Lisa, That was a very detailed response. The behaviour I'm noticing could well be a defect.
BTW, where do I access the details of the defects you've listed here ? I've got my hands on a document from here . This may be of help ., if you haven't got this yet. http://developer.bmc.com:8080/jiveProd/thread.jspa?messageID=73039𑵏 Here's the behaviour I'm seeing on my system : 1) Action Templates for Role Based Notifications do NOT work 2) Using To/CC/BCC from "Owners" Menu Item on Custom Templates or Templates based on that do NOT work. I've two entries defined in SLM:ConfigSLMOwners form for "Owners" menu item, with mixture of valid email ids and user IDs. 3) Custom Actions or Action Templates based on "Email or Alert" work as expected. Is there any relevant defect info/ documentation that I can access? Cheers, BnB. On Jul 8, 7:21 pm, Lisa Westerfield <[EMAIL PROTECTED]> wrote: > Without explaining every detail of some key SLM challenges, I thought it > may be useful to share some of the results of what we have encountered > with the SLM application and hopefully save you some time. If you need > further details, please let me know. > > 1. The OOTB templates did not work for us either. We had to create > identical templates for our milestones, actions, etc, that did exactly > what the OOTB ones did for them to work. I have seen on more than 1 > occasion that OOTB templates in general have lost their data connections > and do not work as expected (i.e. People templates, SLM templates). > > 2. There is not a document that explains the notification structure, > nor what the 'Message' tags do exactly. We asked about specific ones > and got answers to them, but are still searching for additional > information. (i.e. ESCALATEDBYOLA, ESCALATEMGRASSIGN). I'm not sure how > this ticket is flagged, but this is the one we have open with BMC to get > some of the answer on the SLM tags: SW00268723 > > 3. We have been unsuccessful over the last 2 months to get any custom > email action to work. We tried the same thing as you did - mailing a > specific address - which doesn't work. We decided this was fine as long > as the message tags in #2 notified the expected people, so no additional > ticket was opened for our client. > > 4. The notifications you do receive may be missing some data (i.e. > Status, Summary), and there is a partial fix for this from BMC, so don't > waste too much time troubleshooting that one. Known Bug: SW00285647 > > 5. SLM Viewer permissions do not work as documented. This is a known > bug: SW00283951 > > 6. Service Target Metrics report does not display the incidents that > make up the group percentages. This is an open bug: SW00299164 > > 7. SLM notifications do not consider the Business Hours of the support > group. This is a known defect: SW00268723 > > 8. SLM notifications do not consistently consider on-call paging times > of support staff. This is still being investigated with BMC. > > 9. SLM Last Acknowledged Date on an incident is not set consistently. > BMC is working on explaining when this should be set so we know if it's > working or not. > > -----Original Message----- > From: Action Request System discussion list(ARSList) > > [mailto:[EMAIL PROTECTED] On Behalf Of Bulls-n-Bears > Sent: Tuesday, July 08, 2008 3:11 AM > To: [EMAIL PROTECTED] > Subject: Using Incident ServiceTgt Milestone Notification Action > Templates > > Greetings, > > we're running ITSM 7.0 Patch 002. And are trying to use Action > templates on Milestones. I've NotifyIncidentOwner , > NotifyIncidentOwnerGroup besides other templates., If I'm not wrong > these are OOTB templates. But using them do not generate notifications > on my system when milestone is met. > > If I use Custom -> Alert or Email Action , with email Id fixed or use > a new Action template with Alert or Email Action defined, Both of them > are generating notifications , which was expected. > > I believe the workflow being triggered for using the Role Based > Notification ., e.g., NotifyIncidentOwner , NotifyIncidentOwnerGroup > needs to be looked into for isolating the problem. Is there a doc to > help me with the sequence of workflow that's triggered and help me > nail down the problem ? > > One thing I could figure is usage of filter guide > HPD:INC:NotificationGenerator sets notification into NTE:SYS-NTProcess > Control . How do I debug from here? Is the nofication triggered on an > escalation ? or from a Notify action from a filter? > > Cheers, TIA > > ________________________________________________________________________ > _______ > UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org > Platinum Sponsor:www.rmsportal.comARSlist: "Where the Answers Are" > This message is subject to and does not create or vary any contractual > relationship between TuringSMI, SMI Technologies, SMI Telco, its subsidiaries > or affiliates and you. Internet communications are not secure and therefore > the TuringSMI Group does not accept any legal responsibility for the contents > of this message. Any views or opinions expressed are those of the author. > This message is intended for the addressee(s) only and its contents and any > attached files are strictly confidential. 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