Good to hear that you are making progress! I certainly do not consider myself to be the Change Management expert (yet), but I have run across similar challenges. What I have learned however, is that aside from the notification engine piece, there are several other areas of configuration that must be considered, and will have impact on how things flow within CM. They are:
Assignment Engine: Approval Server: Permissions: Functional Roles: There are many preferences and rules that must be set, which drive the desired functionality. By default, support users that you create will have the list of "System Default" notification in their preferences, and assignment notifications for Change Manager, Assignee, and Implementer are probably in the list. However, that doesn't mean that they will automatically get those notifications if they have not been configured with the appropriate permissions/roles or, if some rule says otherwise. The Approval Server is probable the most significant driving force for notifications within CM, since this is normally a primary part of that process (even if things are configured to NOT require approvals). So, I would recommend looking through the Approval Server documentation, as I think a lot of your questions may be answered there. I know this doesn't directly address your question, but hopefully if sheds some light. Based on what we've talked about so far, I would guess that in your environment, a combination of permission, and rules review should do the trick. HTH -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Mary Dollus Sent: Sunday, December 16, 2007 11:35 AM To: [email protected] Subject: Re: Change Management email - almost solved,,, Hallelujah!!!!!!! I think I've got it :) or beginning to... 'K... so I added more Notification Events to my profile Besides Change Manager Assignment, Change Assignee Assignment and Implementer Assignment,,, I added Change Assignee Planning, Change Manager Planning and Implementer Planning. So, now I'm getting notifications when it's in the Planning In Progress Status. I have a question about Notification Events on the Notification Preferences form. What is the relevance of the adding the first 3 above if I have to add additional just to get an assignment notification. For example, I originally had just the Change Manager Assignment, Change Assignee Assignment and Implementer Assignment Notification Events added to my profile, but did not receive any notifications... Once I added the 2nd part, the Planning events, I'm getting notifications. I assumed (I know... assuming is bad..) that if I added the first 3 to my profile, I'd get notifications any time it was assigned to me regardless of the status; however that doesn't seem to be the case. So, my Q is... what do those Notification Events do? (the Change Manager Assignment, Change Assignee Assignment and Implementer Assignment) and do we always have to add additional notification events for it to work properly? Thanks for reading! And for your assistance!!! :) - Mary -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Mary Dollus Sent: Sunday, December 16, 2007 12:43 PM To: [email protected] Subject: Re: Change Management email Hi Leonard, Yep on the Notification tab, all those are enabled and set to notify Both the Chg Manager and Chg Assignee. The Change Status's are: Request For Change Planning In Progress (Status Reason - Assigned, Accepted, or NULL) Scheduled For Review Scheduled Rejected Completed Cancelled Soooooo,, I guess this begs the question, Are those the only Status's in which a notification is sent?? Not when it's in Draft or any other? Maybe that's the issue.... ?? Thanks again.... - Mary -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Leonard Neely - FOJ Sent: Sunday, December 16, 2007 12:29 PM To: [email protected] Subject: Re: Change Management email And I'm assuming you've checked the "Rules" for CM under "Advanced Options" in the (Application Administration Console) - Advanced Options? Leonard -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Mary Dollus Sent: Sunday, December 16, 2007 9:45 AM To: [email protected] Subject: Re: Change Management email Oh ok cool.... Yep they are all still enabled. Thanks for the tip... Any other ideas? - Mary -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Leonard Neely - FOJ Sent: Sunday, December 16, 2007 11:22 AM To: [email protected] Subject: Re: Change Management email No, I am referring to the Approval Server settings (AP:Administration), not in the Application Administration Console. Leonard -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Mary Dollus Sent: Sunday, December 16, 2007 7:05 AM To: [email protected] Subject: Re: Change Management email Morning Leonard, Hmmm I've looked thru everything there but I don't see where you mean? I looked on the Customizations tab, then under Change Management and then under Approval, but all I see is Approval Mappings. Is that it? They are not using approvals right now. They are just concerned right now with the Assignment notifications for Change Manager, Assignee and Change Implementer. Thanks!!! -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Leonard Neely - FOJ Sent: Saturday, December 15, 2007 6:40 PM To: [email protected] Subject: Re: Change Management email Mary, Just to make sure you've covered all the bases, also check the Approval Server settings from the AP Administration console to make sure that the notifications you want are enabled. I have seen cases before, where these settings all got set to "Disabled" somehow, after migration to a different server. HTH Leonard -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Mary Dollus Sent: Saturday, December 15, 2007 10:24 AM To: [email protected] Subject: Re: Change Management email Hi everyone,,, Bumping this issue to the top... sorry... We're still are having this issue and can't find any Config issues. I also don't see any defects listed for this. I also forgot to add what versions we're on. ARS 7.0.01 patch 4 App is on 7.0.02 no patches yet.... we do plan to patch to 006 asap however. I've checked NTE:Notifier Log form and the System Default alerts have been going out,,, just not the emails. Thanks so much for reading!! :) and any ideas are so appreciated!! Mary Dollus -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Mary Dollus Sent: Wednesday, December 12, 2007 6:01 PM To: [email protected] Subject: Change Management email Hi All, This is a very weird thing,,,, at least I haven't encountered it before. The email engine is running and emails are going out for Incident Management; however they aren't for Change Management. I tested with my account to be sure all settings are correct. I'm set to receive email as my default.. I set up email notifications for them instead of alert with the default as email. I should be getting notified if I'm assigned to Change Manager, Change Assignee or Implementer. and also for Manager and Assignee if it completes. Has anyone else experienced this? Thanks. a ton!!! Mary Dollus ____________________________________________________________________________ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" ____________________________________________________________________________ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" ____________________________________________________________________________ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" ____________________________________________________________________________ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" ____________________________________________________________________________ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" ____________________________________________________________________________ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" ____________________________________________________________________________ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" ____________________________________________________________________________ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" ____________________________________________________________________________ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
