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Hello!

 

We’re using assyst in our Problem Management process and the process owner asked us to make assyst notify him whenever new problems are logged, besides the affected user, which typically is someone else in the IT staff.

Initially I had the idea of customizing the Lua script which is invoked for all assign actions and add that custom logic there. However, that felt very hacky-ish and not easily maintainable.

After that, I tried to customize the Problem form and add one aditional user by default (the aforementioned process owner), but this does not seem to be possible with customizer.

 

Any recommendations besides modifying the Lua script?

Hi Otmar

You could just have another entry in your Action Processor Rules which sends the Problem Manager Process manager an email notification using an email action Template you create and  maintain in assyst

{         [ Send mail by applying an assyst template to the logged action ]],         [ ACT_TYPE_SC == "ASSIGN" and ACT_TYPE_COUNT == 1 and EVENT_TYPE == "p" ]],        { email_template_short_code = "PROBLEM NOTIFICATION" },        "continue"    },

That saves modifying the Lua script “outside” of assyst. 

 

More details can be found here for the Action Processor template email function

Hey Steve, great idea!

 

Nice idea, really appreciated!

 

Regards,

Otmar

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