#! /usr/bin/ksh
# Parameters 1-Server 2-Form_Name 3-Ticket_ID
#
# PPID = This shells unique Process ID
ofile=/usr/tmp/Attachment${PPID}.ARTask
#
echo "[Shortcut]" > $ofile
echo "Name =" ${2} >> $ofile
echo "Type = 0" >> $ofile
echo "Server =" ${1} >> $ofile
echo "Join = 0" >> $ofile
echo "Ticket =" ${3} >> $ofile
echo $ofile
exit 0
Set: zTempTxt1 = $PROCESS$ /usr/ar/make_ARTask_file.ksh $SERVER$ "IT Tickets" $Related Ticket ID$
Set: zShortcutAttachment = $PROCESS$ PERFORM-ACTION-ADD-ATTACHMENT 540000138 "$zTempTxt1$"
Command Line: rm -f $zTempTxt1$
-----Original Message-----
From: Action Request System discussion
list(ARSList) [mailto:[email protected]] On Behalf Of
Reiser, John J
Sent: Thursday, September 07, 2006 12:16 PM
To:
[email protected]
Subject: Re: Escalation reminder every X
hours
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
