What I have done in the past is to create an configuration form where there is a single configuration record for each escalation I wanted to only run on one record. Basically you create a form that stores your configuration with a status (allows you to easily "turn off" this escalation record) and some unique identifier the Run If of your escalations looks for.
Let's call our form "SHR:Escalations". In this example have one record in the form with the Name (can use Short Description field if you would like) "CHECK_4_PENDING_EMAIL". You then create an escalation against the SHR:Escalations form with the Run If: 'Status' = "Enabled" and 'Name' = " CHECK_4_PENDING_EMAIL" When you escalation fires (once) it performs a modification to this configuration record (you could use a Display Only field and not modify the record) which then kicks off a filter that will go look for matching AR System Email Messages records (your Run If in your original email) and if there is a match set a field with some data from that transaction (like Email ID of a matching record, let's call the field zTmpPendingEmail_ID). One thing to note if zTmpPendingEmail_ID is a regular field, since it is very likely that same Email Messages record will be found by the Set Fields after the email engine stops sending mail, the transaction will only be different the first time the escalation runs (after the email engine stops sending email). You may or may not want this (example only notify people once when the system stopped sending email). If you want to notify people each time the escalation runs after the email engine stops sending email you can use something like $Email ID$ + "_" + $TIMESTAMP$ in your Set Fields. You then have a filter(s) with Run If like 'Status' = "Enabled" AND 'Name' = "CHECK_4_PENDING_EMAIL" AND 'DB.zTmpPendingEmail_ID' != ' zTmpPendingEmail_ID' that do whatever you want. You could call a script to send an email from the OS instead of using the Email Engine. When I have used this setup in the past to address the email engine not sending email, I found restarting the email engine would usually take care of the issue so there was no manual intervention needed. You can look at this tread for an example batch file that will restart the email engine (Windows) and there is also at least one other idea that uses a .vbs script to monitor email: https://mailman.rrr.se/arslist/1103/msg00794.html The other thing I have see is a scheduled SQL job runs every few minutes that basically does the same thing, looking for older email messages records that have not been sent, and then sends a notification via the DB's mail system. Jason On Mon, Jun 18, 2018 at 2:27 PM, Champagne, Susan <schampa...@hsnsudbury.ca> wrote: > Thank you Randy, for your quick response. How I missed the obvious is > beyond me right now (no notification if the e-mail service isn’t running); > so, thank you for pointing that out. I will speak with our server analysts > to see if we have any such tools to monitor a server. > > > > Much appreciated! > > > > Susan > > > > *From:* ARSList [mailto:arslist-boun...@arslist.org] *On Behalf Of *Mckinnish, > Randy via ARSList > *Sent:* June-18-18 3:18 PM > *To:* ARSList > *Cc:* Mckinnish, Randy > *Subject:* RE: [Ext] Help with Escalation on how to Run on Last Record, > Only > > > > 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/ > Health Sciences North's vision is to be globally recognized for > patient-centred innovation. > > -- > ARSList mailing list > ARSList@arslist.org > https://mailman.rrr.se/cgi/listinfo/arslist > >
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