Notifications to Business Users from Change Management
Good morning, Out of curiosity, has anyone found a way to do automated notifications to business users for various change requests by using AD groups? I was thinking that to avoid customizations, I could either use SLM or Tasks, with the AD group email addresses being imported into Remedy via the AD - CTM:People integration I already created for users. However, this feels like I'm reinventing the wheel and wanted to see if anyone had a better way of sending automated notifications that is closer to being out of the box. Thanks, Shawn Pierson Remedy Developer | Southern Union Private and confidential as detailed here: http://www.sug.com/disclaimers/default.htm#Mail . If you cannot access the link, please e-mail sender. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are
Re: Notifications to Business Users from Change Management
I guess the other half of the question - is WHAT do the Business Users Want to do with the notification? - Just get the details only? Be able to login and see the CR? Will the OOB Notification message be enough Detail? Do all the Business Users understand Change's and the service organization enough? If the answer is the latter (Login to see CR) - then you can setup Remedy Groups for the business users and maintain the population there. Else just create a 'user' for the distribution-list and assignment rules for a task, etc. However - the task will need to be closed to progress the CR - so escalation or other workflow would be required there... We found previously that Business Users change like the water under the bridge - and we were getting swamped with changes - which need to be performed off-hours for group membership changes do to re-cache... We went to a Key Service Owner Concept which is tied to the CI(s) Linked to the Change Request and triggered notifications that way - yes it was a customization - but then only the Key Owner was notified and they (being remedy users) could login and determine impact, schedule changes, bla-bla - and then it was the Key Owner responsibility to notify the world of the outage, etc. Make sense? HTH Robert On Wed, Mar 11, 2009 at 6:33 AM, Pierson, Shawn shawn.pier...@sug.comwrote: ** Good morning, Out of curiosity, has anyone found a way to do automated notifications to business users for various change requests by using AD groups? I was thinking that to avoid customizations, I could either use SLM or Tasks, with the AD group email addresses being imported into Remedy via the AD - CTM:People integration I already created for users. However, this feels like I’m reinventing the wheel and wanted to see if anyone had a better way of sending automated notifications that is closer to being out of the box. Thanks, *Shawn Pierson * Remedy Developer | Southern Union Private and confidential as detailed herehttp://www.sug.com/disclaimers/default.htm#Mail. If you cannot access hyperlink, please e-mail sender. __Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are html___ -- If it were not for the gutter, my mind would be homeless! ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are
Re: Notifications to Business Users from Change Management
Robert, That makes sense. What we're looking for is to further automate reoccurring change requests. For example, the server team applies monthly Microsoft patches. They have Change Templates that they use, but to make it a little easier, we would like to automatically notify a few email groups that the affected people are in. Currently the Change Assignee manually sends the emails out. We also have a similar concept for your Key Service Owners, but we have those individuals set up as approvers, so they not only get notified but they have to approve changes for their specific applications. That works well, but specifically for infrastructure events that require many people to be aware, we'd like to send further notifications. I can see examples for other potential uses. Since we have multiple locations, if the network guys need to replace a switch in a building out in Kansas, it would be nice if we could set up Remedy to search the people form for all users in Kansas, or use our AD email group for something like all_kansas_us...@email.commailto:all_kansas_us...@email.com to notify them of the change. It would be good to specifically tie them to Change Templates. I am thinking this does require a customization like what you did, but I wanted to post it here first. When we first went live with ITSM 7 (without training and our BMC professional services folks didn't appear to have training either) I made a customization to Change Management that turned out to be a feature out of the box that was difficult to find. Thanks, Shawn Pierson From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Robert Molenda Sent: Wednesday, March 11, 2009 11:14 AM To: arslist@ARSLIST.ORG Subject: Re: Notifications to Business Users from Change Management ** I guess the other half of the question - is WHAT do the Business Users Want to do with the notification? - Just get the details only? Be able to login and see the CR? Will the OOB Notification message be enough Detail? Do all the Business Users understand Change's and the service organization enough? If the answer is the latter (Login to see CR) - then you can setup Remedy Groups for the business users and maintain the population there. Else just create a 'user' for the distribution-list and assignment rules for a task, etc. However - the task will need to be closed to progress the CR - so escalation or other workflow would be required there... We found previously that Business Users change like the water under the bridge - and we were getting swamped with changes - which need to be performed off-hours for group membership changes do to re-cache... We went to a Key Service Owner Concept which is tied to the CI(s) Linked to the Change Request and triggered notifications that way - yes it was a customization - but then only the Key Owner was notified and they (being remedy users) could login and determine impact, schedule changes, bla-bla - and then it was the Key Owner responsibility to notify the world of the outage, etc. Make sense? HTH Robert On Wed, Mar 11, 2009 at 6:33 AM, Pierson, Shawn shawn.pier...