ARS 7.6.04 SP 4ITSM 7.6.04 SP 2 My IT department is moving from another product
to Remedy. In the current product, they currently are able to send
notifications to interested parties that are not the customer, the contact, the
assigned individual or the owner group. The notifications can be driven by
Status, Categorization and/or Priority. For example: If Incident A has a Tier
1 of Termination and Priority is Medium and it is assigned to the Service Desk,
then an external DL called HR would like to be notified. I hae been given a
mandate of no customizations, but this may have to be something that slides.
Is there a solution OOTB without customization? I can think of the following:
1. Hardcode Custom Filters and specify my criteria in the Run If - (Hate this
option)2. Build a custom "Notification Module" to allow the flexibility to
build out these requirements with configuration. (Don't really have the time in
the project timelines for this option)3. Use SLM (not sure this is what SLM
was intended for)4. Upgrade to 8.x and use the RBE - Rule Based Engine (not an
option to upgrade)5. Use the Email System link on the Incident and enforce
with process (there are too many processes that the service desk would need to
know)6. Other (I haven't thought of another option) Any advice would be
appreciated. ThanksKevcin
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