T- Go further down in the ARS List and look for the email chain on: Using Incident ServiceTgt Milestone Notification Action Templates Back on July 7th.
In it you'll see some in depth explanations of why you don't see the Notifications in the Notification Audit Log. It's because Normal Notifications that are sent from the Incident form, run through the NTE forms. The Audit Log you are looking at is looking at the NTE:Notifier Log form. Now Custom Notifications from SLM 7X are not passed through the NTE forms as they should. Instead, when you create a Custom Notification against the Help Desk form, it creates a Filter on the HPD:Help Desk form. In that filter it Pushes to SLM:RuleActionNotifier, which in turn pushes to either the Email Form or Alert Events. If you use a Custom Page Action, the filter on the Help Desk form, just has a Run Process Command to do the Page. Now in order to fix this you can do one of 2 things: 1) Most Recommended. Go to the Data Sources for Service Level Management through the Application Administration Console->Custom Configuration Tab Then, configure a Data Source for the NTE:Sys-NT Process Control form. Then, remove your Custom Notifications and instead do a Push to the NTE:Sys-NT Process Control form. Use the Filter: HPD:INC:NotificationGenerator_899_PNPC`! to get the fields and values that you want. This will then run the Notification through the NTE forms similar to the: HPD:INC:NotificationGenerator_899_PNPC`! 2) You could create a Data Source against the NTE:Notifier Log form. Then after each Custom SLM notification create a Custom Push Fields Action to push the needed values to the NTE:Notifier Log form. Good Luck. Matt P. -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of T. Dee Sent: Tuesday, July 15, 2008 7:39 AM To: [email protected] Subject: Re: Question: SLA - Emails / Audit Log Thanks Chris. The problem is they are not appearing. However, these are "custom" notifications. I'm not sure how to get them to appear in the Audit Log. I know the SLAs are working because if I go into AR System Email Messages I see them being "sent". T. On 7/15/08, Danaceau, Chris <[EMAIL PROTECTED]> wrote: > T - > > From the vertical navigation bar on the ticket: Functions, View Audit > Log. When the dialog opens click the "Notification Audits" tab. You > should see the Service Level notification audits there. > > > This e-mail and its attachments are confidential and solely for the > intended addressee(s). Do not share or use them without Fannie Mae's > approval. If received in error, contact the sender and delete them. > > > -----Original Message----- > From: Action Request System discussion list(ARSList) > [mailto:[EMAIL PROTECTED] On Behalf Of T. Dee > Sent: Monday, July 14, 2008 5:19 PM > To: [email protected] > Subject: Question: SLA - Emails / Audit Log > > I have my SLAs setup and they are working. Emails are going out, no > problem. > > However, i'm not sure if there is a place that audits the SLA > Escalation Emails that go out. I have looked in the Audit Log on > Incident, but it does not store SLA Escalation Emails there. > > Is there a place that keeps an audit of these emails? > > Thanks! > > ________________________________________________________________________ > _______ > 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"
