Configuring Email Notification for Service Requests

Embotics® vCommander® provides two methods for setting up email notification for service requests. The first method, configuring email notification within the workflow itself, allows you to customize the email, and variables allow you to create dynamic recipient lists.

The second method allows you to choose a set of service request triggers for sending emails, and to choose whether emails are sent to the assigned administrator, the request submitter, and component owners. You can also configure email notification for all events related to service requests, automated deployment and workflow step failures.

Using variables for email notification 

You can use variables when configuring email notification.

NotePencil-smallClicking vars-20x20 in any text field that supports variables opens the Variable Assistant, which allows you to select variables for the current context and provides help for each variable.

Email notification examples

Example: Email Notification in an Approval Workflow for New Service Requests

Send a customized email to the person who submitted the request, letting them know that their request was received and when they can expect to receive their service.

email_notif_approval_wf_new

Email Notification in a Completion Workflow for Change Requests

Notify the owner of a VM that the VM has been decommissioned and will be deleted.

email_notif_compl_wf_change

Formatting the email body

The <a> tag is automatically added to links in emails (only the http protocol is supported). For example, if the value of a custom attribute is a link, the value will be formatted as a link in the email.

If you do not use HTML markup in the email body, the body is assumed to be plain text; <br> and <p> tags are automatically added for new lines.

If you add HTML markup to the email body, however, no additional tags are added.

Setting up global email notification

Access through:

Configuration > Service Request Configuration > Email Notification

Available to:

vCommander Role of Superuser and Enterprise Admin

vCommander administrators, users, and VM owners associated with service requests can be automatically notified by email about the service request.

For example, administrators assigned to fulfill service requests can be notified at important milestones during the request lifecycle, and users who submitted the requests can be provided with status updates.

To set up email notification for users directly related to a service request:

1.Select the Email Notifications tab under Configuration > Service Request Configuration.

2.For each service request that is created and for each type of user (assigned administrator, request submitter, and VM owners), select from the drop-down menu a level of notification for each type of user as indicated in the following table and click Save.

Notification Level Selected

Means this type of information will be sent in an email...

All

Any change to the service request including all state changes and comments made about the service request.

Note: When this option is selected, a large volume of emails may be sent.

Done

The state of the service request, that is, when a service request is completed or rejected.

Basic

The state of the service request, that is, when a service request is submitted, approved, completed, or rejected.

None

No email is sent.

3.Repeat the sequence as required.

To notify administrators about all events related to service requests:
NotePencil-smallThis set of notification emails includes automated deployment issues and workflow step failures.

1.Select the Email Notification tab under Configuration > Service Request Configuration.

2.For a specific account to be notified when a service request is approved or if automatic deployment fails:

a.Click Add in the For All Requests pane.

b.Enter the email associated with a vCommander user account in the text field. When a directory service has been configured, click the ellipsis to search for the user account.

c.Click OK when complete.

d.Repeat the sequence as required.

Troubleshooting

On certain occasions, information in a provisioning email may differ from the actual state of a service request. This can result from actions occurring after the email is sent or before it is received.

A completion email may show a cost of zero even though the cost has been calculated for the service and is displayed on the Service Request Post-deployment landing page. In this case, use the hyperlink in the email to confirm the details.

The first email sent about post-deployment may not contain the correct resource information that was part of the request or was modified as part of the deployment. In this case, add a "Wait for Service to Obtain IP Address and DNS name" step in a completion workflow to allow time for the resources to be determined properly. See Workflow Steps Reference.