@sug.commailto:shawn.pier...@sug.com wrote: ** Good morning, Out of curiosity, has anyone found a way to do automated notifications to business users for various change requests by using AD groups? I was thinking that to avoid customizations, I could either use SLM or Tasks, with the AD group email addresses being imported into Remedy via the AD - CTM:People integration I already created for users. However, this feels like I'm reinventing the wheel and wanted to see if anyone had a better way of sending automated notifications that is closer to being out of the box. Thanks, Shawn Pierson Remedy Developer | Southern Union Private and confidential as detailed herehttp://www.sug.com/disclaimers/default.htm#Mail. If you cannot access hyperlink, please e-mail sender. __Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are html___ -- If it were not for the gutter, my mind would be homeless! __Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are html___ Private and confidential as detailed here: http://www.sug.com/disclaimers/default.htm#Mail . If you cannot access the link, please e-mail sender. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are
Re: Notifications to Business Users from Change Management
Well that is a lovely feature of the CMDB - including Topology - Sites (foundation) - Users bla If say a home directory server at Site QQ is having a CR - which people are users of this server you could do a notify. The Key thing is the automation/linking of all the Prople to Sites / Equipment - which you could query AD Groups and populate, or as you mentioned do a dist-list lookup (however at most companies Dist-List name format changes like the sun rises...)... Unfortunately - this does require a customization to notify them all, etc. Yah' I didn't get into the concept of apporvers such as Windows Patches - must be approved by the OS Team (for H/W compat issues) the Application Owner (for Application compat issue) and the Business Owner (for business outage approval), etc. And Yes - I think we **ALL** have fallen into the trap of You mean ITSM 7x does this? - where is it - how does it work - where is it 'not' documented... Now factor in 7.5 - and well you just went exponential... Glad to help Robert On Wed, Mar 11, 2009 at 9:30 AM, Pierson, Shawn shawn.pier...@sug.comwrote: ** Robert, That makes sense. What we’re looking for is to further automate reoccurring change requests. For example, the server team applies monthly Microsoft patches. They have Change Templates that they use, but to make it a little easier, we would like to automatically notify a few email groups that the affected people are in. Currently the Change Assignee manually sends the emails out. We also have a similar concept for your Key Service Owners, but we have those individuals set up as approvers, so they not only get notified but they have to approve changes for their specific applications. That works well, but specifically for infrastructure events that require many people to be aware, we’d like to send further notifications. I can see examples for other potential uses. Since we have multiple locations, if the network guys need to replace a switch in a building out in Kansas, it would be nice if we could set up Remedy to search the people form for all users in Kansas, or use our AD email group for something like all_kansas_us...@email.com to notify them of the change. It would be good to specifically tie them to Change Templates. I am thinking this does require a customization like what you did, but I wanted to post it here first. When we first went live with ITSM 7 (without training and our BMC professional services folks didn’t appear to have training either) I made a customization to Change Management that turned out to be a feature out of the box that was difficult to find. Thanks, Shawn Pierson *From:* Action Request System discussion list(ARSList) [mailto: arsl...@arslist.org] *On Behalf Of *Robert Molenda *Sent:* Wednesday, March 11, 2009 11:14 AM *To:* arslist@ARSLIST.ORG *Subject:* Re: Notifications to Business Users from Change Management ** I guess the other half of the question - is WHAT do the Business Users Want to do with the notification? - Just get the details only? Be able to login and see the CR? Will the OOB Notification message be enough Detail? Do all the Business Users understand Change's and the service organization enough? If the answer is the latter (Login to see CR) - then you can setup Remedy Groups for the business users and maintain the population there. Else just create a 'user' for the distribution-list and assignment rules for a task, etc. However - the task will need to be closed to progress the CR - so escalation or other workflow would be required there... We found previously that Business Users change like the water under the bridge - and we were getting swamped with changes - which need to be performed off-hours for group membership changes do to re-cache... We went to a Key Service Owner Concept which is tied to the CI(s) Linked to the Change Request and triggered notifications that way - yes it was a customization - but then only the Key Owner was notified and they (being remedy users) could login and determine impact, schedule changes, bla-bla - and then it was the Key Owner responsibility to notify the world of the outage, etc. Make sense? HTH Robert On Wed, Mar 11, 2009 at 6:33 AM, Pierson, Shawn shawn.pier...@sug.com wrote: ** Good morning, Out of curiosity, has anyone found a way to do automated notifications to business users for various change requests by using AD groups? I was thinking that to avoid customizations, I could either use SLM or Tasks, with the AD group email addresses being imported into Remedy via the AD - CTM:People integration I already created for users. However, this feels like I’m reinventing the wheel and wanted to see if anyone had a better way of sending automated notifications that is closer to being out of the box. Thanks, *Shawn Pierson * Remedy Developer | Southern Union Private and confidential as detailed
