Inform an affected user when an attachment is added

Last week we’ve got a request from our customer in Latin America who wanted to notify an affected user with an attachment link when the attachment is added to Incidents. There’s a solution published on TechNet Service Manager blog that can be used to create a notification workflow. However, using this approach you can send a message with all attachments instead of last one.

I decided to create a new solution that would be based on our earlier blog posts. The solution also uses our new Service Manager 2012 self-service portal URL’s setting.

The extension is ready to use ‘as is’. All you need is to implement a few actions.

First, import SCUtils.Portal.Address.mpb management pack (find it here). Then go to Administration, Settings. Here double-click on SCUtils Portal Address Settings and specify the self-service portal URL. For SCUtils FileAttachment Free it would be like http://ssp2:81/ContentHost/ClientBin/AttachmentViewer.aspx, where http://ssp2:81 is the web content site’s URL (replace with your own value). For SCUtils FileAttachmentHTML5 it would be like http://ssp3/ContentHost/AttachmentViewer.aspx, where http://ssp3 is the HTML5 self-service portal URL (replace with your own value).

Second, copy SCUtils.NotifyAffectedUserAboutNewAttachmentToIncident.Assembly.dll to the Service Manager installation folder on the workflow management server (usually, the first installed SCSM server). Finally, import SCUtils.NotifyAffectedUserAttach.xml management pack.
Additionally, you can edit the notification template named Notify Affected User About New Attachment to Incident.

Please note that [attachment] is keyword that will be replaced with the actual link to the attached file. Keep it somewhere in the message bogy at least once.
The source code of the solution you can download here.