Years ago I built a custom app in Remedy version 5 if I recall that was an on call calendar. It would show who was on call and what hours so you could also see if you had any gaps in your coverage. It was not the easiest of apps to build. Lots of headaches that might not exist in today's versions. But it can be done.
On Wed, Oct 5, 2011 at 10:03 PM, patchsk <[email protected]> wrote: > ** We have a custom built OnCall listing app built on remedy, where people > can edit the oncall information related to their groups, they also have the > ability to set start date and end date for oncall rotation. Our NOC will use > that oncall list to make manual calls to them if a critical ticket is not > set to Work In progress within 15 min. > Apart from that we have an integration with TelAlert to start the alerting > when a critical/high ticket is created to a support group. > Rules around alert escalation are built inside TelAlert to send alerts to > Oncall Primary, and after 15 min if the ticket is still not in WIP then to > oncall seconday and then to Manager etc.. > Upon ticket creation remedy does a runprocess command with ticket number > and support group to tell TelAlert to start sending alerts. > Upon ticket is resolved/reduced priority we have another runprocess command > to TelAlert to stop sending alerts. > We have created outlook mms-mailboxes for each support group, which > telalert uses to send alerts upon a signal from remedy. > _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_ > -- Brian Goralczyk Phone 574-643-1144 Email [email protected] _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are"
