Re: Email Notification Issue

[Dinesh Kumar]

Hi Mark/Anusha/Terry,

We are having around 250 support groups, In that only 50 groups are having
email distribution list others are not having any email distribution list.
Is there any other option other that DL .

Thanks,
Dinesh kumar.


On Fri, Oct 25, 2013 at 10:17 PM, Brittain, Mark wrote:

> **
>
> Dinesh,
>
> ** **
>
> If you are using a static qualification like If Assigned Group =
> “Networking” than you can use a hard coded DL in User Name as David
> describes below. If this is something like If x=y notify the assigned group
> then you would want to use $Assigned Group$ as the User Name. Then on the
> Support Group on the Group Notification Setting tab, in the Group Email
> field, put the DL there. BMC recommends using the DL approach in the
> Support Group form for groups over 25.
>
> ** **
>
> If you need to retain the list of email id’s for some auditing then I
> would continue to set those but not use them
>
> ** **
>
> Mark
>
> ** **
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] *On Behalf Of *David Durling
> *Sent:* Friday, October 25, 2013 12:20 PM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: Email Notification Issue
>
> ** **
>
> ** 
>
> Dinesh,
>
> ** **
>
> If I understand your question:  You can just put the name of the group in
> the notification filter.  Remedy will take that & send a separate copy of
> the notice to each member (if there are 50 members, it will make 50
> separate emails).  If that’s a concern, you could alternately use an email
> distribution list outside of Remedy and have the filter  notify that.
>
> ** **
>
> David
>
> ** **
>
> David Durling
>
> University of Georgia
>
> ** **
>
> ** **
>
> *From:* Action Request System discussion list(ARSList) [
> mailto:arslist@ARSLIST.ORG ] *On Behalf Of *Dinesh
> Kumar
> *Sent:* Friday, October 25, 2013 11:34 AM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Email Notification Issue
>
> ** **
>
> ** 
>
> Hi All,
>
> ** **
>
> Can some one help me how i can send email notification to more people(more
> that 255 char).
>
> ** **
>
> We are having few support group, in that there are more than 25 members .
> We are having one workflow that will collect all the support group members
> email id and put into one field . If i tried to fire the notification using
> that field, the email is not going to half of the support group members. *
> ***
>
> ** **
>
> I tried using push action to email messages form but that also didn't work
> , it didn't capture all the user email id, It captured half the user email
> id .
>
> ** **
>
> Remedy Version : 7.6.04 SP1
>
> ** **
>
> Thanks,
>
> Dinesh kumar.
>
> ** **
>
> ** **
>
> _ARSlist: "Where the Answers Are" and have been for 20 years_ 
>
> _ARSlist: "Where the Answers Are" and have been for 20 years_ 
>
> --
> This E-mail and any of its attachments may contain Time Warner Cable
> proprietary information, which is privileged, confidential, or subject to
> copyright belonging to Time Warner Cable. This E-mail is intended solely
> for the use of the individual or entity to which it is addressed. If you
> are not the intended recipient of this E-mail, you are hereby notified that
> any dissemination, distribution, copying, or action taken in relation to
> the contents of and attachments to this E-mail is strictly prohibited and
> may be unlawful. If you have received this E-mail in error, please notify
> the sender immediately and permanently delete the original and any copy of
> this E-mail and any printout.
>  _ARSlist: "Where the Answers Are" and have been for 20 years_
>

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Re: Customization

[Ars Lister]

PS:  BMC does not have the staff to support the 28+ thousand customers they 
have in the US alone (at least that was the number given to me by a BMC Sales 
Engineer).  They don't have to compete against contractors.  There's not enough 
really good contractors either (a lot of pretenders but just a handful of 
seasoned contractors).  So there's more than enough pie for everyone to eat.  
The salespeople need to stop setting you all up for a market you are not able 
to fully support.  We are all in this together.  




On , Ars Lister  wrote:
  
I will say, BMC Salespeople are killing their own business.  They are notorious 
for telling clients "no customizations" to 
 
1)  Mitigate the lack of training to developers making changes in earlier 
versions that do not know how to maintain the integrity of out-of-the-box 
workflow.  This lack of knowledge creates disasters for upgrades and therefore 
disasters for BMC.  Instead of BMC including how to properly customize OOTB 
workflow in their developer training courses, they have adopted the "no 
customization" mantra for a highly customizable software platform.  Remedy's 
niche in the market is its flexibility.  And they just scrapped it and wonder 
why other companies are gaining market share.  Silly.

2) Drive up dependency and sales for their support and their internal 
Professional Services team that offers Remedy developers at 3 to 4 times a 
senior contractor rate (literally).  The irony is that a few of them are really 
good, but a lot of them are novices/mid-level and yet the bill rate is 
ridiculous.  But their salespeople make clients feel like the only way to 
properly customize their customizable product is to use BMC resources.

3)  They don't realize they are literally killing their own product and 
opening the door for major clients to try out the competition like Service Now 
and Saleforce.  It's idiocracy but it's consistent idiocracy.  lol

4)  A lot of them are not techies and really don't know the product.  But 
they are assumed to so clients trust them and their word, as wrong as it is, is 
perceived to be Gold.  

BMC, if you're monitoring this list, I urge you to grab up your sales team and 
educate them.  They are killing a great product.  And with these hotfixes going 
right into the Base Development for basic stuff that would normally go into an 
Overlay in versions 7.6.04 and beyond, your salespeople are actually reopening 
the disasters that you all were averting with the Overlay concept in the first 
place.  It's got to stop if you want to maintain and grow your market share.  
Seasoned developers should not have to fight their clients to help them...



On Thursday, October 24, 2013 9:50 PM, Susan Palmer  
wrote:
  
** 
My  experience  has paralleled Jason's.  Never having worked 'federal' I've 
only experienced it from a company perspective.  

I don't even bother to add BMC people as contacts since they change before I 
need to contact them.  There's been meetings with our support provider where 
the  invited BMC person was a no-show without notice. 

Back in 1996 or 1997 Doug made a visit to my company at the time at our 
request.  We were custom,  which of course was the way it was then, but it made 
 a difference in executive appreciation for what 'Remedy' could do and had a 
very positive impact.  Granted there weren't as many customers then, but don't 
discount the impact Doug can have.  Don't assume  you have to settle for less. 

Sometimes a  sales person is exactly just  a 'sales' person.  You don't always 
want the 'presentation' you want plain talk that is not just, 'of course we can 
do it'.  (but just try and actually do it)  You want the technical supporting 
information that will make you believe you really can get there, not just the 
hype. 

Susan





On Thu, Oct 24, 2013 at 4:56 PM, Jason Miller  wrote:

** 
>Alright, one overdue reply down, one more to go.
>
>LJ and Koyb already touched on that Doug is a wonderful resource for an 
>organization struggling.  He understands the vision, what the tools can and 
>can't do as well as can relay that information to executives or techies.  He 
>is excellent at explaining why a customer who thinks they want to do something 
>may not really want to do that something.  Or at least bring reality into the 
>picture when expectations from a tool are too high.
>
>So now we get to the local sales person (yes, this is meant to be ranty).  I 
>think the first thing to point out is Federal/public sector has much more 
>sales loyalty.  The three replies that apparently find there local sales 
>people useful are associated with the public sector.  I spent some time on a 
>govt. contract and was thrilled at the level of support and interaction.  I 
>felt bad for our AM because the Federal customer would ask for things I 
>personally felt were unreasonable but she would usually find a way to pull it 
>off or find an alternative that was acceptable for the customer.
>

Re: Customization

[Ars Lister]

I will say, BMC Salespeople are killing their own business.  They are notorious 
for telling clients "no customizations" to 
 
1)  Mitigate the lack of training to developers making changes in earlier 
versions that do not know how to maintain the integrity of out-of-the-box 
workflow.  This lack of knowledge creates disasters for upgrades and therefore 
disasters for BMC.  Instead of BMC including how to properly customize OOTB 
workflow in their developer training courses, they have adopted the "no 
customization" mantra for a highly customizable software platform.  Remedy's 
niche in the market is its flexibility.  And they just scrapped it and wonder 
why other companies are gaining market share.  Silly.

