Where there’s a will, there’s often a hack. And though PowerShell makes it possible to creatively execute many tasks, we wondered if there’s a way to further simplify. Is there an out-of-box way, for example, to attach related documents from a parent service request of a review activity to the notification email? The short answer: no, not out-of-box. But anything is possible with customization.
During our last Community Open Floor meetup on June 24, we discussed various options, pros and cons and settled in on the idea of a PowerShell workflow.
Review Activity Processes
A similar question was posed in the Community about multiple review activity processes. It’s a challenge: you get identical notifications for all review activities. But if you want custom notifications for each process, you have to define them for each process.
Which is more helpful, given your goals?
- Standard notification for all review activities
- Notification activity in every relevant service request and change request template
- Do both and let notifications double up?
Cloud Connector Win
Another win we discussed: enabling custom forms to be built from various customer sites (instead of originating in Service Manager) but using Cloud Connector to facilitate calls. These are basically standard service requests, populating appropriate fields to make sure they route to the right team.
Note: the upcoming v11.7 release will contain Power Automate and new Cloud Connector end points. You’ll be able to retrieve users by their email addresses, so that you can dynamically set a user on a work item or hard code it. You’ll be able to retrieve users by their email addresses, so that you can dynamically set a user on a work item or hard code it.
What other process do you want to gut check? We’ll talk about it in an upcoming Open Floor meeting.
We cover Cireson Portal and SCSM hacks, along with your insights and questions in biweekly Community Open Floor sessions, and we’d love for you to join us. Register now!