Service Manager Integration Pack & Service Manager Connection.

1st – Create a new runbook which will run always and monitor our System Center Service Manager. drag the “Monitor Object” component which will monitor every failed (rejected) Review Activity.

Next, we’ll have to use just more two components (for each data we need) – drag “Get Relationships” & “Get Object” x 3

Each pair will provide us extra information that we’ll need.

Its going to look like this:

The monitor component should be configured to catch only failed review activities:

Next, 1st pair of “Get Relationships” & “Get Object” should look like this:

our Object Class should be Review Activity (Where to take the data from), Related Class should be the type of data we want to extract :

(Extract the user’s information [to build the mail line])

(SC Object guide is our link)

2nd pair of “Get Relationships” & “Get Object” should look like this:

Our Object Class should be Review Activity (Where to take the data from), Related Class should be the type of data we want to extract :

(The Reviewer object class contains the comment [reject reason])

3rd pair of “Get Relationships” & “Get Object” should look like this:

Our Object Class should be Review Activity (Where to take the data from), Related Class should be the type of data we want to extract :

(the Service Request class contains the information of the service request)

The last component will be the Send Mail component which notify about the reject :

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