Tyrone, Take a look at filter: HPD:INC:NotificationGenerator_899_PNPC`! It's ootb workflow.
The way the NTE system works is as follows: 1) The Help Desk form does a Push to NTE:SYS-NT Process Control via the filter: HPD:INC:NotificationGenerator_899_PNPC`! 2) There is an escalation that sits on the NTE:SYS-NT Process Control form. 3) This escalation runs and updates the records on the NTE:SYS-NT Process Control form. The escalation sets the z1D Action field to "START GROUP NOTIFICATION". This in turn causes the filters on the NTE:SYS-NT Process Control form to fire. 4) The last set of filters on that form delete the record so it doesn't get re-processed. More on this further down. 5) When the filters on the NTE:SYS-NT Process Control form fire, they in turn push to the NTE:SYS-Group NT Control form. 6) There are filters on this Group NT Control Form that fire on Submit. 7) The one to take note of is: NTE:NTG:ModifyMyself_100_PNTG This filter pushes to itself causing a modification to occur. 8) Then the filters on the Group NT Control form then determine if this is a Group Level notification or an Individual Notification. 9) If it is an Individual Notification, it will push one record to the NTE:SYS-Individual NT Control Form. Which will then Push to the NTE:Notifier form. 10) If it is a Group Level Notification, it will push all the required notifications directly to the NTE:Notifier form. 11) The Notifier Form will then push to either alert events or AR System Email Messages. To see this in action you could do the following: 1) disable the filters on the NTE:SYS-NT Process Control form that perform the Delete, 2) unhide the z1D Action field on the NTE:SYS-NT Process Control. 3) Turn on Filter Logging, then create a Help Desk ticket. 4) You'll see the code that fires and pushes to the NTE:SYS-NT Process Control form (HPD:INC:NotificationGenerator_899_PNPC`!). 5) Then you can open the NTE:SYS-NT Process Control form and put the value: "START GROUP NOTIFICATION" into the z1D Action field to trigger the other filters. ***Take note, if you've already done that once, and created the corresponding NTE:SYS-Group NT Control record, and do it again. You'll get a unique index violation error. You would need to delete the previously created Group record then do it again. Also, the most important thing you push to the NTE:SYS-NT Process Control form is the Notification Message Tag. This value, tells the NTE:SYS-NT Process Control form what notification to pull. This value directly corresponds to records in the SYS:Notification Messages form. As far as a specific direct example, no I don't have one that I can provide you. All, I can do is suggest you look at the filter: HPD:INC:NotificationGenerator_899_PNPC`! to determine what fields you need to push to. As well as to take note of the Notification Message tag. I hope that helps. Matt P. -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of T. Dee Sent: Tuesday, July 15, 2008 11:09 AM To: [email protected] Subject: Re: Question: SLA - Emails / Audit Log Thanks Matthew! I understand the creating the Data Source I have done that before. I am a little confused about the push to NTE:Sys-NT Process Control form. Do you have any samples? Thanks again!!! On 7/15/08, Matthew Perrault <[EMAIL PROTECTED]> wrote: > 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" > _______________________________________________________________________________ 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"
