Thanks all for the help!
Geri Shaw Process Quality Lead T 281.584.5052 C 713.256.4485 F 281.584.2525 [cid:image003.png@01CDA13C.92F56D80] From: patchsk [mailto:vamsi...@gmail.com] Sent: Wednesday, October 03, 2012 3:41 AM To: arsl...@googlegroups.com Cc: arslist@ARSLIST.ORG; arslist@ARSLIST.ORG; Shaw, Geri 000 Subject: Re: SLM Question I did a little more digging for my own refresh on this topic. You can't beat arinside documentation tool for these type of questions. Thanks to Misi for making it readily available for the group. As the other post mentioned it is indeed coming from Incident Manager functional role of the Support Group(either Assignee Group or Owner Group) based on your SLA configuration. 1) HPD Service Target Escalation filter creating a notification record with flag 'Functional Role' = "Incident Manager" 2)Notification process getting the email id Form: Schema: [schema.gif] CTM:SupportGroupFunctionalRolePeopleLookUp<http://rrr.se/itsmdoc/itsm764arinside/schema/CTM~3aSupportGroupFunctionalRolePeopleLookUp/index.htm> Qualification: 'Support Group ID<http://rrr.se/itsmdoc/itsm764arinside/schema/CTM~3aSupportGroupFunctionalRolePeopleLookUp/fld_1000000079.htm>' = $Support Group ID<http://rrr.se/itsmdoc/itsm764arinside/schema/NTE~3aSYS-NT%20Process%20Control/fld_1000000079.htm>$ AND 'Functional Role<http://rrr.se/itsmdoc/itsm764arinside/schema/CTM~3aSupportGroupFunctionalRolePeopleLookUp/fld_1000000171.htm>' = $Functional Role<http://rrr.se/itsmdoc/itsm764arinside/schema/NTE~3aSYS-NT%20Process%20Control/fld_1000000171.htm>$ AND 'Notification Availability<http://rrr.se/itsmdoc/itsm764arinside/schema/CTM~3aSupportGroupFunctionalRolePeopleLookUp/fld_1000000846.htm>' = "Yes" You can validate it from the below workflow. http://rrr.se/itsmdoc/itsm764arinside/filter/HPD~3aINC~3aNTSVTMgrAssignGrp_888_SetTag.htm http://rrr.se/itsmdoc/itsm764arinside/filter/HPD~3aINC~3aNTSVTMgrOwnerGrp_890_SetTag.htm http://rrr.se/itsmdoc/itsm764arinside/filter/HPD~3aINC~3aNotificationGenerator_899_PNPC~60~21.htm http://rrr.se/itsmdoc/itsm764arinside/schema/NTE~3aSYS-NT%20Process%20Control/fld_303704100.htm _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are"
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