2) Drive up dependency and sales for their support and their internal 
Professional Services team that offers Remedy developers at 3 to 4 times a 
senior contractor rate (literally).  The irony is that a few of them are really 
good, but a lot of them are novices/mid-level and yet the bill rate is 
ridiculous.  But their salespeople make clients feel like the only way to 
properly customize their customizable product is to use BMC resources.

3)  They don't realize they are literally killing their own product and 
opening the door for major clients to try out the competition like Service Now 
and Saleforce.  It's idiocracy but it's consistent idiocracy.  lol

4)  A lot of them are not techies and really don't know the product.  But 
they are assumed to so clients trust them and their word, as wrong as it is, is 
perceived to be Gold.  

BMC, if you're monitoring this list, I urge you to grab up your sales team and 
educate them.  They are killing a great product.  And with these hotfixes going 
right into the Base Development for basic stuff that would normally go into an 
Overlay in versions 7.6.04 and beyond, your salespeople are actually reopening 
the disasters that you all were averting with the Overlay concept in the first 
place.  It's got to stop if you want to maintain and grow your market share.  
Seasoned developers should not have to fight their clients to help them...



On Thursday, October 24, 2013 9:50 PM, Susan Palmer  
wrote:
  
** 
My  experience  has paralleled Jason's.  Never having worked 'federal' I've 
only experienced it from a company perspective.  

I don't even bother to add BMC people as contacts since they change before I 
need to contact them.  There's been meetings with our support provider where 
the  invited BMC person was a no-show without notice. 

Back in 1996 or 1997 Doug made a visit to my company at the time at our 
request.  We were custom,  which of course was the way it was then, but it made 
 a difference in executive appreciation for what 'Remedy' could do and had a 
very positive impact.  Granted there weren't as many customers then, but don't 
discount the impact Doug can have.  Don't assume  you have to settle for less. 

Sometimes a  sales person is exactly just  a 'sales' person.  You don't always 
want the 'presentation' you want plain talk that is not just, 'of course we can 
do it'.  (but just try and actually do it)  You want the technical supporting 
information that will make you believe you really can get there, not just the 
hype. 

Susan





On Thu, Oct 24, 2013 at 4:56 PM, Jason Miller  wrote:

** 
>Alright, one overdue reply down, one more to go.
>
>LJ and Koyb already touched on that Doug is a wonderful resource for an 
>organization struggling.  He understands the vision, what the tools can and 
>can't do as well as can relay that information to executives or techies.  He 
>is excellent at explaining why a customer who thinks they want to do something 
>may not really want to do that something.  Or at least bring reality into the 
>picture when expectations from a tool are too high.
>
>So now we get to the local sales person (yes, this is meant to be ranty).  I 
>think the first thing to point out is Federal/public sector has much more 
>sales loyalty.  The three replies that apparently find there local sales 
>people useful are associated with the public sector.  I spent some time on a 
>govt. contract and was thrilled at the level of support and interaction.  I 
>felt bad for our AM because the Federal customer would ask for things I 
>personally felt were unreasonable but she would usually find a way to pull it 
>off or find an alternative that was acceptable for the customer.
>
>Now I have been back in the private sector for the last 5 years.  I can't 
>decided if I change the oil in my car more often than our account manager 
>changes.  I must admit that we had a great run (in BMC custom terms) where we 
>not only had the same AM for a few year but also he had a wonderful SE.  In 
>the course of a year or two they were helpful way beyond what I thought was 
>ever possible from BMC (in the private sector without spending consulting 
>money).  At one point  I was pleasantly surprised to see Darius walking down 
>the hal

Re: BIRT Reports and Layout (Orientation)

[Kemes, Lisa A DLA CTR INFORMATION OPERATIONS]

The Layout Preference refers to Auto or Fixed layout.  It was at Auto,
so I changed it to Fix and it still doesn't work.  :(

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Jason Miller
Sent: Thursday, October 24, 2013 7:24 PM
To: arslist@ARSLIST.ORG
Subject: Re: BIRT Reports and Layout (Orientation)

** 
Have you tried changing the 'Layout preference' in the Properties?  I
was having an issue getting the results I was looking for until I found
the Properties.

In my BIRT designer it is a button in the lower right but I have a habit
of minimizing windows in Dev Studio, I mean Eclipse :)


If the Properties are nowhere to be found then  you can open it from
Window -> Show View -> Properties.


Inline image 1



Jason


On Thu, Oct 24, 2013 at 12:39 PM, Kemes, Lisa A DLA CTR INFORMATION
OPERATIONS  wrote:


That's what I think.  I think it goes beyond the browser
(because I set
it at landscape and didn't work) and it's at the printer level.


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Bruce
Sent: Thursday, October 24, 2013 3:37 PM
To: arslist@ARSLIST.ORG
Subject: Re: BIRT Reports and Layout (Orientation)

**
Lisa,

Here is a link of some resources, but I can't find anything that
indicates a page layout not displaying on the web page properly.
I am
wondering if it is related to the browser and not the report
itself??

http://wiki.eclipse.org/Category:BIRT

I will see what else I can find.

Bruce


On Thu, Oct 24, 2013 at 12:22 PM, Kemes, Lisa A DLA CTR
INFORMATION
OPERATIONS  wrote:


**

Hello!



Any BIRT gurus out there?  I have my report set up as
landscape
on the MasterPage (and everywhere else I can find), but when I
try to
print my report in MidTier (via IE) it's Portrait.  The only way
I can
force to landscape is doing it through the printer settings when
the
printer options come up when printing the report (try explaining
to an
end user all the steps needed to change it to Landscape through
the
printer settings).



It doesn't even work when I change the IE Printer
Settings to
landscape, only the printer settings.




It's a pain...




Lisa Kemes

Remedy Consultant

Dev Technology Group

DLA Office: (717) 770-6437  

Cell Phone: (717) 602-9460  

lisa.ke...@devtechnology.com





_ARSlist: "Where the Answers Are" and have been for 20
years_


_ARSlist: "Where the Answers Are" and have been for 20 years_




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UNSUBSCRIBE or access ARSlist Archives at www.arslist.org

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Re: Solved: Suppress some notifications

[Carl Wilson]

Indeed J

 

We can cover all time zones (24/7?) seeing I am in London (or Australia for
a couple of months over Christmas)

 

Glad we helped out - always nice to get feedback J

  _  

 

Kind Regards,

 

Carl Wilson

 

http://www.missingpiecessoftware.com/

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Barber, Sue
Sent: 25 October 2013 18:06
To: arslist@ARSLIST.ORG
Subject: Re: Solved: Suppress some notifications

 

** 

Carl - 

 

Maybe we should go into business together!!  Glad we were able to help =)

 

Sue

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Brittain, Mark
Sent: Friday, October 25, 2013 12:34 PM
To: arslist@ARSLIST.ORG
Subject: Solved: Suppress some notifications

 

** 

Hi Carl & Sue

 

Your combined answers were exactly what I was look for. Thanks

 

Mark

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Carl Wilson
Sent: Friday, October 25, 2013 11:42 AM
To: arslist@ARSLIST.ORG
Subject: Re: Suppress some notifications

 

** 

Hi,

All the ITSM Notifications have the "_SetTag" appended to the Filter and
operate in the 800-900 range.

