There are several possibilities to update the action log of an incident. Service Manager can update the action log automatically, an analyst can update the action log with a manual antry from the console and endusers can update the action log by using the portal or by email (when using the exchange connector). If an analyst is waiting for user input, it can be painful to constantly check if the incidents were updated. It much more confortable to just wait for an email that tells you that the action log was updated. This can be done by using relationship subscriptions.
This blog post is based on a post Travis made some time ago. You can find his blog post here. I used his MP as and made only minor modifications.
We need a workflow that checks if the action log of incidents was updated – and this on a defined schedule. Because the action log comments of incidents are stored in objects of another class, the relationship property is used. this is why this kind of notification subscriptions are called relationship subscriptions. I will not go into any detail here because Travis explained this in very detail here.
So if you download the MP from this blog post (at the very end of the post), you will see a new entry in the workflow status list. This is where you can check if everything is running as expected. If this is not the case, consult the Operations Manager Event Log for more details.
The template that is used for sending the mail is located in the same MP. You can see and also edit it by using the Notification Templates section.
The template is preconfigured and shows the most important information of the incident. For this example I send the mail using html. Take a look at the <Group> section as it is used to iterate through all the available comments and display them in the email.
Now if the action log is updated, the analyst that the incident was assigned to gets an email.
With this procedure analysts can save a lot of time because they don’t need to constantly control pending incidents for user input.
You can download the MP here (itnetx.ActionLogUpdate.NotifyAnalyst.xml)