Susan, Even if the escalation fired and ran, if the email engine service is down I am thinking the notification would only queue and not send until the mail engine service was online again. Do you use any monitoring tools in-house like scom or zabbix? We have had success using those to monitor a service and if the service stops, the team is notified and it isn’t dependent on ARS services for delivery of the alert that something has gone wrong.
Thanks From: ARSList <arslist-boun...@arslist.org> On Behalf Of Champagne, Susan Sent: Monday, June 18, 2018 2:53 PM To: arslist@arslist.org Subject: [Ext] Help with Escalation on how to Run on Last Record, Only This email contains a link or attachment. Please make sure it’s from a trusted source before you open the attachment or click on the link Hi folks, I’m hoping one of you will be able to assist me with what I’m trying to accomplish. My goal is to have Remedy send a notification message to the Service Desk whenever our e-mail service stops running. I’m working on an escalation where the Primary Form is “AR System Email Messages”. My problem is with the Run If Qualification. Here’s what I’ve got so far: Run If Qualification (‘Send Message’ = “Yes”) AND (($TIMESTAM$ - ‘Create Date’) > 300) What I wanted to do was to add a condition to have the escalation only check the last record on the form, in order to prevent multiple messages being sent. From my research I found some hits indicating I could use something like “ (‘Email ID’ = “MAX (‘Email ID’))”, but this isn’t working when I try to add it to the qualification. I’m using Developer Studio Version 9.1.03 with Remedy AR System 9.1. Any assistance with this would be greatly appreciated. Thank you, Susan Health Sciences North's vision is to be globally recognized for patient-centred innovation. **************************************************************** The information contained in this e-mail and document(s) attached are for the exclusive use of the addressee and may contain confidential, privileged and non-disclosable information. If the recipient of this e-mail is not the addressee, such recipient is strictly prohibited from reading, photocopying, distributing or otherwise using this e-mail or its content in any way. This email is subject to certain disclaimers, which may be reviewed via the following link. http://www.compass-usa.com/disclaimer/
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