Thanks to all who replied. I had to do it "quick and dirty" for now so I went with a my original plan but come Mid-October I will be making it data driven for the HD admin to alter and I think I'll use Fred's idea for making my own Shortcut.
And Carey, I tried to talk to the Program Lead; he added two more names!?!?!?! This may also change soon but I guess they like getting paged. 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 Shellman, David Sent: Friday, September 08, 2006 8:30 AM To: [email protected] Subject: Re: Escalation reminder every X hours John, I use basically the same process. I add one more qualifier to the escalation filter so that it doesn't fire every 5 minutes. In turn, my process also calculates a new time to fire so that the escalation keeps firing until someone responds. Here's the qualification that I use: ('Status'="ACTIVE") AND ('Next Escalation'>($TIMESTAMP$-(5*60))) AND ('Next Escalation'<= $TIMESTAMP$) Dave >Date: Thu, 7 Sep 2006 10:12:25 -0400 >From: "Reiser, John J" <[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 Dave Shellman Phone: (717) 810-3687 Fax: (717) 810-2124 email: [EMAIL PROTECTED] tyco/Electronics A tyco International LTD Company MS 161-043 PO Box 3608 Harrisburg, PA 17105-3607 ________________________________________________________________________ _______ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org
