Re: SLM Question

[Shaw, Geri 000]

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:SupportGroupFunctionalRolePeopleLookUphttp://rrr.se/itsmdoc/itsm764arinside/schema/CTM~3aSupportGroupFunctionalRolePeopleLookUp/index.htm

Qualification:
'Support Group 
IDhttp://rrr.se/itsmdoc/itsm764arinside/schema/CTM~3aSupportGroupFunctionalRolePeopleLookUp/fld_100079.htm'
 = $Support Group 
IDhttp://rrr.se/itsmdoc/itsm764arinside/schema/NTE~3aSYS-NT%20Process%20Control/fld_100079.htm$
 AND 'Functional 
Rolehttp://rrr.se/itsmdoc/itsm764arinside/schema/CTM~3aSupportGroupFunctionalRolePeopleLookUp/fld_100171.htm'
 = $Functional 
Rolehttp://rrr.se/itsmdoc/itsm764arinside/schema/NTE~3aSYS-NT%20Process%20Control/fld_100171.htm$
 AND 'Notification 
Availabilityhttp://rrr.se/itsmdoc/itsm764arinside/schema/CTM~3aSupportGroupFunctionalRolePeopleLookUp/fld_100846.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


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SLM Question

[Shaw, Geri 000]

Hi All,

Hoping you can help...we are in the process of upgrading to Remedy 7.6.4.  For 
SLM, for the OOB Manager escalation where is the manager ID coming from, the 
Assignee's People Record or the Incident Manager role for the Support Group?

Thanks,


Geri Shaw
Process Quality Lead

T   281.584.5052
C   713.256.4485
F   281.584.2525

[cid:image003.png@01CDA0BD.B89B48E0]


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