My guess is the ARS System Email Message form. _____________________________________________________________________________________
John Atherly | APC by Schneider Electric | Information, Process & Organization (IPO) | Remedy Administrator / Developer Phone: +401-789-5735 ext. 2120 | Fax: +401-789-3710 | Email: john.athe...@apcc.com | Site: www.apc.com/ | Address: 132 Fairgrounds Road, West Kingston, RI 02892 USA *** Please consider the environment before printing this e-mail Andrew C Goodall <ago...@jcpenney.com> Sent by: "Action Request System discussion list(ARSList)" <arslist@ARSLIST.ORG> 06/08/2011 10:49 AM Please respond to arslist@ARSLIST.ORG To arslist@ARSLIST.ORG cc Subject Re: WARNING OF BAD AS DESIGNED FEATURE IN ITSM - zero in internet email field for person is not good. ** Which staging form are you referring to? Thanks – and wonder why BMC support would not know this? Regards, Andrew Goodall Software Engineer 2 | Development Services | jcpenney . www.jcp.com | From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Remedy Sent: Wednesday, June 08, 2011 9:47 AM To: arslist@ARSLIST.ORG Subject: Re: WARNING OF BAD AS DESIGNED FEATURE IN ITSM - zero in internet email field for person is not good. When things like this happen, the only way to get rid of these emails before they go out is to start deleting pending emails from the staging form. I had this similar problem 2 weeks ago. Out of the roughly 30,000 emails that got generated, I was able to delete 20,000(give or take). Had to keep refreshing the form for a while till they stopped getting created. Hind-sight I should have just changed the status to "sent" as a bulk modify would have been faster than delete. I am sure all seasoned developers have run into this at some point. Now You now need to setup some workflow to ensure the email address doesn't get populated with a zero again... The email issue has been around since version 6.x, and don't think it's going away anytime soon. Sent from my iPhone On Jun 8, 2011, at 7:16 AM, Andrew C Goodall <ago...@jcpenney.com> wrote: ** We process about 20-30k emails a day – if we just shut down email then we hurt more people. Our issue was to let all email through other than this one particular email that got sent to everyone. In fact the email engine performed great throughout this event and processes all email as we would expect and other notifications were not considerably delayed – it was just kept extra busy for 2 days What we need BMC to answer is how to isolate and remove a particular notification from NTE before it gets to the AR System Email Messages. Regards, Andrew Goodall Software Engineer 2 | Development Services | jcpenney . www.jcp.com From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of patrick zandi Sent: Wednesday, June 08, 2011 9:12 AM To: arslist@ARSLIST.ORG Subject: Re: WARNING OF BAD AS DESIGNED FEATURE IN ITSM - zero in internet email field for person is not good. ** why not just go to the ar email config and disable it ? or change the password and let it fail even... but I think you are asking for a button next to turn off escalations that is turn off email? On Wed, Jun 8, 2011 at 10:05 AM, Axton <axton.gr...@gmail.com> wrote: What is 'as designed' is the ability to use a group id, group name, login name, or email address in the email message delivery fields. When a number is seen, it is interpreted as a group id. Unfortunately, 0 is the group id for public. Not saying it's right, but that's what it is, and the application can (and in my opinion, should) account for this. Seems a knob could be added to the email engine that disallowed this, or defined a threshold for group member count could be used to address this. It's not the first time this has burned someone (not necessarily in the ITSM world either). The notification engine may add a layer of abstraction on top of the email engine that discounts the use of this capability at the email engine layer (I don't know enough about it to say for sure). Take a system that has an email auto-reply set up. Send an email to that system with a reply-to address of 0 and guess what you would get. Axton The opinions, statements, and/or suggested courses of action expressed in this E-mail do not necessarily reflect those of BMC Software, Inc. My voluntary participation in this forum is not intended to convey a role as a spokesperson, liaison or public relations representative for BMC Software, Inc. On Wed, Jun 8, 2011 at 8:49 AM, Andrew C Goodall <ago...@jcpenney.com> wrote: > ** > > All, > > > > FYI – for ITSM users > > > > We had an issue last week in which a service desk associate created a > proposed people record for a vendor and entered a zero as the persons email > address. > > Upon creating the incident with the new person as the customer the BMC > workflow treated “zero” in the email field as meaning I need to email > EVERYBODY that has a people record!!!! For use that is over 300,000 records! > > > > Needless to say our executives were not very happy about this, we had opened > a CRITCAL issue with BMC on this because it was not as simple as deleting > all the relevant records from “AR System Email Messages” form since the NTE > functionality was shipping 100 records or so every few minutes to be > processed by the email engine in “AR System Email Messages”. > > > > We needed to STOP the messages from getting processed by NTE, but BMC > support did not have a remedy (HA – pardon the pun), they said we just had > to let them process – RIDICULUOUS! Furthermore we found out through this > issue that this is an “AS DESIGNED” feature – RIDICULULOUS! > > > > So be warned if you don’t want your service desk to accidently email > everyone in the company add an active link to validate the value in the > email field when creating a people record. > > > > It is breath taking to me why BMC would think this is a good “AS DESIGNED” > feature. I can understand needing that capability for use in workflow – but > for goodness sake only allow it on a back end hidden field e.g. a z_ field, > and NOT a forward facing field editable by users. > > > > Regards, > > > > Andrew Goodall > > Software Engineer 2 | Development Services | jcpenney . www.jcp.com > > > > The information transmitted is intended only for the person or entity to > which it is addressed and > may contain confidential and/or privileged material. If the reader of this > message is not the intended > recipient, you are hereby notified that your access is unauthorized, and any > review, dissemination, > distribution or copying of this message including any attachments is > strictly prohibited. If you are not > the intended recipient, please contact the sender and delete the material > from any computer. > > _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_ _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are" -- Patrick Zandi _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_ The information transmitted is intended only for the person or entity to which it is addressed and may contain confidential and/or privileged material. If the reader of this message is not the intended recipient, you are hereby notified that your access is unauthorized, and any review, dissemination, distribution or copying of this message including any attachments is strictly prohibited. If you are not the intended recipient, please contact the sender and delete the material from any computer. _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_ ______________________________________________________________________ This email has been scanned by the MessageLabs Email Security System. ______________________________________________________________________ _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_ _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_
