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Emails not being sent to customers when the Service Desk logs calls for them

Symptoms

  • Customers receive emails when they log calls through the customer portal and incoming email, but not when calls are logged manually via the VMware Service Manager and VMware vCloud Request Manager Service Desk
  • Emails are not being sent to customers when the Service Desk creates calls for them
  • When customers log calls by phoning the Service Desk, they do not receive an email stating their call has been logged

Resolution

VMware Service Manager and VMware vCloud Request Manager are working as designed.  They do not automatically email customers when the Service Desk creates a call for them.
 
However, you can use the IPK Workflow Rules functionality to automatically send emails to customers when a call is created for them by the Service Desk.
 
Caution: Before performing the proceeding steps, VMware strongly recommends that you:

To set up automatic emails using the IPK Workflow Rules functionality:

  1. Navigate to the IPK Workflow Rules Builder (from the Admin dropdown, choose IPK Workflow Rules).
  2. Create the Notification:
    1. Select IPK Notification Workflow from the explorer menu.
    2. Click Add New and enter a name and description.
    3. Select Notify On Log/Update.
    4. Select the Other radio button, select Customer (Call) from the list, then click the > arrow for the Notify On Log/Update section.
    5. Ensure the email template is the one required, then Save.

  3. Create the criteria / condition:
    1. Select IPK Rules to Workflow Mapping from the explorer menu
    2. Click Add New and enter a name and description
    3. In the Item field, choose Call Source from the dropdown menu.
    4. Leave the Relationship field on =.
    5. In the Value field, select Service Desk.
    6. Click Add to move this set of criteria to the table on the right, then Save.

  4. Map the condition to the notification via the IPK Rules to Workflow Mapping screen, then Save.

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