Ron,
Try these steps:
1. The next time a User's record become "none", check the Last Modify BY, &
DATE.
This could show who, or most probably WHAT process, changed the records.
2. Turn on server Escalation logging, as your gremlin is probably an escalation
that gets 'fed' (run) after midnight
3. Add a filter that runs whenever the Notification field (DB.Notification !=
Notification) is changed.
The filter action could send you a notice with the $USER$ making the change.
4. As a temp fix, add an escalation to set the notification to 'Email' (If set
to 'None').
Schedule it for after the last over-night activity completes.
Happy hunting,
Joel
Joel Sender [email protected] 310.829.5552
-----Original Message-----
From: Action Request System discussion list(ARSList)
[mailto:[email protected]] On Behalf Of Ron Young
Sent: Friday, January 10, 2014 11:11 PM
To: [email protected]
Subject: Remedy Notification issue
(7,6 user, 8.1 Dev)
Wierd issue! On Over the holidays one of our departments stopped receiving
notification from when a work ticket was assigned to their group. I checked all
the users in that group and their notification was somehow changed to
none...not alart nor email. Theya are usually set to email so I changed it to
notification = email. I got a response from several in the group that it was
working great on Jan 6. Then yesterday I was at an off site meeting and then
today I was off so I was not able to touch anything at all on Remedy. Thing is,
several of the people let my group know that they stopped receiving
notifications again. Our dept.'s team-lead went in and looked at their accounts
and they were all set to none again. She changed it back to email and it worked
again with no problem. My question is...is there a gremlin that mysteriously
changes this stuff or what could be the case..what should I look into and how
can I make it stick permanently? I'm at a loss on this one. Has anyone seen
this type of issue?
Thanks,
Ron Young
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