Somebody please explain to me the "On-Call Group" flag
on CTM:SupportGroup form.
This is what I understand:
1)If the flag is set, there is always corresponding
record(s) in "CTM:Support Group OnCall" form of type
individual or group.
2)If a group is flagged as on call, only pager
notification as per OnCall settings are sent on
assignment, not regular email, alert notifications. I
find this VERY FUNNY and hope not true, but that's
what I see in the workflow.
3)When doing on-call paging, the "Paging Times"
specified through "On Call" tab of CTM:SupportGroup
form is all that's taken into account;the info in
"Business Hours/Workdays" tab of the
"CTM:SupportGroup" is completely ignored.
Can anybody confirm/correct my understanding?
About "Support Group Shift" functionality, the
"configure" book has this in its index, but the
corresponding page has no info. I don't know from
where you set this and what good does it do to
anybody. I'm hoping it's not tied to OnCall feature.
Anybody knows the secret to this feature?
Thanks guys.
PS: I'm going to try to bury myself in my breakfast
cereal for a while and let those parts of my brain
swollen red trying to decipher ITSM 7 recover for a while.
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