Re: Incident Notifications
Ah yesthat looks like the information that I was looking for Sabythank you. I wasn't aware that individuals could turn off their 'group notification' settings. That is a very important functionality that will allow us to do exactly what we want. :) -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Sabyson Fernandes Sent: Friday, June 08, 2012 8:32 AM To: arslist@ARSLIST.ORG Subject: Re: Incident Notifications ** All group notifications in ITSM (version 7.0) at least are expanded out to the individual members via an escalation. So any group notification is sent to all members of the group depending on their notification preferences on the CTM:People form. The site I am at does something similar for Incident notifications where certain groups want the assignment notification to go to a mailbox rather than each individual members email. To do this I created a generic account that had the email of the group and set the notification preference for members of the group for Module - Incident and notification event - Assignment as No. When the Group Notifications is set to No, the email is not sent to those individuals. Now for the generic account, you set the Group notifications to Yes and the email is sent to that mailbox/group email. I have noticed that the notification preferences does have a similar setting for Module - Infrastructure Change and Notification Event - Approval (and also Approval Information). This is the approach I would take if you have multiple groups and its a mix of who wants emails to a mailbox and to each individual. In our implementation we disabled the OOB notification in the Approval process and created out own notification via the AP:Administration form as we just have one CAB approval. If you go this route you can simply set the email address to the group email and it should send the single notification. A word of caution is that this is not very scalable as it affects all notifications that go out for that approval process unless you qualify it on a per group basis. You might end up creating too many notifications for various groups. You could do use workflow to set a field with the appropriate emails and reference that field. Regards, Saby From: "Longwing, LJ CTR MDA/IC" To: arslist@ARSLIST.ORG Sent: Thursday, June 7, 2012 5:01 PM Subject: Incident Notifications SorryI sound like such a nuby, and for that I'm sorry...but I am new to ITSM.some help please Remedy/ITSM 7.5 Setup: I have 5 users, each with their own login ID's (of course). All 5 users belong to the same group. I want the members of the group to be on the approval list, but I only want a single notification sent out (for approvals at least)...and I want that notification to be sent to a group mailbox. How do I go about setting that up? The config I'm working with at the moment is that all 5 are members. I setup a group approval, but it sends an email to all 5 members. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are" _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are"
Re: Incident Notifications
All group notifications in ITSM (version 7.0) at least are expanded out to the individual members via an escalation. So any group notification is sent to all members of the group depending on their notification preferences on the CTM:People form. The site I am at does something similar for Incident notifications where certain groups want the assignment notification to go to a mailbox rather than each individual members email. To do this I created a generic account that had the email of the group and set the notification preference for members of the group for Module - Incident and notification event - Assignment as No. When the Group Notifications is set to No, the email is not sent to those individuals. Now for the generic account, you set the Group notifications to Yes and the email is sent to that mailbox/group email. I have noticed that the notification preferences does have a similar setting for Module - Infrastructure Change and Notification Event - Approval (and also Approval Information). This is the approach I would take if you have multiple groups and its a mix of who wants emails to a mailbox and to each individual. In our implementation we disabled the OOB notification in the Approval process and created out own notification via the AP:Administration form as we just have one CAB approval. If you go this route you can simply set the email address to the group email and it should send the single notification. A word of caution is that this is not very scalable as it affects all notifications that go out for that approval process unless you qualify it on a per group basis. You might end up creating too many notifications for various groups. You could do use workflow to set a field with the appropriate emails and reference that field. Regards, Saby From: "Longwing, LJ CTR MDA/IC" To: arslist@ARSLIST.ORG Sent: Thursday, June 7, 2012 5:01 PM Subject: Incident Notifications SorryI sound like such a nuby, and for that I'm sorry...but I am new to ITSM.some help please Remedy/ITSM 7.5 Setup: I have 5 users, each with their own login ID's (of course). All 5 users belong to the same group. I want the members of the group to be on the approval list, but I only want a single notification sent out (for approvals at least)...and I want that notification to be sent to a group mailbox. How do I go about setting that up? The config I'm working with at the moment is that all 5 are members. I setup a group approval, but it sends an email to all 5 members. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are" ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are"
Re: Incident Notifications
IN case if these user's receives mail from the system for only approval, then i would put the email address against only one user and put other's email notification as blank. regards rajesh = From: Action Request System discussion list(ARSList) [mailto: arslist@ARSLIST.ORG] On Behalf Of Rick Sharp Sent: 08 June 2012 4:00 AM To: arslist@ARSLIST.ORG Subject: Re: Incident Notifications Create an external (Outlook, Notes, GMail) email group with these 5 as members. Send one email notification to the external group. Each will receive an email. Sent via BlackBerry by AT&T -Original Message- From: "Longwing, LJ CTR MDA/IC" Sender: "Action Request System discussion list(ARSList)" < arslist@ARSLIST.ORG> Date: Thu, 7 Jun 2012 15:01:32 To: Reply-To: arslist@ARSLIST.ORG Subject: Incident Notifications SorryI sound like such a nuby, and for that I'm sorry...but I am new to ITSM.some help please Remedy/ITSM 7.5 Setup: I have 5 users, each with their own login ID's (of course). All 5 users belong to the same group. I want the members of the group to be on the approval list, but I only want a single notification sent out (for approvals at least)...and I want that notification to be sent to a group mailbox. How do I go about setting that up? The config I'm working with at the moment is that all 5 are members. I setup a group approval, but it sends an email to all 5 members. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are" ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are" ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are"
Re: Incident Notifications
Create an external (Outlook, Notes, GMail) email group with these 5 as members. Send one email notification to the external group. Each will receive an email. Sent via BlackBerry by AT&T -Original Message- From: "Longwing, LJ CTR MDA/IC" Sender: "Action Request System discussion list(ARSList)" Date: Thu, 7 Jun 2012 15:01:32 To: Reply-To: arslist@ARSLIST.ORG Subject: Incident Notifications SorryI sound like such a nuby, and for that I'm sorry...but I am new to ITSM.some help please Remedy/ITSM 7.5 Setup: I have 5 users, each with their own login ID's (of course). All 5 users belong to the same group. I want the members of the group to be on the approval list, but I only want a single notification sent out (for approvals at least)...and I want that notification to be sent to a group mailbox. How do I go about setting that up? The config I'm working with at the moment is that all 5 are members. I setup a group approval, but it sends an email to all 5 members. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are" ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are"
Re: Incident Notifications
Create a mail group and have everyone in it and use that email address to send the approvals. -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Longwing, LJ CTR MDA/IC Sent: Thursday, June 07, 2012 4:02 PM To: arslist@ARSLIST.ORG Subject: Incident Notifications SorryI sound like such a nuby, and for that I'm sorry...but I am new to ITSM.some help please Remedy/ITSM 7.5 Setup: I have 5 users, each with their own login ID's (of course). All 5 users belong to the same group. I want the members of the group to be on the approval list, but I only want a single notification sent out (for approvals at least)...and I want that notification to be sent to a group mailbox. How do I go about setting that up? The config I'm working with at the moment is that all 5 are members. I setup a group approval, but it sends an email to all 5 members. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are" ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are"
