Im a little confused by this issue. You indicated that the steps you followed from BMC has led to the #Phone Number# being replaced with the phone number on the incident. I think the phone number (actually it is Phone Number Business I think) from Incident is the customer's phone number. What phone number are you intending to include in the notification?
I had coded the same customizations on our system (ITSM 7.02 patch 005) and I believe the steps listed were all the steps I followed to provide the phone number in the email. Thanks Peter Lammey ESPN IT Client Architecture and Automation 860-766-4761 ________________________________ From: Action Request System discussion list(ARSList) [mailto:[email protected]] On Behalf Of Scott Fluegge Sent: Wednesday, June 24, 2009 10:21 AM To: [email protected] Subject: Sys Notifications - Adding Fields ** All, I have two hot issues and both are being denied support by my BMC partner because they call them customizations. Can someone please help me out? We are desperate here... I will open them in two mails as they are not directly related. This first issue is with Sys Notifications. We are trying to add the phone number from the HPD_Help_Desk form of the incident customer to the sys notifications emails. For some strange reason this field is not one of the options. I found the following instructions in a link (http://www.mail-archive.com/[email protected]/msg48716.html) and followed them. It did add the OPTION for phone number to the SYS Notification but inside the NTE:SHR:TranslateNotificationMessage filter I found there was no mapping for phone number so when I tried to use $Phone Number$ as instructed, Remedy would put quotes around it and then literally replace it with $Phone Number$!! So I know quoted values worked as string replace but not lookup... I then tried to map that form to HPD_Help_Desk instead of CURRENT TRANSACTION (at least the set field action) but when I did that, the emails stopped working. We got some more instructions from BMC Support before they stopped taking this issue which listed more to do (included below) As per logs and webex session we understand that You have created a new record on SYS:Form Field Selection for a new filed Phone Number (User Phone Number). This allows you to select the #Phone Number# filed on SYS:Notification Messages form. You have added this filed on SYS:Notification Messages form for Incident Assignment Notifications. From the notification audit log, it is observed that the filed value is not getting updated with the proper value. i.e. in Notification message the User's Phone is #Phone Number# and not updated with the actual phone number. With these out of the box forms and workflows you can create Menu Items but to populate the values dynamically, you need to customize the existing forms and workflows. Below are the reasons and actions required to achieve this customization 1) The Notification filed values are captured from three forms NTE:SYS-NT Process Control, NTE:SYS-Group NT Control and NTE:SYS-Individual NT Control 2) The User Phone Number (Requester Phone Number) filed is not created on the above three out of the box forms (You need to create one filed Requester Phone Number) 3) The filed values in the NTE:SYS-NT Process Control form are updated by a workflow Filter HPD:INC:NotificationGenerator_899_PNPC'!(You need to modify the push field action to push Phone Number from HPD:Help Desk 4) These values are translated into SYS:Notification Messages form by the filter NTE:SHR:TranslateNotificationMessageINC3_102. Modify this filter with additional set filed action before Exit Guide to translate the #Phone Number# filed These steps were also followed to no availe. We are STILL not getting the #Phone Number# replaced with the phone number on the incident. HELP!! Thanks, Scott _Platinum Sponsor: [email protected] ARSlist: "Where the Answers Are"_ ________________________________ Please consider the environment before printing this e-mail. _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:[email protected] ARSlist: "Where the Answers Are"
