We just rolled out Remedy ARSystem 7.01 and ITSM 7.02 to our user community early last week. Following the release we had a number of production issues and bugs to work out but among these there were quite a few concerns and complaints from users that indicated that now they receive way too many emails for Change tickets and Incident tickets from the system.
A decision was made to go live with ITSM 7.02 with the out of box notifications all for the most part to stay as is but now people saw that it is an overkill. I can see that you can reduce this by turning off these notification scenarios and setup in CFG:NTE-Notification Events but looking through each event for each application it is difficult to know when these fire, where they are sent to (based on the various roles for Incident and Change), and what content is included with each notification event based on which Notification Message Tag it is linked to (in SYS:Notification Messages). Does anyone know of a whitepaper or some helpful guide on understanding this so that administrators can communicate to their users knowledgebly on the effort and impact for changing this? Thanks Peter Lammey ESPN MIT Technical Services & Applications Management 860-766-4761 _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
