*Hi,* ** *I hope this helps....* ** *Findings: * a) Group ID for CTM:Support Group and Group ID on group form are seperate entities. b) When a new Support Group is created on the CTM:Support Grroup form, a record is created in the Group Form as well. c) The Group name in the Group form contains the Group ID, which is an integer value. d) When any group notification is triggerred, the email engine looks up the Group name field of the Group form. e) The email engine does not find any match in the group form, because the group name field contains the group ID and not the group name. f) And therefore, group notifications fail.
*Workarounds:* a) Modify the Group name on the Group Form: Instead of the Group ID, this field should be populated with the Group name. A filter can be written on the CTM:Support Group form, which modifies the Group form when any new group is created or modified. *Short comings of this approach:* Company1-> *Org1*-> Group1 and Company1->* Org2*->Group1 cannot exist togather. Group Name should be unique on Group form. b) If the Group Notification (sent to the Assignment Group) is to be fired from, say, HPD:HelpDesk, then create a new zTmp_GroupName field. On Submit and Modify of Assignment Group field, create a filter that reads the GroupID from *CTM:SYS Access Permission* form. You can query this form by specifying Company->Org->Group to get Group form's Group ID. In the Notify action, specify this zTmp field, instead of Assignment Group field. *Short comings of this approach:* The administrator has to be aware of such zTmp fields created for Group Notification purpose. Regards, Veeral Oza On Dec 31, 2007 8:41 PM, Payne, George <[EMAIL PROTECTED]> wrote: > ** > > Mike, > > > > The "Send To" field is resolved in a very strict way. From the Online > Manual: > > Note: AR System resolves the contents of the User Name field by first > checking for a matching request in the User form. If found, the notification > is sent to that user. If not found, the server checks for a matching request > in the Group form. If the name corresponds to a group name, the notification > is sent to all members of that group. If no User or Group definition is > found, the contents of the User Name field are used as is and treated as a > guest user of the system. > > This all made pretty good sense before 7.0…now the "Group Name" that it's > referring to here is going to be the GROUPID (eg: 1000000089) and not the > actual name as you and I would LIKE it to be. > > > > I would suggest that you try sending your email to the Assigned Group ID > instead of the name. > > > > Hope that helps, > > Gp > > > > George Payne > > Corporate Applications Developer > > Electric Reliability Council of Texas > > (512) 248-3940 > > [EMAIL PROTECTED] > ------------------------------ > > *From:* Action Request System discussion list(ARSList) [mailto: > [EMAIL PROTECTED] *On Behalf Of *Mike Pugh > *Sent:* Sunday, December 30, 2007 10:17 AM > *To:* [email protected] > *Subject:* Problem with Group Notification Workflow > > > > I've created an escalation that should bring in a support group's name > into a Notify action so that it e-mails all members of the group. For some > reason it's not resolving the group name so it's not pushing the > notification out to all of the group's members. > > > > I've double checked the group name several times and it's fine. Incident > Management is able to send a group notification without a problem. > > > > I'm passing in $Assigned Group$ to the User Name property of the Notify > action. It comes from a form I created and, for example, the form contains > "Enterprise Systems" in that field, and I have an "Enterprise Systems" > Support Group defined. > > > > I'm running ARS 7.1 and ITSM 7.0.02 patch 6. > > > > Does anyone have any clues? > > > > Thanks! > > > > [image: American Systems Logo] > > *Mike Pugh* > > *Software Engineer* > > > 13990 Parkeast Circle > Chantilly, VA 20151 > www.AmericanSystems.com <http://www.americansystems.com/> > > phone: (703) 968-5265 > mobile: (203) 434-5082 > [EMAIL PROTECTED] > > * > "Contractor of the Year - 5th Annual Greater Washington Government > Contractor Awards"* > > LEGAL DISCLAIMER: The information in this email is confidential and may be > legally privileged. It is intended solely for the addressee. Access to this > email by anyone else is unauthorized. If you are not the intended recipient, > any disclosure, copying, distribution or any action taken or omitted to be > taken in reliance on it, is prohibited and may be unlawful. > > > > > __20060125_______________________This posting was submitted with HTML in > it___ __20060125_______________________This posting was submitted with HTML > in it___ _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
