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 _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_ _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are"