Approval Engine/Notifications
All, This is on ITSM 9.1/Change. Our change implementation has a few "system" approvers, but there are almost always a range of manually added approvers added to each change. When an approval entry is added to a change, the approval engine sends out a notification to the user(s) asking for approval, regardless of the stage that the change is at (ie. Draft, Scheduled For Review, Planning in Progress). We are intending to lock down the approval processes so that they can only be approved once a change is at scheduled for approval (which is our only approval stage). We are therefore wanting to send out a secondary notification once a change reaches scheduled for approval - from the approval engine documentation I should be able to use a run process with (which is taken straight from the manual) : Application-Command Approval Sig-Notify -s "" -e "$Signature ID$" Except that it doesn't appear to be doing anything. Do we need to configure another entry in the NTE:Notification Messages form to support this message? The manual doesn't make it particularly clear! Regards Dave Barber -- ARSList mailing list ARSList@arslist.org https://mailman.rrr.se/cgi/listinfo/arslist
MyIT email notifications - alternative place to check
Hi listers, Do all MyIT email notifications get listed in the MyIT Admin Social tab? Our PoC environment can't be smtp-enabled so we are trying to find alternatives. Is there an equivalent of Remedy's *AR System Email Messages* for MyIT? Regards, Maheshwari L ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
Timestamp in email template based notifications
Hi all, The server is located in CET timezone and we have customers globally. In the template based outgoing email notifications, timestamp shows in CET format. I want to display timestamp in GMT format instead of CET. Please let me know if this can be achieved. Regards, Robin ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
Re: Email notifications throws error - Remedy 9
Thanks. That worked. I cleared out the credentials and tested. All the mailboxes worked as expected. Thanks! Kaur ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
Re: Email notifications throws error - Remedy 9
SMTP ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
Re: Email notifications throws error - Remedy 9
We faced one issue related to mailbox config in 9.1 but not sure if its related to this. In our env after upgrade of ARS mails were staying in email messages with status Yes instead of sent. The same configuration was working in 8.1 SP2. Finally we got to know from BMC that there is some defect in email engine that doesn't support some auth mechanism if you have username and password populated in config. We then cleared out both and restarted email engine and then finally emails were started flowing from the systemđ -Original Message- From: "Su Kaur" Sent: â17-â05-â2016 09:31 PM To: "arslist@ARSLIST.ORG" Subject: Re: Email notifications throws error - Remedy 9 I agree LJ. Looks like something is wrong with the mailbox configs but these are working on prod. I took arx backup of mailbox configs from prod and imported on remedy 9. The password and user account fields are intact. Not sure what went wrong during import. Thanks! Kaur ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years" ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
Re: Email notifications throws error - Remedy 9
I suspect issue is because of following things 1) Does both of the email engine are running I mean prod and imported 9 email engine. If both email engine running there could chance that exchange is rejecting request which might cause auth failure. 2) Instead of importing arx, Can you please try to create manually mailbox and see the result. Hope this will help. Thanks Parshuram -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Su Kaur Sent: 17 May 2016 9:27 PM To: arslist@ARSLIST.ORG Subject: Re: Email notifications throws error - Remedy 9 I agree LJ. Looks like something is wrong with the mailbox configs but these are working on prod. I took arx backup of mailbox configs from prod and imported on remedy 9. The password and user account fields are intact. Not sure what went wrong during import. Thanks! Kaur ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years" ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
Re: Email notifications throws error - Remedy 9
What protocol are you sending with (SMTP, MAPI, etc.)? On Tue, May 17, 2016, 9:01 AM Su Kaur wrote: > I agree LJ. > Looks like something is wrong with the mailbox configs but these are > working on prod. I took arx backup of mailbox configs from prod and > imported on remedy 9. The password and user account fields are intact. Not > sure what went wrong during import. > > > Thanks! > Kaur > > > ___ > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org > "Where the Answers Are, and have been for 20 years" > ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
Re: Email notifications throws error - Remedy 9
I agree LJ. Looks like something is wrong with the mailbox configs but these are working on prod. I took arx backup of mailbox configs from prod and imported on remedy 9. The password and user account fields are intact. Not sure what went wrong during import. Thanks! Kaur ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
Re: Email notifications throws error - Remedy 9
So, it seems that the ones that are throwing errors have error in configuration, one where the 'from' is not allowed, and the other where the user/pass combination is wrong. Now...based on your statement that these are the same configs as used in Prodthen one can expect that something is different between the two, or that they aren't working in prod either...not entirely sure...but, those don't sound like something wrong with 9, they sound like something wrong with the mailbox configs :) On Mon, May 16, 2016 at 10:49 PM, Su Kaur wrote: > ** > > Notification either returns an âErrorâ with âClient does not have > permissions to send as this sender' in email logs OR just sits in email > messages with âSend Message->Yesâ and âAuthentication unsuccessfulâ error > in email logs. > > Thanks! > Kaur > > On May 16, 2016, at 1:55 PM, LJ LongWing > wrote: > > ** > Kaur, > What is the error if you go look at it? > > On Sun, May 15, 2016 at 8:13 PM, Su Kaur wrote: > >> Hello All, >> >> We have a remedy 9 test environment having all the mailbox configurations >> copied from current prod 7.6. >> Its a customized environment with 10 outgoing mailboxes. >> Some mailboxes are throwing error and the email just sits in the AR >> System Email Messages with status as "Send Message ->Error" >> Others are working fine and the notification goes out from remedy to the >> requester's inbox. >> >> What could be the possible reason? >> Can we have same mailbox configuration on two remedy servers at the same >> time? >> >> Thanks! >> Kaur >> >> >> ___ >> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org >> "Where the Answers Are, and have been for 20 years" >> > > _ARSlist: "Where the Answers Are" and have been for 20 years_ > > _ARSlist: "Where the Answers Are" and have been for 20 years_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
Re: Email notifications throws error - Remedy 9
Notification either returns an âErrorâ with âClient does not have permissions to send as this sender' in email logs OR just sits in email messages with âSend Message->Yesâ and âAuthentication unsuccessfulâ error in email logs. Thanks! Kaur > On May 16, 2016, at 1:55 PM, LJ LongWing wrote: > > ** > Kaur, > What is the error if you go look at it? > >> On Sun, May 15, 2016 at 8:13 PM, Su Kaur wrote: >> Hello All, >> >> We have a remedy 9 test environment having all the mailbox configurations >> copied from current prod 7.6. >> Its a customized environment with 10 outgoing mailboxes. >> Some mailboxes are throwing error and the email just sits in the AR System >> Email Messages with status as "Send Message ->Error" >> Others are working fine and the notification goes out from remedy to the >> requester's inbox. >> >> What could be the possible reason? >> Can we have same mailbox configuration on two remedy servers at the same >> time? >> >> Thanks! >> Kaur >> >> ___ >> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org >> "Where the Answers Are, and have been for 20 years" > > _ARSlist: "Where the Answers Are" and have been for 20 years_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
Re: Email notifications throws error - Remedy 9
I have imported the email mailbox configuration with password field from current prod 7.6 to test system 9.0.1. I get following message in email error logs "Authentication unsuccessful. Client does not have permissions to send as this sender" If I update the mailbox configuration record and use a different mailbox/user name and password, that works without any issues. Also, remedy stops sending notifications after 15-20 mins of turning ON the email engine. After that, emails just sits in Email Messages and I will have to restart the email engine to kick off these notifications. P.S. Upgrade was successful with email engine warnings. We had to manually import 'AR_Email_Workflow.def' file. Thanks! Kaur ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
Re: Email notifications throws error - Remedy 9
Kaur, What is the error if you go look at it? On Sun, May 15, 2016 at 8:13 PM, Su Kaur wrote: > Hello All, > > We have a remedy 9 test environment having all the mailbox configurations > copied from current prod 7.6. > Its a customized environment with 10 outgoing mailboxes. > Some mailboxes are throwing error and the email just sits in the AR System > Email Messages with status as "Send Message ->Error" > Others are working fine and the notification goes out from remedy to the > requester's inbox. > > What could be the possible reason? > Can we have same mailbox configuration on two remedy servers at the same > time? > > Thanks! > Kaur > > > ___ > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org > "Where the Answers Are, and have been for 20 years" > ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
Re: Email notifications throws error - Remedy 9
Hi, Do they not have an accompanying error message? Anything in the email error logs? What happens if you change them to "Send" again. Do they always get back to "Error"? Have you tried running with debug logging turned on? There should not be any problems with two identical setups for outgoing emails. The only problem should be incoming emails where the two servers will compete for parsing/getting the messages. Best Regards - Misi, RRR AB, http://www.rrr.se (ARSList MVP 2011) Ask the Remedy Licensing Experts (Best R.O.I. Award at WWRUG10/11/12/13): * RRR|License - Not enough Remedy licenses? Save money by optimizing. * RRR|Log - Performance issues or elusive bugs? Analyze your Remedy logs. Find these products, and many free tools and utilities, at http://rrr.se. > Hello All, > > We have a remedy 9 test environment having all the mailbox configurations > copied from current prod 7.6. > Its a customized environment with 10 outgoing mailboxes. > Some mailboxes are throwing error and the email just sits in the AR System > Email Messages with status as "Send Message ->Error" > Others are working fine and the notification goes out from remedy to the > requester's inbox. > > What could be the possible reason? > Can we have same mailbox configuration on two remedy servers at the same time? > > Thanks! > Kaur > > ___ > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org > "Where the Answers Are, and have been for 20 years" > ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
Email notifications throws error - Remedy 9
Hello All, We have a remedy 9 test environment having all the mailbox configurations copied from current prod 7.6. Its a customized environment with 10 outgoing mailboxes. Some mailboxes are throwing error and the email just sits in the AR System Email Messages with status as "Send Message ->Error" Others are working fine and the notification goes out from remedy to the requester's inbox. What could be the possible reason? Can we have same mailbox configuration on two remedy servers at the same time? Thanks! Kaur ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
Re: Getting an email from NTE Notifications in both HTML and Plain txt
** Bryan,You seem to have two notifications firing, one from template and one from the regular notification. Query SYS:Notification Messages to find the message you are receiving this way. It would be triggered by a filter that ends in _Tag. Query AP:Notification and see if there is a different message there. My hunch is there is one firing from Approval workflow and one from form workflow.Kelly Deaverke...@kellydeaver.com (Business mail)kdea...@kellydeaver.com (arslist mail) Original Message Subject: Getting an email from NTE Notifications in both HTML and Plain txt From: Bryan Stevenson <cbs...@msn.com> Date: Thu, April 21, 2016 11:36 am To: arslist@ARSLIST.ORG Currently have an NTE Event configured to send an email when a Knowledge Article goes to Retire Approval. This notification uses an email template. An email is generated from NTE notification events and the email is being sent out as both HTML and Plain txt format. I only want to see the HTML formatted email and not the plain txt email. Has anyone encountered this before and can you provide a solution to the issue. Thanks, Bryan cbs...@msn.com ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years" _ARSlist: "Where the Answers Are" and have been for 20 years_
Getting an email from NTE Notifications in both HTML and Plain txt
Currently have an NTE Event configured to send an email when a Knowledge Article goes to Retire Approval. This notification uses an email template. An email is generated from NTE notification events and the email is being sent out as both HTML and Plain txt format. I only want to see the HTML formatted email and not the plain txt email. Has anyone encountered this before and can you provide a solution to the issue. Thanks, Bryan cbs...@msn.com ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
Re: Add fields to OTB notifications
I believe in 7.6.4 there is a whitepaper on the Notification Engine that describes adding another field. As Misi noted the critical step is updating the filters that process the field tags in a template and substitute the field values from the 'SYS:Notification Messages' form. So the broad steps are: 1. Find (or add with workflow that sets it) the field you want to add to your template(s) on SYS:Notification Messages. 2. Determine a tag to use for this field (one that doesn't match any others currently used for other fields). Note that there may already be a tag for this field that is used in other applications. It's worth checking template menus for other apps to see if it is already in use for consistency's sake. 3. (Optional) Update the template form menus to add your new tag (I recommend this so you are sure the tag is typed in correctly, and again for consistency). 4. Update the filters that run the substitutions for the templates that you will be using the tag on. If it's just one field you can probably just add another Set Fields action on one of the current filters. If its a few you may want to add a new filter on the current list. On Tue, Apr 12, 2016 at 11:50 AM, Misi Mladoniczky wrote: > Hi, > > This is a little complicated, and the OTB solution in 7.6.04 is not > pretty... > > I ones created a general purpose solution to be able to add any field with > only a few display-only-fields and filters if I remember right. > > But if you are only after one field, it might be easier to reverse engineer > the OTB solution and add your field there amongst the other > REPLACE-functions... > > Best Regards - Misi, RRR AB, http://rrr.se > > > Hi All > > > > I have been asked to add a couple of fields to the Group and Assignee > > notifications. One in particular is Company. Using the OTB > Notifications, how > > I would add Company? The field is not available from the menus on the > > SYS:Notification Messages form. The menu traces back to the SYS:Form > Field > > Selection form. Do I just need to add a record there and then select > from the > > menu on the SYS:Notification Messages form? Or is there more to do? If > any one > > has a step by step list for this, it would be most appreciated. > > > > ARS 7.6.04 > > ITSM 7.6.04 > > > > ZThanks > > Mark > > > > Mark Brittain > > Sr. Systems Engineer - ITSM > > ITILv3 Foundation, Continual Service Improvement > > NaviSite, Inc. - A Time Warner Cable Company > > mbritt...@navisite.com<mailto:mbritt...@navisite.com> > > Office: 315.634.9337 > > Mobile: 315.882.5360 > > [navsig] > > > > > > > > > > This E-mail and any of its attachments may contain Time Warner Cable > > proprietary information, which is privileged, confidential, or subject to > > copyright belonging to Time Warner Cable. This E-mail is intended solely > for > > the use of the individual or entity to which it is addressed. If you are > not > > the intended recipient of this E-mail, you are hereby notified that any > > dissemination, distribution, copying, or action taken in relation to the > > contents of and attachments to this E-mail is strictly prohibited and > may be > > unlawful. If you have received this E-mail in error, please notify the > sender > > immediately and permanently delete the original and any copy of this > E-mail > > and any printout. > > > > > ___ > > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org > > "Where the Answers Are, and have been for 20 years" > > > > > ___ > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org > "Where the Answers Are, and have been for 20 years" > -- Kelly Logan Senior Consultant Rapid Technologies, Inc. <http://www.raptek.com> Office: 313-651-7169 Cell: 313-645-4552 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
Re: Add fields to OTB notifications
Hi, This is a little complicated, and the OTB solution in 7.6.04 is not pretty... I ones created a general purpose solution to be able to add any field with only a few display-only-fields and filters if I remember right. But if you are only after one field, it might be easier to reverse engineer the OTB solution and add your field there amongst the other REPLACE-functions... Best Regards - Misi, RRR AB, http://rrr.se > Hi All > > I have been asked to add a couple of fields to the Group and Assignee > notifications. One in particular is Company. Using the OTB Notifications, how > I would add Company? The field is not available from the menus on the > SYS:Notification Messages form. The menu traces back to the SYS:Form Field > Selection form. Do I just need to add a record there and then select from the > menu on the SYS:Notification Messages form? Or is there more to do? If any one > has a step by step list for this, it would be most appreciated. > > ARS 7.6.04 > ITSM 7.6.04 > > ZThanks > Mark > > Mark Brittain > Sr. Systems Engineer - ITSM > ITILv3 Foundation, Continual Service Improvement > NaviSite, Inc. - A Time Warner Cable Company > mbritt...@navisite.com<mailto:mbritt...@navisite.com> > Office: 315.634.9337 > Mobile: 315.882.5360 > [navsig] > > > > > This E-mail and any of its attachments may contain Time Warner Cable > proprietary information, which is privileged, confidential, or subject to > copyright belonging to Time Warner Cable. This E-mail is intended solely for > the use of the individual or entity to which it is addressed. If you are not > the intended recipient of this E-mail, you are hereby notified that any > dissemination, distribution, copying, or action taken in relation to the > contents of and attachments to this E-mail is strictly prohibited and may be > unlawful. If you have received this E-mail in error, please notify the sender > immediately and permanently delete the original and any copy of this E-mail > and any printout. > > ___ > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org > "Where the Answers Are, and have been for 20 years" > ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
Add fields to OTB notifications
Hi All I have been asked to add a couple of fields to the Group and Assignee notifications. One in particular is Company. Using the OTB Notifications, how I would add Company? The field is not available from the menus on the SYS:Notification Messages form. The menu traces back to the SYS:Form Field Selection form. Do I just need to add a record there and then select from the menu on the SYS:Notification Messages form? Or is there more to do? If any one has a step by step list for this, it would be most appreciated. ARS 7.6.04 ITSM 7.6.04 ZThanks Mark Mark Brittain Sr. Systems Engineer - ITSM ITILv3 Foundation, Continual Service Improvement NaviSite, Inc. - A Time Warner Cable Company mbritt...@navisite.com<mailto:mbritt...@navisite.com> Office: 315.634.9337 Mobile: 315.882.5360 [navsig] This E-mail and any of its attachments may contain Time Warner Cable proprietary information, which is privileged, confidential, or subject to copyright belonging to Time Warner Cable. This E-mail is intended solely for the use of the individual or entity to which it is addressed. If you are not the intended recipient of this E-mail, you are hereby notified that any dissemination, distribution, copying, or action taken in relation to the contents of and attachments to this E-mail is strictly prohibited and may be unlawful. If you have received this E-mail in error, please notify the sender immediately and permanently delete the original and any copy of this E-mail and any printout. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
Sending notifications to Additional contacts
Hi Guys, When a new incident is created a "CustomerReceiptConfirmation" email is sent to the end customer. I have been asked a few times now why it is not possible by default to add additional people to this email and I don't have a good answer. The use cases are usually based around two scenarios: Case 1 - Customers want additional people to be kept informed of particular incidents - customer IT staff logging the call but would like an end user or manager copied on all emails as well. Case 2 - Person X wants copied on the ReceiptConfirmation email for every incident for a particular company - we are multitenant service provider so this would be service managers looking to know about each call logged for their high priority customers. Case 1 workaround has been manual emails and for Case 2 we have been using SVT milestones. Both not ideal. Initially I thought I could utilise the workflow that pushes the customers email address to Process Control and amend to the email address - but I cant do that as checks are performed in process control for notification preferences etc. Anyone crossed this bridge before and care to share their strategy? Thanks T ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