 

E.g.

 

HPD:INC:NTCustConfirm_851_SetTag

 

 

  _  

 

Kind Regards,

 

Carl Wilson

 

http://www.missingpiecessoftware.com/

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Brittain, Mark
Sent: 25 October 2013 16:17
To: arslist@ARSLIST.ORG
Subject: Re: Suppress some notifications

 

** 

Hi Sue,

 

That is a very good idea. I would like to do this on the HPD filter that
starts the process rather than the NTE filter that actually does the notify
because it is used by other applications. Any idea which HPD filter?

 

Mark

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Barber, Sue
Sent: Friday, October 25, 2013 11:06 AM
To: arslist@ARSLIST.ORG
Subject: Re: Suppress some notifications

 

** 

You might also be able to limit the email going out based on the user who is
creating the tickets.  If your event monitor has a specific user that is
used to create the tickets, then set the email qualification to not fire if
that is the user and the email won't be sent.

 

Sue 

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Reiser, John J
Sent: Friday, October 25, 2013 10:58 AM
To: arslist@ARSLIST.ORG
Subject: Re: Suppress some notifications

 

** 

Mark,

Are the Customer*+ and Contact+ the "automated user"?

Can you set the mail address to a non-functional address?

Or write a filter to mark the notification "Sent" as soon as it is created
for that specific Customer*+ or Contact+/

 

Thank you,

--- 
John J. Reiser 
Remedy Developer/Administrator 

Senior Software Development Analyst 
Lockheed Martin - MS2 
The star that burns twice as bright burns half as long. 
Pay close attention and be illuminated by its brilliance. - paraphrased by
me 

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Brittain, Mark
Sent: Friday, October 25, 2013 10:47 AM
To: arslist@ARSLIST.ORG
Subject: EXTERNAL: Suppress some notifications

 

** 

Hi All  & TGIF,

 

I have a requirement for an Incident where under certain conditions, the
notification on create and close are not to be sent to the Customer*+ or the
Contact+. One option would be to globally disable these notifications at the
notification engine level but since this is the exception rather than the
rule it would be better if I could just bypass the filter that starts the
notification process. A simple go-to would be much easier in this situation
and others if they come up. The incidents are being created from a
monitoring event though the Incident Interface Create form so active links
are not involved in the create process. Close process could either be manual
or automated. Anyone know what active link/filter would need to bypass?

 

ARS 7.6.04 SP3

ITSM 7.6.04 SP3

 

Thanks

Mark

 

Mark Brittain

Remedy Developer, ITILv3 Foundation, CSI

NaviSite, Inc. - A Time Warner Cable Company

mbritt...@navisite.com

Office: 315.634.9337

Mobile: 315.882.5360

navsig

 

 

  _  

This E-mail and any of its attachments may contain Time Warner Cable
proprietary information, which is privileged, confidential, or subject to
copyright belonging to Time Warner Cable. This E-mail is intended solely for
the use of the individual or entity to which it is addressed. If you are not
the intended recipient of this E-mail, you are hereby notified that any
dissemination, distribution, copying, or action taken in relation to the
contents of and attachments to this E-mail is strictly prohibited and may be
unlawful. If you have received this E-mail in error, please notify the
sender immediately and permanently delete the original and any copy of this
E-mail and any p

Re: Suppress some notifications

[Ken Pritchard]

If it's based on a specific user, couldn't the notification preferences be
set for that user and event?  That can be done from the person record
(notification panel).

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Brittain, Mark
Sent: Friday, October 25, 2013 11:17 AM
To: arslist@ARSLIST.ORG
Subject: Re: Suppress some notifications

 

** 

Hi Sue,

 

That is a very good idea. I would like to do this on the HPD filter that
starts the process rather than the NTE filter that actually does the notify
because it is used by other applications. Any idea which HPD filter?

 

Mark

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Barber, Sue
Sent: Friday, October 25, 2013 11:06 AM
To: arslist@ARSLIST.ORG  
Subject: Re: Suppress some notifications

 

** 

You might also be able to limit the email going out based on the user who is
creating the tickets.  If your event monitor has a specific user that is
used to create the tickets, then set the email qualification to not fire if
that is the user and the email won't be sent.

 

Sue 

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Reiser, John J
Sent: Friday, October 25, 2013 10:58 AM
To: arslist@ARSLIST.ORG  
Subject: Re: Suppress some notifications

 

** 

Mark,

Are the Customer*+ and Contact+ the "automated user"?

Can you set the mail address to a non-functional address?

Or write a filter to mark the notification "Sent" as soon as it is created
for that specific Customer*+ or Contact+/

 

Thank you,

--- 
John J. Reiser 
Remedy Developer/Administrator 

Senior Software Development Analyst 
Lockheed Martin - MS2 
The star that burns twice as bright burns half as long. 
Pay close attention and be illuminated by its brilliance. - paraphrased by
me 

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Brittain, Mark
Sent: Friday, October 25, 2013 10:47 AM
To: arslist@ARSLIST.ORG  
Subject: EXTERNAL: Suppress some notifications

 

** 

Hi All  & TGIF,

 

I have a requirement for an Incident where under certain conditions, the
notification on create and close are not to be sent to the Customer*+ or the
Contact+. One option would be to globally disable these notifications at the
notification engine level but since this is the exception rather than the
rule it would be better if I could just bypass the filter that starts the
notification process. A simple go-to would be much easier in this situation
and others if they come up. The incidents are being created from a
monitoring event though the Incident Interface Create form so active links
are not involved in the create process. Close process could either be manual
or automated. Anyone know what active link/filter would need to bypass?

 

ARS 7.6.04 SP3

ITSM 7.6.04 SP3

 

Thanks

Mark

 

Mark Brittain

Remedy Developer, ITILv3 Foundation, CSI

NaviSite, Inc. - A Time Warner Cable Company

mbritt...@navisite.com  

Office: 315.634.9337

Mobile: 315.882.5360



 

 

  _  

This E-mail and any of its attachments may contain Time Warner Cable
proprietary information, which is privileged, confidential, or subject to
copyright belonging to Time Warner Cable. This E-mail is intended solely for
the use of the individual or entity to which it is addressed. If you are not
the intended recipient of this E-mail, you are hereby notified that any
dissemination, distribution, copying, or action taken in relation to the
contents of and attachments to this E-mail is strictly prohibited and may be
unlawful. If you have received this E-mail in error, please notify the
sender immediately and permanently delete the original and any copy of this
E-mail and any printout.

_ARSlist: "Where the Answers Are" and have been for 20 years_ 

_ARSlist: "Where the Answers Are" and have been for 20 years_ 

_ARSlist: "Where the Answers Are" and have been for 20 years_ 

_ARSlist: "Where the Answers Are" and have been for 20 years_ 


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<>

Re: Solved: Suppress some notifications

[Barber, Sue]

Carl -

Maybe we should go into business together!!  Glad we were able to help =)

Sue

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Brittain, Mark
Sent: Friday, October 25, 2013 12:34 PM
To: arslist@ARSLIST.ORG
Subject: Solved: Suppress some notifications

**
Hi Carl & Sue

Your combined answers were exactly what I was look for. Thanks

Mark

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Carl Wilson
Sent: Friday, October 25, 2013 11:42 AM
To: arslist@ARSLIST.ORG
Subject: Re: Suppress some notifications

**
Hi,
All the ITSM Notifications have the "_SetTag" appended to the Filter and 
operate in the 800-900 range.

E.g.

