Kevin: You *might* be able to use SLM notifications for this, and I think the thing you want to look at first is whether you can link these notifications via milestone to the service targets you're going to be using anyway. If you're going with Response and Resolution time targets, SLM might work for you. What you don't want to do is come up with a service target just to enable these notifications. That'll confuse the living daylights out of your end users.
I don't know at what point your notifications need to fire, but SLM lets you set all sorts of conditions for things to happen and I know we use it to send emails, though I don't remember offhand whether it is possible to use it to email anyone outside of Assigned Group members. You'd have to research that point. The other snag I can think of that you might run into has to do with message content, and it depends on what ticket-specific information (if any) your DL group members need. I know we pull in Customer Name, Desk Location, Customer Phone and Incident Summary, but we weren't able to pull in any of the target times. Because our SLAs are based on Priority, we were able to fudge our way around that with this kind of statement: "The RESPONSE target for this ticket is Y hours, and X hours of this goal have elapsed." Since you're looking at creating non-standard SLM notifications, that's something you'll probably want to look into fairly quickly to help you determine whether this option can work for you. Good luck! Natalie Stroud SAIC @ Sandia National Laboratories ARS-ITSM Tester Albuquerque, NM USA nkst...@sandia.gov<mailto:nkst...@sandia.gov> ITSM 7.6.04 SP2 - Windows 2008 - SQL Server 2008 From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Kevin Shaffer Sent: Monday, October 01, 2012 10:09 AM To: arslist@ARSLIST.ORG Subject: [EXTERNAL] Notification Recommendations ** ARS 7.6.04 SP 4 ITSM 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. Thanks Kevcin _attend WWRUG12 www.wwrug.com<http://www.wwrug.com> ARSlist: "Where the Answers Are"_ _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are"