Re: Group Notifications
Have you checked the underlying CTM support group data? It sounds like their may be some corrupted entries for this support group that are not getting cleared out and rewritten when you delete and add the members. On Mon, Feb 1, 2016 at 6:45 PM, Warren R. Baltimore II < warrenbaltim...@gmail.com> wrote: > ** > I checked and we're ok there. I think the key to this issue is that only > some of the people in the group are affected. Others still get the Group > Notifications. > > Thanks for the suggestion Marcelo! > > On Mon, Feb 1, 2016 at 4:14 PM, Martinez, Marcelo A > wrote: > >> ** >> >> I had the same issue after upgrading. >> >> Check SYS:Notification Messages for Offline records >> >> >> >> >> >> >> >> *From:* Action Request System discussion list(ARSList) [mailto: >> arslist@ARSLIST.ORG] *On Behalf Of *Warren R. Baltimore II >> *Sent:* Monday, February 01, 2016 2:55 PM >> *To:* arslist@ARSLIST.ORG >> *Subject:* Group Notifications >> >> >> >> ** >> >> I've got a bit of a connundrum >> >> 2 weeks ago, we upgraded from ARS/ITSM 7.6.04 to 9.0.01 (Windows 2008 >> servers and SQL 2008). >> >> After the upgrade we began to receive complaints from our users (not all) >> that they were no longer receiving notifications from Remedy. These seem >> to be Group Notifications that are affected. >> >> I have on support group that has 4 members. All Group Notifications that >> are triggered by ITSM are only being sent to 1 member of the group. >> >> I tried removing the individuals from the group. No luck. >> >> I verified that all are set up for email notifications. >> >> Anybody ever run into a similar issue? I've not been able to find >> anything on Support Central that has been helpful. >> >> Thanks in advance! >> >> >> -- >> >> Warren R. Baltimore II >> Remedy Developer >> 410-533-5367 >> >> _ARSlist: "Where the Answers Are" and have been for 20 years_ >> _ARSlist: "Where the Answers Are" and have been for 20 years_ > > > > > -- > Warren R. Baltimore II > Remedy Developer > 410-533-5367 > _ARSlist: "Where the Answers Are" and have been for 20 years_ > -- Kelly Logan Senior Consultant Rapid Technologies, Inc. <http://www.raptek.com> Office: 313-651-7169 Cell: 313-645-4552 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
Re: Group Notifications
I checked and we're ok there. I think the key to this issue is that only some of the people in the group are affected. Others still get the Group Notifications. Thanks for the suggestion Marcelo! On Mon, Feb 1, 2016 at 4:14 PM, Martinez, Marcelo A wrote: > ** > > I had the same issue after upgrading. > > Check SYS:Notification Messages for Offline records > > > > > > > > *From:* Action Request System discussion list(ARSList) [mailto: > arslist@ARSLIST.ORG] *On Behalf Of *Warren R. Baltimore II > *Sent:* Monday, February 01, 2016 2:55 PM > *To:* arslist@ARSLIST.ORG > *Subject:* Group Notifications > > > > ** > > I've got a bit of a connundrum > > 2 weeks ago, we upgraded from ARS/ITSM 7.6.04 to 9.0.01 (Windows 2008 > servers and SQL 2008). > > After the upgrade we began to receive complaints from our users (not all) > that they were no longer receiving notifications from Remedy. These seem > to be Group Notifications that are affected. > > I have on support group that has 4 members. All Group Notifications that > are triggered by ITSM are only being sent to 1 member of the group. > > I tried removing the individuals from the group. No luck. > > I verified that all are set up for email notifications. > > Anybody ever run into a similar issue? I've not been able to find > anything on Support Central that has been helpful. > > Thanks in advance! > > > -- > > Warren R. Baltimore II > Remedy Developer > 410-533-5367 > > _ARSlist: "Where the Answers Are" and have been for 20 years_ > _ARSlist: "Where the Answers Are" and have been for 20 years_ -- Warren R. Baltimore II Remedy Developer 410-533-5367 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
Re: Group Notifications
I had the same issue after upgrading. Check SYS:Notification Messages for Offline records From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Warren R. Baltimore II Sent: Monday, February 01, 2016 2:55 PM To: arslist@ARSLIST.ORG Subject: Group Notifications ** I've got a bit of a connundrum 2 weeks ago, we upgraded from ARS/ITSM 7.6.04 to 9.0.01 (Windows 2008 servers and SQL 2008). After the upgrade we began to receive complaints from our users (not all) that they were no longer receiving notifications from Remedy. These seem to be Group Notifications that are affected. I have on support group that has 4 members. All Group Notifications that are triggered by ITSM are only being sent to 1 member of the group. I tried removing the individuals from the group. No luck. I verified that all are set up for email notifications. Anybody ever run into a similar issue? I've not been able to find anything on Support Central that has been helpful. Thanks in advance! -- Warren R. Baltimore II Remedy Developer 410-533-5367 _ARSlist: "Where the Answers Are" and have been for 20 years_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
Group Notifications
I've got a bit of a connundrum 2 weeks ago, we upgraded from ARS/ITSM 7.6.04 to 9.0.01 (Windows 2008 servers and SQL 2008). After the upgrade we began to receive complaints from our users (not all) that they were no longer receiving notifications from Remedy. These seem to be Group Notifications that are affected. I have on support group that has 4 members. All Group Notifications that are triggered by ITSM are only being sent to 1 member of the group. I tried removing the individuals from the group. No luck. I verified that all are set up for email notifications. Anybody ever run into a similar issue? I've not been able to find anything on Support Central that has been helpful. Thanks in advance! -- Warren R. Baltimore II Remedy Developer 410-533-5367 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
Sending default notifications to additional contacts
Hi Guys, (ITSM v8.1) Anyone any ideas how I could send default incident notifications to additional people based on the company of the Incident? I would like to send all default notifications (new call, call resolved etc) to a particular person based on the company selected (we are multi-tenant). Currently I do this via a SVT milestones but it is very cumbersome to keep updated. A previous Remedy admin had told me he thinks it is possible to do OOTB but I cannot find any such functionality. Any ideas? Thanks Tony ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
Re: Notifications for Purchase Requisitions?
Thanks Sandra, The only notification event I see in the system for the Purchase Requisition module is: - Place Order Notification And it doesn't appear to be firing when an order is supposed to be placed. On Tue, Nov 3, 2015 at 10:40 AM Hennigan, Sandra, CTR, DSS [via ARS (Action Request System)] wrote: > In 8.1.01, there are 6 SYS:Notification Messages for the Purchase > Requisition module: > > Assignment > Re- Assignment > Place Order Notification > Purchase Line Item Cancelled > Purchase Line Item Reduced > Request Pricing > > The Asset management module has other notifications that somewhat blend > into > the Change & Purchase Requisition modules. Task notifications can make up > another block of messages. > > Thank you, > > Sandra > > > -Original Message- > From: Action Request System discussion list(ARSList) > [mailto:[hidden email] > <http:///user/SendEmail.jtp?type=node&node=123310&i=0>] On Behalf Of > jjohnson > Sent: Tuesday, November 03, 2015 9:43 AM > To: [hidden email] <http:///user/SendEmail.jtp?type=node&node=123310&i=1> > Subject: Notifications for Purchase Requisitions? > > Is there a reason that there are no notifications for the purchase > requisition module anymore? How are the various roles supposed to know > that > a record is available for them to work on? > > > > -- > View this message in context: > > http://ars-action-request-system.1.n7.nabble.com/Notifications-for-Purchase- > Requisitions-tp123309.html > Sent from the ARS (Action Request System) mailing list archive at > Nabble.com. > > > > ___ > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the > Answers > Are, and have been for 20 years" > > ___ > > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org > "Where the Answers Are, and have been for 20 years" > > *smime.p7s* (7K) Download Attachment > <http://ars-action-request-system.1.n7.nabble.com/attachment/123310/0/smime.p7s> > > > -- > If you reply to this email, your message will be added to the discussion > below: > > http://ars-action-request-system.1.n7.nabble.com/Notifications-for-Purchase-Requisitions-tp123309p123310.html > To unsubscribe from Notifications for Purchase Requisitions?, click here > <http://ars-action-request-system.1.n7.nabble.com/template/NamlServlet.jtp?macro=unsubscribe_by_code&node=123309&code=c3BlYXJtaW50LmxhbmVAZ21haWwuY29tfDEyMzMwOXwxMjg3NjM2MTcy> > . > NAML > <http://ars-action-request-system.1.n7.nabble.com/template/NamlServlet.jtp?macro=macro_viewer&id=instant_html%21nabble%3Aemail.naml&base=nabble.naml.namespaces.BasicNamespace-nabble.view.web.template.NabbleNamespace-nabble.view.web.template.NodeNamespace&breadcrumbs=notify_subscribers%21nabble%3Aemail.naml-instant_emails%21nabble%3Aemail.naml-send_instant_email%21nabble%3Aemail.naml> > -- View this message in context: http://ars-action-request-system.1.n7.nabble.com/Notifications-for-Purchase-Requisitions-tp123309p123311.html Sent from the ARS (Action Request System) mailing list archive at Nabble.com. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
Re: Notifications for Purchase Requisitions?
In 8.1.01, there are 6 SYS:Notification Messages for the Purchase Requisition module: Assignment Re- Assignment Place Order Notification Purchase Line Item Cancelled Purchase Line Item Reduced Request Pricing The Asset management module has other notifications that somewhat blend into the Change & Purchase Requisition modules. Task notifications can make up another block of messages. Thank you, Sandra -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of jjohnson Sent: Tuesday, November 03, 2015 9:43 AM To: arslist@ARSLIST.ORG Subject: Notifications for Purchase Requisitions? Is there a reason that there are no notifications for the purchase requisition module anymore? How are the various roles supposed to know that a record is available for them to work on? -- View this message in context: http://ars-action-request-system.1.n7.nabble.com/Notifications-for-Purchase- Requisitions-tp123309.html Sent from the ARS (Action Request System) mailing list archive at Nabble.com. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years" ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years" smime.p7s Description: S/MIME cryptographic signature
Notifications for Purchase Requisitions?
Is there a reason that there are no notifications for the purchase requisition module anymore? How are the various roles supposed to know that a record is available for them to work on? -- View this message in context: http://ars-action-request-system.1.n7.nabble.com/Notifications-for-Purchase-Requisitions-tp123309.html Sent from the ARS (Action Request System) mailing list archive at Nabble.com. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
Re: Turning off general ticket notifications from ITSM modules during a transaction..
Yes I was just looking for the filter names. I agree with you not having to modify if you do not need to and attempting to set the message tag to null before the execution of this filter. At this point I do not know how many use cases I might have either - on the face of it, it looks like just 2, but will need to think it over. Either which way - either setting that tag to null or overlaying the filter and adding conditions to it seem like the way to get there. I think I will lean more on setting the tag to null if it is easy to determine the execution order for that is - since both these filters for IM and CM are part of a guide, will need to check what order that guide is called from. Thanks for the answers. This helps. Joe _ From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of JD Hood Sent: Friday, August 21, 2015 10:28 AM To: arslist@ARSLIST.ORG Subject: Re: Turning off general ticket notifications from ITSM modules during a transaction.. ** Hi Joe, I have not tried this, but the Run-If on HPD:INC:NotificationGenerator_899_PNPC`! is simply: 'z1D Notification Message Tag' != $NULL$ So the first thing I would try is building the workflow to monitor for your conditions where a notification should *not* fire (on submit, modify, whatever) and then make sure you $NULL$ 'z1D Notification Message Tag' before execution order 899. The first evaluation in your Run-If(s) should be 'z1D Notification Message Tag' != $NULL$, which means a notification is about to fire. So your Run-If(s) should be something along the lines of: 'z1D Notification Message Tag' != $NULL$ AND (any other field conditions where you do *not* want notifications to fire). Your one action would be a set fields mapping of: 'z1D Notification Message Tag' value of $NULL$ This is the first thing that comes to mind if I needed to do this with custom filters and avoid having to overlay & modify OOB filters. Not sure how many conditions and use-cases you need to monitor for, but I would try to have them all fire as close to execution order 899 as I could, just to be sure. Best of luck with it! -JDHood On Fri, Aug 21, 2015 at 9:51 AM, Joe D'Souza wrote: ** Is that the only filter that controls ALL (customer, support, etc.) notifications? Joe _ From: Mohammad Rehman [mailto:mareh...@gmail.com] Sent: Thursday, August 20, 2015 5:27 PM To: Remedy ARS Cc: arslist@arslist.org; jdso...@shyle.net Subject: Re: Turning off general ticket notifications from ITSM modules during a transaction.. Joe, I have similar case customization on Incident notifications. With My requirements I had to create overlay on notification filters to add the value. But If you simply want to send notification yes / no then you will have to modify one filter to set the qualification your new notification field value. Here is what i have done. custom field notification along with selection values. Filter to add your notification field in qualifications HPD:INC:NotificationGenerator_899_PNPC`! -Mohammad On Thursday, August 20, 2015 at 12:41:18 PM UTC-7, Joe D'Souza wrote: ** Is there a flag somewhere on the IM, CM, etc. modules that can be set during the transaction to not send out a notification, overriding the settings for notifications for that ticket? Due to the nature of one of my requirement, I would know if a notification must be or shouldn't be sent only during update. The problem is I do want the OTB notifications to happen as they should, but I need the ability to programmatically turn it off for a certain transaction if it meets a particular criteria - a criteria that that mostly depends on custom fields that will be created. I would prefer not to touch the OTB filters / workflow that sends those notifications but rather override what is set by that workflow by setting a value into a OTB field that signals no notifications action for that particular transaction. Is there an OTB field that might be able to control that? Joe _ARSlist: "Where the Answers Are" and have been for 20 years_ _ARSlist: "Where the Answers Are" and have been for 20 years_ _ARSlist: "Where the Answers Are" and have been for 20 years_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
Re: Turning off general ticket notifications from ITSM modules during a transaction..
Awesome.. that was more or less what I was looking for without having to turn on the Filter workflow.. Thank you - I'll check these out. Joe _ From: Mohammad Rehman [mailto:mareh...@gmail.com] Sent: Friday, August 21, 2015 11:20 AM To: Remedy ARS Cc: arslist@arslist.org; jdso...@shyle.net Subject: Re: Turning off general ticket notifications from ITSM modules during a transaction.. Joe, Yes, every notification filter on help desk calls guide after setting the notification tag and this is the only filter in the guide. If you set the qualification in this filter as per your requirement. For change notification look at this filter CHG:CRQ:NotificationGenerator_899_ModifyNotificationProcessControl`! As you know if there are custom notification filters then those need to be taken care as well to implement your requirements. On Friday, August 21, 2015 at 6:52:00 AM UTC-7, Joe D'Souza wrote: ** Is that the only filter that controls ALL (customer, support, etc.) notifications? Joe _ From: Mohammad Rehman [mailto:mare...@gmail.com ] Sent: Thursday, August 20, 2015 5:27 PM To: Remedy ARS Cc: ars...@arslist.org ; jds...@shyle.net Subject: Re: Turning off general ticket notifications from ITSM modules during a transaction.. Joe, I have similar case customization on Incident notifications. With My requirements I had to create overlay on notification filters to add the value. But If you simply want to send notification yes / no then you will have to modify one filter to set the qualification your new notification field value. Here is what i have done. custom field notification along with selection values. <https://groups.google.com/group/arslist/attach/5175d867c8776/image001.gif?p art=0.1&authuser=0> Filter to add your notification field in qualifications HPD:INC:NotificationGenerator_899_PNPC`! -Mohammad On Thursday, August 20, 2015 at 12:41:18 PM UTC-7, Joe D'Souza wrote: ** Is there a flag somewhere on the IM, CM, etc. modules that can be set during the transaction to not send out a notification, overriding the settings for notifications for that ticket? Due to the nature of one of my requirement, I would know if a notification must be or shouldn't be sent only during update. The problem is I do want the OTB notifications to happen as they should, but I need the ability to programmatically turn it off for a certain transaction if it meets a particular criteria - a criteria that that mostly depends on custom fields that will be created. I would prefer not to touch the OTB filters / workflow that sends those notifications but rather override what is set by that workflow by setting a value into a OTB field that signals no notifications action for that particular transaction. Is there an OTB field that might be able to control that? Joe _ARSlist: "Where the Answers Are" and have been for 20 years_ _ARSlist: "Where the Answers Are" and have been for 20 years_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
Re: Turning off general ticket notifications from ITSM modules during a transaction..
Hi Joe, I have not tried this, but the Run-If on HPD:INC:NotificationGenerator_899_PNPC`! is simply: 'z1D Notification Message Tag' != $NULL$ So the first thing I would try is building the workflow to monitor for your conditions where a notification should *not* fire (on submit, modify, whatever) and then make sure you $NULL$ 'z1D Notification Message Tag' before execution order 899. The first evaluation in your Run-If(s) should be 'z1D Notification Message Tag' != $NULL$, which means a notification is about to fire. So your Run-If(s) should be something along the lines of: 'z1D Notification Message Tag' != $NULL$ AND (any other field conditions where you do *not* want notifications to fire). Your one action would be a set fields mapping of: 'z1D Notification Message Tag' value of $NULL$ This is the first thing that comes to mind if I needed to do this with custom filters and avoid having to overlay & modify OOB filters. Not sure how many conditions and use-cases you need to monitor for, but I would try to have them all fire as close to execution order 899 as I could, just to be sure. Best of luck with it! -JDHood On Fri, Aug 21, 2015 at 9:51 AM, Joe D'Souza wrote: > ** > > Is that the only filter that controls ALL (customer, support, etc.) > notifications? > > > > Joe > > > -- > > *From:* Mohammad Rehman [mailto:mareh...@gmail.com] > *Sent:* Thursday, August 20, 2015 5:27 PM > *To:* Remedy ARS > *Cc:* arslist@arslist.org; jdso...@shyle.net > *Subject:* Re: Turning off general ticket notifications from ITSM modules > during a transaction.. > > > > Joe, > > I have similar case customization on Incident notifications. With My > requirements I had to create overlay on notification filters to add the > value. > But If you simply want to send notification yes / no then you will have to > modify one filter to set the qualification your new notification field > value. > > Here is what i have done. custom field notification along with selection > values. > > Filter to add your notification field in qualifications > HPD:INC:NotificationGenerator_899_PNPC`! > -Mohammad > > On Thursday, August 20, 2015 at 12:41:18 PM UTC-7, Joe D'Souza wrote: > > ** > > Is there a flag somewhere on the IM, CM, etc. modules that can be set > during the transaction to not send out a notification, overriding the > settings for notifications for that ticket? Due to the nature of one of my > requirement, I would know if a notification must be or shouldnât be sent > only during update. > > > > The problem is I do want the OTB notifications to happen as they should, > but I need the ability to programmatically turn it off for a certain > transaction if it meets a particular criteria â a criteria that that mostly > depends on custom fields that will be created. > > > > I would prefer not to touch the OTB filters / workflow that sends those > notifications but rather override what is set by that workflow by setting a > value into a OTB field that signals no notifications action for that > particular transaction. > > > > Is there an OTB field that might be able to control that? > > > > Joe > > _ARSlist: "Where the Answers Are" and have been for 20 years_ > _ARSlist: "Where the Answers Are" and have been for 20 years_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
Re: Turning off general ticket notifications from ITSM modules during a transaction..
