As someone else pointed out, notifications to the assigned group as supported out of the box. There should be not need to create a new filter to do what is already supported. If you are not seeing the notifications, you may need to adjust your notification settings so that it sends e-mails instead of alerts - Remedy comes preconfigured to send alerts by default instead of e-mails. You can change the default notification mechanism that Remedy uses by adjusting the Records in the "NTE:CFG-Notification Events" form. Search for records where the Notification Event Type is "System Default" and then modify them so that the "Remedy Notification Method" is "Email" instead of "Alert". After making that change, you'll probably find that you're now getting more notifications than you want and will probably end up turning some of them off.
Lyle From: Action Request System discussion list(ARSList) [mailto:[email protected]] On Behalf Of Thad K Esser Sent: Friday, February 05, 2010 10:45 AM To: [email protected] Subject: Re: Problem on qualification ** Gian, I cleaned out all references to My Company on my servers, but if I recall correctly, wasn't there a space between My and Company ("My Company" vs. "MyCompany")? That may be why your filter isn't firing. Also, get rid of the TR values. To check if assignment has changed: 'Assigned Group' != 'DB.Assigned Group' To check if the status has changed: 'Status' != 'DB.Status' And the status is currently "Assigned" 'Status' = "Assigned" Putting it all together: (('Status' != 'DB.Status' OR 'Assigned Group' != 'DB.Assigned Group')) AND 'Status' = "Assigned" AND 'Company' = "My Company" You state that you want an email to go out when a ticket is assigned to a group. So something to consider is that maybe the Status isn't relevant to the requirement. It would simplify the qualification: 'Assigned Group' != 'DB.Assigned Group' AND 'Company' = "My Company" Thad Esser Remedy Developer From: Gianluca Nieri <[email protected]> To: [email protected] Date: 02/05/2010 03:25 AM Subject: Problem on qualification Sent by: "Action Request System discussion list(ARSList)" <[email protected]> ________________________________ ** Hi all, I'm trying to send a message to the Assigned Group in Incident 7.1 when a ticket is assigned to a group. I set up this qualification: (('DB.Status'!='TR.Status') OR ('DB.Assigned Group' != 'TR.Assigned Group') and ('TR.Status'="Assigned") and ('Company'="MyCompany") Active on: Submit, Modify Notification mechanism: email User: Assigned Group Of course there is full of tickets who goes assigned for company MyCompany... but I see no mail... Any suggestion? Thanks in advance, Gian ps.: No, I don't want to user integrated mechanism... ;-) _Platinum Sponsor: [email protected] ARSlist: "Where the Answers Are"_ *IMPORTANT NOTICE: This communication, including any attachment, contains information that may be confidential or privileged, and is intended solely for the entity or individual to whom it is addressed. If you are not the intended recipient, you should delete this message and are hereby notified that any disclosure, copying, or distribution of this message is strictly prohibited. Nothing in this email, including any attachment, is intended to be a legally binding signature. * _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 all copies of the original message. _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:[email protected] ARSlist: "Where the Answers Are"
