Wait..Found them.
Here is the filter(s) that will fire a note to the Requested By person when the
Change moves to Scheduled status (depends on if the Requested By is a Support
Staff or not)
CHG:CRQ:StatusScheduled_850_Rqster-SetTag
CHG:CRQ:StatusScheduled_850_RqsterNonSupportGrp-SetTag
The NT Remedy Login ID passed in that filter is the Requestor ID or Person ID
which should be that Requested By person.
It will utilize the Notification template under tag
"CHG-CRQ-Requester-ScheduledNotification" and
"CHG-CRQ-RequesterNonSG-ScheduledNotification"
For Completion of the Change Request, here are the filters that will send a
note to the Requested By Person (depends on if the Requested By is a Support
Staff or not):
CHG:CRQ:StatusCompleted_855_Rqster-SetTag
- Notify Tag - "CHG-CRQ-Requester-ChangeCompletionNotification"
CHG:CRQ:StatusCompleted_855_RqsterNonSupportGrp-SetTag
- Notify Tag - "CHG-CRQ-RequesterNonSG-ChangeCompletionNotification"
For Cancellation of the Change Request, here are the filters and Notification
tags that will send a note to the Requested By Person:
CHG:CRQ:StatusCancelled_858_Rqster-SetTag
- Notify Tag - "CHG-CRQ-Requester-CancellationNotification"
CHG:CRQ:StatusCancelled_858_RqsternonSupportGrp-SetTag
- Notify Tag - "CHG-CRQ-RequesterNonSG-CancellationNotification"
Hope that helps.
Thanks
Peter Lammey
ESPN IT Packaging and Automation
860-766-4761
________________________________
From: Action Request System discussion list(ARSList)
[mailto:[email protected]] On Behalf Of Martinez, Marcelo A
Sent: Thursday, December 03, 2009 11:18 AM
To: [email protected]
Subject: Re: ITSM Notifications
**
Peter thanks for the response... for my second question, I checked the filter
and the tag you mentioned, but they are for the customer (requested for)
person. Not the requested BY person. I'm trying to send out an email to the
requested by person.
I can most likely modify this filter or create another like it. I just thought
there was an OOB option that was turned off.
For my first question, thanks!! I'll take a look at those filters.
~~~~~~~~~~~~~~~~~~~~~~~
Frank,
Thanks for the suggestion, I did check that form and all notification events
are turned on.
~~~~~~~~~~~~~~~~~~~~~~~
Thanks for the help guys,
Marcelo
From: Action Request System discussion list(ARSList)
[mailto:[email protected]] On Behalf Of Lammey, Peter A.
Sent: Thursday, December 03, 2009 8:29 AM
To: [email protected]
Subject: Re: ITSM Notifications
**
See below in dark blue next to each of your tags and answer to your second
question.
For you second question, there is a tag "CHG-CRQ-Customer-ReceiptConfirmation"
and the filter that fires that is CHG:CRQ:NTCustConfirm_803_SetTag.
Check that filter out and see its firing conditions. There should be a note(s)
to the Requested For and Requested By at some stages during the course of a
Change request.
Thanks
Peter Lammey
ESPN IT Packaging and Automation
860-766-4761
From: Action Request System discussion list(ARSList)
[mailto:[email protected]] On Behalf Of Frank Caruso
Sent: Wednesday, December 02, 2009 11:33 PM
To: [email protected]
Subject: Re: ITSM Notifications
**
Before you go starting hunting through code I would suggest you check form
"NTE:CFG-Notifications Events" form. This form allows you to turn on and off
group and individual level notifications.
________________________________
From: Action Request System discussion list(ARSList)
[mailto:[email protected]] On Behalf Of Martinez, Marcelo A
Sent: Wednesday, December 02, 2009 6:54 PM
To: [email protected]
Subject: ITSM Notifications
**
Hello Listers,
I have a couple of questions regarding ITSM notifications that I'm sure ya'll
can help.
Let's get the system specs out of the way:
ARS 7.1 Patch 7 (including APR, EE, AE, MT)
ITSM 7.0.03 P6
SQL 2005
First question: I'd like to know which are the filters that trigger these tags.
I need to chase these notifications... or lack there of
CHG-CRQ-ManagerGroup-PIPAssignedGroupAssignment -
CHG:CRQ:StatusPIPAcceptedCMGrpSetTag_220_Submit
CHG-CRQ-Manager-Group&IndividualReassignment -
CHG:CRQ:ChgAssignee-ReassignSetTag_330_Submit
CHG-CRQ-AssigneeGroup-PIPAcceptedGroupAssignment -
CHG:CRQ:StatusPIPAcceptedCMGrpSetTag_220_Submit
CHG-CRQ-AssigneeGroup-PIPAssignedGroupAssignment -
CHG:CRQ:StatusPIPAssignedCAGrpSetTag_230_Submit
** The reason I ask is because to my recollection, I have never seen a
notification go out for group assignment to either of these groups (in Chg
module). I want to make sure I am not missing filters or have been turned off,
or why the criteria isn't being met.
Second question: am I correct to assume that in Chg Module 7.0.03, there is no
out of the box notification that goes to the "requester"? I know there is a
notification that goes to the "requester for" person.
Thanks all,
Marcelo
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