One possibility might be to look at all the Assignee Manager login IDs on the tickets you have randomly selected and then randomly select one of the other managers from that list. So, for example, you select X number of random tickets, and among those tickets, there are Y number of managers (where Y is probably less than X, but must be greater than 1 to be valid). The idea would be, for any given ticket, find any other manager in your set of Y managers that is not the manager of the assignee for that particular ticket.
Does that make sense? The idea of using the set of assignee managers for the tickets you've picked is mainly to be an easy way to ensure that you're picking a valid manager. However, there may be other ways to do it, including maintaining a list of managers that can be chosen from, or finding a way to determine that list automatically via the People form, etc. Lyle From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Joseph Kasell Sent: Monday, January 25, 2010 2:13 PM To: arslist@ARSLIST.ORG Subject: Random Email Recipient ** Hello listers! Received a heads-up of a possible requirement from management. They are emphasizing a quality review of help desk tickets and one idea would have workflow that would identify a random subset of help desk tickets, then send an email with a link for each ticket to a manager so that the ticket could be reviewed. At first I thought that this would be easy as I would use an idea published on this board previously to generate that ticket subset, and then have the email sent to the manager of the assignee, which is recorded in the Assignee Manager Login field of the Help Desk form. However, I was told that the email needs to go out to a random manager who is not the manager of the ticket assignee - in other words, an ID that does not match that recorded in the Assignee Manager Login field. Does someone have an idea or suggestion as to how I might randomly select another manager as an email recipient? Appreciate the help. BTW.....we're using ARS 7.0.01 and ITSM 6, and MSSQL 2005. Thank you! Joseph Kasell Global IT Services Information Services Navy Federal Credit Union _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: "Where the Answers Are"_ NOTICE: This email message is for the sole use of the intended recipient(s) and may contain confidential and privileged information. Any unauthorized review, use, disclosure or distribution is prohibited. If you are not the intended recipient, please contact the sender by reply email and destroy all copies of the original message. _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: "Where the Answers Are"
