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.

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

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

 

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

 

Select the Enable e-mail notifications check box.

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.

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

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

 

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

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.

Click OK to close the dialog box.

To validate email notification configuration

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

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

Verify that the configuration you entered is correct.

To create a notification template for incidents

In the Service Manager console, click Administration.

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

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

 

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.

 

Next to the Targeted class box, click Browse.

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

 

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.

 

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

 

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.

On the Completion page, click Close.

To create a notification template for change requests

In the Service Manager console, click Administration.

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

 

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

 

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.

Next to the Targeted class box, click Browse.

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

 

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.

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

 

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.

 

On the Completion page, click Close.

To create a notification template for a newly assigned activity

In the Service Manager console, click Administration.

 

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

 

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

 

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.

Next to the Targeted class box, click Browse.

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

 

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.

 

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

 

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.

On the Completion page, click Close.

To validate template creation

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

To create a notification subscription for an incident

In the Service Manager console, click Administration.

 

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

In the Tasks pane, click Create Subscription.

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

 

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.

 

Next to the Targeted class box, click Browse.

  

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

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

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.

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.

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

 

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.

On the Recipient page, click Add.

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.

On the Related Recipients page, click Add.

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.

On the Completion page, click Close.

To create a periodic notification subscription for a release record

In the Service Manager console, click Administration.

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

In the Tasks pane, click Create Subscription.

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

 

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.

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

Next to the Targeted class box, click Browse.

 

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

 

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.

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

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.

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.

 

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

 

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

 

On the Recipient page, click Add.

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.

On the Related Recipients page, click Add.

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.

On the Completion page, click Close.

To validate a notification subscription

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

 

To verify a notification configuration

In the Service Manager console, click Work Items.

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

 

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

 

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

 

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

 

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.

Double-click Incident Event Workflow Configuration.

 

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

 

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.

 

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.)

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

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.

 

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

 

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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