Here is the way I implemented it
here:
- button on a console form that will stop the email
service
- button on a console form that restarts the email
service (stops, then starts)
- escalation pushing to a command form that in
turn queries the email form for any message that was created over
30 minutes ago.
-- when found then the email engine
service is automatically restarted.
I consider it important for the Remedy Administrator to
have the ability to instantly turn off email notifications. One reason is
if you need to test something that may generate email. If the email engine
is stopped then you have the opportunity to delete them before they get sent to
users.
Another reason is when something went wrong (like
sending a notification to user "0") and masses of email are being sent, or if
there is bug in the email engine itself. In this instance you need
the ability to stop the email engine as quickly as possible. Pulling up
the Services application (for Windows) and locating and stopping the
service takes more time. Plus, you may be away from a computer when this occurs.
If the ability to stop/restart the email engine is tied to a simple button click
then you could allow certain users to have access to these buttons without
granting them permission to the server and its services.
Although I haven't had the time to do this, I
mentioned it in a post a few months ago - I plan to create a web app the
runs on a BlackBerry (or any phone/PDA that can run an asp.net web page) that
allows me to perform administrator functions like stopping and starting the
email engine from my BlackBerry. I would then have the ability to
control the Remedy system from almost anywhere in the
country.
HTH
Stephen
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Dave Barber
Sent: Wednesday, August 02, 2006 3:07 PM
To: [email protected]
Subject: Re: Customer Support Users
Sarah,
Lol, we always wait for no notifcations to come through .... ("yo, dudes,
we've had no notication mails for 30 minutes).
But another possible way, say in a situation where e-mail has fallen over,
you could have a fall back following freds suggestion - count the number of
entries with "Send Mail", over a certain number (depending upon your e-mail
workload I guess), and you could create a new helpdesk ticket.
I know that quite a few people would be more likely to believe the
reliability of our AR Servers over the reliabiltiy of our Exchange servers (no
unscheduled down time in over 6 years on ARS, but our exchange servers go flaky
every few weeks).
As for point 2, depending on how you are updating the forms, it is possible
that the current notifications may work. Our apps notify assignees and
groups of updates to tickets, they are triggered on modify, which should work
the same via other updates.
Regards
Dave
On 02/08/06, Sarah
Lake <[EMAIL PROTECTED]>
wrote:
Hi Listners,
I have two questions to ask.
1. Has anyone developed a workflow via remedy or some other program which
can check if remedy email engine is running? And if it is down it should
notify remedy admin.
2. Is anyone using email to update activity for issue in customer support
module? Has anyone customized notification within remedy workflow.
When activity is updated via remedy application services, notify Assigned
person about the update.
Any ideas how to accomplish this?
Thanks
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