Support Group names are mapped to groups on the group form. If you want to email a Support Group, you need to lookup the group name on the group form. It is most likely going to be a number. Do your lookup against the Long Group Name
James On Feb 5, 2:03 pm, Lyle Taylor <[email protected]> wrote: > 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 atwww.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"
