Lyle, Thank you for the response.
We're tracking along the same lines about defining a group of managers to select from. My question is how to automate the selection of a random alternate manager. I was thinking about a separate form with a table from which to use a filter guide to walk through the table and select a manager. But then the question is making sure that the selection of a manager is done equitably so that no one manager is inundated. I may be making this more difficult that I should, and wanted to know how others may have approached this. Joseph Kasell Global IT Services Information Services Navy Federal Credit Union |------------> | From: | |------------> >--------------------------------------------------------------------------------------------------------------------------------------------| |Lyle Taylor <[email protected]> | >--------------------------------------------------------------------------------------------------------------------------------------------| |------------> | To: | |------------> >--------------------------------------------------------------------------------------------------------------------------------------------| |[email protected] | >--------------------------------------------------------------------------------------------------------------------------------------------| |------------> | Date: | |------------> >--------------------------------------------------------------------------------------------------------------------------------------------| |01/25/2010 07:41 PM | >--------------------------------------------------------------------------------------------------------------------------------------------| |------------> | Subject: | |------------> >--------------------------------------------------------------------------------------------------------------------------------------------| |Re: Random Email Recipient | >--------------------------------------------------------------------------------------------------------------------------------------------| |------------> | Sent by: | |------------> >--------------------------------------------------------------------------------------------------------------------------------------------| |"Action Request System discussion list(ARSList)" <[email protected]> | >--------------------------------------------------------------------------------------------------------------------------------------------| --_000_D6A3C9D35C65C14D8E7B5487609CD2A2252F1891E9MBX01ldschurc_ Content-Transfer-Encoding: quoted-printable Content-Type: text/plain; charset="ISO-8859-1" One possibility might be to look at all the Assignee Manager login IDs on t= he tickets you have randomly selected and then randomly select one of the o= ther managers from that list. So, for example, you select X number of rand= om 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 id= ea 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 t= he 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, includ= ing maintaining a list of managers that can be chosen from, or finding a wa= y to determine that list automatically via the People form, etc. Lyle From: Action Request System discussion list(ARSList) [ mailto:arsl...@arslis= T.ORG] On Behalf Of Joseph Kasell Sent: Monday, January 25, 2010 2:13 PM To: [email protected] 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 wou= ld 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 tic= ket could be reviewed. At first I thought that this would be easy as I woul= d use an idea published on this board previously to generate that ticket su= bset, 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. Howeve= r, 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 m= atch that recorded in the Assignee Manager Login field. Does someone have a= n idea or suggestion as to how I might randomly select another manager as a= n 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: [email protected] 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 al= l copies of the original message. _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:[email protected] ARSlist: "Where the Answers Are" --_000_D6A3C9D35C65C14D8E7B5487609CD2A2252F1891E9MBX01ldschurc_ Content-Transfer-Encoding: quoted-printable Content-Type: text/html; charset="ISO-8859-1" ** <html xmlns:v=3D"urn:schemas-microsoft-com:vml" xmlns:o=3D"urn:schemas-micr= osoft-com:office:office" xmlns:w=3D"urn:schemas-microsoft-com:office:word" = xmlns:m=3D"http://schemas.microsoft.com/office/2004/12/omml"; xmlns=3D" http:= //www.w3.org/TR/REC-html40"> <head> <meta http-equiv=3DContent-Type content=3D"text/html; charset=3Dus-ascii"> <meta name=3DGenerator content=3D"Microsoft Word 12 (filtered medium)"> <style> <!