I guess the other half of the question - is WHAT do the Business Users "Want to do with the notification"? - Just get the details only? Be able to login and see the CR? Will the OOB Notification message be enough Detail? Do all the Business Users understand Change's and the service organization enough?
If the answer is the latter (Login to see CR) - then you can setup Remedy Groups for the business users and maintain the population there. Else just create a 'user' for the distribution-list and assignment rules for a task, etc. However - the task will need to be closed to progress the CR - so escalation or other workflow would be required there... We found previously that "Business Users" change like the water under the bridge - and we were getting swamped with "changes" - which need to be performed off-hours for group membership changes do to re-cache... We went to a "Key Service Owner Concept" which is tied to the CI(s) Linked to the Change Request and triggered notifications that way - yes it was a customization - but then only the "Key Owner" was notified and they (being remedy users) could login and determine impact, schedule changes, <bla-bla> - and then it was the Key Owner responsibility to notify "the world" of the outage, etc. Make sense? HTH Robert On Wed, Mar 11, 2009 at 6:33 AM, Pierson, Shawn <[email protected]>wrote: > ** Good morning, > > Out of curiosity, has anyone found a way to do automated notifications to > business users for various change requests by using AD groups? I was > thinking that to avoid customizations, I could either use SLM or Tasks, with > the AD group email addresses being imported into Remedy via the AD -> > CTM:People integration I already created for users. However, this feels > like I’m reinventing the wheel and wanted to see if anyone had a better way > of sending automated notifications that is closer to being out of the box. > > Thanks, > > *Shawn Pierson * > Remedy Developer | Southern Union > > > Private and confidential as detailed > here<http://www.sug.com/disclaimers/default.htm#Mail>. > If you cannot access hyperlink, please e-mail sender. > __Platinum Sponsor: RMI Solutions ARSlist: "Where the Answers Are" html___ -- If it were not for the gutter, my mind would be homeless! _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: "Where the Answers Are"
