I once built a basic SLA module using a server-side table loop to check EXTERNAL qualifications and then push a record to a form to collect the statistics. I would imagine that you could do something similar except instead of pushing records for statistics you would be pushing to the email message form.
Another project that I started was to create a rules form on incoming emails (mostly for quick email integrations and to avoid the same documentation and approvals you mentioned). One of my ideas was to give my users a console that would allow them to turn the rules off and on and manage who the email was sent to. I was not going to allow them to create rules (that could be dangerous).
As emails are submitted to the email message form the ones where the Message Type is Incoming are pushed to a message processing form where a server-side table loop (yeah another one) ran to check the rules configured in another form and decide if any action needed to be taken. This was also cool because I could do validation here such as not allow an update to an request where the sending email address was different then what was expected (a specific system, requester, etc).As far as I got was updating Help Desk requests but the design was flexible to allow updates to any form depending on the rules config. One cool thing was I went as far as to include the attachments from the email. If there was already an attachment in Attachment Field1 on the HD it would then use the next one and so on.
A hybrid of both these may give you what you are looking for. The console may be very handy to allow your users to do some basic changes and take some burden off the admin.
Jason
On 7/26/06, Susan Palmer <[EMAIL PROTECTED]> wrote:
**Wouldn't it be a similar principle as SLA's, although I haven't looked at them in recent versions, they build a filter based on what you put in the data form.Susan
On 7/26/06, Rick Cook < [EMAIL PROTECTED]> wrote:Take a look at ITSM v7 if you can - I think they use that basic
methodology. I know that it can be done, but it won't be a quick build.
Rick
-----Original Message-----
From: Action Request System discussion list(ARSList)
[mailto: arslist@ARSLIST.ORG] On Behalf Of Heider, Stephen
Sent: Wednesday, July 26, 2006 11:34 AM
To: arslist@ARSLIST.ORG
Subject: Data Driven Notifications
List,
I plan to create a new help desk system from scratch by the end of the
year. We have ARS 6.3 and HD 5.5. When finished there will be no
HD/ITSM, only ARS. The new help desk will be based on ARS 7.0 and SQL
Server 2005 with a sprinkling of ARS API.Net 7.0, VB.Net 2005 and ASP
2.0.
Because of the new Sarbanes-Oxley requirements I want to design the new
system to be as data-driven as possible. Changing a single filter takes
a lot more documentation and approvals than changing the contents of a
field on a form.
Remedy notifications are things that get modified occasionally.
Sometimes a certain group must have a notification, and then later they
don't or want it to go to someone else or want the trigger condition
changed, etc. I have begun to contemplate how best to make most or all
of the notification trigger conditions and message content pull from a
form instead of hard-coding within filters.
ARS is a flexible product and I am 99% sure this can be accomplished. I
have a couple ideas. Has anyone done this before? Any approaches that
you could recommend.
Stephen
________________________________________________________________________
_______
UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org
_______________________________________________________________________________
UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org__20060125_______________________This posting was submitted with HTML in it___
__20060125_______________________This posting was submitted with HTML in it___
