1. Yes, we do. We're back-ending Remedy with SQL Server 2000. What we did is developed a SQL job that checks how long the oldest outbound email with send_message 'yes' has been sitting in the queue and if it's over a certain amount of time (15 minutes or so) it'll stop the email engine and then start it back up. We also have it send an email to a distro list of admins. If the email runs over a secondary amount it will shut the email down completely. It then also sends a message out to the admins. We schedule the job to run every 10 minutes or so. It's quick and very effective.
2. What we did was include the issue id on the outbound emails so that when a person replies to the email we use a filter to scan that subject to determine which issue it is. Then you just find the assigned person to the issue and send a notification to them. For emails that we can't find an issue it creates a new issue and assigns it to a default person who can then go in and manually determine what to do with it. -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Sarah Lake Sent: Wednesday, August 02, 2006 11:27 AM To: [email protected] Subject: Customer Support Users 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 ____________________________________________________________________________ ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org