HPD:INC:NTCustConfirm_851_SetTag




Kind Regards,

Carl Wilson

http://www.missingpiecessoftware.com/

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Brittain, Mark
Sent: 25 October 2013 16:17
To: arslist@ARSLIST.ORG
Subject: Re: Suppress some notifications

**
Hi Sue,

That is a very good idea. I would like to do this on the HPD filter that starts 
the process rather than the NTE filter that actually does the notify because it 
is used by other applications. Any idea which HPD filter?

Mark

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Barber, Sue
Sent: Friday, October 25, 2013 11:06 AM
To: arslist@ARSLIST.ORG
Subject: Re: Suppress some notifications

**
You might also be able to limit the email going out based on the user who is 
creating the tickets.  If your event monitor has a specific user that is used 
to create the tickets, then set the email qualification to not fire if that is 
the user and the email won't be sent.

Sue

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Reiser, John J
Sent: Friday, October 25, 2013 10:58 AM
To: arslist@ARSLIST.ORG
Subject: Re: Suppress some notifications

**
Mark,
Are the Customer*+ and Contact+ the "automated user"?
Can you set the mail address to a non-functional address?
Or write a filter to mark the notification "Sent" as soon as it is created for 
that specific Customer*+ or Contact+/

Thank you,
---
John J. Reiser
Remedy Developer/Administrator
Senior Software Development Analyst
Lockheed Martin - MS2
The star that burns twice as bright burns half as long.
Pay close attention and be illuminated by its brilliance. - paraphrased by me

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Brittain, Mark
Sent: Friday, October 25, 2013 10:47 AM
To: arslist@ARSLIST.ORG
Subject: EXTERNAL: Suppress some notifications

**
Hi All  & TGIF,

I have a requirement for an Incident where under certain conditions, the 
notification on create and close are not to be sent to the Customer*+ or the 
Contact+. One option would be to globally disable these notifications at the 
notification engine level but since this is the exception rather than the rule 
it would be better if I could just bypass the filter that starts the 
notification process. A simple go-to would be much easier in this situation and 
others if they come up. The incidents are being created from a monitoring event 
though the Incident Interface Create form so active links are not involved in 
the create process. Close process could either be manual or automated. Anyone 
know what active link/filter would need to bypass?

ARS 7.6.04 SP3
ITSM 7.6.04 SP3

Thanks
Mark

Mark Brittain
Remedy Developer, ITILv3 Foundation, CSI
NaviSite, Inc. - A Time Warner Cable Company
mbritt...@navisite.com
Office: 315.634.9337
Mobile: 315.882.5360
[navsig]



This E-mail and any of its attachments may contain Time Warner Cable 
proprietary information, which is privileged, confidential, or subject to 
copyright belonging to Time Warner Cable. This E-mail is intended solely for 
the use of the individual or entity to which it is addressed. If you are not 
the intended recipient of this E-mail, you are hereby notified that any 
dissemination, distribution, copying, or action taken in relation to the 
contents of and attachments to this E-mail is strictly prohibited and may be 
unlawful. If you have received this E-mail in error, please notify the sender 
immediately and permanently delete the original and any copy of this E-mail and 
any printout.
_ARSlist: "Where the Answers Are" and have been for 20 years_
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Re: Email Notification Issue

[Brittain, Mark]

Dinesh,

If you are using a static qualification like If Assigned Group = "Networking" 
than you can use a hard coded DL in User Name as David describes below. If this 
is something like If x=y notify the assigned group then you would want to use 
$Assigned Group$ as the User Name. Then on the Support Group on the Group 
Notification Setting tab, in the Group Email field, put the DL there. BMC 
recommends using the DL approach in the Support Group form for groups over 25.

If you need to retain the list of email id's for some auditing then I would 
continue to set those but not use them

Mark

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of David Durling
Sent: Friday, October 25, 2013 12:20 PM
To: arslist@ARSLIST.ORG
Subject: Re: Email Notification Issue

**
Dinesh,

If I understand your question:  You can just put the name of the group in the 
notification filter.  Remedy will take that & send a separate copy of the 
notice to each member (if there are 50 members, it will make 50 separate 
emails).  If that's a concern, you could alternately use an email distribution 
list outside of Remedy and have the filter  notify that.

David

David Durling
University of Georgia


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Dinesh Kumar
Sent: Friday, October 25, 2013 11:34 AM
To: arslist@ARSLIST.ORG
Subject: Email Notification Issue

**
Hi All,

Can some one help me how i can send email notification to more people(more that 
255 char).

We are having few support group, in that there are more than 25 members . We 
are having one workflow that will collect all the support group members email 
id and put into one field . If i tried to fire the notification using that 
field, the email is not going to half of the support group members.

I tried using push action to email messages form but that also didn't work , it 
didn't capture all the user email id, It captured half the user email id .

Remedy Version : 7.6.04 SP1

Thanks,
Dinesh kumar.


_ARSlist: "Where the Answers Are" and have been for 20 years_
_ARSlist: "Where the Answers Are" and have been for 20 years_


This E-mail and any of its attachments may contain Time Warner Cable 
proprietary information, which is privileged, confidential, or subject to 
copyright belonging to Time Warner Cable. This E-mail is intended solely for 
the use of the individual or entity to which it is addressed. If you are not 
the intended recipient of this E-mail, you are hereby notified that any 
dissemination, distribution, copying, or action taken in relation to the 
contents of and attachments to this E-mail is strictly prohibited and may be 
unlawful. If you have received this E-mail in error, please notify the sender 
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Solved: Suppress some notifications

[Brittain, Mark]

Hi Carl & Sue

Your combined answers were exactly what I was look for. Thanks

Mark

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Carl Wilson
Sent: Friday, October 25, 2013 11:42 AM
To: arslist@ARSLIST.ORG
Subject: Re: Suppress some notifications

**
Hi,
All the ITSM Notifications have the "_SetTag" appended to the Filter and 
operate in the 800-900 range.

E.g.

HPD:INC:NTCustConfirm_851_SetTag




Kind Regards,

Carl Wilson

http://www.missingpiecessoftware.com/

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Brittain, Mark
Sent: 25 October 2013 16:17
To: arslist@ARSLIST.ORG
Subject: Re: Suppress some notifications

**
Hi Sue,

That is a very good idea. I would like to do this on the HPD filter that starts 
the process rather than the NTE filter that actually does the notify because it 
is used by other applications. Any idea which HPD filter?

Mark

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Barber, Sue
Sent: Friday, October 25, 2013 11:06 AM
To: arslist@ARSLIST.ORG
Subject: Re: Suppress some notifications

**
You might also be able to limit the email going out based on the user who is 
creating the tickets.  If your event monitor has a specific user that is used 
to create the tickets, then set the email qualification to not fire if that is 
the user and the email won't be sent.

Sue

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Reiser, John J
Sent: Friday, October 25, 2013 10:58 AM
To: arslist@ARSLIST.ORG
Subject: Re: Suppress some notifications

**
Mark,
Are the Customer*+ and Contact+ the "automated user"?
Can you set the mail address to a non-functional address?
Or write a filter to mark the notification "Sent" as soon as it is created for 
that specific Customer*+ or Contact+/

Thank you,
---
John J. Reiser
Remedy Developer/Administrator
Senior Software Development Analyst
Lockheed Martin - MS2
The star that burns twice as bright burns half as long.
Pay close attention and be illuminated by its brilliance. - paraphrased by me

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Brittain, Mark
Sent: Friday, October 25, 2013 10:47 AM
To: arslist@ARSLIST.ORG
Subject: EXTERNAL: Suppress some notifications

**
Hi All  & TGIF,

I have a requirement for an Incident where under certain conditions, the 
notification on create and close are not to be sent to the Customer*+ or the 
Contact+. One option would be to globally disable these notifications at the 
notification engine level but since this is the exception rather than the rule 
it would be better if I could just bypass the filter that starts the 
notification process. A simple go-to would be much easier in this situation and 
others if they come up. The incidents are being created from a monitoring event 
though the Incident Interface Create form so active links are not involved in 
the create process. Close process could either be manual or automated. Anyone 
know what active link/filter would need to bypass?

