Sending notifications to assigned Groups in HelpDesk (7.5) through filters
Hi all, I have a silly question but i'm not sure. I can't check now if I want to send a notification to an assigned Group with a filter (Notify) in the To field I can write the name of the group. Is this ok or I may write perhaps the group id (of the group table, not support group table) or all the emails of the support people who belong to the support grup?. Thank youy very much! Alberto ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: Sending notifications to assigned Groups in HelpDesk (7.5) through filters
** Just went through this yesterday. You have to use the Group name in the Group from, not CTM:SupportGroup. By default your Support Group names in the Group form are a number, something like 150. Doing notifications for Assignee Group in Incident, Problem, etc works fine as they built the logic in to the workflow to find the REAL group name from the Group form. For SLM or direct filters, you have to figure out the true group name. BMC support sent us a hot fix to apply so it will work with SLM (where we saw the issue).Kelly DeaverL-3 Stratis / FAA Contractor kdea...@kellydeaver.com (ARSlist mail)kelly.ctr.dea...@faa.gov(Business mail) Original Message Subject: Sending notifications to assigned Groups in HelpDesk (7.5)through filtersFrom: "Alberto Mel." alberto.rem...@gmail.comDate: Thu, February 11, 2010 7:31 amTo: arslist@ARSLIST.ORG** Hi all, I have a silly question but i'm not sure. I can't check now if I want to send a notification to an assigned Group with a filter (Notify) in the "To" field I can write the name of the group. Is this ok or I may write perhaps the group id (of the group table, not support group table) or all the emails of the support people who belong to the support grup?. Thank youy very much! Alberto_Platinum Sponsor: rmisoluti...@verizon.net ARSlist: "Where the Answers Are"_ _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: "Where the Answers Are"_
Re: Sending notifications to assigned Groups in HelpDesk (7.5) through filters
This was necessary for the custom notification to work, correct? In my
experience, the actual service targets use the SPG number for the group
correctly in their qualifications (as documented on pg. 219 of the User Guide).
For example:
'Service Type' = User Service Request AND 'Categorization Tier 1' =
Infrastructure Services AND (('Assigned Group ID' = SGP0387) OR
('Assigned Group ID' = SGP0404))
I used the templates for almost all of the notifications to Assigned Groups and
Owner Groups in SLM 7.1.00.002 (which have their own contorted logic and
workflow), so I had not run into this.
What did the hot fix change?
Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing IT Center
http://itsm.unt.edu/
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Kelly Deaver
Sent: Thursday, February 11, 2010 9:25 AM
To: arslist@ARSLIST.ORG
Subject: Re: Sending notifications to assigned Groups in HelpDesk (7.5) through
filters
**
Just went through this yesterday. You have to use the Group name in the Group
from, not CTM:SupportGroup. By default your Support Group names in the Group
form are a number, something like 150. Doing notifications for Assignee
Group in Incident, Problem, etc works fine as they built the logic in to the
workflow to find the REAL group name from the Group form. For SLM or direct
filters, you have to figure out the true group name. BMC support sent us a hot
fix to apply so it will work with SLM (where we saw the issue).
Kelly Deaver
L-3 Stratis / FAA Contractor
kdea...@kellydeaver.com (ARSlist mail)
kelly.ctr.dea...@faa.govmailto:kelly.ctr.dea...@faa.gov (Business mail)
Original Message
Subject: Sending notifications to assigned Groups in HelpDesk (7.5)
through filters
From: Alberto Mel. alberto.rem...@gmail.com
Date: Thu, February 11, 2010 7:31 am
To: arslist@ARSLIST.ORG
** Hi all,
I have a silly question but i'm not sure. I can't check now if I want to send
a notification to an assigned Group with a filter (Notify) in the To field I
can write the name of the group.
Is this ok or I may write perhaps the group id (of the group table, not support
group table) or all the emails of the support people who belong to the support
grup?.
Thank youy very much!
Alberto
_Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_
_Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_
Re: Sending notifications to assigned Groups in HelpDesk (7.5) through filters
**
it converted the SGP# to a Group form name/numberKelly DeaverL-3 Stratis / FAA Contractor
kdea...@kellydeaver.com (ARSlist mail)kelly.ctr.dea...@faa.gov(Business mail)
Original Message Subject: Re: Sending notifications to assigned Groups in HelpDesk (7.5)through filtersFrom: strauss stra...@unt.eduDate: Thu, February 11, 2010 9:48 amTo: arslist@ARSLIST.ORG
This was necessary for the custom notification to work, correct? In my experience, the actual service targets use the SPG number for the group correctly in their qualifications (as documented on pg. 219 of the User Guide). For example:
'Service Type' = "User Service Request" AND 'Categorization Tier 1' = "Infrastructure Services" AND (('Assigned Group ID' = "SGP0387") OR ('Assigned Group ID' = "SGP0404"))
I used the templates for almost all of the notifications to Assigned Groups and Owner Groups in SLM 7.1.00.002 (which have their own contorted logic and workflow), so I had not run into this.
What did the hot fix change?
Christopher Strauss, Ph.D.Call Tracking Administration ManagerUniversity of North Texas Computing IT Centerhttp://itsm.unt.edu/
From:Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Kelly DeaverSent:Thursday, February 11, 2010 9:25 AMTo:arslist@ARSLIST.ORGSubject:Re: Sending notifications to assigned Groups in HelpDesk (7.5) through filters
**
Just went through this yesterday. You have to use the Group name in the Group from, not CTM:SupportGroup. By default your Support Group names in the Group form are a number, something like 150. Doing notifications for Assignee Group in Incident, Problem, etc works fine as they built the logic in to the workflow to find the REAL group name from the Group form. For SLM or direct filters, you have to figure out the true group name. BMC support sent us a hot fix to apply so it will work with SLM (where we saw the issue).Kelly DeaverL-3 Stratis / FAA Contractor
kdea...@kellydeaver.com (ARSlist mail)kelly.ctr.dea...@faa.gov(Business mail)
Original Message Subject: Sending notifications to assigned Groups in HelpDesk (7.5)through filtersFrom: "Alberto Mel." alberto.rem...@gmail.comDate: Thu, February 11, 2010 7:31 amTo: arslist@ARSLIST.ORG** Hi all,
I have a silly question but i'm not sure. I can't check now if I want to send a notification to an assigned Group with a filter (Notify) in the "To" field I can write the name of the group.
Is this ok or I may write perhaps the group id (of the group table, not support group table) or all the emails of the support people who belong to the support grup?.
Thank youy very much!
Alberto
_Platinum Sponsor: rmisoluti...@verizon.net ARSlist: "Where the Answers Are"_
_Platinum Sponsor: rmisoluti...@verizon.net ARSlist: "Where the Answers Are"_
_Platinum Sponsor: rmisoluti...@verizon.net ARSlist: "Where the Answers Are"_
