Fred, How would you add a shortcut to the ticket using that as an escalation method? Does your system send the shortcut of the "Pending Notification" and then use an On Open AL to open the real ticket? When you delete it how do you deal with the technicians who keep the shortcut as a "quick Link" to their last ticket? Never mind that last question. If they can't figure it out I don't want them working on my PC problems;^>
Thanks, John J. Reiser Software Development Analyst Remedy Administrator/Developer Lockheed Martin - MS2 The star that burns twice as bright burns half as long. Pay close attention and be illuminated by its brilliance. - paraphrased by me -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Grooms, Frederick W Sent: Thursday, September 07, 2006 11:06 AM To: [email protected] Subject: Re: Escalation reminder every X hours We do something similar. What we do is on Create of a ticket we push to a table called "Pending Notifications". On any Modify of the ticket we first delete any related records from the Pending Notifications (This allows us to create any additional ones we need). We run the Escalation against the Pending Notifications table to send the emails. This way the Ticket is not touched so the Last Modify info is left alone. Fred -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Reiser, John J Sent: Thursday, September 07, 2006 9:12 AM To: [email protected] Subject: Escalation reminder every X hours Hello Listers, Congrats to the ARSlist Award winners. ARS 6.3 MS SQL Server 2000 Midtier 6.3 Homegrown Helpdesk forms Just as a sanity check I thought I would ask if anyone has a good process for "send out an email notification every X hours if the ticket is still at a status of New"? After the obvious failure of setting the escalation time to 2 Hrs ( Ticket entered 1 second after Esc doesn't go out in email for 3 hrs 59 minutes 59 seconds) I decided to put a field on the HD form that will be populated with create time + 2 hrs. The escalation will run every 5 or 10 minutes and check the escalation time stored on create. It will increase the escalation time by 2 hours if the status is still New. The Run If will be 'ESC_Time' < $TIMESTAMP$ AND Status = "New" The reason I am running this by the List is that I wanted to know if there was a slicker way to do this. Anyone? . . . Bueller? Bueller? Thanks, John J. Reiser Software Development Analyst Remedy Administrator/Developer Lockheed Martin - MS2 The star that burns twice as bright burns half as long. Pay close attention and be illuminated by its brilliance. - paraphrased by me ________________________________________________________________________ _______ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org