ARS 7.6.04 SP3
ITSM 7.6.04 SP3

Thanks
Mark

Mark Brittain
Remedy Developer, ITILv3 Foundation, CSI
NaviSite, Inc. - A Time Warner Cable Company
mbritt...@navisite.com
Office: 315.634.9337
Mobile: 315.882.5360
[cid:image001.gif@01CED17E.8A8DDB00]



This E-mail and any of its attachments may contain Time Warner Cable 
proprietary information, which is privileged, confidential, or subject to 
copyright belonging to Time Warner Cable. This E-mail is intended solely for 
the use of the individual or entity to which it is addressed. If you are not 
the intended recipient of this E-mail, you are hereby notified that any 
dissemination, distribution, copying, or action taken in relation to the 
contents of and attachments to this E-mail is strictly prohibited and may be 
unlawful. If you have received this E-mail in error, please notify the sender 
immediately and permanently delete the original and any copy of this E-mail and 
any printout.
_ARSlist: "Where the Answers Are" and have been for 20 years_
_ARSlist: "Where the Answers Are" and have been for 20 years_
_ARSlist: "Where the Answers Are" and have been for 20 years_
_ARSlist: "Where the Answers Are" and have been for 20 years_
_ARSlist: "Where the Answers Are" and have been for 20 years_

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<>

Re: Email Notification Issue

[tboot...@objectpath.com]

**
One option is to define an email group list in your Email system and use the group list email in the Support Group Definition in Remedy.  You can ask to see if that Support group has an email group list defined.  Might be easier. 
 
Terry
 
 
 
on Oct 25, 2013, Dinesh Kumar  wrote:
**
Hi All,
 
Can some one help me how i can send email notification to more people(more that 255 char).
 
We are having few support group, in that there are more than 25 members . We are having one workflow that will collect all the support group members email id and put into one field . If i tried to fire the notification using that field, the email is not going to half of the support group members. 
 
I tried using push action to email messages form but that also didn't work , it didn't capture all the user email id, It captured half the user email id .
 
Remedy Version : 7.6.04 SP1
 
Thanks,
Dinesh kumar.
 
 

_ARSlist: "Where the Answers Are" and have been for 20 years_ 

 
_ARSlist: "Where the Answers Are" and have been for 20 years_

Re: Email Notification Issue

[David Durling]

Dinesh,

If I understand your question:  You can just put the name of the group in the 
notification filter.  Remedy will take that & send a separate copy of the 
notice to each member (if there are 50 members, it will make 50 separate 
emails).  If that's a concern, you could alternately use an email distribution 
list outside of Remedy and have the filter  notify that.

David

David Durling
University of Georgia


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Dinesh Kumar
Sent: Friday, October 25, 2013 11:34 AM
To: arslist@ARSLIST.ORG
Subject: Email Notification Issue

**
Hi All,

Can some one help me how i can send email notification to more people(more that 
255 char).

We are having few support group, in that there are more than 25 members . We 
are having one workflow that will collect all the support group members email 
id and put into one field . If i tried to fire the notification using that 
field, the email is not going to half of the support group members.

I tried using push action to email messages form but that also didn't work , it 
didn't capture all the user email id, It captured half the user email id .

Remedy Version : 7.6.04 SP1

Thanks,
Dinesh kumar.


_ARSlist: "Where the Answers Are" and have been for 20 years_

___
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"Where the Answers Are, and have been for 20 years"

Re: Suppress some notifications

[Carl Wilson]

Hi,

All the ITSM Notifications have the "_SetTag" appended to the Filter and
operate in the 800-900 range.

 

E.g.

 

HPD:INC:NTCustConfirm_851_SetTag

 

 

  _  

 

Kind Regards,

 

Carl Wilson

 

http://www.missingpiecessoftware.com/

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Brittain, Mark
Sent: 25 October 2013 16:17
To: arslist@ARSLIST.ORG
Subject: Re: Suppress some notifications

 

** 

Hi Sue,

 

That is a very good idea. I would like to do this on the HPD filter that
starts the process rather than the NTE filter that actually does the notify
because it is used by other applications. Any idea which HPD filter?

 

Mark

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Barber, Sue
Sent: Friday, October 25, 2013 11:06 AM
To: arslist@ARSLIST.ORG
Subject: Re: Suppress some notifications

 

** 

You might also be able to limit the email going out based on the user who is
creating the tickets.  If your event monitor has a specific user that is
used to create the tickets, then set the email qualification to not fire if
that is the user and the email won't be sent.

 

Sue 

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Reiser, John J
Sent: Friday, October 25, 2013 10:58 AM
To: arslist@ARSLIST.ORG
Subject: Re: Suppress some notifications

 

** 

Mark,

Are the Customer*+ and Contact+ the "automated user"?

Can you set the mail address to a non-functional address?

Or write a filter to mark the notification "Sent" as soon as it is created
for that specific Customer*+ or Contact+/

 

Thank you,

--- 
John J. Reiser 
Remedy Developer/Administrator 

Senior Software Development Analyst 
Lockheed Martin - MS2 
The star that burns twice as bright burns half as long. 
Pay close attention and be illuminated by its brilliance. - paraphrased by
me 

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Brittain, Mark
Sent: Friday, October 25, 2013 10:47 AM
To: arslist@ARSLIST.ORG
Subject: EXTERNAL: Suppress some notifications

 

** 

Hi All  & TGIF,

 

I have a requirement for an Incident where under certain conditions, the
notification on create and close are not to be sent to the Customer*+ or the
Contact+. One option would be to globally disable these notifications at the
notification engine level but since this is the exception rather than the
rule it would be better if I could just bypass the filter that starts the
notification process. A simple go-to would be much easier in this situation
and others if they come up. The incidents are being created from a
monitoring event though the Incident Interface Create form so active links
are not involved in the create process. Close process could either be manual
or automated. Anyone know what active link/filter would need to bypass?

 

ARS 7.6.04 SP3

ITSM 7.6.04 SP3

 

Thanks

Mark

 

Mark Brittain

Remedy Developer, ITILv3 Foundation, CSI

NaviSite, Inc. - A Time Warner Cable Company

mbritt...@navisite.com

Office: 315.634.9337

Mobile: 315.882.5360

navsig

 

 

  _  

This E-mail and any of its attachments may contain Time Warner Cable
proprietary information, which is privileged, confidential, or subject to
copyright belonging to Time Warner Cable. This E-mail is intended solely for
the use of the individual or entity to which it is addressed. If you are not
the intended recipient of this E-mail, you are hereby notified that any
dissemination, distribution, copying, or action taken in relation to the
contents of and attachments to this E-mail is strictly prohibited and may be
unlawful. If you have received this E-mail in error, please notify the
sender immediately and permanently delete the original and any copy of this
E-mail and any printout.

_ARSlist: "Where the Answers Are" and have been for 20 years_ 

_ARSlist: "Where the Answers Are" and have been for 20 years_ 

_ARSlist: "Where the Answers Are" and have been for 20 years_ 

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<>

Re: Suppress some notifications

[Barber, Sue]

Not sure what you mean by 'start the process', which process?

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Brittain, Mark
Sent: Friday, October 25, 2013 11:17 AM
To: arslist@ARSLIST.ORG
Subject: Re: Suppress some notifications

**
Hi Sue,

That is a very good idea. I would like to do this on the HPD filter that starts 
the process rather than the NTE filter that actually does the notify because it 
is used by other applications. Any idea which HPD filter?

