Re: Notification Recommendations
Kevin! I have been asked to do something similar. The only way I see this happening is with customisation, unfortunately. Will start designing this probably by next week. Best Regards, Theo Sent from my Black/Silver Personal Computer "Try not to become a person of success, but a person of value." - Albert Einstein From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Jose Manuel Huerta Guillén Sent: 01 October 2012 18:58 To: arslist@ARSLIST.ORG Subject: Re: Notification Recommendations ** I only see two solutions without coding: - Use milestones and action of SLM: Don't like it at all, since users will see SVT attached to their incidents. - Use a generic group mail address. Then create rules at the email server (you can do it if you have Lotus, Exchange, Zimbra or similar email server). If you are going to code, The rules will easily change at the future? - Yes: Create a module to handle the rules that sends notifications. Then add a filter to HPD:Help Desk to call a service of the module at every change. - No: Create a guide in HPD:Help Desk with all rules hardcoded with filters. Then add a filter that calls the guide at every change. Jose Manuel Huerta http://theremedyforit.com/ On Mon, Oct 1, 2012 at 6:12 PM, Roger J mailto:rjust2...@aol.com>> wrote: ** I will be the first to suggest you review the capabilities that Xmatters can provide. www.xmatters.com/<http://www.xmatters.com/> I am not affiliated with Xmatters. -Original Message- From: Kevin Shaffer mailto:kevin_l_shaf...@hotmail.com>> To: arslist mailto: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<http://www.wwrug.com> ARSlist: "Where the Answers Are"_ _attend WWRUG12 www.wwrug.com<http://www.wwrug.com> ARSlist: "Where the Answers Are"_ _attend WWRUG12 www.wwrug.com<http://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"
Re: Notification Recommendations
Couldn't you also use People profiles to represent groups like "HR" and then set Notification Preferences to create rules to match these circumstances? If this worked, you could give a login to a supervisor in these groups so they could change their notification preferences themselves as well. Kelly Logan, Sr. Systems Administrator (Remedy, Planview), GMS ProQuest | 789 E. Eisenhower Parkway, P.O. Box 1346 | Ann Arbor MI 48106-1346 USA | 734.997.4777 kelly.lo...@proquest.com<mailto:kelly.lo...@proquest.com> www.proquest.com ProQuest...Start here. 2012 InformationWeek 500 Top Innovator P Please consider the environment before printing this email. This email and any files transmitted with it are confidential and intended solely for the use of the individual or entity to whom they are addressed. If you have received this email in error please notify the sender, and delete the message from your computer. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Jose Manuel Huerta Guillén Sent: Monday, October 01, 2012 12:58 PM To: arslist@ARSLIST.ORG Subject: Re: Notification Recommendations ** I only see two solutions without coding: - Use milestones and action of SLM: Don't like it at all, since users will see SVT attached to their incidents. - Use a generic group mail address. Then create rules at the email server (you can do it if you have Lotus, Exchange, Zimbra or similar email server). If you are going to code, The rules will easily change at the future? - Yes: Create a module to handle the rules that sends notifications. Then add a filter to HPD:Help Desk to call a service of the module at every change. - No: Create a guide in HPD:Help Desk with all rules hardcoded with filters. Then add a filter that calls the guide at every change. Jose Manuel Huerta http://theremedyforit.com/ On Mon, Oct 1, 2012 at 6:12 PM, Roger J mailto:rjust2...@aol.com>> wrote: ** I will be the first to suggest you review the capabilities that Xmatters can provide. www.xmatters.com/<http://www.xmatters.com/> I am not affiliated with Xmatters. -Original Message- From: Kevin Shaffer mailto:kevin_l_shaf...@hotmail.com>> To: arslist mailto: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<http://www.wwrug.com> ARSlist: "Where the Answers Are"_ _attend WWRUG12 www.wwrug.com<http://www.wwrug.com> ARSlist: "Where the Answers Are"_ _attend WWRUG12 www.wwrug.com<http://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"
Re: Notification Recommendations
I only see two solutions without coding: - Use milestones and action of SLM: Don't like it at all, since users will see SVT attached to their incidents. - Use a generic group mail address. Then create rules at the email server (you can do it if you have Lotus, Exchange, Zimbra or similar email server). If you are going to code, The rules will easily change at the future? - Yes: Create a module to handle the rules that sends notifications. Then add a filter to HPD:Help Desk to call a service of the module at every change. - No: Create a guide in HPD:Help Desk with all rules hardcoded with filters. Then add a filter that calls the guide at every change. Jose Manuel Huerta http://theremedyforit.com/ On Mon, Oct 1, 2012 at 6:12 PM, Roger J wrote: > ** > 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 > To: arslist > 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"_ > _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"
Re: Notification Recommendations
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 To: arslist 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"
