SCSM 2012 SP1 in a LAB – Configuration Guide (Set Up and Configure Notifications)

Before notifications are sent, first configure each notification channel, such as the settings for Simple Mail Transfer Protocol (SMTP). Notification messages are sent based on a notification template. Therefore, you must create a notification template. You can then use the Notification Subscription Wizard to subscribe a group of users to a notification that will be sent whenever the changes that you specify occur. Finally, you can verify that a notification is sent by manually generating the change.

To configure email notifications

In the Service Manager console, click Administration.

Config Email Notifications 01

In the Administration pane, expand Notifications, and then click Channels.

Config Email Notifications 02

In the Channels pane, click E-Mail Notification Channel.

 Config Email Notifications 03

In the Tasks pane, under E-Mail Notification Channel, click Properties to open the Configure E-Mail Notification Channel dialog box.

 Config Email Notifications 04

Select the Enable e-mail notifications check box.

Config Email Notifications 05

Click Add. In the Add SMTP Server dialog box, type the fully qualified domain name (FQDN) of the SMTP server that you want to use.

Config Email Notifications 06

In the Port number box, type or select the SMTP port number that you want to use. For example, select 25.

Config Email Notifications 07

In the Authentication method box, select either Anonymous or Windows Integrated. For example, select Anonymous. Then, click OK.

 Config Email Notifications 08

In the Return e-mail address box, type the email address of the service account that is used during setup.

Config Email Notifications 09

In the Retry primary after box, type or select the number of seconds that you want Service Manager to wait before it tries to resend outgoing email notifications. For example, select 25.

Config Email Notifications 10

Click OK to close the dialog box.

To validate email notification configuration

In the Channels pane, click E-Mail Notification Channel.

Validate Email Notification Config 01

In the Tasks pane, under E-Mail Notification Channel, click Properties to open the Configure E-Mail Notification Channel dialog box.

Validate Email Notification Config 02

Verify that the configuration you entered is correct.

To create a notification template for incidents

In the Service Manager console, click Administration.

Create Notification Template - Incident 01

In the Administration pane, expand Notifications, and then click Templates.

Create Notification Template - Incident 02

In the Tasks pane, under Templates, click Create E-mail Template.

 Create Notification Template - Incident 03

On the General page of the Create E-mail Notification Template Wizard, in the Notification template name box, type a name. For example, type New E-mail Incident Template. Optionally, in the Description box, you can type a description for the template that you are creating.

 Create Notification Template - Incident 04

Next to the Targeted class box, click Browse.

Create Notification Template - Incident 05

In the Choose Class dialog box, click Incident, and then click OK.

 Create Notification Template - Incident 06

Make sure that an unsealed management pack of your choice is selected, and then click Next.

On the Template Design page, in the Message subject box, type a subject for the email template. For example, type New Incident created with ID#. Then, click Insert.

 Create Notification Template - Incident 07

In the Select Property dialog box, select ID, and then click Add.

 Create Notification Template - Incident 08

In the Message body box, type a description to indicate that a new incident was opened for an email problem.

Use the other default values on this page, and then click Next.

On the Summary page, review the settings that you have selected for the template. Then, click Create.

Create Notification Template - Incident 09

On the Completion page, click Close.

Create Notification Template - Incident 10

To create a notification template for change requests

In the Service Manager console, click Administration.

Create Notification Template - Change Request 01

In the Administration pane, expand Notifications, and then click Templates.

 Create Notification Template - Change Request 02

In the Tasks pane, under Templates, click Create E-mail Template.

 Create Notification Template - Change Request 03

On the General page of the Create E-mail Notification Template Wizard, in the Notification template name box, type a name. For example, type New Standard Change Request Received Template. Optionally, in the Description box, you can type a description for the template that you are creating.

Create Notification Template - Change Request 04

Next to the Targeted class box, click Browse.

Create Notification Template - Change Request 05

In the Choose Class dialog box, click Change Request, and then click OK.

 Create Notification Template - Change Request 06

Make sure that an unsealed management pack of your choice is selected, and then click Next.

On the Template Design page, in the Message subject box, type a subject for the email template. For example, type New Standard Change Request with ID#. Then, click Insert.

Create Notification Template - Change Request 07

In the Select Property dialog box, select ID, and then click Add.

 Create Notification Template - Change Request 08

In the Message body box, type a description to indicate that a new standard change request was opened.

Use the other default values on this page, and then click Next.

On the Summary page, review the settings that you have selected for the template. Then, click Create.

 Create Notification Template - Change Request 09

On the Completion page, click Close.

Create Notification Template - Change Request 10

To create a notification template for a newly assigned activity

In the Service Manager console, click Administration.

 Create Notification Template - Newly Assigned Activit 01

In the Administration pane, expand Notifications, and then click Templates.

