Re: Question: Incident Pending Notification
In ESS, just check the box and choose who you want to notify... David Sanders Remedy Solution Architect Enterprise Service Suite @ Work == ARS List Award Winner 2005 Best 3rd party Remedy Application See the ESS Concepts Guide tel +44 1494 468980 mobile +44 7710 377761 email [EMAIL PROTECTED] web http://www.westoverconsulting.co.uk -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of T. Dee Sent: Monday, March 17, 2008 10:33 AM To: arslist@ARSLIST.ORG Subject: Question: Incident Pending Notification In the previous version of Help Desk the user would get a notification when the ticket went into Pending. I have noticed this is no longer the case. I was looking at SYS:Notification Messages, but I don't see any notification event for notifying the customer on their status change. Has anyone done this? I'm currently using ITSM 7 patch 6. Thanks. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" <>
Re: Question: Incident Pending Notification
THANK YOU VERY MUCH!! On 3/17/08, strauss <[EMAIL PROTECTED]> wrote: > I created one for Pending and one for In Progress. You have to create > the events, then event records, then notifications corresponding to the > events, then filters to fire the notifications. Here is how I documented > doing it: > > Add Customer Notifications for Status = In Progress and Pending > o Add new Notification Events to field attributes in > NTE:SYS-Define NT Events > * Requester Incident In Progress - 11001 > * Requester Incident Pending - 11002 > o Create corresponding new records for these notification events > in the same form under Incident Management with the Support Staff Event > marked as No. > o Copy to New from HPD-INC-CustomerReOpenNT in SYS:Notification > Messages and edit the notification texts as well as the Description > (filter name) > * HPD-INC-CustomerInProgressNT > * HPD-INC-CustomerPendingNT > o Copy and edit filters to fire the new notifications (probably > copied NTCustReOpen) > * +HPD:INC:NTCustInProgress_853_Chk > * +HPD:INC:NTCustInProgress_854_SetTag > * +HPD:INC:NTCustPending_853_Chk > * +HPD:INC:NTCustPending_854_SetTag > > Christopher Strauss, Ph.D. > Call Tracking Administration Manager > University of North Texas Computing & IT Center > http://itsm.unt.edu/ > -Original Message- > From: Action Request System discussion list(ARSList) > [mailto:[EMAIL PROTECTED] On Behalf Of T. Dee > Sent: Monday, March 17, 2008 10:33 AM > To: arslist@ARSLIST.ORG > Subject: Question: Incident Pending Notification > > In the previous version of Help Desk the user would get a notification > when the ticket went into Pending. > > I have noticed this is no longer the case. > > I was looking at SYS:Notification Messages, but I don't see any > notification event for notifying the customer on their status change. > > Has anyone done this? > > I'm currently using ITSM 7 patch 6. > > Thanks. > > > ___ > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum > Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" > > ___ > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org > Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" > ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
Re: Question: Incident Pending Notification
I created one for Pending and one for In Progress. You have to create the events, then event records, then notifications corresponding to the events, then filters to fire the notifications. Here is how I documented doing it: Add Customer Notifications for Status = In Progress and Pending o Add new Notification Events to field attributes in NTE:SYS-Define NT Events * Requester Incident In Progress - 11001 * Requester Incident Pending - 11002 o Create corresponding new records for these notification events in the same form under Incident Management with the Support Staff Event marked as No. o Copy to New from HPD-INC-CustomerReOpenNT in SYS:Notification Messages and edit the notification texts as well as the Description (filter name) * HPD-INC-CustomerInProgressNT * HPD-INC-CustomerPendingNT o Copy and edit filters to fire the new notifications (probably copied NTCustReOpen) * +HPD:INC:NTCustInProgress_853_Chk * +HPD:INC:NTCustInProgress_854_SetTag * +HPD:INC:NTCustPending_853_Chk * +HPD:INC:NTCustPending_854_SetTag Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing & IT Center http://itsm.unt.edu/ -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of T. Dee Sent: Monday, March 17, 2008 10:33 AM To: arslist@ARSLIST.ORG Subject: Question: Incident Pending Notification In the previous version of Help Desk the user would get a notification when the ticket went into Pending. I have noticed this is no longer the case. I was looking at SYS:Notification Messages, but I don't see any notification event for notifying the customer on their status change. Has anyone done this? I'm currently using ITSM 7 patch 6. Thanks. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
Question: Incident Pending Notification
In the previous version of Help Desk the user would get a notification when the ticket went into Pending. I have noticed this is no longer the case. I was looking at SYS:Notification Messages, but I don't see any notification event for notifying the customer on their status change. Has anyone done this? I'm currently using ITSM 7 patch 6. Thanks. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
