We use the data from an application our web team build on our Intranet. Our Remedy db queries their db every 15 minutes to find out who is on call for each group and from there we have a custom form to store who is on call in case we lose connectivity to their db.
On the Help Desk form (v6) we have filters that page the on call automatically if the CTI is configured to page or the Priority is Urgent. We have escalations on the Help Desk form that will automatically go up the chain of command at intervals if an Urgent ticket is not responded to. Remedy calls HipLink for sending alpha messages to pagers and sending SMS messages to personal phones. We do not use many of the features beyond sending messages. It can be configured to store on duty groups, rotate groups, follow-me groups and escalation groups. Once we start integrating HipLink in to our ITSM 7.6 environment we may start using some more of these features? Jason On Mon, Oct 10, 2011 at 10:40 AM, Brian Goralczyk <[email protected]>wrote: > ** 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] > > _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_ > _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are"
