I think that would work, Chris, as would removing the link to the Incident totally (because Support staff will probably use the Console anyway).
What I have seen done is the insertion of a stock URL for the Support Desk, combined with the removal of the ARTask/URL. Rick -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of strauss Sent: Saturday, February 02, 2008 2:20 PM To: arslist@ARSLIST.ORG Subject: Dropping URLs and ARTasks from Requester notifications Question for those of you who have plumbed the sewer of the ITSM 7 notification engine (and lived to tell the tale): My customers are brought in to CTM:People from LDAP and authenticate via AREA, and have a login name so they also have a User record. The customer notifications going out look like this and include an ARTask attachment: ================== http://arsweb7.ars.unt.edu:8080/arsys/servlet/ViewFormServlet?form=NTE%3 aNotifier&server=remedy7.ars.unt.edu&eid=NTS000000000030 Dear Christopher Strauss, We are pleased to inform you that your reported Incident has been added to the Service Desk. Your assigned Reference Number is INC000000000010. This number should be retained for reference purposes. Reference No.: INC000000000010 Summary: Test of outage system Please do not hesitate to contact the Service Desk should there be any further questions or inquiries regarding your Incident. Please quote your assigned Reference Number. Yours sincerely, Service Desk ================= When I questioned BMC about why customers would get URLs to the Incident (which they cannot properly access anyway unless I give them rights that they are NOT going to get) they said "as designed," of course. Looking at the filters NTE:NTS:Email_200_SystemNT and NTE:NTS:Email_200_Customer-NT it looks like they designed this to send out customer notifications (no Incident URL and no ARTask) ONLY if the customer has no Remedy Login ID; if they have a Login ID, they get treated like Support Staff! Without dwelling on the rationale underlying this "design," is this the actual point where I can "fix" the problem by subverting the Customer-NT filter to fire on something like Support Staff = No instead of Remedy Login ID = NULL?? Can it really be that simple? Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing & IT Center http://itsm.unt.edu/ ____________________________________________________________________________ ___ 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"
