Rabi thanks for the feedback!
This e-mail and its attachments are confidential and solely for the intended addressee(s). Do not share or use them without Fannie Mae's approval. If received in error, contact the sender and delete them. -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Rabi Tripathi Sent: Monday, November 19, 2007 4:33 PM To: [email protected] Subject: Re: Adding an escalation target in an SLT 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 > > This e-mail and its attachments are confidential and solely for the > intended addressee(s). Do not share or use them without Fannie Mae's > approval. If received in error, contact the sender and delete them. > > > > ________________________________________________________________________ _______ > UNSUBSCRIBE or access ARSlist Archives at > www.arslist.org > Platinum Sponsor: www.rmsportal.com ARSlist: "Where > the Answers Are" > ________________________________________________________________________ ____________ Be a better pen pal. Text or chat with friends inside Yahoo! Mail. 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