Change is much different on its OOB flow from Incident. Its a strict stage by stage process that has it setup so that users have to go from one status to the next , then to the next, etc. It then bases all the notifications to particular roles based on that stage (like these Requested For Notifications when it is scheduled for release or when it has been completed and will notify the Assignee when it is in Planning In Progress, etc.)
Incident emails are fired on what I think is a more logical events and events that cover all the typical (or most of the typical) changes to the incident. We have a automated integration to a staging form from an external service request system that will create some of our Change Requests at this Planning In Progress status and thereby notifying the Change Assignee about the new request. Our management is talking about moving that process to incident actually and only tracking IT initiated infrastructure changes (that are discussed at a CAB board) in the Change form. Thanks Peter Lammey ESPN IT Packaging and Automation 860-766-4761 ________________________________ From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Martinez, Marcelo A Sent: Thursday, December 03, 2009 12:44 PM To: arslist@ARSLIST.ORG Subject: Re: ITSM Notifications ** Thanks Peter - looks like I'll have to create a notification for "receipt" to the Requester By person. And another for the Assignee/Manager of the change. On Incident Mgmt, the requester gets an email stating that the "ticket" has been created and assigned to the corresponding IT team. In Change Mgmt, we do not have that. Also, we do not have a notification that goes out to the Assignee group nor the Manager group letting them know that "hey, you have a new change request assigned to your team..get to work". Therefore I will have to create these notifications; I just thought these were implemented OOB. I wonder if others organizations have it setup this way or not really care. Wouldn't you want your support teams to know when a new change request has been assigned to them? Thanks again for all your help Peter! Marcelo From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Lammey, Peter A. Sent: Thursday, December 03, 2009 11:11 AM To: arslist@ARSLIST.ORG Subject: Re: ITSM Notifications ** Wait..Found them. Here is the filter(s) that will fire a note to the Requested By person when the Change moves to Scheduled status (depends on if the Requested By is a Support Staff or not) CHG:CRQ:StatusScheduled_850_Rqster-SetTag CHG:CRQ:StatusScheduled_850_RqsterNonSupportGrp-SetTag The NT Remedy Login ID passed in that filter is the Requestor ID or Person ID which should be that Requested By person. It will utilize the Notification template under tag "CHG-CRQ-Requester-ScheduledNotification" and "CHG-CRQ-RequesterNonSG-ScheduledNotification" For Completion of the Change Request, here are the filters that will send a note to the Requested By Person (depends on if the Requested By is a Support Staff or not): CHG:CRQ:StatusCompleted_855_Rqster-SetTag - Notify Tag - "CHG-CRQ-Requester-ChangeCompletionNotification" CHG:CRQ:StatusCompleted_855_RqsterNonSupportGrp-SetTag - Notify Tag - "CHG-CRQ-RequesterNonSG-ChangeCompletionNotification" For Cancellation of the Change Request, here are the filters and Notification tags that will send a note to the Requested By Person: CHG:CRQ:StatusCancelled_858_Rqster-SetTag - Notify Tag - "CHG-CRQ-Requester-CancellationNotification" CHG:CRQ:StatusCancelled_858_RqsternonSupportGrp-SetTag - Notify Tag - "CHG-CRQ-RequesterNonSG-CancellationNotification" Hope that helps. Thanks Peter Lammey ESPN IT Packaging and Automation 860-766-4761 ________________________________ From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Martinez, Marcelo A Sent: Thursday, December 03, 2009 11:18 AM To: arslist@ARSLIST.ORG Subject: Re: ITSM Notifications ** Peter thanks for the response... for my second question, I checked the filter and the tag you mentioned, but they are for the customer (requested for) person. Not the requested BY person. I'm trying to send out an email to the requested by person. I can most likely modify this filter or create another like it. I just thought there was an OOB option that was turned off. For my first question, thanks!! I'll take a look at those filters. ~~~~~~~~~~~~~~~~~~~~~~~ Frank, Thanks for the suggestion, I did check that form and all notification events are turned on. ~~~~~~~~~~~~~~~~~~~~~~~ Thanks for the help guys, Marcelo From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Lammey, Peter A. Sent: Thursday, December 03, 2009 8:29 AM To: arslist@ARSLIST.ORG Subject: Re: ITSM Notifications ** See below in dark blue next to each of your tags and answer to your second question. For you second question, there is a tag "CHG-CRQ-Customer-ReceiptConfirmation" and the filter that fires that is CHG:CRQ:NTCustConfirm_803_SetTag. Check that filter out and see its firing conditions. There should be a note(s) to the Requested For and Requested By at some stages during the course of a Change request. Thanks Peter Lammey ESPN IT Packaging and Automation 860-766-4761 From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Frank Caruso Sent: Wednesday, December 02, 2009 11:33 PM To: arslist@ARSLIST.ORG Subject: Re: ITSM Notifications ** Before you go starting hunting through code I would suggest you check form "NTE:CFG-Notifications Events" form. This form allows you to turn on and off group and individual level notifications. ________________________________ From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Martinez, Marcelo A Sent: Wednesday, December 02, 2009 6:54 PM To: arslist@ARSLIST.ORG Subject: ITSM Notifications ** Hello Listers, I have a couple of questions regarding ITSM notifications that I'm sure ya'll can help. Let's get the system specs out of the way: ARS 7.1 Patch 7 (including APR, EE, AE, MT) ITSM 7.0.03 P6 SQL 2005 First question: I'd like to know which are the filters that trigger these tags. I need to chase these notifications... or lack there of CHG-CRQ-ManagerGroup-PIPAssignedGroupAssignment - CHG:CRQ:StatusPIPAcceptedCMGrpSetTag_220_Submit CHG-CRQ-Manager-Group&IndividualReassignment - CHG:CRQ:ChgAssignee-ReassignSetTag_330_Submit CHG-CRQ-AssigneeGroup-PIPAcceptedGroupAssignment - CHG:CRQ:StatusPIPAcceptedCMGrpSetTag_220_Submit CHG-CRQ-AssigneeGroup-PIPAssignedGroupAssignment - CHG:CRQ:StatusPIPAssignedCAGrpSetTag_230_Submit ** The reason I ask is because to my recollection, I have never seen a notification go out for group assignment to either of these groups (in Chg module). I want to make sure I am not missing filters or have been turned off, or why the criteria isn't being met. Second question: am I correct to assume that in Chg Module 7.0.03, there is no out of the box notification that goes to the "requester"? I know there is a notification that goes to the "requester for" person. Thanks all, Marcelo _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: "Where the Answers Are"_ ________________________________ Please consider the environment before printing this e-mail. _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: "Where the Answers Are"_ _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: "Where the Answers Are"_ _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: "Where the Answers Are"_ _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"
