Re: Helpdesk 6 Weird Notification
Claire - I recognize this message. It's from the SLA's that come with Help Desk. On my system, one of the filters that sends this is called zSLAGen:SLA00010_1010_Escalate to Manager after 75%_BR_Filter1. On looking closer, there are several that send a message like this, but they all (at least the ones I've found) have 'Escalate to Manager after...' in the filter name. As I recall SLA generates these filters as SLAs are created, so yours may have different names, but maybe not since these are OTB. Hope this helps, Thanks, Ron Legters Tools Administrator Data & Systems Services Univar USA Inc. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Sanford, Claire Sent: Wednesday, February 07, 2007 2:18 PM To: arslist@ARSLIST.ORG Subject: Helpdesk 6 Weird Notification I have a notification that is sent out to the manager of a group when a ticket has not been responded to by the assignee. It has no subject line and I can't find the workflow that sends it out. I have used ARUtilities to look at the notifiucations and there is nothing there that shows the text that is in the message. Does this look familiar to any of you!? From: Remedy Sent: Wed 1/31/2007 3:57 PM To: Sanford, Claire Subject: Help Desk case HD001236329 has not been responded to by Claire Sanford. Please follow up on this issue. This issue is from Claire Sanford regarding: TEST TICKET HD 6 SLA 6 loaded but not in use other than the canned one's that come with the system. ARS 6.3 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are" ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
Re: Helpdesk 6 Weird Notification
Are you checking escalations or filters? It seems time based, so should be an escalation... John -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Sanford, Claire Sent: Wednesday, February 07, 2007 2:18 PM To: arslist@ARSLIST.ORG Subject: Helpdesk 6 Weird Notification I have a notification that is sent out to the manager of a group when a ticket has not been responded to by the assignee. It has no subject line and I can't find the workflow that sends it out. I have used ARUtilities to look at the notifiucations and there is nothing there that shows the text that is in the message. Does this look familiar to any of you!? From: Remedy Sent: Wed 1/31/2007 3:57 PM To: Sanford, Claire Subject: Help Desk case HD001236329 has not been responded to by Claire Sanford. Please follow up on this issue. This issue is from Claire Sanford regarding: TEST TICKET HD 6 SLA 6 loaded but not in use other than the canned one's that come with the system. ARS 6.3 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are" ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
Helpdesk 6 Weird Notification
I have a notification that is sent out to the manager of a group when a ticket has not been responded to by the assignee. It has no subject line and I can't find the workflow that sends it out. I have used ARUtilities to look at the notifiucations and there is nothing there that shows the text that is in the message. Does this look familiar to any of you!? From: Remedy Sent: Wed 1/31/2007 3:57 PM To: Sanford, Claire Subject: Help Desk case HD001236329 has not been responded to by Claire Sanford. Please follow up on this issue. This issue is from Claire Sanford regarding: TEST TICKET HD 6 SLA 6 loaded but not in use other than the canned one's that come with the system. ARS 6.3 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
