Dave:
SLM application can use the "notifictaion engine" in
ITSM 7, but there's nothing built into SLM to do what
Michael wants.
Michael:
You're thinking what designers of ITSM 7 thought. They
built a "notification engine", which is nothing but a
set of ARS forms and workflow that work more or less
like you describe.
You can easily build something a lot simpler on your
own. I built something similar from scratch for ARS 6.
Would work for 7 as well.
Axton has the right idea. External() in filters' 'Run
If' qualification as well as special commands such as
Application-Parse-Qual-Filter,
Application-Map-Names-To-Ids,
Application-Map-Ids-To-Names are the key...though I
don't remember exactly which ones I used.
At a high level, the workflow went like this:
1. On Submit or Modify on a, say, Help Desk, form a
filter looked up "notification rules" from a form
applying to this form and for this operation.
Loop around for each matching rule, each time in the
loop retrieve a rule's firing criteria, run a filter
with External() in Run If to test for that criteria,
and have the filter submit a record to "notification
queue" including field values from the Help Desk
record.
2.Run an escalation on the "notification queue" form
to process the notification queue. Escalation triggers
filters that lookup details of the notification rule
(who to notify, with what message, thru what method
etc)
The filters construct the message based on the message
template (which would have templates like "You have
been assigned ticket {ticket number}" ) by
substituting placeholders such as {Field Reference}
with values. If individual notification, push a record
to "notification log" form which keeps a log of the
notification and also causes the right notification to
go out.
If a group notification, push to a form (say,
notification group memberships) that stores a record
for each membership (has group name and member name).
The push field would modify all records for that group
name. From this form, push to the notification log
form, which will cause the notification to go out.
There are a lot of details you need to work out and
caveats as well, but I would imagine that much of what
I describe above will be fundamental logic of any
design. Including ITSM 7's notification engine.
If you are interested in more detail, let me know.
--- "[EMAIL PROTECTED]" <[EMAIL PROTECTED]> wrote:
> I believe ARS already does this with the SLA
> application. Someone please correct me if this is
> not so.
>
> Thanks,
> Dave Fincher
>
> ----- Original Message ----
> From: "Durrant, Michael M. - ITSD"
> <[EMAIL PROTECTED]>
> To: [email protected]
> Sent: Thursday, November 8, 2007 11:38:48 AM
> Subject: One notification engine to rule them all?
>
>
> **
>
>
>
>
> Like Bing Crosby,
> I'm dreaming, but not of a White Christmas. I'm
> dreaming of a single set
> of forms and workflow that I would use to control
> all of my notifications.
> Originally, my co-worker and I envisioned a single
> system for ALL notifications,
> regardless of the form. Realizing that was quite
> the undertaking, we're
> limiting it to one form right now: HPD:HelpDesk.
>
>
>
> The idea is "Send
> xxxxxxx notification to yyyyyyyyy based on criteria
> a, b, and c (and possibly d
> through z)." I can see a few different ways of
> doing this - has anyone
> already done it?
>
>
>
> Thanks,
>
>
>
> Michael
>
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