My default Incident notification records are all still default and out-of-the-box - they go to Alert. Once I added a custom Incident Assignment record for my support user account, the application stopped sending me Alerts and started sending me email. I think the notification filter processes must be checking first for an on call notification during the on call schedule (and like you say, ignoring ALL other factors), then looking for a custom notification and trying to use that under it's specific parameters - AND IF the Default Notify Mechanism and Notification Availability of the Profile are E-mail/Yes (mine are), and last it looks for a system default notification and tries to use that, and whichever one the filters find first they execute, and the process stops without looking further.
I'll have to spend some time with the filter logs to confirm this supposition, but this week we are in Kinetic Request training and I don't have time to chase them down. I made time to look at our records for you because I am still _very_ interested in reaching a complete understanding of the entire ITSM 7 notification process... especially since Kinetic has it's own and I'll need them to complement one another. 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: Tuesday, September 18, 2007 4:58 PM To: [email protected] Subject: Re: ITSM 7: "On-Call" and "Shift" Functionality question Chris: On my tests, my system behaved differently than yours in some cases, as I recount later. I understand more now, which includes the fact that I still don't fully understand neither the way it actually functions nor the original intent. Records on NTE:CFG-NotificationEvents form appear to play a major role. Not bad, but I can't understand the overall intent, unless they had a cruel one, not benign. NTE:CFG-Notification is the form where system's default notification settings are stored for different events and also the same place where user preferences (set through the update button on profile's notifications tab) are stored. I have a custom System Default on this rec, that says that for Incident assignments, no pages should go out and email should go out all the time. With this setting, and no user specific setting, the moment a group's On Call flag is set: (1) ALL assignment emails cease. They never go out, no matter what combination of variables I try, similar to the ones you experimented with. (2) Pages go out as defined on On-Call form, for the specified times. System completely ignore any preference on user's profile such as "Notification availability". System also completely ignores group's business hours. All the system looks at is the "Paging Times" on the on call form (and the priority there). To make matters more interesting, now if any user were to specify their personal preference for email on their profile, the emails will go out as expected. So the lesson I learned is that if a group's on call flag is set, emails no longer go out based on system default rules, but only based on group member's user defined rules on NTE:CFG-NotificationEvents, for the users that have set these rules. I don't know if there are other variables that make my ITSM 7 installation behave the way it behaves. And I also don't know if this is a brilliant design the subtleties/benefits of which I fail to grasp, or it's as crappy as it appears to me. My custom system default records on NTE:CFG-NotificationEvents look not very different from out of box ones, so I'm not sure why my system behaves differently than yours. What does your system default record say for Incident assignment? I suspect that some smart group of people schemed to throw a challenge out there to see if I can figure this one out before ITSM 8 hits me like a ton of bricks. Cruel, very cruel. Or, I imagine a bunch of very brainy people waiting to see how soon somebody figures out that the intent was to Insanely Torture System Modifiers 7 days a week. _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