Mark

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Barber, Sue
Sent: Friday, October 25, 2013 11:06 AM
To: arslist@ARSLIST.ORG
Subject: Re: Suppress some notifications

**
You might also be able to limit the email going out based on the user who is 
creating the tickets.  If your event monitor has a specific user that is used 
to create the tickets, then set the email qualification to not fire if that is 
the user and the email won't be sent.

Sue

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Reiser, John J
Sent: Friday, October 25, 2013 10:58 AM
To: arslist@ARSLIST.ORG
Subject: Re: Suppress some notifications

**
Mark,
Are the Customer*+ and Contact+ the "automated user"?
Can you set the mail address to a non-functional address?
Or write a filter to mark the notification "Sent" as soon as it is created for 
that specific Customer*+ or Contact+/

Thank you,
---
John J. Reiser
Remedy Developer/Administrator
Senior Software Development Analyst
Lockheed Martin - MS2
The star that burns twice as bright burns half as long.
Pay close attention and be illuminated by its brilliance. - paraphrased by me

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Brittain, Mark
Sent: Friday, October 25, 2013 10:47 AM
To: arslist@ARSLIST.ORG
Subject: EXTERNAL: Suppress some notifications

**
Hi All  & TGIF,

I have a requirement for an Incident where under certain conditions, the 
notification on create and close are not to be sent to the Customer*+ or the 
Contact+. One option would be to globally disable these notifications at the 
notification engine level but since this is the exception rather than the rule 
it would be better if I could just bypass the filter that starts the 
notification process. A simple go-to would be much easier in this situation and 
others if they come up. The incidents are being created from a monitoring event 
though the Incident Interface Create form so active links are not involved in 
the create process. Close process could either be manual or automated. Anyone 
know what active link/filter would need to bypass?

ARS 7.6.04 SP3
ITSM 7.6.04 SP3

Thanks
Mark

Mark Brittain
Remedy Developer, ITILv3 Foundation, CSI
NaviSite, Inc. - A Time Warner Cable Company
mbritt...@navisite.com
Office: 315.634.9337
Mobile: 315.882.5360
[navsig]



This E-mail and any of its attachments may contain Time Warner Cable 
proprietary information, which is privileged, confidential, or subject to 
copyright belonging to Time Warner Cable. This E-mail is intended solely for 
the use of the individual or entity to which it is addressed. If you are not 
the intended recipient of this E-mail, you are hereby notified that any 
dissemination, distribution, copying, or action taken in relation to the 
contents of and attachments to this E-mail is strictly prohibited and may be 
unlawful. If you have received this E-mail in error, please notify the sender 
immediately and permanently delete the original and any copy of this E-mail and 
any printout.
_ARSlist: "Where the Answers Are" and have been for 20 years_
_ARSlist: "Where the Answers Are" and have been for 20 years_
_ARSlist: "Where the Answers Are" and have been for 20 years_
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<>

Re: PNET upgrade from 8.5 to 9.0 and ITSM 7.6.4 (any experience)?

[Richter, Howard (CEI - Atlanta)]

Jason,

Thanks we are also having issue getting any info on what is touched.

Howard

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Jason Miller
Sent: Thursday, October 24, 2013 12:35 PM
To: arslist@ARSLIST.ORG
Subject: Re: [arslist] PNET upgrade from 8.5 to 9.0 and ITSM 7.6.4 (any 
experience)?

**
I have not been involved in this upgrade however we did a POC of 9.0.  We 
already had PNET 8.3 that wasn't liked and was not integrated with Remedy.  For 
the POC a new 9.0 BPPM system (I think it was actually BPPM which included 
PNET) was built and we integrated it into a test instance of our pre-production 
ITSM 7.6.04 system.  BMC was able to provide very little documentation/details 
regarding what was needed on the Remedy side or what would be touched by 
running the IBRSD installer.  Here is a quote when I asked for documentation 
regarding the CMDB extensions:

"For detailed information on what the CMDB extensions actually do, the 
suggestion I got was to  check the def files that are used by the CMDB 
extensions installation. The def files shows in detail what is happening"
I called BS on that answer but since it was test I just ran it because I would 
have been the hold up on the POC at that point.

Jason

On Thu, Oct 24, 2013 at 7:46 AM, Richter, Howard (CEI - Atlanta) 
mailto:howard.rich...@coxinc.com>> wrote:
**
All,

I hope your Thursday is going well.

We are working with BMC on upgrading PNET from 8.5 to 9.0 and currently have 
the PNET (8.5) two way integrated with our 7.6.4 system.

During this process, we were first told that no change was needed on the Remedy 
side of things and now we are told that the plugins as well as some extensions 
(not sure of what these extensions are.)

So my question is has anyone had any experience with this upgrade?

[Description: Description: Description: Cox Enterprises, 
Inc]
Howard Richter, Remedy Administrator
6205 Peachtree Dunwoody Road, Atlanta, GA 30328-4524
Email = howard.rich...@coxinc.com
Office = 678.645.4633, Cell = 404.226.2745
Cox Innovation Agent (CIA)
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Submit your idea today for a chance to earn a badge and be entered into a 
monthly drawing for a $10 gift card.
Submit your idea: http://innovation.coxenterprises.com/ideas
View your badges: 
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<><><><>

Email Notification Issue

[Dinesh Kumar]

Hi All,

Can some one help me how i can send email notification to more people(more
that 255 char).

We are having few support group, in that there are more than 25 members .
We are having one workflow that will collect all the support group members
email id and put into one field . If i tried to fire the notification using
that field, the email is not going to half of the support group members.

I tried using push action to email messages form but that also didn't work
, it didn't capture all the user email id, It captured half the user email
id .

Remedy Version : 7.6.04 SP1

Thanks,
Dinesh kumar.

___
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Re: Suppress some notifications

[Brittain, Mark]

Hi Sue,

That is a very good idea. I would like to do this on the HPD filter that starts 
the process rather than the NTE filter that actually does the notify because it 
is used by other applications. Any idea which HPD filter?

Mark

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Barber, Sue
Sent: Friday, October 25, 2013 11:06 AM
To: arslist@ARSLIST.ORG
Subject: Re: Suppress some notifications

**
You might also be able to limit the email going out based on the user who is 
creating the tickets.  If your event monitor has a specific user that is used 
to create the tickets, then set the email qualification to not fire if that is 
the user and the email won't be sent.

Sue

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Reiser, John J
Sent: Friday, October 25, 2013 10:58 AM
To: arslist@ARSLIST.ORG
Subject: Re: Suppress some notifications

**
Mark,
Are the Customer*+ and Contact+ the "automated user"?
Can you set the mail address to a non-functional address?
Or write a filter to mark the notification "Sent" as soon as it is created for 
that specific Customer*+ or Contact+/

Thank you,
---
John J. Reiser
Remedy Developer/Administrator
Senior Software Development Analyst
Lockheed Martin - MS2
The star that burns twice as bright burns half as long.
Pay close attention and be illuminated by its brilliance. - paraphrased by me

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Brittain, Mark
Sent: Friday, October 25, 2013 10:47 AM
To: arslist@ARSLIST.ORG
Subject: EXTERNAL: Suppress some notifications

**
Hi All  & TGIF,

I have a requirement for an Incident where under certain conditions, the 
notification on create and close are not to be sent to the Customer*+ or the 
Contact+. One option would be to globally disable these notifications at the 
notification engine level but since this is the exception rather than the rule 
it would be better if I could just bypass the filter that starts the 
notification process. A simple go-to would be much easier in this situation and 
others if they come up. The incidents are being created from a monitoring event 
though the Incident Interface Create form so active links are not involved in 
the create process. Close process could either be manual or automated. Anyone 
know what active link/filter would need to bypass?

