Rabi, thanks for the prompt reply. Yes, it is tricky - I can find the entries to modify in form "SYS:Notification Messages" - they have tags HPD-INC-AssigneeAssignment and HPD-INC-GroupAssignment but customer phone number is not on the fields menu for the form
Colin ARS 7 ServiceDesk 7 MSSQL2005 Windows2003 Colin Chapman, UNCW Phone: 910-962-7356 Email: [EMAIL PROTECTED] -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Rabi Tripathi Sent: Tuesday, November 27, 2007 10:39 PM To: arslist@ARSLIST.ORG Subject: Re: Notifications in ITSM 7 - part 1- disable a message or modify trigger conditions for some or all users Colin, Modifying notification text is rather easy. Just modify the right record on form "SYS:NotificationMessages". No filter to deal with. To find the right record to modify, you can use some of the techniques from the original post. It gets tricky if the field you are trying to add is not on the fields' menus on the record. If that's what you see, I can send you more info to handle the situation. I have been tied up with work/personal things. I will post other parts shortly. PS: about T. Dee's earlier comment that: [start quote] "I found out from Remedy today that if you create a custom notification from the People Form and then you shut it off in the SYS:Notification Messages it will still fire. I find this very odd, but it is working as designed." [end quote] If you disable the records on both forms, corresponding messages should be disabled. With support-staff directed messages (as opposed to requester directed), code ignores status on one of the forms. System There's also the NTE:CFG-Notification Events form to complicate the matter. What I wrote in "part 1" should stil be true, but is not the whole story. I will post a revised "part 1". ------------ from: Chapman, Colin <[EMAIL PROTECTED]> reply-to: arslist@arslist.org, date: Nov 27, 2007 5:10 PM subjectRe: Notifications in ITSM 7 - part 1- disable a message or modify trigger conditions for some or all users Rabi, this is great, thanks Are you ready to post how to modify a notification in ITSM7 - or anyone else ? I found the docs that have been mentioned on the list, but none say exactly what forms & workflow to change in ITSM7 (SERVICE DESK 7). For example, I am currently needing to add the Customer Phone Number to the Assignment Notification in ServiceDesk 7.01 patch 3. I think I can figure it out, but if someone else has already made such a modification and documented the steps, including the names of the filters modified, then that will save me time. TIA > -----Original Message----- > From: Action Request System discussion list(ARSList) > [mailto:[EMAIL PROTECTED] On Behalf Of Rabi Tripathi > Sent: Tuesday, November 13, 2007 2:33 PM > To: arslist@ARSLIST.ORG > Subject: *****SPAM***** Notifications in ITSM 7 - part 1- disable a > message or modify trigger conditions for some or all users > > Old subject was "Re: Roles in Incident Management > 7.x: > App doesn't match the doc & other tidbits" > > A lot has been said recently about notifications in ITSM 7, so I will > try to summarize what I know here. > This one is about modifying notification preferences or disabling a > notification altogether. I will post later about modifying the > message, adding a new message etc. > ________________________________________________________________________ ____________ Get easy, one-click access to your favorites. Make Yahoo! your homepage. http://www.yahoo.com/r/hs ________________________________________________________________________ _______ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
