Yes, your observation that the system in incoherant is correct. Though the problem goes deeper than you indicate. At the person (people form) you cannot modify "your" global notification preferences. You can only add to notification records to your person/notification record (and then change and delete it). The System administrator can only modify the "global" records. To force the system to use the regular user/people record defaults, set the global notification method to "none". (cross fingers here) So you ask, why have global notification records, if to get them to work you turn them "off". Go figure. It turns out that the system then looks up the users actual notification preference and uses it. (Again, cross fingers, because I have not figured out how it does this)
The group shift functionality seems to be underdeveloped or a partial thaught. It does not seem to work even though you can actually configure it. I really hope the BMC will modernize this bit a antiquated code. I am not sure that Cereal is strong enough. I have taken up playing unreal as "dropdeadfred." Good luck! John Rosquist ----- Original Message ---- From: Rabi Tripathi <[EMAIL PROTECTED]> To: [email protected] Sent: Friday, September 14, 2007 8:55:13 AM Subject: ITSM 7: "On-Call" and "Shift" Functionality question Somebody please explain to me the "On-Call Group" flag on CTM:SupportGroup form. This is what I understand: 1)If the flag is set, there is always corresponding record(s) in "CTM:Support Group OnCall" form of type individual or group. 2)If a group is flagged as on call, only pager notification as per OnCall settings are sent on assignment, not regular email, alert notifications. I find this VERY FUNNY and hope not true, but that's what I see in the workflow. 3)When doing on-call paging, the "Paging Times" specified through "On Call" tab of CTM:SupportGroup form is all that's taken into account;the info in "Business Hours/Workdays" tab of the "CTM:SupportGroup" is completely ignored. Can anybody confirm/correct my understanding? About "Support Group Shift" functionality, the "configure" book has this in its index, but the corresponding page has no info. I don't know from where you set this and what good does it do to anybody. I'm hoping it's not tied to OnCall feature. Anybody knows the secret to this feature? Thanks guys. PS: I'm going to try to bury myself in my breakfast cereal for a while and let those parts of my brain swollen red trying to decipher ITSM 7 recover for a while. ____________________________________________________________________________________ Moody friends. Drama queens. Your life? Nope! - their life, your story. Play Sims Stories at Yahoo! Games. http://sims.yahoo.com/ _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are" ____________________________________________________________________________________ Take the Internet to Go: Yahoo!Go puts the Internet in your pocket: mail, news, photos & more. http://mobile.yahoo.com/go?refer=1GNXIC _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
