Christopher, I actually started redeveloping the SLA for a group in SLM 7.03. I implemented the SLAs using the OOTB templates for Notify Incident Manager and Notify Incident Assignee and I added both to a service target and I noticed that the Notify Incident Assignee was not working properly. Is this undocumented issue where only one of the notification templates work and not the other because the SLM generated filters all fire at execution order 700? Ill try tweaking the execution order for the SLM filters for the Notify Assignee milestone but wasn't sure if you already figured out a workaround for this undocumented problem.
Thanks Peter Lammey ESPN IT Client Architecture and Automation 860-766-4761 -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:[email protected]] On Behalf Of strauss Sent: Sunday, July 19, 2009 9:08 PM To: [email protected] Subject: Re: SLM Notifications 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:[email protected]] On Behalf Of SHall > Sent: Sunday, July 19, 2009 7:05 PM > To: [email protected] > 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:[email protected] ARSlist: "Where the Answers Are" _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org 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"