Is that the only filter that controls ALL (customer, support, etc.) notifications? Joe _ From: Mohammad Rehman [mailto:mareh...@gmail.com] Sent: Thursday, August 20, 2015 5:27 PM To: Remedy ARS Cc: arslist@arslist.org; jdso...@shyle.net Subject: Re: Turning off general ticket notifications from ITSM modules during a transaction.. Joe, I have similar case customization on Incident notifications. With My requirements I had to create overlay on notification filters to add the value. But If you simply want to send notification yes / no then you will have to modify one filter to set the qualification your new notification field value. Here is what i have done. custom field notification along with selection values. Filter to add your notification field in qualifications HPD:INC:NotificationGenerator_899_PNPC`! -Mohammad On Thursday, August 20, 2015 at 12:41:18 PM UTC-7, Joe D'Souza wrote: ** Is there a flag somewhere on the IM, CM, etc. modules that can be set during the transaction to not send out a notification, overriding the settings for notifications for that ticket? Due to the nature of one of my requirement, I would know if a notification must be or shouldn't be sent only during update. The problem is I do want the OTB notifications to happen as they should, but I need the ability to programmatically turn it off for a certain transaction if it meets a particular criteria - a criteria that that mostly depends on custom fields that will be created. I would prefer not to touch the OTB filters / workflow that sends those notifications but rather override what is set by that workflow by setting a value into a OTB field that signals no notifications action for that particular transaction. Is there an OTB field that might be able to control that? Joe _ARSlist: "Where the Answers Are" and have been for 20 years_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
Turning off general ticket notifications from ITSM modules during a transaction..
Is there a flag somewhere on the IM, CM, etc. modules that can be set during the transaction to not send out a notification, overriding the settings for notifications for that ticket? Due to the nature of one of my requirement, I would know if a notification must be or shouldn't be sent only during update. The problem is I do want the OTB notifications to happen as they should, but I need the ability to programmatically turn it off for a certain transaction if it meets a particular criteria - a criteria that that mostly depends on custom fields that will be created. I would prefer not to touch the OTB filters / workflow that sends those notifications but rather override what is set by that workflow by setting a value into a OTB field that signals no notifications action for that particular transaction. Is there an OTB field that might be able to control that? Joe ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
Re: Resolved:Delay in sending Incident Group Assignment Notifications
The notifications escalations are setup to use pool 3. Someone added new escalations to pool 3 and those escalations were running long and blocking notification escalations. Moved the offending escalations to a new pool and the notifications are running as expected. Thanks, Todd From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Arner, Todd Sent: Thursday, August 06, 2015 8:59 PM To: arslist@ARSLIST.ORG Subject: Delay in sending Incident Group Assignment Notifications ** We are having an issue with the sending of group notifications for assigned incidents. What is happening is an incident will be assigned to a group but the group notification are not sent immediately. They appear to be queuing up someplace in the system and are sent all at once. For instance, we may create 10 incidents in a 2 hour period and none of the group assignment emails are sent. Then all of a sudden the group notifications for all 10 are sent at once. The messages seem to be held up prior to getting to the AR:System Email Messages form. Once they make it to the email messages form they are sent right away. Strange thing is it is only the group notifications having issues. All other notifications are processing as expected. I am wondering if anyone else has run into this issue or has any suggestions on troubleshooting it. Any input is greatly appreciated. ARS 8.1 ITSM 8.1 SQL 2008 R3 Windows 2008 R2 server Thanks, Todd Arner The information contained in this communication may be confidential, is intended only for the use of the recipient(s) named above, and may be protected under state or federal law. If the reader of this message is not the intended recipient, you are hereby notified that any dissemination, distribution, or copying of this communication, or any of its contents, is strictly prohibited. If you have received this communication in error, please forward the communication to no...@glhec.org<mailto:no...@glhec.org> immediately and destroy or delete the original message and any copy of it from your computer system. If you have any questions concerning this message, please contact the sender. _ARSlist: "Where the Answers Are" and have been for 20 years_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
Delay in sending Incident Group Assignment Notifications
We are having an issue with the sending of group notifications for assigned incidents. What is happening is an incident will be assigned to a group but the group notification are not sent immediately. They appear to be queuing up someplace in the system and are sent all at once. For instance, we may create 10 incidents in a 2 hour period and none of the group assignment emails are sent. Then all of a sudden the group notifications for all 10 are sent at once. The messages seem to be held up prior to getting to the AR:System Email Messages form. Once they make it to the email messages form they are sent right away. Strange thing is it is only the group notifications having issues. All other notifications are processing as expected. I am wondering if anyone else has run into this issue or has any suggestions on troubleshooting it. Any input is greatly appreciated. ARS 8.1 ITSM 8.1 SQL 2008 R3 Windows 2008 R2 server Thanks, Todd Arner -- The information contained in this communication may be confidential, is intended only for the use of the recipient(s) named above, and may be protected under state or federal law. If the reader of this message is not the intended recipient, you are hereby notified that any dissemination, distribution, or copying of this communication, or any of its contents, is strictly prohibited. If you have received this communication in error, please forward the communication to no...@glhec.org immediately and destroy or delete the original message and any copy of it from your computer system. If you have any questions concerning this message, please contact the sender. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
Re: Stop Notifications By Support Group
Again, that would turn it off for ALL support groups. Thanks for the reply. What I did find, and maybe Roger was eluding to this, is that you can create NTE:CFG-Notification Events records for a single support group. I created a new Ownership Assignment event at the System level for the Incident module. I set the sort order to 100 and Individual and Group notifications to No. I also change the sort of the OOTB System Incident Ownership Assign event to 0; leaving the sort at NULL forced it be the first record found. With the new record in place the system no longer sends Ownership Assignment notifications to the one support group. All other groups continue to get the notifications. Unfortunately this is only for Incident Ownership Assignment. The good folks at BMC did not code the system the same way for Ownership Resolution :) Now digging through code to see what it will take to get it working for Ownership Resolution. Frank ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
Re: Stop Notifications By Support Group
Fred On the SYS:Notificaton Messages form, search Notification Message Tag = HPD-INC-OwnerAssignment. Simply change the status from Enabled to something else. I set this to Offline. If you email me directly can send you the Notification Engine Guide where this is covered. Mark From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Roger Justice Sent: Monday, July 27, 2015 11:06 AM To: arslist@ARSLIST.ORG Subject: Re: Stop Notifications By Support Group ** I suggest that you double check configuring the Notification Preferences. A Group can be captured and the Group can be notified. -Original Message- From: Frank Caruso mailto:caruso.fr...@gmail.com>> To: arslist mailto:arslist@ARSLIST.ORG>> Sent: Mon, Jul 27, 2015 10:56 am Subject: Re: Stop Notifications By Support Group That would be perfect if we wanted to stop ALL notifications but we only want to stop Ownership assignment and Ownership Resolution. Thank you Roger. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org<http://www.arslist.org> "Where the Answers Are, and have been for 20 years" _ARSlist: "Where the Answers Are" and have been for 20 years_ This E-mail and any of its attachments may contain Time Warner Cable proprietary information, which is privileged, confidential, or subject to copyright belonging to Time Warner Cable. This E-mail is intended solely for the use of the individual or entity to which it is addressed. If you are not the intended recipient of this E-mail, you are hereby notified that any dissemination, distribution, copying, or action taken in relation to the contents of and attachments to this E-mail is strictly prohibited and may be unlawful. If you have received this E-mail in error, please notify the sender immediately and permanently delete the original and any copy of this E-mail and any printout. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
Re: Stop Notifications By Support Group
I suggest that you double check configuring the Notification Preferences. A Group can be captured and the Group can be notified. -Original Message- From: Frank Caruso To: arslist Sent: Mon, Jul 27, 2015 10:56 am Subject: Re: Stop Notifications By Support Group That would be perfect if we wanted to stop ALL notifications but we only want to stop Ownership assignment and Ownership Resolution. Thank you Roger. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years" ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
Re: Stop Notifications By Support Group
Do you want to kill those notifications (owner assignment/resolution) for all groups or only that specific group? If it's for all groups, you can disable by going to the sys:notification form. Otherwise, you may have to edit some code. Ben Cantatore Remedy Product Manager Bed Bath & Beyond 650 Liberty Avenue Union NJ 07083-8130 Office: (908) 613-5769 Cell: (914) 263-6802 From: Frank Caruso To: arslist@ARSLIST.ORG, Date: 07/27/2015 10:56 AM Subject:Re: Stop Notifications By Support Group Sent by:"Action Request System discussion list(ARSList)" That would be perfect if we wanted to stop ALL notifications but we only want to stop Ownership assignment and Ownership Resolution. Thank you Roger. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years" ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
Re: Stop Notifications By Support Group
That would be perfect if we wanted to stop ALL notifications but we only want to stop Ownership assignment and Ownership Resolution. Thank you Roger. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
Re: Stop Notifications By Support Group
As I stated you can modify the group configuration to only send one email to a distribution list. The Exchange Server will then send to everyone on the Distribution list. The Remedy Email engine will not be overloaded. -Original Message- From: Frank Caruso To: arslist Sent: Mon, Jul 27, 2015 10:23 am Subject: Re: Stop Notifications By Support Group Each time an incidents is created each member of the support is notified because they are set as the Owner group. Same for the resolution of those incidents. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years" ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
Re: Stop Notifications By Support Group
Each time an incidents is created each member of the support is notified because they are set as the Owner group. Same for the resolution of those incidents. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
Re: Stop Notifications By Support Group
10,000 Incident notifications or 10,000 individual notifications? -Original Message- From: Frank Caruso To: arslist Sent: Mon, Jul 27, 2015 8:38 am Subject: Re: Stop Notifications By Support Group That would work but the email engine will still have to send a huge amount of email. We're talking 10,000+ per day just for that group. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years" ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
Re: Stop Notifications By Support Group
That would work but the email engine will still have to send a huge amount of email. We're talking 10,000+ per day just for that group. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
Re: Stop Notifications By Support Group
Modify the Group Configuration to send the notifications to a distribution list. Then each user can set up an Outlook filter for the Distribution list. -Original Message- From: Frank Caruso To: arslist Sent: Mon, Jul 27, 2015 8:24 am Subject: Stop Notifications By Support Group ITSM 8.1.02 Is there a way to stop certain notifications by support group without doing any development? We have one group with a large number of members that gets a huge amount of Ownership assignment and Resolution email. We know we can turn it off at the user level but there are so many users and membership in the group changes often. Would be nice to be able to do this for the entire group. Thoughts? TIA Frank Caruso Acuity, Inc. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years" ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
Stop Notifications By Support Group
ITSM 8.1.02 Is there a way to stop certain notifications by support group without doing any development? We have one group with a large number of members that gets a huge amount of Ownership assignment and Resolution email. We know we can turn it off at the user level but there are so many users and membership in the group changes often. Would be nice to be able to do this for the entire group. Thoughts? TIA Frank Caruso Acuity, Inc. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
Re: Approval Notifications
Carl, Thank you greatly. There is a field on AP:Detail-Signature for reassignment. Adding the maanger's ID to that field causes the emails to be resent. I can't tell you how much grief you have saved me. Again, thank you. Brian Goralczyk Brian Goralczyk Phone 574-643-1144 Email bgoralc...@gmail.com On Thu, Apr 2, 2015 at 2:37 PM, Carl Wilson wrote: > ** > > Hi, > You could reassign the Approval to the same person and see if this will > re-trigger the Notification, alternately you could reassign to a dummy user > (with no email address) then back to the original Approver to trigger. > > Cheers > Carl > On 2 Apr 2015 19:33, "Brian Goralczyk" wrote: > >> ** >> We had approval (only) notifications that were not being sent because of >> an overlay causing an issue. We have that issue fixed, but we have to >> figure out how to send the notifications that should have been sent and >> weren't. Does anybody have any knowledge to point me in the right >> direction? They didn't make it to NTE:Notification so I can't resend them >> from there. It seems they blew up before they made it to that form. Any >> advice would be appreciated. >> >> ITSM 8.1 >> >> >> TIA, >> >> Brian Goralczyk >> Phone 574-643-1144 >> Email bgoralc...@gmail.com >> _ARSlist: "Where the Answers Are" and have been for 20 years_ > > _ARSlist: "Where the Answers Are" and have been for 20 years_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
Re: Approval Notifications
Hi, You could reassign the Approval to the same person and see if this will re-trigger the Notification, alternately you could reassign to a dummy user (with no email address) then back to the original Approver to trigger. Cheers Carl On 2 Apr 2015 19:33, "Brian Goralczyk" wrote: > ** > We had approval (only) notifications that were not being sent because of > an overlay causing an issue. We have that issue fixed, but we have to > figure out how to send the notifications that should have been sent and > weren't. Does anybody have any knowledge to point me in the right > direction? They didn't make it to NTE:Notification so I can't resend them > from there. It seems they blew up before they made it to that form. Any > advice would be appreciated. > > ITSM 8.1 > > > TIA, > > Brian Goralczyk > Phone 574-643-1144 > Email bgoralc...@gmail.com > _ARSlist: "Where the Answers Are" and have been for 20 years_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
Approval Notifications
We had approval (only) notifications that were not being sent because of an overlay causing an issue. We have that issue fixed, but we have to figure out how to send the notifications that should have been sent and weren't. Does anybody have any knowledge to point me in the right direction? They didn't make it to NTE:Notification so I can't resend them from there. It seems they blew up before they made it to that form. Any advice would be appreciated. ITSM 8.1 TIA, Brian Goralczyk Phone 574-643-1144 Email bgoralc...@gmail.com ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
Re: Approval Process notifications
Have you tried just setting a user notification method within their person records for that notification - not sure what the exact notification tag is, but you should be able to control it to these individuals there. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Martinez, Marcelo A Sent: Friday, November 21, 2014 3:45 PM To: arslist@ARSLIST.ORG Subject: Approval Process notifications ** Happy Friday ARSList, ITSM/SRM 8.1 I have been asked to disable the approval request email that goes out to our executive team from SRM. Our SRM currently uses 2 approval processes, one is OOB "Service Request - Management Chain" and the other is a custom approval process used with 2 specific SRDs. The Management Chain approval process is the one most used. At a high level, it sends an approval request to that person's manager. The manager approves/rejects and the SRD creates an incident/or closes the SR. Now, I have to disable the approval request email only when it goes out to our executive team (let's say this is about 8-10 people) - but only for this particular process (SR - Management Chain). No problem I think, go into the AP Admin console, search for the process, open the Notification tab, and exclude the UserIDs in the Qualification line. No go. I open Dev Studio and see that AP:Notify-.xxx filter gets updated, but in the filter log, all the AP:Notify filters are skipped. Not sure why. So, I have a working OOB approval process and a custom approval that are both working fine. I just need to disable the approval email request for the OOB process for a group of people. I've been looking thru the ARS Admin guide but no luck. Any ideas? Thanks, Marcelo _ARSlist: "Where the Answers Are" and have been for 20 years_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
Approval Process notifications
Happy Friday ARSList, ITSM/SRM 8.1 I have been asked to disable the approval request email that goes out to our executive team from SRM. Our SRM currently uses 2 approval processes, one is OOB "Service Request - Management Chain" and the other is a custom approval process used with 2 specific SRDs. The Management Chain approval process is the one most used. At a high level, it sends an approval request to that person's manager. The manager approves/rejects and the SRD creates an incident/or closes the SR. Now, I have to disable the approval request email only when it goes out to our executive team (let's say this is about 8-10 people) - but only for this particular process (SR - Management Chain). No problem I think, go into the AP Admin console, search for the process, open the Notification tab, and exclude the UserIDs in the Qualification line. No go. I open Dev Studio and see that AP:Notify-...xxx filter gets updated, but in the filter log, all the AP:Notify filters are skipped. Not sure why. So, I have a working OOB approval process and a custom approval that are both working fine. I just need to disable the approval email request for the OOB process for a group of people. I've been looking thru the ARS Admin guide but no luck. Any ideas? Thanks, Marcelo ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
Re: Support group incident assigned email notifications
Hi team, Could you please guide me for the below request ? Regards, Pandi On Oct 28, 2014 12:36 AM, "Pandi C" wrote: > Dear All, > > The incident assigned support group email notifications has to send only > High & Critical incidents instead of all incident. > > Where we options to restrict notifications email for low & medium incident > ? > > Regard, > Arun pandi > ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
Re: Support group incident assigned email notifications
Check option in nte notification event form -Original Message- From: "Pandi C" Sent: â27-â10-â2014 08:16 PM To: "arslist@ARSLIST.ORG" Subject: Support group incident assigned email notifications ** Dear All, The incident assigned support group email notifications has to send only High & Critical incidents instead of all incident. Where we options to restrict notifications email for low & medium incident ? Regard, Arun pandi _ARSlist: "Where the Answers Are" and have been for 20 years_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
Support group incident assigned email notifications
Dear All, The incident assigned support group email notifications has to send only High & Critical incidents instead of all incident. Where we options to restrict notifications email for low & medium incident ? Regard, Arun pandi ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
Group Notifications
All, Got a fun one for you: Using the ITSM Support Group form we've disabled group notifications on all our support groups. (There's a reason but not worth going into here) The problem with doing this is if I ever want to allow a group notification in some small section of an ITSM application, say non-approval notifications (NANs) inside of a change request, I have to override this setting. I've been attempting to do my own homework but I'm stumped and not sure where to find the info I need. Here's my issue: I know that eventually everything gets passed to the form NTE:SYS-NT Process Control. On this form there are two fields I assume are important but I don't know the difference between them. 1. Disable Group Notifications (radio buttons Yes\No) 2. Group Notifications (drop down box Yes\No) I'm guessing that these tell the system whether or not to allow group notifications to go onto the final stage (NTE:SYS-Group). I'm also guessing that the aforementioned Support Group form passes the Group Notifications Disabling to NTE:SYS-NT Process Control. What I cannot figure out is how to force the system to reprioritize things when a NAN needs to be sent to a group. The filter APR:NAN:NotifyGroup_820`! passes the notification information on to the Process Control form and I can specify changing the two fields mentioned above, but the notification still doesn't go out. Again, I'm guessing that's because something else is superseding what APR:NAN:NotifyGroup_820`! passes to the Control Process form. Anyone got some insight into what the difference in the two fields mentioned above might be, or how I might override (only during NANs) the global setting for disabling group notifications? Cheers, -Doug Confidentiality Notice: This e-mail message, including any attachments, is for the sole use of the intended recipient(s) and may contain confidential and privileged information. Any unauthorized review, use, disclosure or distribution is prohibited. If you are not the intended recipient, please contact the sender by reply e-mail and destroy all copies of the original message. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years" <>
Re: Email Notifications failure?
