Chris,
You got the right idea. Add a message. Then add a "set
tag" filter to cause notify like the ones at and above
order 800 on Incident/Change forms.
These filters would look for a flag set via a set
field action on your milestone's action and on
detecting the flag trigger the notification of new
message.
You do not want to do a direct notify action on this
filter. Do what the "set tag" filters do, which is set
the notification message tag and other fields and then
invoke a guide. See example below.
I used the "z1D Action" field to send the flag, the
same one used by out of box templates, and another
custom field to send some extra info.
Here's description of one of the filters I created.
It's rather complex because the second custom field is
used to pass extra info from milestone's action to
handle priority based notification, instead of hard
coding it in the filter. So run if is more complex,
but you can simplify it if you want and simply use the
first flag 'z1D Action', not the second field:
Filter Name:
XYZ:HPD:INC:NTOfSLA-880---at 100% of resolution sla,
set tag for asg owner mgr
Exec Order: 880
Run If:
( 'TR.z1D Action' =
"XYZ_SLA:AT_100%_OF_RESOLUTION_TARGET" )
AND
( 'Owner Group ID' != $NULL$ )
AND
(
( 'Priority' = "Low" AND 'zTmp SLA Notification
Detail Passed By SLA Action XYZ' LIKE "%{Low
Recipient: Assigned Grp Mgr}%" )
OR
( 'Priority' = "Medium" AND 'zTmp SLA
Notification Detail Passed By SLA Action XYZ' LIKE
"%{Med Recipient: Assigned Grp Mgr}%" )
OR
( 'Priority' = "High" AND 'zTmp SLA Notification
Detail Passed By SLA Action XYZ' LIKE "%{Hi
Recipient: Assigned Grp Mgr}%" )
OR
( 'Priority' = "Critical" AND 'zTmp SLA
Notification Detail Passed By SLA Action XYZ' LIKE
"%{Crit Recipient: Assigned Grp Mgr}%" )
)
Set Fields
From Server: CURRENT SERVER
From Form: CURRENT TRANSACTION
Fields:
'z1D NT Functional Role' = "Incident Manager"
'z1D NT Internet Email' = $NULL$
'z1D NT On Call Group Flag' = "No"
'z1D NT Pager Message Numeric' = $Incident Number$
'z1D NT Remedy Login ID' = $NULL$
'z1D NT Support Group ID' = $Owner Group ID$
'z1D NT Support Group Shift ID' = $Assigned Group
Shift ID$
'z1D Notification Message Tag' = "XYZ:HPD-INC-SLA-At
100% of Resolution Target. Notify Owner Group Manager"
Call Guide
Guide Name: HPD:INC:NotificationGenerator
Add the new message on form "SYS:Notification
Messages" form.
And lastly, but not the least, your milestone's action
will set one or both fields when it's necessary to
send the notification, to trigger the whole sequence
of events...which will end with the notify and a log
of the notification nicely being added to the ticket's
log.
There are a number of caveats I faced.
1. Following fields are not set by out of box filters,
so these fields values, if referenced on notification
messages, appear empty:
'z1D_PriorityAlias',
'z1D_ServiceTypeAlias'
'z1D_StatusAlias'
I added a fitler to set them.
2.There's a filter that skips a whole bunch of filters
when milestone's action's set field causes modify
operation; you need to make sure your action causes
the same thing.
3.There's a bug while defining milestone's actions. If
you use action from an action template, and later
change your mind and "unlink" the action and modify
the action further, SLM finds it hard to forget action
is not tied to the template any more. On rebuilding
the service target, the rebuild still gives you
filters that do the old action, not the updated one.
May not be an issue for you.
HTH.
--- "Danaceau, Chris" <[EMAIL PROTECTED]>
wrote:
> We are implementing ITSM 7 and have recently been
> looking at Response
> Service Level Targets.
>
> I see that there are currently milestone templates
> that can notify the
> Assignee and Incident Manager via the Notification
> engine.
>
> Has anyone added an additional template to notify
> another role (I'm
> thinking Incident Lead)? It looks like it could be
> accomplished by
> adding another notification to the notification
> engine, building the
> appropriate triggering filter, and adding the
> milestone template that
> would trigger the filter to fire the notification.
>
> So has anyone attempted/accomplished this?
>
>
> ARS 7.1; ITSM 7.0.2 Patch 5
>
> TIA
>
>
> --
>
> Chris Danaceau
>
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>
>
>
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