 Create Notification Template - Newly Assigned Activit 02

In the Tasks pane, under Templates, click Create E-mail Template.

 Create Notification Template - Newly Assigned Activit 03

On the General page of the Create E-mail Notification Template Wizard, in the Notification template name box, type a name. For example, type New Activity Assigned Received Template. Optionally, in the Description box, you can type a description for the template that you are creating.

Create Notification Template - Newly Assigned Activit 04

Next to the Targeted class box, click Browse.

Create Notification Template - Newly Assigned Activit 05

In the Select a Class dialog box, click Manual Activity, and then click OK.

 Create Notification Template - Newly Assigned Activit 06

Make sure that an unsealed management pack of your choice is selected, and then click Next.

On the Template Design page, in the Message subject box, type a subject for the email template. For example, type New Activity Assigned with ID#. Then, click Insert.

 Create Notification Template - Newly Assigned Activit 07

In the Select Property dialog box, select ID, and then click Add.

 Create Notification Template - Newly Assigned Activit 08

In the Message body box, type a description to indicate that an activity has been assigned.

Use the other default values on this page, and then click Next.

On the Summary page, review the settings that you have selected for the template. Then, click Create.

Create Notification Template - Newly Assigned Activit 09

On the Completion page, click Close.

Create Notification Template - Newly Assigned Activit 10

To validate template creation

Verify that the new template you created appears in the list of notification templates.

Validate Template Creation 01

To create a notification subscription for an incident

In the Service Manager console, click Administration.

 Create Notification Sub - Incident 01

In the Administration pane, expand Notification, and then click Subscriptions.

Create Notification Sub - Incident 02

In the Tasks pane, click Create Subscription.

Create Notification Sub - Incident 03

On the Before You Begin page of the Create E-mail Notification Subscription Wizard, click Next.

 Create Notification Sub - Incident 04

On the General page, in the Notification subscription name box, type a name. For example, type New Incident for E-mail Problem Notification Subscription. Optionally, in the Description box, you can type a description for the subscription that you are creating.

 Create Notification Sub - Incident 05

Next to the Targeted class box, click Browse.

  Create Notification Sub - Incident 06

In the Choose Class dialog box, choose a class. For example, click Incident. Then, click OK.

Create Notification Sub - Incident 07

In the When to notify box, select When an object of the selected class is created.

Create Notification Sub - Incident 08

Make sure that an unsealed management pack of your choice is selected, and then click Next.

On the Additional Criteria page, select Incident. In the Available Properties list, select Classification Category, and then click Add.

Create Notification Sub - Incident 09

On the Additional Criteria page, click the Criteria tab. In the Criteria area, next to [Incident] Classification Category, select equals. In the list, select E-mail Problems, and then click Next.

Create Notification Sub - Incident 10

On the Template page, next to the E-mail template box, click Select.

 Create Notification Sub - Incident 11

In the Select Objects dialog box, in the Templates list, select a notification template. For example, select New E-mail Incident Template, click OK, and then click Next.

Create Notification Sub - Incident 12

On the Recipient page, click Add.

Create Notification Sub - Incident 13

In the Select Objects dialog box, search for the appropriate user, and then select the user. Click Add, click OK, and then click Next. For example, select the user account for a messaging analyst or messaging administrator.

NOTE: The notification address must be configured for the user account of the messaging analyst or messaging administrator.

Create Notification Sub - Incident 14

On the Related Recipients page, click Add.

Create Notification Sub - Incident 15

In the Select Related Recipient dialog box, search for the appropriate class, and then select the appropriate substitution string that represents the user. Click Add, click OK, and then click Next. For example, select additional user accounts that you want to send the notification to.

On the Summary page, review the settings that you selected for the notification subscription, and then click Create.

Create Notification Sub - Incident 16

On the Completion page, click Close.

Create Notification Sub - Incident 17

To create a periodic notification subscription for a release record

In the Service Manager console, click Administration.

Create Notification Sub - Release Record 01

In the Administration pane, expand Notifications, and then click Subscriptions.

Create Notification Sub - Release Record 02

In the Tasks pane, click Create Subscription.

Create Notification Sub - Release Record 03

On the Before You Begin page of the Create E-mail Notification Subscription Wizard, click Next.

 Create Notification Sub - Release Record 04

On the General page, in the Notification subscription name box, type a name. For example, type Daily Notification for Deploy HR Web 2.0 Release Record. Optionally, in the Description box, you can type a description for the subscription that you are creating. For example, type This subscription sends a daily notification of the status for the HR Web 2.0 release record.

Create Notification Sub - Release Record 05

In the When to notify box, select Periodically notify when objects meet a criteria.

Create Notification Sub - Release Record 07

Next to the Targeted class box, click Browse.

