Claire, If you get hold of a picture of the on-call screen, it will tell you a longer story than doing a demo. See ITSM config guide. There's not much do demo about paging, which is what the on-call feature does. It does NOT do assignment.i9
Here's ITSM 7's on call feature in a nut shell. I am trying to come up an emoticon for a nut shell, but I can't so please exercise your imagination: ENABLE A GROUP TO BE ON-CALL (1)You go to a Group's record and flag it as an on-call group (On Call Group?=Yes). -Doing so allows you to setup on-call info for that group. -Doing so causes that group to lose all ability to receive regular assignment emails. Can't be fixed with just a data configuration. HOW TO SET IT UP (2)You go to the group's on-call tab and define on-call info. This is what you can do: For the group, you can say, for blah blah priority or higher, for blah blah kind of record (incident, change) page this person or pager on assignment. There can be two kinds of on-call notification recipients: -a person that is defined in the CTM:People form. You can define any number of such dudes to be on call for a group on separate records or -a designated pager. In this case, the assumption is that the pager is passed around among on-call people, so you enter the pager info directly, not a person info. For *each* record you define, you can designate a paging schedule, so that that dude or the generic pager is paged only during designated hours (basically workday/holiday info) Now on group assignment, only on call people will be notified, and only thru page. CAVEATS -As I mentioned before, once a group is flagged on-call, its members won't get email notifications about assignment. -all of user's notification preferences are ignored by on call paging. The only info looked at on user's CTM:People record is the pager address, the regular pager address and pager email. -if you want pager email to be used, you can't use Remedy's email engine! You are supposed to define a run process action command line in pager config form, just like you need to do for regular paging! -There are quite a number of bugs and deficiencies and some unanswered questions. For example, I saw a few times that not only Assgined Group, but Owner Group's on-call people were paged as well, but BMC denies that's supposed to happen. I have seen other inconsistent behaviors. -The nastiest bug is that if a record is assigned to an on call group and later a person's name is put on Assignee field, the ENTIRE on-call population for that group is paged saying "...has been assigned to YOU." No fix yet. -If you didn't notice, the on-call person is NOT assigned the record. The idea is the on call PEOPLE are paged and hopefully wake up and dutifully self assign. Assignee is not dictated by on-call settings. Assigned person selection in ITSM 7 (or any custom app) is done by Assignment Engine. You can do round robin, load balance by least case load, and load balance by capacity. I can imagine a custom on-call feature that uses the third option to do what you want to do by increasing on-call people's capacities. If I was trying to explain ITSM 7 on-call to anybody--its abilities and limitation--this description would be the quickest way. A demo or the user guide text gives you high level info, but all the nuances that may be critical for you need to be extracted out of the system by pounding it with all sorts of test cases and pondering over the results or logs. If you have specific questions, let me know. I customized this feature and have gotten it more flexible and less buggy. Ok, I admit this nut became huge and is even bulging out of the shell, but hey you asked for it...or some of it. :) --- "Sanford, Claire" <[EMAIL PROTECTED]> wrote: > Our On-Call is a huge mess! We have 42 on-call > group schedules. Maybe > 10 are the same. It sounds like the on call > functionality included is > not what we need. > > Our management wants Remedy to look at the CTI, then > the assignment > group (which could be up to 3 different ones based > on Region) and assign > the ticket automatically to the person on-call. > > > Thank you all for the replies both on and off list. > > Claire > > ________________________________ > > From: Action Request System discussion list(ARSList) > [mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook > Sent: Monday, November 19, 2007 1:33 PM > To: [email protected] > Subject: Re: ITSM 7 - Demo Server > > > ** > I can't recall seeing any of my customers say that > it was set up in a > way that really matched how they currently use > "on-call". Some of the > architecture and naming needs to be updated to fit > how people do it now > vs. 5 years ago, when it was probably quite > adequate. > > So, props for having that functionality, but they > need to make it more > flexible to fit the many ways that companies could > use it. > > Rick > > On 11/19/07, Pierson, Shawn <[EMAIL PROTECTED]> > wrote: > > Claire, > > What functionality are you looking for? While I > can't give you > access > to a server, I can tell you that the portion I > worked with isn't > very > good. There is no email functionality for paging, > for example, > so you > have no option other than something like Telalert > if you want to > use it. > What I did after getting help on the ARSList was to > set up dummy > users > for each on-call group, then mark the users as > unavailable for > assignment so they don't show up in lists. > > Without notifications being able to be set up > right, I didn't > even > evaluate the ability to assign to a specific person > after hours > each > week or anything like that, so someone else may be > able to > assist you. > > Thanks, > > Shawn Pierson > > -----Original Message----- > From: Action Request System discussion > list(ARSList) > [mailto: [email protected] > <mailto:[email protected]> ] On > Behalf Of Sanford, Claire > Sent: Monday, November 19, 2007 1:06 PM > To: [email protected] > Subject: ITSM 7 - Demo Server > > Does anyone out in Remedy land have a server that > can be viewed > remotely > that has the ITSM 7 package installed on it? > > All I want to do is look at the On-Call > functionality. The > manuals > don't give much information about it and it would > be the main > reason we > would even consider moving to ITSM 7. > > > Claire Sanford > Information Systems Division > Memorial Hermann Healthcare System > Phone: 713 448 6035 > [EMAIL PROTECTED] > > > ________________________________________________________________________ > _______ > UNSUBSCRIBE or access ARSlist Archives at > www.arslist.org > Platinum Sponsor: www.rmsportal.com ARSlist: "Where > the Answers > Are" > > Private and confidential as detailed <a > > href="http://www.sug.com/disclaimers/default.htm#Mail > ">here</a>. 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