I will be the first to suggest you review the capabilities that Xmatters can
provide. www.xmatters.com/
I am not affiliated with Xmatters.
-----Original Message-----
From: Kevin Shaffer <kevin_l_shaf...@hotmail.com>
To: arslist <arslist@ARSLIST.ORG>
Sent: Mon, Oct 1, 2012 12:09 pm
Subject: Notification Recommendations
**
ARS 7.6.04 SP 4
ITSM 7.6.04 SP 2
My IT department is moving from another product to Remedy. In the current
product, they currently are able to send notifications to interested parties
that are not the customer, the contact, the assigned individual or the owner
group. The notifications can be driven by Status, Categorization and/or
Priority. For example: If Incident A has a Tier 1 of Termination and Priority
is Medium and it is assigned to the Service Desk, then an external DL called HR
would like to be notified.
I hae been given a mandate of no customizations, but this may have to be
something that slides. Is there a solution OOTB without customization?
I can think of the following:
1. Hardcode Custom Filters and specify my criteria in the Run If - (Hate this
option)
2. Build a custom "Notification Module" to allow the flexibility to build out
these requirements with configuration. (Don't really have the time in the
project timelines for this option)
3. Use SLM (not sure this is what SLM was intended for)
4. Upgrade to 8.x and use the RBE - Rule Based Engine (not an option to
upgrade)
5. Use the Email System link on the Incident and enforce with process (there
are too many processes that the service desk would need to know)
6. Other (I haven't thought of another option)
Any advice would be appreciated.
Thanks
Kevcin
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