Stephen: In ARS 6.3+, there are enough tools available to have very flexible data driven notification rules.
As you are contemplating your design, you want to pay attention to EXTERNAL() in filters (that pretty much takes care of how to trigger the notify) as was mentioned earlier and the special Run Process commands such as Application-Parse-Qual-Filter, Application-Map-Names-To-Ids, Application-Copy-Field-Value etc (for the form where you will let people specify the rules, or the qualifications). ITSM appliations have a handy form for entering/modifying filter run if qualifications that you can use on your form where notification rules are maintained. The form name escapes me right now. Note that specifying the rules means understanding filter Run Ifs, so it takes a fair amount of understanding for somebody to maintain the rules. Also, as was pointed out earlier, though data driven notifications allow you to change notifications without "code change", no matter how a notification is changed, it is in essence a change in behavior of the application with all the associated risks. So, data driven method does simplify actual rule changes and deployment for the developer, but depending on how strongly the Change Management process is implemented in your organization, you may still have to go through regular Change Management. I have built such a feature. I'm in a hurry now [don't ask why :) ], but I will be glad to share details later. Regards. --- "Heider, Stephen" <[EMAIL PROTECTED]> wrote: > > Jason, > > I think this is close to what I am looking for. > > The EXTERNAL() function in the Run If of a filter > looks promising. I > could build the qualification string in another > filter that runs prior > to the EXTERNAL() filter. This would take care of > the triggering. > Next I would need to create a screen that allows > authorized users to > easily create or modify triggering conditions. > > The screen would need to have options to test > fields. For example the > Status field: Did it change? Was it less than > Resolved before? Was it > just changed to Pending?, etc. > > Rick, > I am installing Service Desk 7 now. From what I > have read it may take > til tomorrow to complete - it's in a VM environment. > I will examine how > SD7 handles this. > > Stephen > > ________________________________ > > From: Action Request System discussion list(ARSList) > [mailto:[EMAIL PROTECTED] On Behalf Of Jason > Miller > Sent: Thursday, July 27, 2006 5:43 AM > To: [email protected] > Subject: Re: Data Driven Notifications > > > ** Wouldn't building filters even from data > submitted via a form require > the documentation and approvals since it is a code > change? > > I once built a basic SLA module using a server-side > table loop to check > EXTERNAL qualifications and then push a record to a > form to collect the > statistics. I would imagine that you could do > something similar except > instead of pushing records for statistics you would > be pushing to the > email message form. > > Another project that I started was to create a rules > form on incoming > emails (mostly for quick email integrations and to > avoid the same > documentation and approvals you mentioned). One of > my ideas was to give > my users a console that would allow them to turn the > rules off and on > and manage who the email was sent to. I was not > going to allow them to > create rules (that could be dangerous). > > As emails are submitted to the email message form > the ones where the > Message Type is Incoming are pushed to a message > processing form where a > server-side table loop (yeah another one) ran to > check the rules > configured in another form and decide if any action > needed to be taken. > This was also cool because I could do validation > here such as not allow > an update to an request where the sending email > address was different > then what was expected (a specific system, > requester, etc).As far as I > got was updating Help Desk requests but the design > was flexible to allow > updates to any form depending on the rules config. > One cool thing was I > went as far as to include the attachments from the > email. If there was > already an attachment in Attachment Field1 on the HD > it would then use > the next one and so on. > > A hybrid of both these may give you what you are > looking for. The > console may be very handy to allow your users to do > some basic changes > and take some burden off the admin. > > Jason > > > On 7/26/06, Susan Palmer <[EMAIL PROTECTED]> > wrote: > > ** > Wouldn't it be a similar principle as SLA's, > although I haven't > looked at them in recent versions, they build a > filter based on what you > put in the data form. > > Susan > > > > > > On 7/26/06, Rick Cook < [EMAIL PROTECTED] > <mailto:[EMAIL PROTECTED]> > wrote: > > Take a look at ITSM v7 if you can - I think they > use > that basic > methodology. I know that it can be done, but it > won't > be a quick build. > > > Rick > > -----Original Message----- > From: Action Request System discussion > list(ARSList) > [mailto: [email protected] > <mailto:[email protected]> ] On Behalf Of Heider, > Stephen > Sent: Wednesday, July 26, 2006 11:34 AM > To: [email protected] > Subject: Data Driven Notifications > > List, > > I plan to create a new help desk system from > scratch by > the end of the > year. We have ARS 6.3 and HD 5.5. When finished > there > will be no > HD/ITSM, only ARS. The new help desk will be > based on > ARS 7.0 and SQL > Server 2005 with a sprinkling of ARS API.Net 7.0, > VB.Net > 2005 and ASP > 2.0. > > Because of the new Sarbanes-Oxley requirements I > want to > design the new > system to be as data-driven as possible. Changing > a > single filter takes > a lot more documentation and approvals than > changing the > contents of a > field on a form. > > Remedy notifications are things that get modified > occasionally. > Sometimes a certain group must have a > notification, and > then later they > don't or want it to go to someone else or want the > trigger condition > changed, etc. I have begun to contemplate how > best to > make most or all > of the notification trigger conditions and message > content pull from a > form instead of hard-coding within filters. > > ARS is a flexible product and I am 99% sure this > can be > accomplished. I > have a couple ideas. Has anyone done this before? > Any > approaches that > you could recommend. > > > Stephen > > > ________________________________________________________________________ > _______ > UNSUBSCRIBE or access ARSlist Archives at > http://www.wwrug.org > > > ________________________________________________________________________ > _______ > UNSUBSCRIBE or access ARSlist Archives at > === message truncated === __________________________________________________ Do You Yahoo!? Tired of spam? Yahoo! Mail has the best spam protection around http://mail.yahoo.com _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org
