When I removed the on-call entries from the support group, normal notifications resumed.
I tried again with the business hours for the group and the on-call hours carefully set to NOT overlap at all (differ by 00.00.01), and with on-call defined (and the flag set per pg. 180 in the config guide) then when I entered an Incident that met the on-call criteria during regular business hours, I got a regular notification instead (the regular notification was actually NOT set to Yes for Use Business Hours or Use Business Holidays - most of our support staff here WANT email notification 24x7 - but it also worked just now when set to Yes). When I changed the business and on-call hour cutover to 4 PM (17 minutes ago) and entered a ticket that met the on-call criteria (Critical), I got paged via the on-call setting. When I entered a High ticket which did not meet the on-call criteria, AND I have my normal notification set to 24x7 (Use Business Hours = No), I got the normal email notification of a ticket assignment to my group. The time schedules appear to be critical, and setting normal notifications to Use Business Hours can result in tickets which do NOT meet the on-call criteria (mine is Critical), AND are after business hours, generating NO notification whatsoever. Is that what you are experiencing? ITSM 7.0.02.005 on ARS 7.1 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 strauss Sent: Friday, September 14, 2007 2:41 PM To: [email protected] Subject: Re: ITSM 7: "On-Call" and "Shift" Functionality question 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. > > ----- 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. _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
