Well that is a lovely feature of the CMDB - including Topology - Sites (foundation) - Users <bla>
If say a "home directory server at Site QQ is having a CR" - which "people are users" of this server you could do a notify. The "Key thing" is the automation/linking of all the Prople to Sites / Equipment - which you could query AD Groups and populate, or as you mentioned do a dist-list lookup (however at most companies Dist-List name format changes like the sun rises...)... Unfortunately - this does require a customization to "notify them all", etc. Yah' I didn't get into the concept of "apporvers" such as Windows Patches - must be approved by the OS Team (for H/W compat issues) the Application Owner (for Application compat issue) and the Business Owner (for business outage approval), etc. And Yes - I think we **ALL** have fallen into the trap of "You mean ITSM 7x does this? - where is it - how does it work - where is it 'not' documented"... Now factor in 7.5 - and well you just went exponential... Glad to help Robert On Wed, Mar 11, 2009 at 9:30 AM, Pierson, Shawn <[email protected]>wrote: > ** > > Robert, > > > > That makes sense. What we’re looking for is to further automate > reoccurring change requests. For example, the server team applies monthly > Microsoft patches. They have Change Templates that they use, but to make it > a little easier, we would like to automatically notify a few email groups > that the affected people are in. Currently the Change Assignee manually > sends the emails out. > > > > We also have a similar concept for your Key Service Owners, but we have > those individuals set up as approvers, so they not only get notified but > they have to approve changes for their specific applications. That works > well, but specifically for infrastructure events that require many people to > be aware, we’d like to send further notifications. > > > > I can see examples for other potential uses. Since we have multiple > locations, if the network guys need to replace a switch in a building out in > Kansas, it would be nice if we could set up Remedy to search the people form > for all users in Kansas, or use our AD email group for something like > [email protected] to notify them of the change. It would be good > to specifically tie them to Change Templates. > > > > I am thinking this does require a customization like what you did, but I > wanted to post it here first. When we first went live with ITSM 7 (without > training and our BMC professional services folks didn’t appear to have > training either) I made a customization to Change Management that turned out > to be a feature out of the box that was difficult to find. > > > > Thanks, > > > > Shawn Pierson > > > > *From:* Action Request System discussion list(ARSList) [mailto: > [email protected]] *On Behalf Of *Robert Molenda > *Sent:* Wednesday, March 11, 2009 11:14 AM > *To:* [email protected] > *Subject:* Re: Notifications to Business Users from Change Management > > > > ** > > 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! > __Platinum Sponsor: RMI Solutions ARSlist: "Where the Answers Are" html___ > 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"