ARS 7.6.04 SP3
ITSM 7.6.04 SP3

Thanks
Mark

Mark Brittain
Remedy Developer, ITILv3 Foundation, CSI
NaviSite, Inc. - A Time Warner Cable Company
mbritt...@navisite.com
Office: 315.634.9337
Mobile: 315.882.5360
[cid:image001.gif@01CED173.BFFA28D0]



This E-mail and any of its attachments may contain Time Warner Cable 
proprietary information, which is privileged, confidential, or subject to 
copyright belonging to Time Warner Cable. This E-mail is intended solely for 
the use of the individual or entity to which it is addressed. If you are not 
the intended recipient of this E-mail, you are hereby notified that any 
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immediately and permanently delete the original and any copy of this E-mail and 
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Re: Suppress some notifications

[Brittain, Mark]

Hi John,
Pretty much the answer is no to all your question. The customer or contact the 
person designated to be listed on the Incident in case an engineer needs to 
contact that person. Same is true about the email address needing to be valid 
for manually sending any emails.

Mark

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Reiser, John J
Sent: Friday, October 25, 2013 10:58 AM
To: arslist@ARSLIST.ORG
Subject: Re: Suppress some notifications

**
Mark,
Are the Customer*+ and Contact+ the "automated user"?
Can you set the mail address to a non-functional address?
Or write a filter to mark the notification "Sent" as soon as it is created for 
that specific Customer*+ or Contact+/

Thank you,
---
John J. Reiser
Remedy Developer/Administrator
Senior Software Development Analyst
Lockheed Martin - MS2
The star that burns twice as bright burns half as long.
Pay close attention and be illuminated by its brilliance. - paraphrased by me

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Brittain, Mark
Sent: Friday, October 25, 2013 10:47 AM
To: arslist@ARSLIST.ORG
Subject: EXTERNAL: Suppress some notifications

**
Hi All  & TGIF,

I have a requirement for an Incident where under certain conditions, the 
notification on create and close are not to be sent to the Customer*+ or the 
Contact+. One option would be to globally disable these notifications at the 
notification engine level but since this is the exception rather than the rule 
it would be better if I could just bypass the filter that starts the 
notification process. A simple go-to would be much easier in this situation and 
others if they come up. The incidents are being created from a monitoring event 
though the Incident Interface Create form so active links are not involved in 
the create process. Close process could either be manual or automated. Anyone 
know what active link/filter would need to bypass?

ARS 7.6.04 SP3
ITSM 7.6.04 SP3

Thanks
Mark

Mark Brittain
Remedy Developer, ITILv3 Foundation, CSI
NaviSite, Inc. - A Time Warner Cable Company
mbritt...@navisite.com
Office: 315.634.9337
Mobile: 315.882.5360
[cid:image001.gif@01CED172.AD0AB4C0]



This E-mail and any of its attachments may contain Time Warner Cable 
proprietary information, which is privileged, confidential, or subject to 
copyright belonging to Time Warner Cable. This E-mail is intended solely for 
the use of the individual or entity to which it is addressed. If you are not 
the intended recipient of this E-mail, you are hereby notified that any 
dissemination, distribution, copying, or action taken in relation to the 
contents of and attachments to this E-mail is strictly prohibited and may be 
unlawful. If you have received this E-mail in error, please notify the sender 
immediately and permanently delete the original and any copy of this E-mail and 
any printout.
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Re: Suppress some notifications

[Barber, Sue]

You might also be able to limit the email going out based on the user who is 
creating the tickets.  If your event monitor has a specific user that is used 
to create the tickets, then set the email qualification to not fire if that is 
the user and the email won't be sent.

Sue

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Reiser, John J
Sent: Friday, October 25, 2013 10:58 AM
To: arslist@ARSLIST.ORG
Subject: Re: Suppress some notifications

**
Mark,
Are the Customer*+ and Contact+ the "automated user"?
Can you set the mail address to a non-functional address?
Or write a filter to mark the notification "Sent" as soon as it is created for 
that specific Customer*+ or Contact+/

Thank you,
---
John J. Reiser
Remedy Developer/Administrator
Senior Software Development Analyst
Lockheed Martin - MS2
The star that burns twice as bright burns half as long.
Pay close attention and be illuminated by its brilliance. - paraphrased by me

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Brittain, Mark
Sent: Friday, October 25, 2013 10:47 AM
To: arslist@ARSLIST.ORG
Subject: EXTERNAL: Suppress some notifications

**
Hi All  & TGIF,

I have a requirement for an Incident where under certain conditions, the 
notification on create and close are not to be sent to the Customer*+ or the 
Contact+. One option would be to globally disable these notifications at the 
notification engine level but since this is the exception rather than the rule 
it would be better if I could just bypass the filter that starts the 
notification process. A simple go-to would be much easier in this situation and 
others if they come up. The incidents are being created from a monitoring event 
though the Incident Interface Create form so active links are not involved in 
the create process. Close process could either be manual or automated. Anyone 
know what active link/filter would need to bypass?

ARS 7.6.04 SP3
ITSM 7.6.04 SP3

Thanks
Mark

Mark Brittain
Remedy Developer, ITILv3 Foundation, CSI
NaviSite, Inc. - A Time Warner Cable Company
mbritt...@navisite.com
Office: 315.634.9337
Mobile: 315.882.5360
[navsig]



This E-mail and any of its attachments may contain Time Warner Cable 
proprietary information, which is privileged, confidential, or subject to 
copyright belonging to Time Warner Cable. This E-mail is intended solely for 
the use of the individual or entity to which it is addressed. If you are not 
the intended recipient of this E-mail, you are hereby notified that any 
dissemination, distribution, copying, or action taken in relation to the 
contents of and attachments to this E-mail is strictly prohibited and may be 
unlawful. If you have received this E-mail in error, please notify the sender 
immediately and permanently delete the original and any copy of this E-mail and 
any printout.
_ARSlist: "Where the Answers Are" and have been for 20 years_
_ARSlist: "Where the Answers Are" and have been for 20 years_

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Re: Suppress some notifications

[Reiser, John J]

Mark,
Are the Customer*+ and Contact+ the "automated user"?
Can you set the mail address to a non-functional address?
Or write a filter to mark the notification "Sent" as soon as it is created for 
that specific Customer*+ or Contact+/

Thank you,
---
John J. Reiser
Remedy Developer/Administrator
Senior Software Development Analyst
Lockheed Martin - MS2
The star that burns twice as bright burns half as long.
Pay close attention and be illuminated by its brilliance. - paraphrased by me

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Brittain, Mark
Sent: Friday, October 25, 2013 10:47 AM
To: arslist@ARSLIST.ORG
Subject: EXTERNAL: Suppress some notifications

**
Hi All  & TGIF,

I have a requirement for an Incident where under certain conditions, the 
notification on create and close are not to be sent to the Customer*+ or the 
Contact+. One option would be to globally disable these notifications at the 
notification engine level but since this is the exception rather than the rule 
it would be better if I could just bypass the filter that starts the 
notification process. A simple go-to would be much easier in this situation and 
others if they come up. The incidents are being created from a monitoring event 
though the Incident Interface Create form so active links are not involved in 
the create process. Close process could either be manual or automated. Anyone 
know what active link/filter would need to bypass?