Ahh, too simple, and absolutely right. The default mailbox was disabled. Enabled and it is fine - and pretty obvious! Many thanks! Dave On 10 September 2014 15:53, LJ LongWing wrote: > ** > > I have seen this when there is no default outgoing mailbox config > On Sep 10, 2014 8:41 AM, "Dave Barber" wrote: > > ** > All, > > We have a range of 4x7.6.04 solaris/oracle development environments, and > until last week notifications were working fine on all of them. It was > noticed on Monday that notification filters that were creating an email > didn't result in an entry being added to the AR System Email Messages form. > > To confirm this, I create a simple form, add a filter that fires on submit > that performs a simple email notification (ie. send an email to myself). > Email engine isn't switched on with any of our development environments, so > an entry should just be created in the AR System Email Messages form. > > In the case of 3/4 environments, this works fine. > > On the other 1, nothing happens. Nothing in the server side filter > logging. Nothing appears in the AR System Email Messages form. This > happens to be one of two servers in a server group, but otherwise the > server is identical to the others. > > I've reimported the email form definitions, no difference. Also tried > switching it off and on again, also no difference. > > Other than undergoing a full reinstall of 7.6.04, I can't readily explain > this behaviour. Any suggestions? > > Regards > > Dave Barber > _ARSlist: "Where the Answers Are" and have been for 20 years_ > > _ARSlist: "Where the Answers Are" and have been for 20 years_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
Re: Email Notifications failure?
I have seen this when there is no default outgoing mailbox config On Sep 10, 2014 8:41 AM, "Dave Barber" wrote: ** All, We have a range of 4x7.6.04 solaris/oracle development environments, and until last week notifications were working fine on all of them. It was noticed on Monday that notification filters that were creating an email didn't result in an entry being added to the AR System Email Messages form. To confirm this, I create a simple form, add a filter that fires on submit that performs a simple email notification (ie. send an email to myself). Email engine isn't switched on with any of our development environments, so an entry should just be created in the AR System Email Messages form. In the case of 3/4 environments, this works fine. On the other 1, nothing happens. Nothing in the server side filter logging. Nothing appears in the AR System Email Messages form. This happens to be one of two servers in a server group, but otherwise the server is identical to the others. I've reimported the email form definitions, no difference. Also tried switching it off and on again, also no difference. Other than undergoing a full reinstall of 7.6.04, I can't readily explain this behaviour. Any suggestions? Regards Dave Barber _ARSlist: "Where the Answers Are" and have been for 20 years_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
Email Notifications failure?
All, We have a range of 4x7.6.04 solaris/oracle development environments, and until last week notifications were working fine on all of them. It was noticed on Monday that notification filters that were creating an email didn't result in an entry being added to the AR System Email Messages form. To confirm this, I create a simple form, add a filter that fires on submit that performs a simple email notification (ie. send an email to myself). Email engine isn't switched on with any of our development environments, so an entry should just be created in the AR System Email Messages form. In the case of 3/4 environments, this works fine. On the other 1, nothing happens. Nothing in the server side filter logging. Nothing appears in the AR System Email Messages form. This happens to be one of two servers in a server group, but otherwise the server is identical to the others. I've reimported the email form definitions, no difference. Also tried switching it off and on again, also no difference. Other than undergoing a full reinstall of 7.6.04, I can't readily explain this behaviour. Any suggestions? Regards Dave Barber ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
Re: Pending based notifications & customizations in BMC Remedy ITSM 7.6.001 V
Do your time calculation against the Status-History Pending.Time field From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Hari Vishwakarma Sent: Friday, August 15, 2014 3:27 AM To: arslist@ARSLIST.ORG Subject: Pending based notifications & customizations in BMC Remedy ITSM 7.6.001 V ** Hi All, Hope you are doing well. I have one requirement where my need is about developing the notifications for the Remedy incidents which are in 'pending' status with only a valid status reason as 'customer', excluding all other status reasons. As we all know, in pending status, SLA clock stops, but here my requirement is. I want to develop a mechanism where Remedy system(ITSM specially service Desk) shoots notification emails on an interval of: 1. 1st notification after 24 hours when ticket is in pending status with status reason as Customer 2. 2nd notifications after 48 hours when ticket is in pending status with status reason as Customer. 3. 3rd notification after 72 hours and will automatically moves the pending status to resolved with some resolution remarks. Basically, main objective of this funationality is to alert the customer that some information is awaited from his/her end and after above notifications, ticket will be marked as resolved as no actions were performed from customer end. Where i got stuck is, since, the ticket is in pending status, how can i calculate the time interval for considering 24, 36 & 72 hours. Hence, looking ahead for your much needed suggestions to achieve this functionality, if it is possible. Hope, anyone has achieved this in past. Please suggest. Regards Hari Vishwakarma Pune, India -- Best Regards, Hari shankar Vishwakarma Mobile:- +91-9833675872 E-mail:- hsvishwaka...@gmail.com<mailto:hsvishwaka...@gmail.com> _ARSlist: "Where the Answers Are" and have been for 20 years_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
Pending based notifications & customizations in BMC Remedy ITSM 7.6.001 V
Hi All, Hope you are doing well. I have one requirement where my need is about developing the notifications for the Remedy incidents which are in 'pending' status with only a valid status reason as 'customer', excluding all other status reasons. As we all know, in pending status, SLA clock stops, but here my requirement is. I want to develop a mechanism where Remedy system(ITSM specially service Desk) shoots notification emails on an interval of: 1. 1st notification after 24 hours when ticket is in pending status with status reason as Customer 2. 2nd notifications after 48 hours when ticket is in pending status with status reason as Customer. 3. 3rd notification after 72 hours and will automatically moves the pending status to resolved with some resolution remarks. Basically, main objective of this funationality is to alert the customer that some information is awaited from his/her end and after above notifications, ticket will be marked as resolved as no actions were performed from customer end. Where i got stuck is, since, the ticket is in pending status, how can i calculate the time interval for considering 24, 36 & 72 hours. Hence, looking ahead for your much needed suggestions to achieve this functionality, if it is possible. Hope, anyone has achieved this in past. Please suggest. Regards Hari Vishwakarma Pune, India -- Best Regards, Hari shankar Vishwakarma Mobile:- +91-9833675872 E-mail:- hsvishwaka...@gmail.com ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
Re: Custom Notifications
Normalization job status is stored in NE:JobRun. Jason L Bess, MCSE/RSP/ITILv3 BMC Remedy ITSM Consultant On Monday, February 10, 2014 4:19:54 PM UTC-5, Simon Ellis wrote: > Haven't looked to far into this as yet, thought i'd ask if it was feasible > before plodding into it Wondering if it was possible to setup a custom > notification against normalization to tell me whether a job has actually > run or not, rather than having to go and check each time. Normalization Job > Run form records the info i need access to. Just wonder if a notification > can be setup against this form that i can check if a job has run or > completed > > ___ > > > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org > "Where the Answers Are, and have been for 20 years" > ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
Custom Notifications
Haven't looked to far into this as yet, thought i'd ask if it was feasible before plodding into it Wondering if it was possible to setup a custom notification against normalization to tell me whether a job has actually run or not, rather than having to go and check each time. Normalization Job Run form records the info i need access to. Just wonder if a notification can be setup against this form that i can check if a job has run or completed ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
Re: Remedy notifications
That's one of my problems though and I think it's stupid. I can do the development and admin but I don't have access to the config tool or email server. That's another dept...dumb right? Thanks, Ron Young âTo the world you may be one person but to one person you may be the world.â -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Misi Mladoniczky Sent: Wednesday, October 30, 2013 4:06 PM To: arslist@ARSLIST.ORG Subject: Re: Remedy notifications Hi, Check your email Engine Logs, and check that Email Engine is running. If all else fails, I usually create a debug version of Email Engine that I run from the command line to see what actually happens. How to do this is detailed in the Email Engine PDF. You basically copy the startup script of today to an emailstartdebug.bat/emailddebug.sh version, and then add a -Dmail.debug=true to the startup. Then run the debug script from the command line. Best Regards - Misi, RRR AB, http://rrr.se > I have Remedy user 7.6/Developer 8. > > I set up several filters for notifications when a ticket is created, closed, > or reassigned. They all have been working fine until here recently. I had the > guys that work on the server to reset the remedy - mail exchange server. He > said nothing seemed wrong with it. Usually when they do reset the server when > receive all of our notifications immediately afterwards. > > I tested my notification by setting a filter to set field in our transaction > diary to capture when a ticket was opened. I created a ticket and bam...it > fired off correct according to the transaction diary but I still didn't > receive the notification through email that the ticket was created. Any > ideas??? > > ___ > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org > "Where the Answers Are, and have been for 20 years" > ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years" ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
Re: Remedy notifications
Did the server restart or so the server admin says he did. Still doesn't work though. Yes, this is what I mentioned below...no worries. Thanks, Ron Young âTo the world you may be one person but to one person you may be the world.â -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Tommy Morris Sent: Wednesday, October 30, 2013 4:03 PM To: arslist@ARSLIST.ORG Subject: Re: Remedy notifications Try restarting the Email service on your AR server. BMC Remedy Email Engine - Server Name. Or is that what you are saying you had restarted already? -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Ron Young Sent: Wednesday, October 30, 2013 3:56 PM To: arslist@ARSLIST.ORG Subject: Remedy notifications I have Remedy user 7.6/Developer 8. I set up several filters for notifications when a ticket is created, closed, or reassigned. They all have been working fine until here recently. I had the guys that work on the server to reset the remedy - mail exchange server. He said nothing seemed wrong with it. Usually when they do reset the server when receive all of our notifications immediately afterwards. I tested my notification by setting a filter to set field in our transaction diary to capture when a ticket was opened. I created a ticket and bam...it fired off correct according to the transaction diary but I still didn't receive the notification through email that the ticket was created. Any ideas??? ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years" ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years" ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
Re: Remedy notifications
Also check for AR System Email Messages. Do a search for outgoing messages that may contain an error, or, that has Send Message = Yes. You may also want to search for sent emails.. perhaps the ones you are looking for have been sent but the config of the mailbox is no longer valid?? Double check the mailboxes configurations [cid:image003.jpg@01CED58C.0BD94850] Marcelo Martinez -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Misi Mladoniczky Sent: Wednesday, October 30, 2013 4:06 PM To: arslist@ARSLIST.ORG Subject: Re: Remedy notifications Hi, Check your email Engine Logs, and check that Email Engine is running. If all else fails, I usually create a debug version of Email Engine that I run from the command line to see what actually happens. How to do this is detailed in the Email Engine PDF. You basically copy the startup script of today to an emailstartdebug.bat/emailddebug.sh version, and then add a -Dmail.debug=true to the startup. Then run the debug script from the command line. Best Regards - Misi, RRR AB, http://rrr.se > I have Remedy user 7.6/Developer 8. > > I set up several filters for notifications when a ticket is created, > closed, or reassigned. They all have been working fine until here > recently. I had the guys that work on the server to reset the remedy - > mail exchange server. He said nothing seemed wrong with it. Usually > when they do reset the server when receive all of our notifications > immediately afterwards. > > I tested my notification by setting a filter to set field in our > transaction diary to capture when a ticket was opened. I created a > ticket and bam...it fired off correct according to the transaction > diary but I still didn't receive the notification through email that > the ticket was created. Any ideas??? > > __ > _ UNSUBSCRIBE or access ARSlist Archives at > www.arslist.org<http://www.arslist.org> > "Where the Answers Are, and have been for 20 years" > ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org<http://www.arslist.org> "Where the Answers Are, and have been for 20 years" ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years" <>
Re: Remedy notifications
Hi, Check your email Engine Logs, and check that Email Engine is running. If all else fails, I usually create a debug version of Email Engine that I run from the command line to see what actually happens. How to do this is detailed in the Email Engine PDF. You basically copy the startup script of today to an emailstartdebug.bat/emailddebug.sh version, and then add a -Dmail.debug=true to the startup. Then run the debug script from the command line. Best Regards - Misi, RRR AB, http://rrr.se > I have Remedy user 7.6/Developer 8. > > I set up several filters for notifications when a ticket is created, closed, > or reassigned. They all have been working fine until here recently. I had the > guys that work on the server to reset the remedy - mail exchange server. He > said nothing seemed wrong with it. Usually when they do reset the server when > receive all of our notifications immediately afterwards. > > I tested my notification by setting a filter to set field in our transaction > diary to capture when a ticket was opened. I created a ticket and bam...it > fired off correct according to the transaction diary but I still didn't > receive the notification through email that the ticket was created. Any > ideas??? > > ___ > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org > "Where the Answers Are, and have been for 20 years" > ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
Re: Remedy notifications
Try restarting the Email service on your AR server. BMC Remedy Email Engine - Server Name. Or is that what you are saying you had restarted already? -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Ron Young Sent: Wednesday, October 30, 2013 3:56 PM To: arslist@ARSLIST.ORG Subject: Remedy notifications I have Remedy user 7.6/Developer 8. I set up several filters for notifications when a ticket is created, closed, or reassigned. They all have been working fine until here recently. I had the guys that work on the server to reset the remedy - mail exchange server. He said nothing seemed wrong with it. Usually when they do reset the server when receive all of our notifications immediately afterwards. I tested my notification by setting a filter to set field in our transaction diary to capture when a ticket was opened. I created a ticket and bam...it fired off correct according to the transaction diary but I still didn't receive the notification through email that the ticket was created. Any ideas??? ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years" ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
Remedy notifications
I have Remedy user 7.6/Developer 8. I set up several filters for notifications when a ticket is created, closed, or reassigned. They all have been working fine until here recently. I had the guys that work on the server to reset the remedy - mail exchange server. He said nothing seemed wrong with it. Usually when they do reset the server when receive all of our notifications immediately afterwards. I tested my notification by setting a filter to set field in our transaction diary to capture when a ticket was opened. I created a ticket and bam...it fired off correct according to the transaction diary but I still didn't receive the notification through email that the ticket was created. Any ideas??? ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
Re: Solved: Suppress some notifications
Indeed J We can cover all time zones (24/7?) seeing I am in London (or Australia for a couple of months over Christmas) Glad we helped out - always nice to get feedback J _ Kind Regards, Carl Wilson http://www.missingpiecessoftware.com/ From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Barber, Sue Sent: 25 October 2013 18:06 To: arslist@ARSLIST.ORG Subject: Re: Solved: Suppress some notifications ** Carl - Maybe we should go into business together!! Glad we were able to help =) Sue From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Brittain, Mark Sent: Friday, October 25, 2013 12:34 PM To: arslist@ARSLIST.ORG Subject: Solved: Suppress some notifications ** Hi Carl & Sue Your combined answers were exactly what I was look for. Thanks Mark From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Carl Wilson Sent: Friday, October 25, 2013 11:42 AM To: arslist@ARSLIST.ORG Subject: Re: Suppress some notifications ** Hi, All the ITSM Notifications have the "_SetTag" appended to the Filter and operate in the 800-900 range. E.g. HPD:INC:NTCustConfirm_851_SetTag _ Kind Regards, Carl Wilson http://www.missingpiecessoftware.com/ From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Brittain, Mark Sent: 25 October 2013 16:17 To: arslist@ARSLIST.ORG Subject: Re: Suppress some notifications ** Hi Sue, That is a very good idea. I would like to do this on the HPD filter that starts the process rather than the NTE filter that actually does the notify because it is used by other applications. Any idea which HPD filter? Mark From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Barber, Sue Sent: Friday, October 25, 2013 11:06 AM To: arslist@ARSLIST.ORG Subject: Re: Suppress some notifications ** You might also be able to limit the email going out based on the user who is creating the tickets. If your event monitor has a specific user that is used to create the tickets, then set the email qualification to not fire if that is the user and the email won't be sent. Sue From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Reiser, John J Sent: Friday, October 25, 2013 10:58 AM To: arslist@ARSLIST.ORG Subject: Re: Suppress some notifications ** Mark, Are the Customer*+ and Contact+ the "automated user"? Can you set the mail address to a non-functional address? Or write a filter to mark the notification "Sent" as soon as it is created for that specific Customer*+ or Contact+/ Thank you, --- John J. Reiser Remedy Developer/Administrator Senior Software Development Analyst Lockheed Martin - MS2 The star that burns twice as bright burns half as long. Pay close attention and be illuminated by its brilliance. - paraphrased by me From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Brittain, Mark Sent: Friday, October 25, 2013 10:47 AM To: arslist@ARSLIST.ORG Subject: EXTERNAL: Suppress some notifications ** Hi All & TGIF, I have a requirement for an Incident where under certain conditions, the notification on create and close are not to be sent to the Customer*+ or the Contact+. One option would be to globally disable these notifications at the notification engine level but since this is the exception rather than the rule it would be better if I could just bypass the filter that starts the notification process. A simple go-to would be much easier in this situation and others if they come up. The incidents are being created from a monitoring event though the Incident Interface Create form so active links are not involved in the create process. Close process could either be manual or automated. Anyone know what active link/filter would need to bypass? ARS 7.6.04 SP3 ITSM 7.6.04 SP3 Thanks Mark Mark Brittain Remedy Developer, ITILv3 Foundation, CSI NaviSite, Inc. - A Time Warner Cable Company mbritt...@navisite.com Office: 315.634.9337 Mobile: 315.882.5360 navsig _ This E-mail and any of its attachments may contain Time Warner Cable proprietary information, which is privileged, confidential, or subject to copyright belonging to Time Warner Cable. This E-mail is intended solely for the use of the individual or entity to which it is addressed. If you are not the intended recipient of this E-mail, you are hereby notified that any dissemination, distribution, copying, or action taken in relation to the contents of and attachments to this E-mail is strictly prohibited and may be unlawful. If you have received this E-mail in error, please notify the sender immediately and permanently delete the o
Re: Suppress some notifications
