I have not done this, but i beleive this can be done relatively quickly. 1. Create a form to hold rules, Dls/email ids for which corresponding emails have to be sent and also unique notification tag for each rule 2. Create a simple form to hold incident ids(Minimal cstomization to core modules). best would be a view form based on a simple queue table created(Use of table is in step 3 below) 2. On creation/update of incidents, push an entry to form created in step 2 above 3. Create new entries on SYS:Notification Messages form to hold the notification conent 3. Create job to run every x mins on Pentaho, job should perform following actions(If pentaho is unavailable, it could also be done using your DBs job mechanism). Pentaho is a better option as you can easily perform transformation of the data in step 3 below
- If there is an entry in the queue table, lookup rules form created in step 1 to find any matches - If match found, look up SYS:Notification Messages based on tag and retrive the content of the notificaions - Update the notifcation content based on real time data(have to lookup help desk view to get this) - Send emal using Pentaho's inbuilt capability - After email is sent, delete the record from queue This should not involve too much of customizatios and since you are building a config form to hold rules, its easily extendable -Karthik On 1 October 2012 23:01, Stroud, Natalie K <nkst...@sandia.gov> wrote: > ** > > Kevin:**** > > ** ** > > You **might** be able to use SLM notifications for this, and I think the > thing you want to look at first is whether you can link these notifications > via milestone to the service targets you’re going to be using anyway. If > you’re going with Response and Resolution time targets, SLM *might* work > for you. What you *don’t* want to do is come up with a service target > just to enable these notifications. That’ll confuse the living daylights > out of your end users.**** > > ** ** > > I don’t know at what point your notifications need to fire, but SLM lets > you set all sorts of conditions for things to happen and I know we use it > to send emails, though I don’t remember offhand whether it is possible to > use it to email anyone outside of Assigned Group members. You’d have to > research that point.**** > > ** ** > > The other snag I can think of that you might run into has to do with > message content, and it depends on what ticket-specific information (if > any) your DL group members need. I know we pull in Customer Name, Desk > Location, Customer Phone and Incident Summary, but we weren’t able to pull > in any of the target times. Because our SLAs are based on Priority, we > were able to fudge our way around that with this kind of statement: “The > RESPONSE target for this ticket is Y hours, and X hours of this goal have > elapsed.” Since you’re looking at creating non-standard SLM > notifications, that’s something you’ll probably want to look into fairly > quickly to help you determine whether this option can work for you.**** > > ** ** > > Good luck!**** > > ** ** > > *Natalie Stroud* > > SAIC @ Sandia National Laboratories**** > > ARS-ITSM Tester**** > > Albuquerque, NM USA**** > > nkst...@sandia.gov**** > > ITSM 7.6.04 SP2 – Windows 2008 – SQL Server 2008**** > > ** ** > > ** ** > > *From:* Action Request System discussion list(ARSList) [mailto: > arslist@ARSLIST.ORG] *On Behalf Of *Kevin Shaffer > *Sent:* Monday, October 01, 2012 10:09 AM > *To:* arslist@ARSLIST.ORG > *Subject:* [EXTERNAL] 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"_ **** > _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"
