John, I believe you are talking about records on "NTE:CFG-NotificationEvents" form (alias Notification Preferences), which has records of type "User" added/modified by support staff through their profile->Notifications tab->Update Notification Preferences button->Create or Modify button.
I thought I understood this part ok and it worked correctly. System default records for a given event apply only if that user hasn't defined a "User" type preference for that event. My main issue is with (2) in my original post. If a group is flagged as "on call", looks like they get paged if assignment occurs within the time they wanted to be paged (say after 5 PM). That's good. But before 5 PM, this group doen't get any notification at all. Why shoulnd't they get regular notifications...such as emails? It's crazy. Why is it either or. Why can't a group get regualr emails when appropriate and still get paged when they want...after hours, weekends??? How am I going to explain this to this customer? Somebody tell me I am talking non-sense here and that it does email. My tests and analysis of workflow show it doesn't. --- john rosquist <[EMAIL PROTECTED]> wrote: > 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" ____________________________________________________________________________________ Building a website is a piece of cake. Yahoo! Small Business gives you all the tools to get online. http://smallbusiness.yahoo.com/webhosting _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