If it's based on a specific user, couldn't the notification preferences be set for that user and event? That can be done from the person record (notification panel). From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Brittain, Mark Sent: Friday, October 25, 2013 11:17 AM To: arslist@ARSLIST.ORG Subject: Re: Suppress some notifications ** Hi Sue, That is a very good idea. I would like to do this on the HPD filter that starts the process rather than the NTE filter that actually does the notify because it is used by other applications. Any idea which HPD filter? Mark From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Barber, Sue Sent: Friday, October 25, 2013 11:06 AM To: arslist@ARSLIST.ORG <mailto:arslist@ARSLIST.ORG> Subject: Re: Suppress some notifications ** You might also be able to limit the email going out based on the user who is creating the tickets. If your event monitor has a specific user that is used to create the tickets, then set the email qualification to not fire if that is the user and the email won't be sent. Sue From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Reiser, John J Sent: Friday, October 25, 2013 10:58 AM To: arslist@ARSLIST.ORG <mailto:arslist@ARSLIST.ORG> Subject: Re: Suppress some notifications ** Mark, Are the Customer*+ and Contact+ the "automated user"? Can you set the mail address to a non-functional address? Or write a filter to mark the notification "Sent" as soon as it is created for that specific Customer*+ or Contact+/ Thank you, --- John J. Reiser Remedy Developer/Administrator Senior Software Development Analyst Lockheed Martin - MS2 The star that burns twice as bright burns half as long. Pay close attention and be illuminated by its brilliance. - paraphrased by me From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Brittain, Mark Sent: Friday, October 25, 2013 10:47 AM To: arslist@ARSLIST.ORG <mailto:arslist@ARSLIST.ORG> Subject: EXTERNAL: Suppress some notifications ** Hi All & TGIF, I have a requirement for an Incident where under certain conditions, the notification on create and close are not to be sent to the Customer*+ or the Contact+. One option would be to globally disable these notifications at the notification engine level but since this is the exception rather than the rule it would be better if I could just bypass the filter that starts the notification process. A simple go-to would be much easier in this situation and others if they come up. The incidents are being created from a monitoring event though the Incident Interface Create form so active links are not involved in the create process. Close process could either be manual or automated. Anyone know what active link/filter would need to bypass? ARS 7.6.04 SP3 ITSM 7.6.04 SP3 Thanks Mark Mark Brittain Remedy Developer, ITILv3 Foundation, CSI NaviSite, Inc. - A Time Warner Cable Company mbritt...@navisite.com <mailto:mbritt...@navisite.com> Office: 315.634.9337 Mobile: 315.882.5360 _ This E-mail and any of its attachments may contain Time Warner Cable proprietary information, which is privileged, confidential, or subject to copyright belonging to Time Warner Cable. This E-mail is intended solely for the use of the individual or entity to which it is addressed. If you are not the intended recipient of this E-mail, you are hereby notified that any dissemination, distribution, copying, or action taken in relation to the contents of and attachments to this E-mail is strictly prohibited and may be unlawful. If you have received this E-mail in error, please notify the sender immediately and permanently delete the original and any copy of this E-mail and any printout. _ARSlist: "Where the Answers Are" and have been for 20 years_ _ARSlist: "Where the Answers Are" and have been for 20 years_ _ARSlist: "Where the Answers Are" and have been for 20 years_ _ARSlist: "Where the Answers Are" and have been for 20 years_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years" <>
Re: Solved: Suppress some notifications
Carl - Maybe we should go into business together!! Glad we were able to help =) Sue From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Brittain, Mark Sent: Friday, October 25, 2013 12:34 PM To: arslist@ARSLIST.ORG Subject: Solved: Suppress some notifications ** Hi Carl & Sue Your combined answers were exactly what I was look for. Thanks Mark From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Carl Wilson Sent: Friday, October 25, 2013 11:42 AM To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG> Subject: Re: Suppress some notifications ** Hi, All the ITSM Notifications have the "_SetTag" appended to the Filter and operate in the 800-900 range. E.g. HPD:INC:NTCustConfirm_851_SetTag Kind Regards, Carl Wilson http://www.missingpiecessoftware.com/ From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Brittain, Mark Sent: 25 October 2013 16:17 To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG> Subject: Re: Suppress some notifications ** Hi Sue, That is a very good idea. I would like to do this on the HPD filter that starts the process rather than the NTE filter that actually does the notify because it is used by other applications. Any idea which HPD filter? Mark From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Barber, Sue Sent: Friday, October 25, 2013 11:06 AM To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG> Subject: Re: Suppress some notifications ** You might also be able to limit the email going out based on the user who is creating the tickets. If your event monitor has a specific user that is used to create the tickets, then set the email qualification to not fire if that is the user and the email won't be sent. Sue From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Reiser, John J Sent: Friday, October 25, 2013 10:58 AM To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG> Subject: Re: Suppress some notifications ** Mark, Are the Customer*+ and Contact+ the "automated user"? Can you set the mail address to a non-functional address? Or write a filter to mark the notification "Sent" as soon as it is created for that specific Customer*+ or Contact+/ Thank you, --- John J. Reiser Remedy Developer/Administrator Senior Software Development Analyst Lockheed Martin - MS2 The star that burns twice as bright burns half as long. Pay close attention and be illuminated by its brilliance. - paraphrased by me From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Brittain, Mark Sent: Friday, October 25, 2013 10:47 AM To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG> Subject: EXTERNAL: Suppress some notifications ** Hi All & TGIF, I have a requirement for an Incident where under certain conditions, the notification on create and close are not to be sent to the Customer*+ or the Contact+. One option would be to globally disable these notifications at the notification engine level but since this is the exception rather than the rule it would be better if I could just bypass the filter that starts the notification process. A simple go-to would be much easier in this situation and others if they come up. The incidents are being created from a monitoring event though the Incident Interface Create form so active links are not involved in the create process. Close process could either be manual or automated. Anyone know what active link/filter would need to bypass? ARS 7.6.04 SP3 ITSM 7.6.04 SP3 Thanks Mark Mark Brittain Remedy Developer, ITILv3 Foundation, CSI NaviSite, Inc. - A Time Warner Cable Company mbritt...@navisite.com<mailto:mbritt...@navisite.com> Office: 315.634.9337 Mobile: 315.882.5360 [navsig] This E-mail and any of its attachments may contain Time Warner Cable proprietary information, which is privileged, confidential, or subject to copyright belonging to Time Warner Cable. This E-mail is intended solely for the use of the individual or entity to which it is addressed. If you are not the intended recipient of this E-mail, you are hereby notified that any dissemination, distribution, copying, or action taken in relation to the contents of and attachments to this E-mail is strictly prohibited and may be unlawful. If you have received this E-mail in error, please notify the sender immediately and permanently delete the original and any copy of this E-mail and any printout. _ARSlist: "Where the Answers Are" and have been for 20 years_ _ARSlist: "Where the Answers Are" and have been for 20 years_ _ARSlist: "Where the Answers Are" and have been for 20 years_ _ARSlist: "Where the Answers Are" and have been for
Solved: Suppress some notifications
Hi Carl & Sue Your combined answers were exactly what I was look for. Thanks Mark From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Carl Wilson Sent: Friday, October 25, 2013 11:42 AM To: arslist@ARSLIST.ORG Subject: Re: Suppress some notifications ** Hi, All the ITSM Notifications have the "_SetTag" appended to the Filter and operate in the 800-900 range. E.g. HPD:INC:NTCustConfirm_851_SetTag Kind Regards, Carl Wilson http://www.missingpiecessoftware.com/ From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Brittain, Mark Sent: 25 October 2013 16:17 To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG> Subject: Re: Suppress some notifications ** Hi Sue, That is a very good idea. I would like to do this on the HPD filter that starts the process rather than the NTE filter that actually does the notify because it is used by other applications. Any idea which HPD filter? Mark From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Barber, Sue Sent: Friday, October 25, 2013 11:06 AM To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG> Subject: Re: Suppress some notifications ** You might also be able to limit the email going out based on the user who is creating the tickets. If your event monitor has a specific user that is used to create the tickets, then set the email qualification to not fire if that is the user and the email won't be sent. Sue From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Reiser, John J Sent: Friday, October 25, 2013 10:58 AM To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG> Subject: Re: Suppress some notifications ** Mark, Are the Customer*+ and Contact+ the "automated user"? Can you set the mail address to a non-functional address? Or write a filter to mark the notification "Sent" as soon as it is created for that specific Customer*+ or Contact+/ Thank you, --- John J. Reiser Remedy Developer/Administrator Senior Software Development Analyst Lockheed Martin - MS2 The star that burns twice as bright burns half as long. Pay close attention and be illuminated by its brilliance. - paraphrased by me From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Brittain, Mark Sent: Friday, October 25, 2013 10:47 AM To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG> Subject: EXTERNAL: Suppress some notifications ** Hi All & TGIF, I have a requirement for an Incident where under certain conditions, the notification on create and close are not to be sent to the Customer*+ or the Contact+. One option would be to globally disable these notifications at the notification engine level but since this is the exception rather than the rule it would be better if I could just bypass the filter that starts the notification process. A simple go-to would be much easier in this situation and others if they come up. The incidents are being created from a monitoring event though the Incident Interface Create form so active links are not involved in the create process. Close process could either be manual or automated. Anyone know what active link/filter would need to bypass? ARS 7.6.04 SP3 ITSM 7.6.04 SP3 Thanks Mark Mark Brittain Remedy Developer, ITILv3 Foundation, CSI NaviSite, Inc. - A Time Warner Cable Company mbritt...@navisite.com<mailto:mbritt...@navisite.com> Office: 315.634.9337 Mobile: 315.882.5360 [cid:image001.gif@01CED17E.8A8DDB00] This E-mail and any of its attachments may contain Time Warner Cable proprietary information, which is privileged, confidential, or subject to copyright belonging to Time Warner Cable. This E-mail is intended solely for the use of the individual or entity to which it is addressed. If you are not the intended recipient of this E-mail, you are hereby notified that any dissemination, distribution, copying, or action taken in relation to the contents of and attachments to this E-mail is strictly prohibited and may be unlawful. If you have received this E-mail in error, please notify the sender immediately and permanently delete the original and any copy of this E-mail and any printout. _ARSlist: "Where the Answers Are" and have been for 20 years_ _ARSlist: "Where the Answers Are" and have been for 20 years_ _ARSlist: "Where the Answers Are" and have been for 20 years_ _ARSlist: "Where the Answers Are" and have been for 20 years_ _ARSlist: "Where the Answers Are" and have been for 20 years_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years" <>
Re: Suppress some notifications
Hi, All the ITSM Notifications have the "_SetTag" appended to the Filter and operate in the 800-900 range. E.g. HPD:INC:NTCustConfirm_851_SetTag _ Kind Regards, Carl Wilson http://www.missingpiecessoftware.com/ From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Brittain, Mark Sent: 25 October 2013 16:17 To: arslist@ARSLIST.ORG Subject: Re: Suppress some notifications ** Hi Sue, That is a very good idea. I would like to do this on the HPD filter that starts the process rather than the NTE filter that actually does the notify because it is used by other applications. Any idea which HPD filter? Mark From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Barber, Sue Sent: Friday, October 25, 2013 11:06 AM To: arslist@ARSLIST.ORG Subject: Re: Suppress some notifications ** You might also be able to limit the email going out based on the user who is creating the tickets. If your event monitor has a specific user that is used to create the tickets, then set the email qualification to not fire if that is the user and the email won't be sent. Sue From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Reiser, John J Sent: Friday, October 25, 2013 10:58 AM To: arslist@ARSLIST.ORG Subject: Re: Suppress some notifications ** Mark, Are the Customer*+ and Contact+ the "automated user"? Can you set the mail address to a non-functional address? Or write a filter to mark the notification "Sent" as soon as it is created for that specific Customer*+ or Contact+/ Thank you, --- John J. Reiser Remedy Developer/Administrator Senior Software Development Analyst Lockheed Martin - MS2 The star that burns twice as bright burns half as long. Pay close attention and be illuminated by its brilliance. - paraphrased by me From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Brittain, Mark Sent: Friday, October 25, 2013 10:47 AM To: arslist@ARSLIST.ORG Subject: EXTERNAL: Suppress some notifications ** Hi All & TGIF, I have a requirement for an Incident where under certain conditions, the notification on create and close are not to be sent to the Customer*+ or the Contact+. One option would be to globally disable these notifications at the notification engine level but since this is the exception rather than the rule it would be better if I could just bypass the filter that starts the notification process. A simple go-to would be much easier in this situation and others if they come up. The incidents are being created from a monitoring event though the Incident Interface Create form so active links are not involved in the create process. Close process could either be manual or automated. Anyone know what active link/filter would need to bypass? ARS 7.6.04 SP3 ITSM 7.6.04 SP3 Thanks Mark Mark Brittain Remedy Developer, ITILv3 Foundation, CSI NaviSite, Inc. - A Time Warner Cable Company mbritt...@navisite.com Office: 315.634.9337 Mobile: 315.882.5360 navsig _ This E-mail and any of its attachments may contain Time Warner Cable proprietary information, which is privileged, confidential, or subject to copyright belonging to Time Warner Cable. This E-mail is intended solely for the use of the individual or entity to which it is addressed. If you are not the intended recipient of this E-mail, you are hereby notified that any dissemination, distribution, copying, or action taken in relation to the contents of and attachments to this E-mail is strictly prohibited and may be unlawful. If you have received this E-mail in error, please notify the sender immediately and permanently delete the original and any copy of this E-mail and any printout. _ARSlist: "Where the Answers Are" and have been for 20 years_ _ARSlist: "Where the Answers Are" and have been for 20 years_ _ARSlist: "Where the Answers Are" and have been for 20 years_ _ARSlist: "Where the Answers Are" and have been for 20 years_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years" <>
Re: Suppress some notifications
Not sure what you mean by 'start the process', which process? From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Brittain, Mark Sent: Friday, October 25, 2013 11:17 AM To: arslist@ARSLIST.ORG Subject: Re: Suppress some notifications ** Hi Sue, That is a very good idea. I would like to do this on the HPD filter that starts the process rather than the NTE filter that actually does the notify because it is used by other applications. Any idea which HPD filter? Mark From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Barber, Sue Sent: Friday, October 25, 2013 11:06 AM To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG> Subject: Re: Suppress some notifications ** You might also be able to limit the email going out based on the user who is creating the tickets. If your event monitor has a specific user that is used to create the tickets, then set the email qualification to not fire if that is the user and the email won't be sent. Sue From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Reiser, John J Sent: Friday, October 25, 2013 10:58 AM To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG> Subject: Re: Suppress some notifications ** Mark, Are the Customer*+ and Contact+ the "automated user"? Can you set the mail address to a non-functional address? Or write a filter to mark the notification "Sent" as soon as it is created for that specific Customer*+ or Contact+/ Thank you, --- John J. Reiser Remedy Developer/Administrator Senior Software Development Analyst Lockheed Martin - MS2 The star that burns twice as bright burns half as long. Pay close attention and be illuminated by its brilliance. - paraphrased by me From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Brittain, Mark Sent: Friday, October 25, 2013 10:47 AM To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG> Subject: EXTERNAL: Suppress some notifications ** Hi All & TGIF, I have a requirement for an Incident where under certain conditions, the notification on create and close are not to be sent to the Customer*+ or the Contact+. One option would be to globally disable these notifications at the notification engine level but since this is the exception rather than the rule it would be better if I could just bypass the filter that starts the notification process. A simple go-to would be much easier in this situation and others if they come up. The incidents are being created from a monitoring event though the Incident Interface Create form so active links are not involved in the create process. Close process could either be manual or automated. Anyone know what active link/filter would need to bypass? ARS 7.6.04 SP3 ITSM 7.6.04 SP3 Thanks Mark Mark Brittain Remedy Developer, ITILv3 Foundation, CSI NaviSite, Inc. - A Time Warner Cable Company mbritt...@navisite.com<mailto:mbritt...@navisite.com> Office: 315.634.9337 Mobile: 315.882.5360 [navsig] This E-mail and any of its attachments may contain Time Warner Cable proprietary information, which is privileged, confidential, or subject to copyright belonging to Time Warner Cable. This E-mail is intended solely for the use of the individual or entity to which it is addressed. If you are not the intended recipient of this E-mail, you are hereby notified that any dissemination, distribution, copying, or action taken in relation to the contents of and attachments to this E-mail is strictly prohibited and may be unlawful. If you have received this E-mail in error, please notify the sender immediately and permanently delete the original and any copy of this E-mail and any printout. _ARSlist: "Where the Answers Are" and have been for 20 years_ _ARSlist: "Where the Answers Are" and have been for 20 years_ _ARSlist: "Where the Answers Are" and have been for 20 years_ _ARSlist: "Where the Answers Are" and have been for 20 years_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years" <>
Re: Suppress some notifications
Hi Sue, That is a very good idea. I would like to do this on the HPD filter that starts the process rather than the NTE filter that actually does the notify because it is used by other applications. Any idea which HPD filter? Mark From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Barber, Sue Sent: Friday, October 25, 2013 11:06 AM To: arslist@ARSLIST.ORG Subject: Re: Suppress some notifications ** You might also be able to limit the email going out based on the user who is creating the tickets. If your event monitor has a specific user that is used to create the tickets, then set the email qualification to not fire if that is the user and the email won't be sent. Sue From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Reiser, John J Sent: Friday, October 25, 2013 10:58 AM To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG> Subject: Re: Suppress some notifications ** Mark, Are the Customer*+ and Contact+ the "automated user"? Can you set the mail address to a non-functional address? Or write a filter to mark the notification "Sent" as soon as it is created for that specific Customer*+ or Contact+/ Thank you, --- John J. Reiser Remedy Developer/Administrator Senior Software Development Analyst Lockheed Martin - MS2 The star that burns twice as bright burns half as long. Pay close attention and be illuminated by its brilliance. - paraphrased by me From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Brittain, Mark Sent: Friday, October 25, 2013 10:47 AM To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG> Subject: EXTERNAL: Suppress some notifications ** Hi All & TGIF, I have a requirement for an Incident where under certain conditions, the notification on create and close are not to be sent to the Customer*+ or the Contact+. One option would be to globally disable these notifications at the notification engine level but since this is the exception rather than the rule it would be better if I could just bypass the filter that starts the notification process. A simple go-to would be much easier in this situation and others if they come up. The incidents are being created from a monitoring event though the Incident Interface Create form so active links are not involved in the create process. Close process could either be manual or automated. Anyone know what active link/filter would need to bypass? ARS 7.6.04 SP3 ITSM 7.6.04 SP3 Thanks Mark Mark Brittain Remedy Developer, ITILv3 Foundation, CSI NaviSite, Inc. - A Time Warner Cable Company mbritt...@navisite.com<mailto:mbritt...@navisite.com> Office: 315.634.9337 Mobile: 315.882.5360 [cid:image001.gif@01CED173.BFFA28D0] This E-mail and any of its attachments may contain Time Warner Cable proprietary information, which is privileged, confidential, or subject to copyright belonging to Time Warner Cable. This E-mail is intended solely for the use of the individual or entity to which it is addressed. If you are not the intended recipient of this E-mail, you are hereby notified that any dissemination, distribution, copying, or action taken in relation to the contents of and attachments to this E-mail is strictly prohibited and may be unlawful. If you have received this E-mail in error, please notify the sender immediately and permanently delete the original and any copy of this E-mail and any printout. _ARSlist: "Where the Answers Are" and have been for 20 years_ _ARSlist: "Where the Answers Are" and have been for 20 years_ _ARSlist: "Where the Answers Are" and have been for 20 years_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years" <>
