I adjusted my SLA Service target and added the new milestone and took out the Notify Incident Assignee Group Manager and added it to the new SLA_Breach_Managers milestone.
At first it seemed that the Notify Incident Assignee action fired as part of the first Milestone but the second one did not. I actually setup the Milestones to fire based on "Hours/Minutes from Start Time" instead of based on the Percent. I had both Milestones set to fire at 4 hours (as a test) and like I said only the first one worked but the Notify Incident Assignee Group Manager did not. When I staggered the second Incident Manager milestone to 4 hours 5 minutes it did work so that is what I will go with for my solution. Thanks for you help Christopher! Thanks Peter Lammey ESPN IT Client Architecture and Automation 860-766-4761 -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of strauss Sent: Monday, July 20, 2009 11:44 AM To: arslist@ARSLIST.ORG Subject: Re: SLM Notifications Right; one action per milestone when you use the templates. Add more milestones to the Service Target for additional actions. Reading the documentation threw me off on this one, since there are no restrictions on custom milestones; they can have multiple actions. As stated earlier, the templates are essentially undocumented, and when I first hit this support had no clue what was going on. Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing & IT Center http://itsm.unt.edu/ > -----Original Message----- > From: Action Request System discussion list(ARSList) > [mailto:arsl...@arslist.org] On Behalf Of Lammey, Peter A. > Sent: Monday, July 20, 2009 10:18 AM > To: arslist@ARSLIST.ORG > Subject: Re: SLM Notifications > > Ah ok. > I have multiple actions that are performing the z1D Action set fields > (using the OOTB templates) all as part of a "SLA_Breach" Milestone. > So basically I will need to rework that milestone to > "SLA_Breach_Assignee" and take out the action to Notify Incident > Assignee Group Manager and put that action in a separate > "SLA_Breach_Manager" milestone right? > > > Thanks > Peter Lammey > ESPN IT Client Architecture and Automation > 860-766-4761 > > -----Original Message----- > From: Action Request System discussion list(ARSList) > [mailto:arsl...@arslist.org] On Behalf Of strauss > Sent: Monday, July 20, 2009 11:08 AM > To: arslist@ARSLIST.ORG > Subject: Re: SLM Notifications > > Since Milestones and Actions created using the templates are limited > to ONE Action per Milestone because of how they use a single temp > variable field, I simply added more milestones to each Service target, > with only ONE Action for each of those Milestones. For example, a > Critical Infrastructure Restoration Response Service Target will have > four > Milestones: > > Incident 50% Response Milestone - Action: Notify Incident Response > Assignee (stores "ESCALATEDRESPSLA" in z1D Action) Incident 50% > Response Milestone - Action: Notify Incident Response Owner (stores > "ESCALATERESPOWNER" in z1D Action) Incident 75% Response Milestone - > Action: Notify Incident Response Assignee Manager (stores > "ESCALATEMGRRESP" in z1D Action) Incident 75% Response Milestone - > Action: Notify Incident Response Owner Manager (stores > "ESCALATEOMGRRESP" in z1D Action) > > Some of what I did to customize the templates is documented under SLM > Notifications in my customization log at > http://arsweb4.ars.unt.edu/helpdesk/docs/Customizations%20to%20ITSM7%2 > 0 > server.htm > ...and show the relationship between the existing flagwords and > filters and the ones you have to add to make Response templates that work. > > This is probably at a tangent to what you are trying to do, but might > help you understand the bizarre way that they built the OOTB templates. > > Christopher Strauss, Ph.D. > Call Tracking Administration Manager > University of North Texas Computing & IT Center http://itsm.unt.edu/ > > -----Original Message----- > From: Action Request System discussion list(ARSList) > [mailto:arsl...@arslist.org] On Behalf Of Lammey, Peter A. > Sent: Monday, July 20, 2009 7:53 AM > To: arslist@ARSLIST.ORG > Subject: Re: SLM Notifications > > Christopher, > > I actually started redeveloping the SLA for a group in SLM 7.03. > I implemented the SLAs using the OOTB templates for Notify Incident > Manager and Notify Incident Assignee and I added both to a service > target and I noticed that the Notify Incident Assignee was not working > properly. > Is this undocumented issue where only one of the notification > templates work and not the other because the SLM generated filters all > fire at execution order 700? > > Ill try tweaking the execution order for the SLM filters for the > Notify Assignee milestone but wasn't sure if you already figured out a > workaround for this undocumented problem. > > > Thanks > Peter Lammey > ESPN IT Client Architecture and Automation > 860-766-4761 > > -----Original Message----- > From: Action Request System discussion list(ARSList) > [mailto:arsl...@arslist.org] On Behalf Of strauss > Sent: Sunday, July 19, 2009 9:08 PM > To: arslist@ARSLIST.ORG > Subject: Re: SLM Notifications > > One caution - if you use the templates, you can only have one action > per rule, even though there are several action templates. They all > write a temp value to exactly the same field in the Incident form, so > if you specify 4 actions like I did the first time, only the last one > is performed since that is the only value in the temp field that > survives. This is not documented anywhere. I also seem to recall > that the template for response, as opposed to resolution, was only > half built OOTB, and I had to add workflow to get it to work. It's > been over a year since I did this, so I would have to dig into my > customization docs at work to see what had to be done. > > Christopher Strauss, Ph.D. > Call Tracking Administration Manager > University of North Texas Computing & IT Center http://itsm.unt.edu/ > > > -----Original Message----- > > From: Action Request System discussion list(ARSList) > > [mailto:arsl...@arslist.org] On Behalf Of SHall > > Sent: Sunday, July 19, 2009 7:05 PM > > To: arslist@ARSLIST.ORG > > Subject: Re: SLM Notifications > > > > If I use a Template for my notification e.g Assignee Group Manager. > > i believe that the way this is supposed to work is it looks at the > > Assigned Group and notifies whoever has the the Incident Manager > > Functional Role for that Group. These do not work at all. > > > > Do you mean CTM:Support Group Assignments? This form was empty when > > i searched it > > > > > ______________________________________________________________________ > > _ > > ________ > > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum > > Sponsor:rmisoluti...@verizon.net ARSlist: "Where the Answers Are" > > ______________________________________________________________________ > _ > ________ > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum > Sponsor:rmisoluti...@verizon.net ARSlist: "Where the Answers Are" > > Please consider the environment before printing this e-mail. > > ______________________________________________________________________ > _ > ________ > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum > Sponsor:rmisoluti...@verizon.net ARSlist: "Where the Answers Are" > > ______________________________________________________________________ > _ > ________ > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum > Sponsor:rmisoluti...@verizon.net ARSlist: "Where the Answers Are" > > ______________________________________________________________________ > _ > ________ > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum > Sponsor:rmisoluti...@verizon.net ARSlist: "Where the Answers Are" _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: "Where the Answers Are" _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: "Where the Answers Are"
