I concluded that the simplest solution was to intervene right after the
point that the Remedy Login ID is populated in the NTE:Notifier form by
the NTE:NTI:CreateNTS_NoBusTime_900_PNTS filter, since it is right after
that when the NTE:NTS:Email_200_Customer-NT and
NTE:NTS:Email_200_System-NT filters inspect the new record in
NTE:Notifier for an entry in Remedy Login ID and decide which one of
them will fire the notification based upon that. The trick is to NULL
out the Remedy Login ID for all records where the Company = the customer
company that all non-support staff reside in. This also covers all
types of customer notifications - receipt confirmation, resolution, etc.
Task: Eliminate URL to Incident and ARTask in Customer Notification
email messages, but leave them in Support Staff notifications
Step 1: Disable NTE:NTI:CreateNTS_NoBusTime_900_PNTS
Step 2: Copy to *NTE:NTI:CreateNTS_NoBusTime_900_PNTS_01
2a: Change Run If: to ( 'Next DT Notification' = $NULL$ ) AND (
'Company' != "UNT Customers" )
Result: NTE:NTS:Email_200_System-NT fires and notification email
includes mid-tier URL and ARTask
Step 3: Copy to *NTE:NTI:CreateNTS_NoBusTime_900_PNTS_02
3a: Change Run If: to ( 'Next DT Notification' = $NULL$ ) AND (
'Company' = "UNT Customers" )
3b: Remove Remedy Login ID from the list of fields populated in
NTE:Notifier by the Push Fields action
Result: NTE:NTS:Email_200_Customer-NT fires and notification
email has no URL and no ARTask
Our support staff have different Login IDs that are homed in the
operational companies, where the support groups reside. All customer
IDs reside in UNT Customers, populated from LDAP.
I could have missed something, but so far this seems to be working. I
still have to add the URL to our Kinetic Request Launcher (others might
use Requester Console) to the appropriate SYS:Notification Messages
records.
Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing & IT Center
http://itsm.unt.edu/
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