Hi, I have a need to notify the support group (or individual if one is assigned) of updates made to the worklog by someone else (either the submitter or another tech). This will be done for our HD, CHG, and CTs, eventually.
Currently, I'm testing: ( 'zTmpNotificationMethod' != $NULL$ ) AND ( 'zTmpNotificationMethod' != "None") AND ($USER$ != 'Assignee Login Name') AND ( 'TR.Work Log' != 'DB.Work Log') AND ($USER$ != "AR_ESCALATOR" ) This qualification was taken, in part, from another filter. I added the worklog criteria and the escalator criteria, but -- as a total newbie that's still taking training/pouring over manuals -- it's a total guess! But I'm not sure on the following: a) How do I ensure that this only fires when the worklog is updated -- and not, say, if they change the status or some other field. Will the TR.Worklog take care of that? b) How do I ensure that this if Remedy Workflow updates the ticket with comments, it doesn't notify?...such as, user makes a change (just an example: uhhhh...cancels the approval process or something) which is marked in the worklog but the user didn't physically type a comment. Is that AR_ESCALATOR or is there also another "user" Remedy could impersonate? Ya'll Rock! Thanks for any help you might give -- and I'm certainly not opposed to just a point in the right direction to find the info on my own! BTW: I can't seem to find where to download the workflow admin guides on Remedy's site...everything else, but not those -- is that because the want you to buy training and thus get the book?! I like to *search* my documentation! -- View this message in context: http://www.nabble.com/How-do-I-notify-support-of-changes-to-the-worklog-...-tf3064744.html#a8523603 Sent from the ARS (Action Request System) mailing list archive at Nabble.com. _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