Re: Suppress some notifications
Hi John, Pretty much the answer is no to all your question. The customer or contact the person designated to be listed on the Incident in case an engineer needs to contact that person. Same is true about the email address needing to be valid for manually sending any emails. Mark From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Reiser, John J Sent: Friday, October 25, 2013 10:58 AM To: arslist@ARSLIST.ORG Subject: Re: Suppress some notifications ** Mark, Are the Customer*+ and Contact+ the "automated user"? Can you set the mail address to a non-functional address? Or write a filter to mark the notification "Sent" as soon as it is created for that specific Customer*+ or Contact+/ Thank you, --- John J. Reiser Remedy Developer/Administrator Senior Software Development Analyst Lockheed Martin - MS2 The star that burns twice as bright burns half as long. Pay close attention and be illuminated by its brilliance. - paraphrased by me From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Brittain, Mark Sent: Friday, October 25, 2013 10:47 AM To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG> Subject: EXTERNAL: Suppress some notifications ** Hi All & TGIF, I have a requirement for an Incident where under certain conditions, the notification on create and close are not to be sent to the Customer*+ or the Contact+. One option would be to globally disable these notifications at the notification engine level but since this is the exception rather than the rule it would be better if I could just bypass the filter that starts the notification process. A simple go-to would be much easier in this situation and others if they come up. The incidents are being created from a monitoring event though the Incident Interface Create form so active links are not involved in the create process. Close process could either be manual or automated. Anyone know what active link/filter would need to bypass? ARS 7.6.04 SP3 ITSM 7.6.04 SP3 Thanks Mark Mark Brittain Remedy Developer, ITILv3 Foundation, CSI NaviSite, Inc. - A Time Warner Cable Company mbritt...@navisite.com<mailto:mbritt...@navisite.com> Office: 315.634.9337 Mobile: 315.882.5360 [cid:image001.gif@01CED172.AD0AB4C0] This E-mail and any of its attachments may contain Time Warner Cable proprietary information, which is privileged, confidential, or subject to copyright belonging to Time Warner Cable. This E-mail is intended solely for the use of the individual or entity to which it is addressed. If you are not the intended recipient of this E-mail, you are hereby notified that any dissemination, distribution, copying, or action taken in relation to the contents of and attachments to this E-mail is strictly prohibited and may be unlawful. If you have received this E-mail in error, please notify the sender immediately and permanently delete the original and any copy of this E-mail and any printout. _ARSlist: "Where the Answers Are" and have been for 20 years_ _ARSlist: "Where the Answers Are" and have been for 20 years_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years" <>
Re: Suppress some notifications
You might also be able to limit the email going out based on the user who is creating the tickets. If your event monitor has a specific user that is used to create the tickets, then set the email qualification to not fire if that is the user and the email won't be sent. Sue From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Reiser, John J Sent: Friday, October 25, 2013 10:58 AM To: arslist@ARSLIST.ORG Subject: Re: Suppress some notifications ** Mark, Are the Customer*+ and Contact+ the "automated user"? Can you set the mail address to a non-functional address? Or write a filter to mark the notification "Sent" as soon as it is created for that specific Customer*+ or Contact+/ Thank you, --- John J. Reiser Remedy Developer/Administrator Senior Software Development Analyst Lockheed Martin - MS2 The star that burns twice as bright burns half as long. Pay close attention and be illuminated by its brilliance. - paraphrased by me From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Brittain, Mark Sent: Friday, October 25, 2013 10:47 AM To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG> Subject: EXTERNAL: Suppress some notifications ** Hi All & TGIF, I have a requirement for an Incident where under certain conditions, the notification on create and close are not to be sent to the Customer*+ or the Contact+. One option would be to globally disable these notifications at the notification engine level but since this is the exception rather than the rule it would be better if I could just bypass the filter that starts the notification process. A simple go-to would be much easier in this situation and others if they come up. The incidents are being created from a monitoring event though the Incident Interface Create form so active links are not involved in the create process. Close process could either be manual or automated. Anyone know what active link/filter would need to bypass? ARS 7.6.04 SP3 ITSM 7.6.04 SP3 Thanks Mark Mark Brittain Remedy Developer, ITILv3 Foundation, CSI NaviSite, Inc. - A Time Warner Cable Company mbritt...@navisite.com<mailto:mbritt...@navisite.com> Office: 315.634.9337 Mobile: 315.882.5360 [navsig] This E-mail and any of its attachments may contain Time Warner Cable proprietary information, which is privileged, confidential, or subject to copyright belonging to Time Warner Cable. This E-mail is intended solely for the use of the individual or entity to which it is addressed. If you are not the intended recipient of this E-mail, you are hereby notified that any dissemination, distribution, copying, or action taken in relation to the contents of and attachments to this E-mail is strictly prohibited and may be unlawful. If you have received this E-mail in error, please notify the sender immediately and permanently delete the original and any copy of this E-mail and any printout. _ARSlist: "Where the Answers Are" and have been for 20 years_ _ARSlist: "Where the Answers Are" and have been for 20 years_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years" <>
Re: Suppress some notifications
Mark, Are the Customer*+ and Contact+ the "automated user"? Can you set the mail address to a non-functional address? Or write a filter to mark the notification "Sent" as soon as it is created for that specific Customer*+ or Contact+/ Thank you, --- John J. Reiser Remedy Developer/Administrator Senior Software Development Analyst Lockheed Martin - MS2 The star that burns twice as bright burns half as long. Pay close attention and be illuminated by its brilliance. - paraphrased by me From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Brittain, Mark Sent: Friday, October 25, 2013 10:47 AM To: arslist@ARSLIST.ORG Subject: EXTERNAL: Suppress some notifications ** Hi All & TGIF, I have a requirement for an Incident where under certain conditions, the notification on create and close are not to be sent to the Customer*+ or the Contact+. One option would be to globally disable these notifications at the notification engine level but since this is the exception rather than the rule it would be better if I could just bypass the filter that starts the notification process. A simple go-to would be much easier in this situation and others if they come up. The incidents are being created from a monitoring event though the Incident Interface Create form so active links are not involved in the create process. Close process could either be manual or automated. Anyone know what active link/filter would need to bypass? ARS 7.6.04 SP3 ITSM 7.6.04 SP3 Thanks Mark Mark Brittain Remedy Developer, ITILv3 Foundation, CSI NaviSite, Inc. - A Time Warner Cable Company mbritt...@navisite.com<mailto:mbritt...@navisite.com> Office: 315.634.9337 Mobile: 315.882.5360 [navsig] This E-mail and any of its attachments may contain Time Warner Cable proprietary information, which is privileged, confidential, or subject to copyright belonging to Time Warner Cable. This E-mail is intended solely for the use of the individual or entity to which it is addressed. If you are not the intended recipient of this E-mail, you are hereby notified that any dissemination, distribution, copying, or action taken in relation to the contents of and attachments to this E-mail is strictly prohibited and may be unlawful. If you have received this E-mail in error, please notify the sender immediately and permanently delete the original and any copy of this E-mail and any printout. _ARSlist: "Where the Answers Are" and have been for 20 years_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years" <>
Suppress some notifications
Hi All & TGIF, I have a requirement for an Incident where under certain conditions, the notification on create and close are not to be sent to the Customer*+ or the Contact+. One option would be to globally disable these notifications at the notification engine level but since this is the exception rather than the rule it would be better if I could just bypass the filter that starts the notification process. A simple go-to would be much easier in this situation and others if they come up. The incidents are being created from a monitoring event though the Incident Interface Create form so active links are not involved in the create process. Close process could either be manual or automated. Anyone know what active link/filter would need to bypass? ARS 7.6.04 SP3 ITSM 7.6.04 SP3 Thanks Mark Mark Brittain Remedy Developer, ITILv3 Foundation, CSI NaviSite, Inc. - A Time Warner Cable Company mbritt...@navisite.com<mailto:mbritt...@navisite.com> Office: 315.634.9337 Mobile: 315.882.5360 [cid:image001.gif@01CED16E.BFAD81B0] This E-mail and any of its attachments may contain Time Warner Cable proprietary information, which is privileged, confidential, or subject to copyright belonging to Time Warner Cable. This E-mail is intended solely for the use of the individual or entity to which it is addressed. If you are not the intended recipient of this E-mail, you are hereby notified that any dissemination, distribution, copying, or action taken in relation to the contents of and attachments to this E-mail is strictly prohibited and may be unlawful. If you have received this E-mail in error, please notify the sender immediately and permanently delete the original and any copy of this E-mail and any printout. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years" <>
Re: Notifications firing unexpectedly - Odd case
That is more or less what we do in our non-production environments where we don't want most user receiving email as results of testing. We don't have a separate form though. That is a more elegant solution. We just add a field to the User form. If somebody is whitelisted for email their User record has 'Can Receive Email' is set to Yes. On the AR System Email Messages form we have three filters. 1. Gets the value of Can Receive Email from the User form (this could be any form) where To: = Email Address 2. If it is No or NULL the second filter adds the To: field to the end of the Subject (so we know where it was supposed to go) and changes the To: to a shared email box my team has access to (and the subject shows who would have received the email). 3. Similar to filter #2 but for CC: and BCC: Since this is at the Email Engine level it is in effect for all ARS apps. [image: Inline image 1] On Fri, Sep 27, 2013 at 8:46 AM, Longwing, Lj wrote: > ** > Ray, > I don't know if there is any way around this other than to have the user > NOT be in the position to receive the emails...meaning that they shouldn't > be in the group, assignment, etc, whatever is causing the system to try to > notify themif they don't want the notification, then they shouldn't be > in the position to be sent it. > > FYI...just thought of a possible 'custom' workaround for this. > > Create a form that contains a list of 'don't send' > users/addressesmaybe even auto-fed by the people form with the user > going 'offline' (that's entirely up to you)but have workflow on the > email form that fires on submit, have it check to, cc, bcc for any > references to any of the users in question, and strip that value out of the > outgoing email, and then possibly, check to see if the 'stripping' caused > all of the destination fields to become blank, and then set the 'Send' flag > to 'No'this would effectively eliminate any scenarios where those users > receive email from the system :) > > > On Fri, Sep 27, 2013 at 9:37 AM, Ray Gellenbeck > wrote: > >> ** >> If you re-read the details, the email address values were already blanked >> out. Similarly, workflow ignores default notification mechanism if you set >> the notify action to "email" instead of "default." >> >> More important was the point that... >> >> a. The ars email engine has a peculiar way of creating and addressing >> messages that will result in emails going out in this case even though the >> email address field is $NULL$ >> b. The email engine totally ignores CTM:People settings of Status as >> well as User settings of Disabled/Enabled and Default Notification in this >> case. >> >> Ray >> >> -- >> *From:* Vyom Labs Support >> *To:* arslist@ARSLIST.ORG >> *Sent:* Friday, September 27, 2013 6:32 AM >> *Subject:* Re: Notifications firing unexpectedly - Odd case >> >> Hi, >> >> We can overcome this by enabling the option "None" for the field "Default >> Notify Mechanism" on the "User" form and By setting the "Email Address" as >> blank on "CTM:People" form. >> >> Please find attached screen shots in this regards. >> >> -- >> Regards, >> Nitesh Kumar >> >> Vyom Labs Pvt. Ltd. >> BSM Solutions & Services || ITIL Consulting & Training >> Email: [hidden email] || Web Site: www.vyomlabs.com Follow Vyom Labs >> http://twitter.com/#!/vyomlabs >> || http://www.linkedin.com/company/vyom-labs >> -Original Message- >> From: Action Request System discussion list(ARSList) [mailto: >> arslist@ARSLIST.ORG] On Behalf Of Ray Gellenbeck >> Sent: Thursday, September 26, 2013 11:42 PM >> To: arslist@ARSLIST.ORG >> Subject: Notifications firing unexpectedly - Odd case >> >> I have ITSM installed but have customer workflow installed. At one >> point, all members of a given group are sent a email notification via >> filter. >> >> An unexpected behavior happens. >> >> Details (this is tricky, so read carefully) >> 7.6.04 server (Remedy OnDemand system, not that it matters except to >> describe underlying components/config) >> >> Each person's UserID/login is their email address (for SSO purposes, we >> use the full email address for their ID to allow the solution to be >> accessible by all our domains). >> >> Example, my login ID would be Raymond.Gellenbeck@(domain).sony.com >> >> ODD B
Re: Notifications firing unexpectedly - Odd case
I did and it worked as you explained. The Email Engine has the ability to receive a username in the AR System Email Messages form and find the email address at run time. If an email address isn't found then it will try the username as is and well in your case that is a valid email address so an email is sent. I think there might be a little confusion around the dependencies though. The Email Engine doesn't care about CTM:People or the Notification Engine ( NTE) for that matter. People and NTE are apps built on ARS . The Email Engine is core AR functionality (more or less). The Email Engine works with or without People and/or NTE. These two forms/apps need the Email Engine but the Email Engine doesn't need them. The apps are designed to utilize the a core feature of AR, the Email Engine. People and NTE give the Email Engine the data it needed to email somebody. Over simplifying... the Email Engine could be thought of as a subroutine. I think in your second paragraph you explained how the Email Engine is designed to work. If a filter's mechanism is User Profile Default, AR System looks to the User form to see what the mechanism should be. This is before the Email Engine is even involved. If the filter is set to Email it does not look to find the mechanism in the User record and sends the notification to the Email Engine no matter what. I suspect this is what is happening in NTE. There are filters that are hard coded to send an email, alert and even page if I remember correctly. The Run If is based on ITSMapplication defaults or a more granularly specified CTM:People preference. Since the ITSM app default is email or the People records is configured to use email I believe the NTEEmail filter Run If is true based on ITSM data and therefore being sent to the Email Engine. The issue isn't necessarily and issue with the Email Engine, it is just being fed data. If there is a defect it is in the ITSM side of things where ITSM shouldn't be sending notification data to the Email Engine. That doesn't mean you don't still have an issue in your environment but I hope it clarifies where I believe the problem lies. Jason On Fri, Sep 27, 2013 at 1:40 AM, Ray Gellenbeck wrote: > It is really using the user name. Try it. Create a User record with no > email address value but a valid-formatted email address for the Login ID > field. > > The notify action is not paying attention to which mechanism is selected, > I selected "email" in the construction of the notify action in the filter. > It will only check notification preference if I leave it set to "default" > when I make the notify action. That is also something to bear in mind when > testing and you have VIP's that don't want to be bothered. > > The short answer is: Email engine uses the User form and ignores > CTM:People. Worse, email engine's methodology leads to unexpected action > in this unique case. In ANY case, it will ignore the notification > preference in CTM:People if your filter is set to EMAIL and it WILL send > messages to people who are not Disabled in the User form. > > > ___ > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org > "Where the Answers Are, and have been for 20 years" > ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
Re: Notifications firing unexpectedly - Odd case
Ray, I don't know if there is any way around this other than to have the user NOT be in the position to receive the emails...meaning that they shouldn't be in the group, assignment, etc, whatever is causing the system to try to notify themif they don't want the notification, then they shouldn't be in the position to be sent it. FYI...just thought of a possible 'custom' workaround for this. Create a form that contains a list of 'don't send' users/addressesmaybe even auto-fed by the people form with the user going 'offline' (that's entirely up to you)but have workflow on the email form that fires on submit, have it check to, cc, bcc for any references to any of the users in question, and strip that value out of the outgoing email, and then possibly, check to see if the 'stripping' caused all of the destination fields to become blank, and then set the 'Send' flag to 'No'this would effectively eliminate any scenarios where those users receive email from the system :) On Fri, Sep 27, 2013 at 9:37 AM, Ray Gellenbeck wrote: > ** > If you re-read the details, the email address values were already blanked > out. Similarly, workflow ignores default notification mechanism if you set > the notify action to "email" instead of "default." > > More important was the point that... > > a. The ars email engine has a peculiar way of creating and addressing > messages that will result in emails going out in this case even though the > email address field is $NULL$ > b. The email engine totally ignores CTM:People settings of Status as well > as User settings of Disabled/Enabled and Default Notification in this case. > > Ray > > -- > *From:* Vyom Labs Support > *To:* arslist@ARSLIST.ORG > *Sent:* Friday, September 27, 2013 6:32 AM > *Subject:* Re: Notifications firing unexpectedly - Odd case > > Hi, > > We can overcome this by enabling the option "None" for the field "Default > Notify Mechanism" on the "User" form and By setting the "Email Address" as > blank on "CTM:People" form. > > Please find attached screen shots in this regards. > > -- > Regards, > Nitesh Kumar > > Vyom Labs Pvt. Ltd. > BSM Solutions & Services || ITIL Consulting & Training > Email: [hidden email] || Web Site: www.vyomlabs.com Follow Vyom Labs > http://twitter.com/#!/vyomlabs > || http://www.linkedin.com/company/vyom-labs > -Original Message- > From: Action Request System discussion list(ARSList) [mailto: > arslist@ARSLIST.ORG] On Behalf Of Ray Gellenbeck > Sent: Thursday, September 26, 2013 11:42 PM > To: arslist@ARSLIST.ORG > Subject: Notifications firing unexpectedly - Odd case > > I have ITSM installed but have customer workflow installed. At one point, > all members of a given group are sent a email notification via filter. > > An unexpected behavior happens. > > Details (this is tricky, so read carefully) > 7.6.04 server (Remedy OnDemand system, not that it matters except to > describe underlying components/config) > > Each person's UserID/login is their email address (for SSO purposes, we > use the full email address for their ID to allow the solution to be > accessible by all our domains). > > Example, my login ID would be Raymond.Gellenbeck@(domain).sony.com > > ODD BEHAVIOR (PROBLEM): > If the person's profile in CTM:People is set to "Offline" and their actual > "E-Mail Address" field is blank, they still get an email sent via the > workflow. > > ***NOT*** what was expected nor desired. > > More detail and theory on why this happens: > > Setting someone to Offline in CTM:People does NOT set their User record's > "Status" field to "Disabled". > > The ARS Email engine is getting the command from the filter to email this > group, then creating a record for each group member. > > For each message record, it then checks that person's CTM:People record's > email address field and changes the "to" value from the UserID to email > address if it finds a value. It does not skip records set to "Offline". > Alternately, it may be checking the User table instead. > > Regardless of where it checks, if it fails to find a value for email > address, it leaves the UserID in place and attempts to send. > > I tested this theory by creating a new group member (bigbob, for > example). The test member record has no value for email address and the > userID is not a valid email address. > > Sure enough, the email engine fills in the value bigbob, then fails to > find an email address a