ARS 7.6.04 SP3
ITSM 7.6.04 SP3

Thanks
Mark

Mark Brittain
Remedy Developer, ITILv3 Foundation, CSI
NaviSite, Inc. - A Time Warner Cable Company
mbritt...@navisite.com
Office: 315.634.9337
Mobile: 315.882.5360
[navsig]



This E-mail and any of its attachments may contain Time Warner Cable 
proprietary information, which is privileged, confidential, or subject to 
copyright belonging to Time Warner Cable. This E-mail is intended solely for 
the use of the individual or entity to which it is addressed. If you are not 
the intended recipient of this E-mail, you are hereby notified that any 
dissemination, distribution, copying, or action taken in relation to the 
contents of and attachments to this E-mail is strictly prohibited and may be 
unlawful. If you have received this E-mail in error, please notify the sender 
immediately and permanently delete the original and any copy of this E-mail and 
any printout.
_ARSlist: "Where the Answers Are" and have been for 20 years_

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<>

Suppress some notifications

[Brittain, Mark]

Hi All  & TGIF,

I have a requirement for an Incident where under certain conditions, the 
notification on create and close are not to be sent to the Customer*+ or the 
Contact+. One option would be to globally disable these notifications at the 
notification engine level but since this is the exception rather than the rule 
it would be better if I could just bypass the filter that starts the 
notification process. A simple go-to would be much easier in this situation and 
others if they come up. The incidents are being created from a monitoring event 
though the Incident Interface Create form so active links are not involved in 
the create process. Close process could either be manual or automated. Anyone 
know what active link/filter would need to bypass?

ARS 7.6.04 SP3
ITSM 7.6.04 SP3

Thanks
Mark

Mark Brittain
Remedy Developer, ITILv3 Foundation, CSI
NaviSite, Inc. - A Time Warner Cable Company
mbritt...@navisite.com
Office: 315.634.9337
Mobile: 315.882.5360
[cid:image001.gif@01CED16E.BFAD81B0]



This E-mail and any of its attachments may contain Time Warner Cable 
proprietary information, which is privileged, confidential, or subject to 
copyright belonging to Time Warner Cable. This E-mail is intended solely for 
the use of the individual or entity to which it is addressed. If you are not 
the intended recipient of this E-mail, you are hereby notified that any 
dissemination, distribution, copying, or action taken in relation to the 
contents of and attachments to this E-mail is strictly prohibited and may be 
unlawful. If you have received this E-mail in error, please notify the sender 
immediately and permanently delete the original and any copy of this E-mail and 
any printout.

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Re: Regarding Risk in Change Management 7.0.3

[Shiv Manakshe]

Based upon below information from BMC Documentation portal the same formula is 
getting used to calculate the risk level.
https://docs.bmc.com/docs/display/public/change80/Sample+rating+calculation

Additionally, you can check if the CI Priority derived factor record on 
‘Configure Change Risk Determine’ form is enabled or not.

In order to consider CI priority for Risk level calculation, the change request 
needs to save after relating the CI and providing the information for risk 
questions.

Hope this would be useful!



  

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Re: Atrium Webinar Series

[Shiv Manakshe]

Thank for the note.

Additional, there is one another ‘Connect with Remedy Webinar series’ to 
provide information on key product features/modules.

You can find more information about ‘Connect with Remedy Webinar series’ and 
upcoming sessions on below link
https://communities.bmc.com/docs/DOC-26400

Hope you would find this information useful!  

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Re: 7.6.4 UT with AR 8.x

[Carl Wilson]

Hi,
Further to this, if you install the UT on the AR Application Server the
installation updates the local AR XML parameters file to include a reference
to 7.6.04 that can (and will stop older patches - 8.0) from running.  You
then need to update back to the correct version for the patches to run.

 
Kind Regards,
 
Carl Wilson
 
http://www.missingpiecessoftware.com/

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Differ, Alfred W CTR PHD NSWC, 210
Sent: 24 October 2013 21:06
To: arslist@ARSLIST.ORG
Subject: Re: 7.6.4 UT with AR 8.x

I haven't had any trouble with the older thick client on the new platform
other than minor annoyances. I installed the client after installing 8.1 and
a couple of environment variables got reset. Just change them back to what
they should be for 8.1 and run the user tool from a shell where you control
the environment variables locally.

Obviously the older user tool can't render the newer functions, so it should
work until you adapt your custom apps.

-al


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Tommy Morris
Sent: Thursday, October 24, 2013 1:01 PM
To: arslist@ARSLIST.ORG
Subject: 7.6.4 UT with AR 8.x

** 

I think that I have seen a thread related to AR 7.6.4 UT compatibility with
AR 8.x but I cannot find it now. (Maybe it was Dev Studio that I saw in a
thread). Anyway, does anyone have any input as to if the UT will work
against AR 8.x on custom apps only. I know that it will not support ITSM 8.x


 

Tommy Morris

Sr. Remedy Developer | RadioShack

Office# 817-415-2510

 

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Re: Remedy 7.6.04 : Problems with Internet Explorer

[Abhijit Hendre]

Heather,

BMC support recently got to know  'wrap text' issue in tables caused by
hotfix. Please contact BMC support and they will provide fresh set of
hotfix.

Thanks,
Abhijit H
On Oct 25, 2013 12:09 PM, "Hutcheson, Heather" 
wrote:

> **
>
> We just started having the same problem this week using 7.6.04 SP4. I was
> given a mid tier hotfix that has seemed to “wrap text” all my columns and
> tables. Now everything looks very obscured and it is going to cause some
> complaints from our end users, unless there is a way to configure the wrap
> text to stop. Any ideas?
>
> ** **
>
> ** **
>
> Thank you,
>
> Heather Hutcheson
>
> ** **
>
> For faster response on IT issues, please contact the ITS Service Desk at
> Ext: 4000 in GA or Ext: 3550 in ASI or email itshelpd...@ga.com**
>
> ** **
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] *On Behalf Of *Susan Palmer
> *Sent:* Wednesday, October 23, 2013 1:50 PM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: Remedy 7.6.04 : Problems with Internet Explorer
>
> ** **
>
> ** 
>
> On IE 8-10, using compatibility mode has worked well.  Actually it reduced
> the need to flush browser cache unless we cache the mid-tier server.
>
>  
>
> I'm trying to just establish the user's habit  to be:  log out at end of
> day, start of day flush browser, then log in.  That way if I have cached
> the mid-tier they get the changes without an email they don't read anyway!
> 
>
> ** **
>
> On Wed, Oct 23, 2013 at 1:20 PM, Bond, Elyse M CTR SPAWARSYSCEN-ATLANTIC,
> 41360  wrote:
>
> We have the same problem. Flushing the midtier cache solves the problem
> temporarily, but it strikes again, and often. We've tried the hotfix and
> all manner of things, no luck so far. The closest we've come is telling our
> users with newer versions of IE to try Compatibility View. It seems to work
> better than anything else. But for those on older versions of IE, well...no
> solution for them to date. :|
>
> `Elyse
>
>
> -Original Message-
> From: Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] On Behalf Of Kemes, Lisa A DLA CTR INFORMATION
> OPERATIONS
> Sent: Wednesday, October 23, 2013 10:51
> To: arslist@ARSLIST.ORG
> Subject: Re: Remedy 7.6.04 : Problems with Internet Explorer
>
> Have you flushed the midtier cache?  That usually fixes our caught
> exception errors.
>
> -Original Message-
> From: Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] On Behalf Of team.rem...@libero.it
> Sent: Wednesday, October 23, 2013 11:49 AM
> To: arslist@ARSLIST.ORG
> Subject: Remedy 7.6.04 : Problems with Internet Explorer
>
> Hi all,
>
> we made the Upgrade to the Version 7.6.04 of Server Remedy.
>
> It works well with Firefox and Chrome but when we use Internet Explorer we
> retrieve
>
> the blocking message showed in the image attached.
>
> Can anyone help us to solve the problems?
>
> Thanks in advance.
>
> Team Remedy
>
>
>
>
>
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> ** **
>
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