Re: Sending notifications to assigned Groups in HelpDesk (7.5) through filters

[Kelly Deaver]

**

it converted the SGP# to a Group form name/number

Kelly Deaver
L-3 Stratis / FAA Contractor

kdea...@kellydeaver.com (ARSlist mail)
kelly.ctr.dea...@faa.gov (Business mail)

 

 

-------- Original Message --------
Subject: Re: Sending notifications to assigned Groups in HelpDesk (7.5)
through filters
From: strauss <stra...@unt.edu>
Date: Thu, February 11, 2010 9:48 am
To: arslist@ARSLIST.ORG

This was necessary for the custom notification to work, correct?  In my experience, the actual service targets use the SPG number for the group correctly in their qualifications (as documented on pg. 219 of the User Guide).  For example:

 

'Service Type' = "User Service Request" AND 'Categorization Tier 1' = "Infrastructure Services" AND (('Assigned Group ID' = "SGP000000000387") OR ('Assigned Group ID' = "SGP000000000404"))

 

I used the templates for almost all of the notifications to Assigned Groups and Owner Groups in SLM 7.1.00.002 (which have their own contorted logic and workflow), so I had not run into this.

 

What did the hot fix change?

 

Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing & IT Center
http://itsm.unt.edu/ 

From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Kelly Deaver
Sent: Thursday, February 11, 2010 9:25 AM
To: arslist@ARSLIST.ORG
Subject: Re: Sending notifications to assigned Groups in HelpDesk (7.5) through filters

 

**

Just went through this yesterday. You have to use the Group name in the Group from, not CTM:SupportGroup. By default your Support Group names in the Group form are a number, something like 10000000050. Doing notifications for Assignee Group in Incident, Problem, etc works fine as they built the logic in to the workflow to find the REAL group name from the Group form. For SLM or direct filters, you have to figure out the true group name. BMC support sent us a hot fix to apply so it will work with SLM (where we saw the issue).

Kelly Deaver
L-3 Stratis / FAA Contractor

kdea...@kellydeaver.com (ARSlist mail)
kelly.ctr.dea...@faa.gov (Business mail)

 

 

-------- Original Message --------
Subject: Sending notifications to assigned Groups in HelpDesk (7.5)
through filters
From: "Alberto Mel." <alberto.rem...@gmail.com>
Date: Thu, February 11, 2010 7:31 am
To: arslist@ARSLIST.ORG

** Hi all,

 

I have a silly question but i'm not sure. I  can't check now if I want to send a notification to an assigned Group  with a filter (Notify) in the "To" field I can write the name of the group.

 

Is this ok or I may write perhaps the group id (of the group table, not support group table) or all the emails of the support people who belong to the support grup?.

 

Thank youy very much!

 

Alberto

_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"_