Our campus-wide outage notifications are sent to a listserv (custom filter, although control over the outage flag is incorporated in AL-triggered dialog boxes for critical incidents), and all subscribers to that listserv get the notification. The listserv is not public, but it is also not limited to ITSM support staff. See docs at http://arsweb4.ars.unt.edu/helpdesk/creating_system_outages.htm ... there are screen shots of the notification dialogs about ¾ of the way through it. This is a customization implemented years ago on our Help Desk 5.5 application that was ported to ITSM 7 before we migrated. The only trick is that the AREmail account has to be subscribed to the listserv as an authorized sender. If you are only dealing with one recipient, or even a few, then the filter can notify only them instead of an entire listserv; the more intrusive customization is to add the confirmation dialog in the user interface.
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:arsl...@arslist.org] On Behalf Of Steven Iocco Sent: Wednesday, March 11, 2009 8:03 AM To: arslist@ARSLIST.ORG Subject: Notifications to non incident user ** Hello folks. Can anyone think of a way in ITSM 7 to configure a notification to a user in the tool when an incident is created as Critical or High? I know I can do this via a filter but is there a way to configure this using a "User" event notification? I should mention that this person who wants to receive the email is not the requestor, assignee/group or owner/group. they are not related to the incident in any way. Thanks Steve __Platinum Sponsor: RMI Solutions ARSlist: "Where the Answers Are" html___ _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: "Where the Answers Are"
