Workflow mail notification for “Assigned To” field (Change, Incident, ServiceRequest, Problem, Release, Activities)

February 19, 2013 Posted by Alexander Axberg

Update Feb 26:

Found an error in the Workflow parameters for Change and Service Request, so the MP is now updated.

Update Jan 24:

Uploaded a new version with mail templates included, and Problem, Release and Activity workflows added.


/There are several blog posts out there about how to create a MP with a workflow that sends an E-Mail to the “Assigned To” -user when that field gets updated, but most of them have only been for Incidents or only for Service Requests.

I have gathered these workflows in one MP, so the mail workflow will trigger the same way for all processes. Mail templates are also included in the MP.

  • Incident
  • Change Request
  • Service Request
  • Problem
  • Release
  • Manual Activity
  • Review Activity

Before you import the MP, you might want to disable those notifications that you don’t want. The code in the MP looks like this:

<Rule ID="IncidentAssignmentChanges" Enabled="true">

With the parameter “Enabled” you can enable or disable each workflow.



Download MP: Lumagate.AssignedToNotification.xml



16 Responses to Workflow mail notification for “Assigned To” field (Change, Incident, ServiceRequest, Problem, Release, Activities)

  1. Paul C says:

    Hi Alex, just tried the above MP (after changing the GUID for my mail templates) and I got the following error:

    The management pack import failed.
    Errors (8):
    Could not load management pack [ID=Microsoft.EnterpriseManagement.ServiceManager.UI.Administration, KeyToken=31bf3856ad364e35, Version=7.5.2905.0]. The management pack was not found in the store.
    : Version mismatch. The management pack ([Microsoft.EnterpriseManagement.ServiceManager.UI.Administration, 31bf3856ad364e35, 7.5.1561.0]) requested from the database was version 7.5.2905.0 but the actual version available is 7.5.1561.0.

    Any ideas? Thanks, Paul

    • Paul C says:

      Hi Alex, ignore the above. I updated the version numbers to suit my SCSM environment and the MP worked fine. Thanks, Paul

    • Hi Paul,
      Nice to hear you fixed it. 🙂
      The MP was written for SCSM 2012 SP1, and you seem to have the RTM version.
      Updating the version numbers should do the trick, just as you wrote.


  2. Dennis says:

    Hi Alex,

    I’ve import the management pack, but i don’t see new workflows / notification subscriptions. What’s the next step after importing the MP?


    • Hi Dennis,

      These custom relation-based workflows won’t appear under Notifications / Workflows in the GUI, so any modifications need to be done directly in XML.
      However, you can still see status about them under the Administration-wunderbar \ Workflow \ Status


  3. Domz says:

    Hi Alex,

    Thanks for the wonderful solution, I’m currently facing one problem after successfully importing the MP the workflows aren’t triggering on assignment/reassignment. can you please help figure this out.


    • Alexander Axberg says:

      Hi Ali,

      Which of your Work Items are not triggered? (Change, Incident, Activities or Service Requests)
      Is it empty when look in the Workflow status lists?


  4. João Gonçalves says:

    Hi Alexander,

    Do you have any workflow like this for problem Management and Release Management?


  5. scott says:

    I used this, when it sent an email using your template. It was showing the HTML code even though it has a checkbox use HTML. Any ideas?

  6. NIck says:

    Great Job Alexander.
    Very usefull workflow.

  7. Niklas says:


    Does this still work in SCSM 2016? If not, is it possible to get this updated?

  8. Waldi says:

    Hi Alex

    this is a awesome management pack, thanks for it. I do have a question though. the management pack sends the mail to the “AssignedTo” user, what do I need to change to get the Management pack to send to the “AffectedUser”?

    Best Regards

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