I am observing the same thing after: 1) Getting TelAlert running, so that you can have command-line paging (I could not get on-call groups to work without it). 2) Creating an on-call group entry for critical tickets in my normal Remedy Support group, and designating my assistant and myself as on call.
Once I set up an on-call schedule in my normal Remedy Support group, I have only received pages for critical tickets, no email notifications for lower priority tickets. This ONLY makes sense (and it is a stretch, unconfirmed by re-reading the documentation), if they never intended for the on-call function to be used from normal support groups, but for on-call groups to exist completely separate from other support groups. Of course, the value of such a thing is limited since you cannot assign a ticket to BOTH the normal support group AND the on-call group. It makes the on-call "feature" vastly less useful than I (and probably you) originally thought, and leaves me wondering how to duplicate the old preference in ITSM 4/5/6 for getting paged on Critical or Escalated tickets _in addition to_ the normal email notification. You probably have to add a bunch of custom notifications to do that. It also makes me wonder why we had to buy TelAlert at $8000 a server just to find out how limited this on-call capability really is. Christopher Strauss, Ph.D. Remedy Database Administrator University of North Texas Computing Center http://remedy.unt.edu/helpdesk/ -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Rabi Tripathi Sent: Friday, September 14, 2007 10:44 AM To: [email protected] Subject: Re: ITSM 7: "On-Call" and "Shift" Functionality question 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! 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