-- /* Font Definitions */ @font-face {font-family:"Cambria Math"; panose-1:2 4 5 3 5 4 6 3 2 4;} @font-face {font-family:Calibri; panose-1:2 15 5 2 2 2 4 3 2 4;} @font-face {font-family:Tahoma; panose-1:2 11 6 4 3 5 4 4 2 4;} /* Style Definitions */ p.MsoNormal, li.MsoNormal, div.MsoNormal {margin:0in; margin-bottom:.0001pt; font-size:12.0pt; font-family:"Times New Roman","serif";} a:link, span.MsoHyperlink {mso-style-priority:99; color:blue; text-decoration:underline;} a:visited, span.MsoHyperlinkFollowed {mso-style-priority:99; color:purple; text-decoration:underline;} p {mso-style-priority:99; mso-margin-top-alt:auto; margin-right:0in; mso-margin-bottom-alt:auto; margin-left:0in; font-size:12.0pt; font-family:"Times New Roman","serif";} span.EmailStyle18 {mso-style-type:personal-reply; font-family:"Calibri","sans-serif"; color:#1F497D;} .MsoChpDefault {mso-style-type:export-only; font-size:10.0pt;} @page Section1 {size:8.5in 11.0in; margin:1.0in 1.0in 1.0in 1.0in;} div.Section1 {page:Section1;} --> </style> <!--[if gte mso 9]><xml> <o:shapedefaults v:ext=3D"edit" spidmax=3D"1026" /> </xml><![endif]--><!--[if gte mso 9]><xml> <o:shapelayout v:ext=3D"edit"> <o:idmap v:ext=3D"edit" data=3D"1" /> </o:shapelayout></xml><![endif]--> </head> <body lang=3DEN-US link=3Dblue vlink=3Dpurple> <div class=3DSection1> <p class=3DMsoNormal><span style=3D'font-size:11.0pt;font-family:"Calibri",= "sans-serif"; color:#1F497D'>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 manag= er in your set of Y managers that is not the manager of the assignee for that = particular ticket.<o:p></o:p></span></p> <p class=3DMsoNormal><span style=3D'font-size:11.0pt;font-family:"Calibri",= "sans-serif"; color:#1F497D'><o:p> </o:p></span></p> <p class=3DMsoNormal><span style=3D'font-size:11.0pt;font-family:"Calibri",= "sans-serif"; color:#1F497D'>Does that make sense? The idea of using the set of assignee managers for the tickets you’ve picked is mainly to be an ea= sy way to ensure that you’re picking a valid manager. However, the= re may be other ways to do it, including maintaining a list of managers that c= an be chosen from, or finding a way to determine that list automatically via t= he People form, etc.<o:p></o:p></span></p> <p class=3DMsoNormal><span style=3D'font-size:11.0pt;font-family:"Calibri",= "sans-serif"; color:#1F497D'><o:p> </o:p></span></p> <p class=3DMsoNormal><span style=3D'font-size:11.0pt;font-family:"Calibri",= "sans-serif"; color:#1F497D'>Lyle<o:p></o:p></span></p> <p class=3DMsoNormal><span style=3D'font-size:11.0pt;font-family:"Calibri",= "sans-serif"; color:#1F497D'><o:p> </o:p></span></p> <div style=3D'border:none;border-top:solid #B5C4DF 1.0pt;padding:3.0pt 0in = 0in 0in'> <p class=3DMsoNormal><b><span style=3D'font-size:10.0pt;font-family:"Tahoma= ","sans-serif"'>From:</span></b><span style=3D'font-size:10.0pt;font-family:"Tahoma","sans-serif"'> Action Request System discussion list(ARSList) [mailto:[email protected]] <b>On Behalf O= f </b>Joseph Kasell<br> <b>Sent:</b> Monday, January 25, 2010 2:13 PM<br> <b>To:</b> [email protected]<br> <b>Subject:</b> Random Email Recipient<o:p></o:p></span></p> </div> <p class=3DMsoNormal><o:p> </o:p></p> <p class=3DMsoNormal>** <o:p></o:p></p> <p>Hello listers!<br> <br> Received a heads-up of a possible requirement from management.<br> <br> They are emphasizing a quality review of help desk tickets and one idea wou= ld 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 c= ould be reviewed. At first I thought that this would be easy as I would use an i= dea 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 a= s to how I might randomly select another manager as an email recipient? Apprecia= te the help.<br> <br> BTW.....we're using ARS 7.0.01 and ITSM 6, and MSSQL 2005.<br> <br> Thank you!<br> <br> Joseph Kasell<br> <b>Global IT Services<br> Information Services</b><br> Navy Federal Credit Union<o:p></o:p></p> <p class=3DMsoNormal>_Platinum Sponsor: [email protected] ARSlist: "Where the Answers Are"_ <o:p></o:p></p> </div> <DIV> <p class=3DMsoNormal><span style=3D'font-size:7.0pt';font-family:&#= 39;"Helvetica","Tahoma","Arial","sans-serif"'><font color=3D"#666666"><= br><br> NOTICE: This email message is for the sole use of the intended reci= pient(s) and may contain confidential and privileged information. Any unaut= horized review, use, disclosure or distribution is prohibited. If you are n= ot the intended recipient, please contact the sender by reply email and des= troy all copies of the original message.</span><o:p></o:p></span></p><BR> </DIV></body> </html> _Platinum Sponsor: [email protected] ARSlist: "Where the Answers Are"_ --_000_D6A3C9D35C65C14D8E7B5487609CD2A2252F1891E9MBX01ldschurc_-- _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:[email protected] ARSlist: "Where the Answers Are"
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