Rabi, thanks. I'll give it a try and let you know the results. I had figured out some of the steps, but not all
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: Thursday, November 29, 2007 10:29 AM 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: To add a new field to notification message text...one that is not already available on the menus on the "SYS:Notification Messages" form's fields, follow these steps (object names I have included apply for adding a field from HPD:Help Desk form, i.e. Incidents): 1)Add a record for the field on form "SYS:Form Field Selections". See existing records for detail. 2)Add the field on following backend forms, so the field's value can be held during notification workflow processing NTE:SYS-NT Process Control NTE:SYS-Group NT Control NTE:SYS-Individual NT Control 3)Update the filter that replaces any placeholders for the field in the message template with actual value for the field from the ticket. One of these filters: NTE:SHR:TranslateNotificationMessageCommon_090 NTE:SHR:TranslateNotificationMessageINC3_102 4)Modify filters on backend notification forms as well as the source (ticket) form so the values are carried forward as the notification workflow continues from form to form. INT:FNDHPD:NPC:GetINCData_020 NTE:NTG:NoOnCall_260_Indiv-PNPC HPD:INC:NotificationGenerator_899_PNPC`! NTE:NTG:SetFieldsfromNPC_030 (no need to modify, just take a look) NTE:NPC:CreateNTRecord_180_PNTI NTE:NTG:CreateNTRecord_180_PNTI`! (no need to modify, just take a look) Given the nature of the code involved, a thorough testing of you modifications would include: -a message that goes out to requester -a message that goes out to a single support staff -a message that goes out to an entire group, not flagged on-call -a message that goes out to an on-call group HTH. > ---Colin wrote: > 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 > > --- Rabi Tripathi <[EMAIL PROTECTED]> wrote: > > > 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 > > > > > > > ________________________________________________________________________ ____________ > Never miss a thing. Make Yahoo your home page. > http://www.yahoo.com/r/hs > === message truncated === ________________________________________________________________________ ____________ Get easy, one-click access to your favorites. 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