I have not done this, but i beleive this can be done relatively quickly.
1. Create a form to hold rules, Dls/email ids for which corresponding
emails have to be sent and also unique notification tag for each rule
2. Create a simple form to hold incident ids(Minimal cstomization to core
modules). best would be a view form based on a simple queue table
created(Use of table is in step 3 below)
2. On creation/update of incidents, push an entry to form created in step 2
above
3. Create new entries on SYS:Notification Messages form to hold the
notification conent
3. Create job to run every x mins on Pentaho, job should perform following
actions(If pentaho is unavailable, it could also be done using your DBs job
mechanism). Pentaho is a better option as you can easily perform
transformation of the data in step 3 below
- If there is an entry in the queue table, lookup rules form created in
step 1 to find any matches
- If match found, look up SYS:Notification Messages based on tag and
retrive the content of the notificaions
- Update the notifcation content based on real time data(have to lookup
help desk view to get this)
- Send emal using Pentaho's inbuilt capability
- After email is sent, delete the record from queue
This should not involve too much of customizatios and since you are
building a config form to hold rules, its easily extendable
-Karthik
On 1 October 2012 23:01, Stroud, Natalie K nkst...@sandia.gov wrote:
**
Kevin:
** **
You **might** be able to use SLM notifications for this, and I think the
thing you want to look at first is whether you can link these notifications
via milestone to the service targets you’re going to be using anyway. If
you’re going with Response and Resolution time targets, SLM *might* work
for you. What you *don’t* want to do is come up with a service target
just to enable these notifications. That’ll confuse the living daylights
out of your end users.
** **
I don’t know at what point your notifications need to fire, but SLM lets
you set all sorts of conditions for things to happen and I know we use it
to send emails, though I don’t remember offhand whether it is possible to
use it to email anyone outside of Assigned Group members. You’d have to
research that point.
** **
The other snag I can think of that you might run into has to do with
message content, and it depends on what ticket-specific information (if
any) your DL group members need. I know we pull in Customer Name, Desk
Location, Customer Phone and Incident Summary, but we weren’t able to pull
in any of the target times. Because our SLAs are based on Priority, we
were able to fudge our way around that with this kind of statement: “The
RESPONSE target for this ticket is Y hours, and X hours of this goal have
elapsed.” Since you’re looking at creating non-standard SLM
notifications, that’s something you’ll probably want to look into fairly
quickly to help you determine whether this option can work for you.
** **
Good luck!
** **
*Natalie Stroud*
SAIC @ Sandia National Laboratories
ARS-ITSM Tester
Albuquerque, NM USA
nkst...@sandia.gov
ITSM 7.6.04 SP2 – Windows 2008 – SQL Server 2008
** **
** **
*From:* Action Request System discussion list(ARSList) [mailto:
arslist@ARSLIST.ORG] *On Behalf Of *Kevin Shaffer
*Sent:* Monday, October 01, 2012 10:09 AM
*To:* arslist@ARSLIST.ORG
*Subject:* [EXTERNAL] Notification Recommendations
** **
**
ARS 7.6.04 SP 4
ITSM 7.6.04 SP 2
My IT department is moving from another product to Remedy. In the current
product, they currently are able to send notifications to interested
parties that are not the customer, the contact, the assigned individual or
the owner group. The notifications can be driven by Status,
Categorization and/or Priority. For example: If Incident A has a Tier 1
of Termination and Priority is Medium and it is assigned to the Service
Desk, then an external DL called HR would like to be notified.
I hae been given a mandate of no customizations, but this may have to be
something that slides. Is there a solution OOTB without customization?
I can think of the following:
1. Hardcode Custom Filters and specify my criteria in the Run If - (Hate
this option)
2. Build a custom Notification Module to allow the flexibility to build
out these requirements with configuration. (Don't really have the time in
the project timelines for this option)
3. Use SLM (not sure this is what SLM was intended for)
4. Upgrade to 8.x and use the RBE - Rule Based Engine (not an option to
upgrade)
5. Use the Email System link on the Incident and enforce with process
(there are too many processes that the service desk would need to know)
6. Other (I haven't thought of another option)
Any advice would be appreciated.
Thanks
Kevcin
_attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_
_attend
