One caution - if you use the templates, you can only have one action per rule, even though there are several action templates. They all write a temp value to exactly the same field in the Incident form, so if you specify 4 actions like I did the first time, only the last one is performed since that is the only value in the temp field that survives. This is not documented anywhere. I also seem to recall that the template for response, as opposed to resolution, was only half built OOTB, and I had to add workflow to get it to work. It's been over a year since I did this, so I would have to dig into my customization docs at work to see what had to be done.
Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing & IT Center http://itsm.unt.edu/ > -----Original Message----- > From: Action Request System discussion list(ARSList) > [mailto:arsl...@arslist.org] On Behalf Of SHall > Sent: Sunday, July 19, 2009 7:05 PM > To: arslist@ARSLIST.ORG > Subject: Re: SLM Notifications > > If I use a Template for my notification e.g Assignee Group Manager. i > believe that the way this is supposed to work is it looks at the > Assigned Group and notifies whoever has the the Incident Manager > Functional Role for that Group. These do not work at all. > > Do you mean CTM:Support Group Assignments? This form was empty when i > searched it > > _______________________________________________________________________ > ________ > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org > Platinum Sponsor:rmisoluti...@verizon.net ARSlist: "Where the Answers > Are" _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: "Where the Answers Are"
