If you are looking at group notifications in ITSM 5.5/5.6, I think they are all generated from within the API, and there is no place you can touch workflow that will affect that process. I have not seen the error you are reporting on users except where Full Name was identical, and I don't remember if that was in a group notification or an individual one, but we had problems with groups that had similar names, and had to add a prefix to one to distinguish between them properly. BTW, watch out for BMC Remedy developed code that tries to match on Full Name, ludicrous as that seems (and is) - there is still code in ITSM 7 that tries to do that!!
Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing & IT Center http://itsm.unt.edu/ _____ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of J.T. Shyman Sent: Wednesday, April 30, 2008 10:30 AM To: arslist@ARSLIST.ORG Subject: Re: Group Email Problem ** That's what I would have thought, too. Hmm. Now we need to find the workflow that is creating the notifications to see what it is doing. --- J.T. Shyman _____ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Sokol, Brian Sent: Wednesday, April 30, 2008 11:26 AM To: arslist@ARSLIST.ORG Subject: Re: Group Email Problem Actually I had it backwards. btestins is the non-support person who got the email. btestin is the support person. If I search on btestin I only get that record. Same if I search on btestins, I get that record. I know btestin% will return both. Seems that btestin has the lower number. I would think that the correct one with the lower number would get selected? _____ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of J.T. Shyman Sent: Wednesday, April 30, 2008 10:38 AM To: arslist@ARSLIST.ORG Subject: Re: Group Email Problem ** Right, that is exactly what I mean. Open up CTM:People and do a search on the Login ID of btestin. You should get two records. If not repeat the search using a Login ID of btestin%. Look at the People ID field and see which has a lower number. --- J.T. Shyman _____ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Sokol, Brian Sent: Wednesday, April 30, 2008 10:24 AM To: arslist@ARSLIST.ORG Subject: Re: Group Email Problem Hi J. T. What do you mean by this: I'm going to guess that the btestins people ID is lower than the btestin people ID Do you mean it was created first and therfore the workflow selects it first? I did turn on logging but still could not find the workflow that is selecting the group members and their email addresses. I will try again today. I agree that there is a LIKE selection that is causing this problem. Brian _____ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of J.T. Shyman Sent: Wednesday, April 30, 2008 9:04 AM To: arslist@ARSLIST.ORG Subject: Re: Group Email Problem ** Brian, Saw your earlier post about this: user logins of btestin and btestins I'm going to going to make a few guesses here and let's see if we can confirm them. First, you mentioned that btestins is the support group member and btestin isn't. If this is correct I'm going to guess that the btestins people ID is lower than the btestin people ID. Can you verify this? Second, if you have a test system available try changing btestins login ID to xbtestins and try the notification again. My guess is it will go to the correct person. Can you try that? Third, again on the test system, turn on filter logging and see if you can see which workflow is sending the notification.. This will be important to either fixing it or reporting it as a defect to BMC depending on what the issue turns out to be, My gut feeling is that this is a pattern match issue of some sort. The group list includes a user whose login ID is btestin. When the alert fires it may be searching the CTM:People form for the first occurrence of a login id like %btestin% and finds the wrong one. --- J.T. Shyman _____ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Sokol, Brian Sent: Wednesday, April 30, 2008 8:41 AM To: arslist@ARSLIST.ORG Subject: Group Email Problem Does anyone know when an email is sent to a Group, how are the Group members and their email addresses determined. I have one Group where one of the members email address is incorrect. It is being sent to someone with a very similar ID. This person does not even have a license in Remedy. I am on ARS 7.1 running Help Desk 5.6. Thanks Brian Sokol Manager, Desktop Services Scholastic Inc. 557 Broadway NY, NY 10012 (212) 343-6494 http://www.Scholastic.com <http://www.Scholastic.com> __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" html___ __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" html___ __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" html___ __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" html___ __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" html___ __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" html___ _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