Re: Notifications firing unexpectedly - Odd case
If you re-read the details, the email address values were already blanked out.  Similarly, workflow ignores default notification mechanism if you set the notify action to "email" instead of "default." More important was the point that... a.  The ars email engine has a peculiar way of creating and addressing messages that will result in emails going out in this case even though the email address field is $NULL$ b.  The email engine totally ignores CTM:People settings of Status as well as User settings of Disabled/Enabled and Default Notification in this case. Ray From: Vyom Labs Support To: arslist@ARSLIST.ORG Sent: Friday, September 27, 2013 6:32 AM Subject: Re: Notifications firing unexpectedly - Odd case Hi, We can overcome this by enabling the option "None" for the field "Default Notify Mechanism" on the "User" form and By setting the "Email Address" as blank on "CTM:People" form. Please find attached screen shots in this regards. -- Regards, Nitesh Kumar Vyom Labs Pvt. Ltd. BSM Solutions & Services || ITIL Consulting & Training Email: [hidden email] || Web Site: www.vyomlabs.com Follow Vyom Labs http://twitter.com/#!/vyomlabs || http://www.linkedin.com/company/vyom-labs -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Ray Gellenbeck Sent: Thursday, September 26, 2013 11:42 PM To: arslist@ARSLIST.ORG Subject: Notifications firing unexpectedly - Odd case I have ITSM installed but have customer workflow installed. At one point, all members of a given group are sent a email notification via filter. An unexpected behavior happens. Details (this is tricky, so read carefully) 7.6.04 server (Remedy OnDemand system, not that it matters except to describe underlying components/config) Each person's UserID/login is their email address (for SSO purposes, we use the full email address for their ID to allow the solution to be accessible by all our domains). Example, my login ID would be Raymond.Gellenbeck@(domain).sony.com ODD BEHAVIOR (PROBLEM): If the person's profile in CTM:People is set to "Offline" and their actual "E-Mail Address" field is blank, they still get an email sent via the workflow. ***NOT*** what was expected nor desired. More detail and theory on why this happens: Setting someone to Offline in CTM:People does NOT set their User record's "Status" field to "Disabled". The ARS Email engine is getting the command from the filter to email this group, then creating a record for each group member. For each message record, it then checks that person's CTM:People record's email address field and changes the "to" value from the UserID to email address if it finds a value. It does not skip records set to "Offline". Alternately, it may be checking the User table instead. Regardless of where it checks, if it fails to find a value for email address, it leaves the UserID in place and attempts to send. I tested this theory by creating a new group member (bigbob, for example). The test member record has no value for email address and the userID is not a valid email address. Sure enough, the email engine fills in the value bigbob, then fails to find an email address and attempts to send the message to just "bigbob" and results in the attempt record being set to "error" instead of "sent". So, I guess the point is, do NOT think that just setting a person to "Offline" will prevent them from getting email messages if you use this naming convention for loginID's. To explain, we use this scheme so that all domains can participate in using the change management tool and the microsoft-side team decided they wanted to use this scheme rather than the "(domain)\(domainID)" format. Replies are welcome that clarify the source(s) the email engine checks and what the rules are regarding status and when to ignore a person/record. Thanks in advance. Raymond H. Gellenbeck Manager | Business Service Management Sony Network Entertainment P: 858.207.1563 | M: 619.500.3993 E: raymond.gellenb...@am.sony.com ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years" ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years" ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
Re: Notifications firing unexpectedly - Odd case
Sorry, but that has zero effect on this case.  Already tested and proven. From: Vyom Labs Support To: arslist@ARSLIST.ORG Sent: Friday, September 27, 2013 6:32 AM Subject: Re: Notifications firing unexpectedly - Odd case Hi, We can overcome this by enabling the option "None" for the field "Default Notify Mechanism" on the "User" form and By setting the "Email Address" as blank on "CTM:People" form. Please find attached screen shots in this regards. -- Regards, Nitesh Kumar Vyom Labs Pvt. Ltd. BSM Solutions & Services || ITIL Consulting & Training Email: [hidden email] || Web Site: www.vyomlabs.com Follow Vyom Labs http://twitter.com/#!/vyomlabs || http://www.linkedin.com/company/vyom-labs -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Ray Gellenbeck Sent: Thursday, September 26, 2013 11:42 PM To: arslist@ARSLIST.ORG Subject: Notifications firing unexpectedly - Odd case I have ITSM installed but have customer workflow installed. At one point, all members of a given group are sent a email notification via filter. An unexpected behavior happens. Details (this is tricky, so read carefully) 7.6.04 server (Remedy OnDemand system, not that it matters except to describe underlying components/config) Each person's UserID/login is their email address (for SSO purposes, we use the full email address for their ID to allow the solution to be accessible by all our domains). Example, my login ID would be Raymond.Gellenbeck@(domain).sony.com ODD BEHAVIOR (PROBLEM): If the person's profile in CTM:People is set to "Offline" and their actual "E-Mail Address" field is blank, they still get an email sent via the workflow. ***NOT*** what was expected nor desired. More detail and theory on why this happens: Setting someone to Offline in CTM:People does NOT set their User record's "Status" field to "Disabled". The ARS Email engine is getting the command from the filter to email this group, then creating a record for each group member. For each message record, it then checks that person's CTM:People record's email address field and changes the "to" value from the UserID to email address if it finds a value. It does not skip records set to "Offline". Alternately, it may be checking the User table instead. Regardless of where it checks, if it fails to find a value for email address, it leaves the UserID in place and attempts to send. I tested this theory by creating a new group member (bigbob, for example). The test member record has no value for email address and the userID is not a valid email address. Sure enough, the email engine fills in the value bigbob, then fails to find an email address and attempts to send the message to just "bigbob" and results in the attempt record being set to "error" instead of "sent". So, I guess the point is, do NOT think that just setting a person to "Offline" will prevent them from getting email messages if you use this naming convention for loginID's. To explain, we use this scheme so that all domains can participate in using the change management tool and the microsoft-side team decided they wanted to use this scheme rather than the "(domain)\(domainID)" format. Replies are welcome that clarify the source(s) the email engine checks and what the rules are regarding status and when to ignore a person/record. Thanks in advance. Raymond H. Gellenbeck Manager | Business Service Management Sony Network Entertainment P: 858.207.1563 | M: 619.500.3993 E: raymond.gellenb...@am.sony.com ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years" ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years" ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
Re: Notifications firing unexpectedly - Odd case
It is really using the user name. Try it. Create a User record with no email address value but a valid-formatted email address for the Login ID field. The notify action is not paying attention to which mechanism is selected, I selected "email" in the construction of the notify action in the filter. It will only check notification preference if I leave it set to "default" when I make the notify action. That is also something to bear in mind when testing and you have VIP's that don't want to be bothered. The short answer is: Email engine uses the User form and ignores CTM:People. Worse, email engine's methodology leads to unexpected action in this unique case. In ANY case, it will ignore the notification preference in CTM:People if your filter is set to EMAIL and it WILL send messages to people who are not Disabled in the User form. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
Re: Notifications firing unexpectedly - Odd case
That is an interesting issue. It does make sense to me though. I am a fan of the email address = username when you have people that are not from your company. What I think is happening is the people record is set to use email as the preference by default. The notification engine is going to reference that and force the notification action to be email instead of using the User Default Notify Mechanism. So their email address is NULL in the people record but wait! The Email Engine can send to just a Login Name. Well that just happens to be an email address. As you noted with bigbob the Email Engine will send to a username as entered. It will fail when trying to send a mail to bigbob but the username 'Raymond.Gellenbeck@(domain).sony.com' can validly receive email so it does. So should the Notification Engine try to send email to people that are Offline? That could be debated for and against. I am wondering does the User form still have the email address in the Email Address field? I wonder if nulling it there would help or is it really sending to the Login Name? The Disable option in the User form is just there for looks (except for a certain SSO product, thanks John for inserting your voice into my head). See (and vote on) this Idea https://communities.bmc.com/ideas/1701 if you think the Disable choice should do something. Jason On Thu, Sep 26, 2013 at 11:12 AM, Ray Gellenbeck wrote: > I have ITSM installed but have customer workflow installed. At one point, > all members of a given group are sent a email notification via filter. > > An unexpected behavior happens. > > Details (this is tricky, so read carefully) > 7.6.04 server (Remedy OnDemand system, not that it matters except to > describe underlying components/config) > > Each person's UserID/login is their email address (for SSO purposes, we > use the full email address for their ID to allow the solution to be > accessible by all our domains). > > Example, my login ID would be Raymond.Gellenbeck@(domain).sony.com > > ODD BEHAVIOR (PROBLEM): > If the person's profile in CTM:People is set to "Offline" and their actual > "E-Mail Address" field is blank, they still get an email sent via the > workflow. > > ***NOT*** what was expected nor desired. > > More detail and theory on why this happens: > > Setting someone to Offline in CTM:People does NOT set their User record's > "Status" field to "Disabled". > > The ARS Email engine is getting the command from the filter to email this > group, then creating a record for each group member. > > For each message record, it then checks that person's CTM:People record's > email address field and changes the "to" value from the UserID to email > address if it finds a value. It does not skip records set to "Offline". > Alternately, it may be checking the User table instead. > > Regardless of where it checks, if it fails to find a value for email > address, it leaves the UserID in place and attempts to send. > > I tested this theory by creating a new group member (bigbob, for example). > The test member record has no value for email address and the userID is > not a valid email address. > > Sure enough, the email engine fills in the value bigbob, then fails to > find an email address and attempts to send the message to just "bigbob" and > results in the attempt record being set to "error" instead of "sent". > > So, I guess the point is, do NOT think that just setting a person to > "Offline" will prevent them from getting email messages if you use this > naming convention for loginID's. > > To explain, we use this scheme so that all domains can participate in > using the change management tool and the microsoft-side team decided they > wanted to use this scheme rather than the "(domain)\(domainID)" format. > > Replies are welcome that clarify the source(s) the email engine checks and > what the rules are regarding status and when to ignore a person/record. > Thanks in advance. > > Raymond H. Gellenbeck > Manager | Business Service Management > Sony Network Entertainment > P: 858.207.1563 | M: 619.500.3993 > E: raymond.gellenb...@am.sony.com > > > ___ > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org > "Where the Answers Are, and have been for 20 years" > ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
Notifications firing unexpectedly - Odd case
I have ITSM installed but have customer workflow installed. At one point, all members of a given group are sent a email notification via filter. An unexpected behavior happens. Details (this is tricky, so read carefully) 7.6.04 server (Remedy OnDemand system, not that it matters except to describe underlying components/config) Each person's UserID/login is their email address (for SSO purposes, we use the full email address for their ID to allow the solution to be accessible by all our domains). Example, my login ID would be Raymond.Gellenbeck@(domain).sony.com ODD BEHAVIOR (PROBLEM): If the person's profile in CTM:People is set to "Offline" and their actual "E-Mail Address" field is blank, they still get an email sent via the workflow. ***NOT*** what was expected nor desired. More detail and theory on why this happens: Setting someone to Offline in CTM:People does NOT set their User record's "Status" field to "Disabled". The ARS Email engine is getting the command from the filter to email this group, then creating a record for each group member. For each message record, it then checks that person's CTM:People record's email address field and changes the "to" value from the UserID to email address if it finds a value. It does not skip records set to "Offline". Alternately, it may be checking the User table instead. Regardless of where it checks, if it fails to find a value for email address, it leaves the UserID in place and attempts to send. I tested this theory by creating a new group member (bigbob, for example). The test member record has no value for email address and the userID is not a valid email address. Sure enough, the email engine fills in the value bigbob, then fails to find an email address and attempts to send the message to just "bigbob" and results in the attempt record being set to "error" instead of "sent". So, I guess the point is, do NOT think that just setting a person to "Offline" will prevent them from getting email messages if you use this naming convention for loginID's. To explain, we use this scheme so that all domains can participate in using the change management tool and the microsoft-side team decided they wanted to use this scheme rather than the "(domain)\(domainID)" format. Replies are welcome that clarify the source(s) the email engine checks and what the rules are regarding status and when to ignore a person/record. Thanks in advance. Raymond H. Gellenbeck Manager | Business Service Management Sony Network Entertainment P: 858.207.1563 | M: 619.500.3993 E: raymond.gellenb...@am.sony.com ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
Re: Removing links in Email notifications?
You can modify the filters which sends these notification and uncheck the url option. From: Anders, Thomas (ext)-2 [via ARS (Action Request System)] [mailto:ml-node+s1093659n7591507...@n2.nabble.com] Sent: 06 September 2013 14:03 To: Dhananjay Deshpande Subject: Removing links in Email notifications? Listers, I want to remove the links at top of the Customer Receipt Information and Customer Resolution notification mails from our ITSM 7.6.03, but those links are not shown in the respective template. Is there a chance we can only remove this from the two notifications towards customer, and keep the link for the others? Thanks, Thomas ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org<http://www.arslist.org> "Where the Answers Are, and have been for 20 years" If you reply to this email, your message will be added to the discussion below: http://ars-action-request-system.1093659.n2.nabble.com/Removing-links-in-Email-notifications-tp7591507.html To start a new topic under ARS (Action Request System), email ml-node+s1093659n1093659...@n2.nabble.com<mailto:ml-node+s1093659n1093659...@n2.nabble.com> To unsubscribe from ARS (Action Request System), click here<http://ars-action-request-system.1093659.n2.nabble.com/template/NamlServlet.jtp?macro=unsubscribe_by_code&node=1093659&code=ZGhhbmFuamF5LmRlc2hwYW5kZUBpbi5mdWppdHN1LmNvbXwxMDkzNjU5fC04NjQwNTQzOTI=>. NAML<http://ars-action-request-system.1093659.n2.nabble.com/template/NamlServlet.jtp?macro=macro_viewer&id=instant_html%21nabble%3Aemail.naml&base=nabble.naml.namespaces.BasicNamespace-nabble.view.web.template.NabbleNamespace-nabble.naml.namespaces.BasicNamespace-nabble.view.web.template.NabbleNamespace-nabble.naml.namespaces.BasicNamespace-nabble.view.web.template.NabbleNamespace-nabble.naml.namespaces.BasicNamespace-nabble.view.web.template.NabbleNamespace-nabble.naml.namespaces.BasicNamespace-nabble.view.web.template.NabbleNamespace-nabble.naml.namespaces.BasicNamespace-nabble.view.web.template.NabbleNamespace-nabble.naml.namespaces.BasicNamespace-nabble.view.web.template.NabbleNamespace-nabble.view.web.template.NodeNamespace&breadcrumbs=notify_subscribers%21nabble%3Aemail.naml-instant_emails%21nabble%3Aemail.naml-send_instant_email%21nabble%3Aemail.naml> -- View this message in context: http://ars-action-request-system.1093659.n2.nabble.com/Removing-links-in-Email-notifications-tp7591507p7591509.html Sent from the ARS (Action Request System) mailing list archive at Nabble.com. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
Removing links in Email notifications?
Listers, I want to remove the links at top of the Customer Receipt Information and Customer Resolution notification mails from our ITSM 7.6.03, but those links are not shown in the respective template. Is there a chance we can only remove this from the two notifications towards customer, and keep the link for the others? Thanks, Thomas ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
Re: Customization - Dynamic Notifications based on Product Categorization Table Loop and Notify issue.
:) Thank You Fred... You are correct. I knew I was having a blonde moment. Thanks again, Brandi From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Grooms, Frederick W Sent: Wednesday, August 21, 2013 10:50 AM To: arslist@ARSLIST.ORG Subject: Re: Customization - Dynamic Notifications based on Product Categorization Table Loop and Notify issue. ** Instead of doing Notify action, you could do a Push to the AR System Email Messages form Fred From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Barbour, Brandi D Sent: Wednesday, August 21, 2013 10:02 AM To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG> Subject: Customization - Dynamic Notifications based on Product Categorization Table Loop and Notify issue. ** I have a requirement that at first thought was no big deal. However, it has turned into something more than I expected. We need our Incident form to page out people based on Product categorizations determined by the users through a custom form. There are up to 100 ish people that could potentially get notified. I created a custom form for the users to select the categories they wanted to be be notified on. Then put a table on the incident form and a few temp fields for a table loop. The problem is that even though the Email To field is 32000 char limit the actual Filter "Notify" Action To field is limited to 254. Therefore, the notifications are being cut off. I then tried doing a table look and in a Filter Guide adding the Notify to send a notification one at a time. However, this causes a significant delay in the saving of the Incident and I get an error at the end about "Does not exist in Database". Has anyone another idea? I was thinking I could try using going back to the original plan and then creating more temp fields and partitioning it out further based on number of char. Possibly using the listget function to retrieve each address and only append 10 to each temp field and notifying off those fields, however that is a lot of temp fields to create and I would assume performance will still be an issue. Any other ideas would be appreciated? I am really hoping I am over thinking this. Thanks, Brandi ARS 7.6.4 sp 3 ITSM 7.6.4 sp 2 SQL Windows The information transmitted is intended only for the person or entity to which it is addressed and may contain confidential and/or privileged material. If the reader of this message is not the intended recipient, you are hereby notified that your access is unauthorized, and any review, dissemination, distribution or copying of this message including any attachments is strictly prohibited. If you are not the intended recipient, please contact the sender and delete the material from any computer. _ARSlist: "Where the Answers Are" and have been for 20 years_ The information transmitted is intended only for the person or entity to which it is addressed and may contain confidential and/or privileged material. If the reader of this message is not the intended recipient, you are hereby notified that your access is unauthorized, and any review, dissemination, distribution or copying of this message including any attachments is strictly prohibited. If you are not the intended recipient, please contact the sender and delete the material from any computer. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
Re: Customization - Dynamic Notifications based on Product Categorization Table Loop and Notify issue.
