For which version and patch level of ITSM did you discover this?
Thanks Peter Lammey ESPN MIT Technical Services & Applications Management 860-766-4761 ________________________________ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of J.T. Shyman Sent: Friday, December 07, 2007 10:00 AM To: arslist@ARSLIST.ORG Subject: Tenancy-Based notifications from Change and Problem in ARS 7 ** A co-worker of mine ran into an interesting issue and we will be reporting it to BMC as a possible bug but I wanted to see if anyone on the list has run into this. The client wants customized notification messages for Incident, Change and Problem on a per company (tenancy) basis. Upon researching my co-worker found the filters that create the notifications for Change and Problem don't pass the company name, and thus only the -General- company notifications will fire and notifications can't be customized on a per-tenant basis without modifying OOB workflow. This isn't the case for Incident, though. Below is a snippet from him: CHG:CRQ:NotificationGenerator_899_ModifyNotificationProcessControl`! PBM:PBI:NotificationGenerator_899_PNPC`! HPD:INC:NotificationGenerator_899_PNPC`! You can see that only the HPD one has Company included. Therefore, when NTE:NPC:ChkNotificationMsgExist_015 on NTE:SYS-NT Process Control does the set fields from SYS:Notification Messages where (( 'Company' = $Company$) OR ( 'Company' = "- Global -" )) AND ( 'Notification Message Tag' = $Notification Message Tag$) AND ( 'Status' = "Enabled") it fails (or selects - Global -). You can see it here as well: Filter CHG:CSG:NewApprovalNotification-ParseApprovers-NotifySupport`! You can see in the push fields action that it does not push the Company field to "NTE:NT-Process Control", therefore, when the filters on that form fire looking for a message in the SYS:Notification Messages form where Company = Company or Company = - General -, it finds only the general message. If the client has all general notifications disabled, then no message is found at all. Anyone run into this before? J.T. Shyman Remedy Consultant Column Technologies __20060125_______________________This posting was submitted with HTML in it___ _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