 Create Notification Sub - Release Record 08

In the Choose Class dialog box, choose a class, and then click OK. For example, click Release Record.

 Create Notification Sub - Release Record 09

Make sure that an unsealed management pack of your choice is selected, and then click Next.

On the Additional Criteria page, select Release Record. In the Available Properties list, select Status, and then click Add.

Create Notification Sub - Release Record 10

In the Criteria area, next to [Release Record] Status, select does not equal. In the list, select Closed, and then click Next.

Create Notification Sub - Release Record 11

On the Recurring Notification page under Recurrence pattern, select Notify every <TimeInterval> and then choose an interval. For example, set the recurrence pattern to every 1 day.

Create Notification Sub - Release Record 12

On the Recurring Notification page under Range of recurrence, select a range of recurrence or choose no end date. For example, select No end date.

 Create Notification Sub - Release Record 13

On the Template page, next to the E-mail template box, click Select.

 Create Notification Sub - Release Record 14

In the Select Template dialog box, in the Templates list, select a notification template that you have created for release record notifications.

 Create Notification Sub - Release Record 15

On the Recipient page, click Add.

Create Notification Sub - Release Record 16

In the Select Objects dialog box, search for the appropriate user, and then select the user. Click Add, click OK, and then click Next. For example, select the user account for the release manager.

NOTE: The notification address must be configured for the user account of the messaging analyst or messaging administrator.

Create Notification Sub - Release Record 17

On the Related Recipients page, click Add.

Create Notification Sub - Release Record 18

In the Select Related Recipient dialog box, search for the appropriate class, and then select the appropriate substitution string that represents the user. Click Add, click OK, and then click Next. For example, select additional user accounts that you want to send the notification to.

Create Notification Sub - Release Record 19

On the Summary page, review the settings that you selected for the notification subscription, and then click Create.

Create Notification Sub - Release Record 20

On the Completion page, click Close.

Create Notification Sub - Release Record 21

To validate a notification subscription

Locate the notification subscription that you created in the list of subscriptions.

 Validate Notification Subscription

To verify a notification configuration

In the Service Manager console, click Work Items.

Verify Notification Config 01

In the Work Items pane, expand Work Items, expand Incident Management, and then click All Open Incidents.

 Verify Notification Config 02

In the Tasks pane, under Incident Management, click Create Incident.

 Verify Notification Config 03

In the Incident <Number> New form, enter the required information in the Affected userTitleClassification CategoryImpact, and Urgency boxes.

 Verify Notification Config 04

In the Classification Category list, select E-mail Problems, and then click OK.

 Verify Notification Config 05

Verify that an email notification that contains the information you entered in the template is received. The email title should contain the incident ID number.

To create a messaging-enabled universal security group

In the Exchange Management Console, navigate to Recipient Configuration, right-click Distribution Group, and then click New Distribution Group.

On the Introduction page, either choose an existing universal group or create a new group.

On the Group Information page, select the Security group type.

Complete the creation of the group.

Add members to the group by right-clicking them, clicking Properties, and accessing the Members tab.

Wait for Service Manager to sync with Active Directory Domain Services (AD DS), or perform a manual Synchronization from Administration>Connectors. (Click AD Connector, and then click the Synchronize Now task on the right-hand side).

Once the Active Directory synchronization has completed, the newly created group will be available as a configuration item in Service Manager, and it can be selected in the user picker fields, such as Affected User and Assigned To.

To create a workflow to notify stakeholders when an incident is created

Navigate to Administration Workflows Configuration.

Create Workflow Notify Stakeholders 01

Double-click Incident Event Workflow Configuration.

 Create Workflow Notify Stakeholders 02

Click Add, and then click Next on the Before you Begin page.

 Create Workflow Notify Stakeholders 03

Create Workflow Notify Stakeholders 04

Give the workflow a name, such as “Incident Created – Email Stakeholders”.

Leave the default of When an incident is created in the Check for Events drop-down list.

 Create Workflow Notify Stakeholders 05

Select one of your custom management packs (or create one) to store the workflow in, and then click Next.

Click Next on the Specify Incident Criteria page. (We want this workflow to run when any new incident is created.)

Create Workflow Notify Stakeholders 06

Optionally, apply a template. (In this case we are creating the workflow for notification only, so we choose Do not apply a template.)

Create Workflow Notify Stakeholders 07

In the Select People to Notify dialog box, select the Enable notification check box. Add the appropriate users you want to notify with the appropriate templates.

 Create Workflow Notify Stakeholders 08

Click Next, and then click Create to complete creation of the workflow.

 Create Workflow Notify Stakeholders 09

Create Workflow Notify Stakeholders 10

To test the workflow and mail the enabled universal security group

Create an incident and assign it to the messaging-enabled universal security group that you created earlier.

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