Instead of doing Notify action, you could do a Push to the AR System Email Messages form Fred From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Barbour, Brandi D Sent: Wednesday, August 21, 2013 10:02 AM To: arslist@ARSLIST.ORG Subject: Customization - Dynamic Notifications based on Product Categorization Table Loop and Notify issue. ** I have a requirement that at first thought was no big deal. However, it has turned into something more than I expected. We need our Incident form to page out people based on Product categorizations determined by the users through a custom form. There are up to 100 ish people that could potentially get notified. I created a custom form for the users to select the categories they wanted to be be notified on. Then put a table on the incident form and a few temp fields for a table loop. The problem is that even though the Email To field is 32000 char limit the actual Filter "Notify" Action To field is limited to 254. Therefore, the notifications are being cut off. I then tried doing a table look and in a Filter Guide adding the Notify to send a notification one at a time. However, this causes a significant delay in the saving of the Incident and I get an error at the end about "Does not exist in Database". Has anyone another idea? I was thinking I could try using going back to the original plan and then creating more temp fields and partitioning it out further based on number of char. Possibly using the listget function to retrieve each address and only append 10 to each temp field and notifying off those fields, however that is a lot of temp fields to create and I would assume performance will still be an issue. Any other ideas would be appreciated? I am really hoping I am over thinking this. Thanks, Brandi ARS 7.6.4 sp 3 ITSM 7.6.4 sp 2 SQL Windows The information transmitted is intended only for the person or entity to which it is addressed and may contain confidential and/or privileged material. If the reader of this message is not the intended recipient, you are hereby notified that your access is unauthorized, and any review, dissemination, distribution or copying of this message including any attachments is strictly prohibited. If you are not the intended recipient, please contact the sender and delete the material from any computer. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
Customization - Dynamic Notifications based on Product Categorization Table Loop and Notify issue.
I have a requirement that at first thought was no big deal. However, it has turned into something more than I expected. We need our Incident form to page out people based on Product categorizations determined by the users through a custom form. There are up to 100 ish people that could potentially get notified. I created a custom form for the users to select the categories they wanted to be be notified on. Then put a table on the incident form and a few temp fields for a table loop. The problem is that even though the Email To field is 32000 char limit the actual Filter "Notify" Action To field is limited to 254. Therefore, the notifications are being cut off. I then tried doing a table look and in a Filter Guide adding the Notify to send a notification one at a time. However, this causes a significant delay in the saving of the Incident and I get an error at the end about "Does not exist in Database". Has anyone another idea? I was thinking I could try using going back to the original plan and then creating more temp fields and partitioning it out further based on number of char. Possibly using the listget function to retrieve each address and only append 10 to each temp field and notifying off those fields, however that is a lot of temp fields to create and I would assume performance will still be an issue. Any other ideas would be appreciated? I am really hoping I am over thinking this. Thanks, Brandi ARS 7.6.4 sp 3 ITSM 7.6.4 sp 2 SQL Windows The information transmitted is intended only for the person or entity to which it is addressed and may contain confidential and/or privileged material. If the reader of this message is not the intended recipient, you are hereby notified that your access is unauthorized, and any review, dissemination, distribution or copying of this message including any attachments is strictly prohibited. If you are not the intended recipient, please contact the sender and delete the material from any computer. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
Re: Email notifications being sent to obsolete users? Remedy 7.5
We had the same issue in our 7.6.03 environment, and there is an article on the support site that discusses the fix. Here are the details from the article for 7.5. The 7.6.03 fix resolved the issue for us. Hope this helps. On From CTM:SupportGroupAssocPeopleLookUp and Form CTM:SupportGroupFunctionalRolePeopleLookUp Create new Field From CTM:People Create Profile Status On NTE:SYS-NT Process Control form Modify the table qualification for table z2TH_SupportGroupFuncRoleLookUp and z2TH_SupportGroupLookUp by adding AND 'Profile Status' = "Enabled" Andy Lauber Software Engineer II Midland Loan Services, a PNC Real Estate business 10851 Mastin, Suite 300 Overland Park KS 66210 (p) 913.253.9097 | (f) 913.253.9001 james.lau...@midlandls.com From: "Sanner, Lorraine" To: arslist@ARSLIST.ORG Date: 08/15/2013 06:41 PM Subject: Email notifications being sent to obsolete users? Remedy 7.5 Sent by: "Action Request System discussion list(ARSList)" ** I noticed yesterday that when tickets were assigned to groups, we were getting âUndeliverableâ messages back from the mail server. All of these were notifications (A ticket has been assigned to your groupâŚ) that appear to have been sent to users who are no longer with the organization, and whose profiles in Remedy are Obsolete. Iâve gone in and changed these Obsolete users to Non-Support. Is there something I should be doing differently? This is what weâve been doing for years and itâs only come up as a problem in the past 2 days. Thanks! Lorraine Sanner _ARSlist: "Where the Answers Are" and have been for 20 years_ The contents of this email are the property of PNC. If it was not addressed to you, you have no legal right to read it. If you think you received it in error, please notify the sender. Do not forward or copy without permission of the sender. This message may contain an advertisement of a product or service and thus may constitute a commercial electronic mail message under US Law. The postal address for PNC is 249 Fifth Avenue, Pittsburgh, PA 15222. If you do not wish to receive any additional advertising or promotional messages from PNC at this e-mail address, click here to unsubscribe. https://pnc.p.delivery.net/m/u/pnc/uni/p.asp By unsubscribing to this message, you will be unsubscribed from all advertising or promotional messages from PNC. Removing your e-mail address from this mailing list will not affect your subscription to alerts, e-newsletters or account servicing e-mails. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
Re: Email notifications being sent to obsolete users? Remedy 7.5
Hi,
According to me no need to change the user to Non-support we can use the
arreload.exe utility for this.
Location of file arrelaod.exe is: C:\Program Files\BMC Software\ARSystem
(Your installation directory)
The arreload utility executes the BMC Remedy AR System interface that
enables you to empty the access control cache on one or more BMC Remedy AR
System servers and reload it from a particular User or Group form. If you
experience problems with permissions or behaviors in the Group or User form,
the cache might need to be emptied and reloaded. Run arreload to reload the
cache.
arreload -a "adminUser" [-o portNumber] {-u|-g} "schema"
[-f] [-p " adminPassword"] [-h " serverNameValue"] [-d]
You can specify the following option in any order on the command line.
Enclose attributes in double quotation
marks:
-f - Deletes all user or group requests from the cache on the specified
target computers before reloading
from the source computer. This option is useful for clearing out obsolete
definitions that are no longer
recognized.
Version: ARS/ITSM 8.1
For more information you can refer to: BMC Remedy AR System 8.1.00 online
documentation.pdf
--
Regards,
Vilas Auti
Vyom Labs Pvt. Ltd.
BSM Solutions & Services || ITIL Consulting & Training
Email: [hidden email]
<http://ars-action-request-system.1093659.n2.nabble.com/user/SendEmail.jtp?t
ype=node&node=7583733&i=0> || Web Site: www.vyomlabs.com Follow Vyom Labs
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From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Sanner, Lorraine
Sent: Friday, August 16, 2013 5:11 AM
To: arslist@ARSLIST.ORG
Subject: Email notifications being sent to obsolete users? Remedy 7.5
**
I noticed yesterday that when tickets were assigned to groups, we were
getting "Undeliverable" messages back from the mail server. All of these
were notifications (A ticket has been assigned to your group.) that appear
to have been sent to users who are no longer with the organization, and
whose profiles in Remedy are Obsolete.
I've gone in and changed these Obsolete users to Non-Support. Is there
something I should be doing differently? This is what we've been doing for
years and it's only come up as a problem in the past 2 days.
Thanks!
Lorraine Sanner
_ARSlist: "Where the Answers Are" and have been for 20 years_
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Re: Email notifications being sent to obsolete users? Remedy 7.5
Hi, Weâve had this occur in the past. In our case it was caused by user entries still being present in the User form, even though the same person is/was set to offline or delete on the people form. A good example was the Service Desk, which typically has a higher turnover of staff than other areas. I might not be quite correct here, but when Remedy sends an email to âservice deskâ it sent emails to anybody with a valid entry in the Group List field, on the User form. The reverse has also occurred, where a user might be a member of a support group when viewed via the CTM:People form, but the entry was not duplicated on to the user form, hence those users never got notifications when a ticket was assigned to their group. Iâll point out that we use AD to fully populate Remedy with users and their associated Application Permissions, Support Groups and Support Group Functional Roles, but it was failing on a small number of users, hence the issue. Thanks -- Mike Date: Thu, 15 Aug 2013 16:41:29 -0700 From: lsan...@courts.az.gov Subject: Email notifications being sent to obsolete users? Remedy 7.5 To: arslist@ARSLIST.ORG ** I noticed yesterday that when tickets were assigned to groups, we were getting âUndeliverableâ messages back from the mail server. All of these were notifications (A ticket has been assigned to your groupâŚ) that appear to have been sent to users who are no longer with the organization, and whose profiles in Remedy are Obsolete.Iâve gone in and changed these Obsolete users to Non-Support. Is there something I should be doing differently? This is what weâve been doing for years and itâs only come up as a problem in the past 2 days. Thanks! Lorraine Sanner_ARSlist: "Where the Answers Are" and have been for 20 years_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
Email notifications being sent to obsolete users? Remedy 7.5
I noticed yesterday that when tickets were assigned to groups, we were getting "Undeliverable" messages back from the mail server. All of these were notifications (A ticket has been assigned to your group...) that appear to have been sent to users who are no longer with the organization, and whose profiles in Remedy are Obsolete. I've gone in and changed these Obsolete users to Non-Support. Is there something I should be doing differently? This is what we've been doing for years and it's only come up as a problem in the past 2 days. Thanks! Lorraine Sanner ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
SRM Notifications
ARS 7.6.04 SP1 ITSM 7.6.04 SP1 Configured to create a service request when an incident is created I hope I am missing something basic here. I have two SRM notification questions. 1. When an Incident is created, the service request notification is sent out (SRM-REQ-Submitted-Requester) and not the incident notification (HPD-INC-CustomerReceiptConfirmation). I get that works as designed based on our configuration. My customer wants to be able to view the notification that was send to the customer. When I click on View Audit Log from the Incident and select the Notifications tab, there are no customer notifications there. Is this normal? I assume I just need to find the service request notifications and add a push fields to the NTE:Notifier Log but before I went down that road I wanted to confirm that there wasn't some OOTB method for me to verfiy that the customer notifications were sent since the request notifications dont appear to be in the incident view audit log. P.S. We don't store records in the AR System Email Messages form so I can't use that form. 2. If an Incident is Resolved and Saved at the same time, the HPD-INC-CustomerReceiptConfirmation is sent. If an Incident is saved and then resolved later, the service request notification always fires. Is this expected behavior? My challenge is explaining to the customer why one notification message is sent when a ticket is created if a certain critiria is met and another message is sent depending on the steps followed. I would think that it is either the service request that sends out the notifications or the incident that sends out the notifications. Thanks in advance Kevin ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
Re: Idea for a protection against massive notifications ?
I replied to the Communities post with why this works. Jason On Sat, Jun 1, 2013 at 10:04 AM, Sylvain YVON wrote: > ** > Thank you guys, creating users named "0", "1", etc is a great trick, I > will try that. > I also posted a small dev idea on Communities which might be complementary. > > > > On Fri, May 31, 2013 at 7:57 PM, David Durling wrote: > >> ** >> >> If there are other characters that can cause the issue, perhaps >> validating the email field on the form minimally with a filter, something >> like 'Your Email Field' LIKE "%_@_%._%" would help I think. >> >> ** ** >> >> By the way, maybe I was wrong about the filter on the AR System Email >> Messages form â it might not see the 0 anyway at that point. >> >> ** ** >> >> David D. >> >> ** ** >> >> ** ** >> >> *From:* Action Request System discussion list(ARSList) [mailto: >> arslist@ARSLIST.ORG] *On Behalf Of *Tanner, Doug >> *Sent:* Friday, May 31, 2013 1:41 PM >> >> *To:* arslist@ARSLIST.ORG >> *Subject:* Re: Idea for a protection against massive notifications ? >> >> ** ** >> >> ** >> >> I have seen a * do it as well. >> >> Doug >> >> ** ** >> >> *From:* Action Request System discussion list(ARSList) [ >> mailto:arslist@ARSLIST.ORG ] *On Behalf Of *David >> Durling >> *Sent:* Friday, May 31, 2013 1:12 PM >> *To:* arslist@ARSLIST.ORG >> *Subject:* Re: Idea for a protection against massive notifications ? >> >> ** ** >> >> ** >> >> Sylvain, >> >> ** ** >> >> Approaches mentioned in the past have included making a user record named >> 0 (thatâs a zero) so itâs notified rather than the Public group, or I >> believe putting a filter on the AR System Email Messages form to throw an >> error on submit. >> >> ** ** >> >> Someone on this old post even mentions 00 could be interpreted as Public: >> search for âWARNING OF BAD AS DESIGNED FEATURE IN ITSM - zero in internet >> email field for person is not good.â >> >> ** ** >> >> David Durling >> >> University of Georgia >> >> ** ** >> >> ** ** >> >> *From:* Action Request System discussion list(ARSList) [ >> mailto:arslist@ARSLIST.ORG ] *On Behalf Of *Sylvain >> YVON >> *Sent:* Friday, May 31, 2013 3:36 AM >> *To:* arslist@ARSLIST.ORG >> *Subject:* Idea for a protection against massive notifications ? >> >> ** ** >> >> ** >> >> Hello all, >> >> >> >> I'm coming to you after a rather big incident on my client's production >> server. >> >> Some filters create a list of users to notify of a certain action. It >> then removes the current user's login name from the list. Anyhow, there was >> a bug in the list that left a trailing "0" after the name of one user. When >> a few days ago he triggered a notification, the list had a "0" in it. Which >> is the id of the "Public" group. So our server started to send an email to >> 160k+ users. Thanks to a full tablespace, "only" 36k emails where sent.** >> ** >> >> >> >> The bug itself is corrected, but my client would like us to find a >> definitive protection against this kind of problems. >> >> >> >> The only thing I can think of for now, is having a script that would >> watch the AR System Email Messages. If it has more than X outbound email to >> send, then interrupt Email Engine. I don't even know how I could do that in >> a clean way. >> >> >> >> Any thoughts ? >> >> >> >> Versions : >> >> AR System 7.5 p6 >> >> RHEL 5 >> >> Oracle 11g >> >> _ARSlist: "Where the Answers Are" and have been for 20 years_ >> >> _ARSlist: "Where the Answers Are" and have been for 20 years_ >> >> >> >> >> This email is subject to certain disclaimers, which may be reviewed via >> the following link. http://compass-usa.com/Pages/Disclaimer.aspx >> >> _ARSlist: "Where the Answers Are" and have been for 20 years_ >> _ARSlist: "Where the Answers Are" and have been for 20 years_ >> > > _ARSlist: "Where the Answers Are" and have been for 20 years_ > ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
Re: Idea for a protection against massive notifications ?
Thank you guys, creating users named "0", "1", etc is a great trick, I will try that. I also posted a small dev idea on Communities which might be complementary. On Fri, May 31, 2013 at 7:57 PM, David Durling wrote: > ** > > If there are other characters that can cause the issue, perhaps validating > the email field on the form minimally with a filter, something like 'Your > Email Field' LIKE "%_@_%._%" would help I think. > > ** ** > > By the way, maybe I was wrong about the filter on the AR System Email > Messages form â it might not see the 0 anyway at that point. > > ** ** > > David D. > > ** ** > > ** ** > > *From:* Action Request System discussion list(ARSList) [mailto: > arslist@ARSLIST.ORG] *On Behalf Of *Tanner, Doug > *Sent:* Friday, May 31, 2013 1:41 PM > > *To:* arslist@ARSLIST.ORG > *Subject:* Re: Idea for a protection against massive notifications ? > > ** ** > > ** > > I have seen a * do it as well. > > Doug > > ** ** > > *From:* Action Request System discussion list(ARSList) [ > mailto:arslist@ARSLIST.ORG ] *On Behalf Of *David > Durling > *Sent:* Friday, May 31, 2013 1:12 PM > *To:* arslist@ARSLIST.ORG > *Subject:* Re: Idea for a protection against massive notifications ? > > ** ** > > ** > > Sylvain, > > ** ** > > Approaches mentioned in the past have included making a user record named > 0 (thatâs a zero) so itâs notified rather than the Public group, or I > believe putting a filter on the AR System Email Messages form to throw an > error on submit. > > ** ** > > Someone on this old post even mentions 00 could be interpreted as Public: > search for âWARNING OF BAD AS DESIGNED FEATURE IN ITSM - zero in internet > email field for person is not good.â > > ** ** > > David Durling > > University of Georgia > > ** ** > > ** ** > > *From:* Action Request System discussion list(ARSList) [ > mailto:arslist@ARSLIST.ORG ] *On Behalf Of *Sylvain > YVON > *Sent:* Friday, May 31, 2013 3:36 AM > *To:* arslist@ARSLIST.ORG > *Subject:* Idea for a protection against massive notifications ? > > ** ** > > ** > > Hello all, > > > > I'm coming to you after a rather big incident on my client's production > server. > > Some filters create a list of users to notify of a certain action. It then > removes the current user's login name from the list. Anyhow, there was a > bug in the list that left a trailing "0" after the name of one user. When a > few days ago he triggered a notification, the list had a "0" in it. Which > is the id of the "Public" group. So our server started to send an email to > 160k+ users. Thanks to a full tablespace, "only" 36k emails where sent.*** > * > > > > The bug itself is corrected, but my client would like us to find a > definitive protection against this kind of problems. > > > > The only thing I can think of for now, is having a script that would watch > the AR System Email Messages. If it has more than X outbound email to send, > then interrupt Email Engine. I don't even know how I could do that in a > clean way. > > > > Any thoughts ? > > > > Versions : > > AR System 7.5 p6 > > RHEL 5 > > Oracle 11g > > _ARSlist: "Where the Answers Are" and have been for 20 years_ > > _ARSlist: "Where the Answers Are" and have been for 20 years_ > > > > > This email is subject to certain disclaimers, which may be reviewed via > the following link. http://compass-usa.com/Pages/Disclaimer.aspx > > _ARSlist: "Where the Answers Are" and have been for 20 years_ > _ARSlist: "Where the Answers Are" and have been for 20 years_ > ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
