Re: Random Email Recipient
Lyle, Thank you for the response. We're tracking along the same lines about defining a group of managers to select from. My question is how to automate the selection of a random alternate manager. I was thinking about a separate form with a table from which to use a filter guide to walk through the table and select a manager. But then the question is making sure that the selection of a manager is done equitably so that no one manager is inundated. I may be making this more difficult that I should, and wanted to know how others may have approached this. Joseph Kasell Global IT Services Information Services Navy Federal Credit Union | | From: | | | |Lyle Taylor tayl...@ldschurch.org | | | | To:| | | |arslist@ARSLIST.ORG | | | | Date: | | | |01/25/2010 07:41 PM | | | | Subject: | | | |Re: Random Email Recipient | | | | Sent by: | | | |Action Request System discussion list(ARSList) arslist@ARSLIST.ORG | | --_000_D6A3C9D35C65C14D8E7B5487609CD2A2252F1891E9MBX01ldschurc_ Content-Transfer-Encoding: quoted-printable Content-Type: text/plain; charset=ISO-8859-1 One possibility might be to look at all the Assignee Manager login IDs on t= he tickets you have randomly selected and then randomly select one of the o= ther managers from that list. So, for example, you select X number of rand= om tickets, and among those tickets, there are Y number of managers (where = Y is probably less than X, but must be greater than 1 to be valid). The id= ea would be, for any given ticket, find any other manager in your set of Y = managers that is not the manager of the assignee for that particular ticket. Does that make sense? The idea of using the set of assignee managers for t= he tickets you've picked is mainly to be an easy way to ensure that you're = picking a valid manager. However, there may be other ways to do it, includ= ing maintaining a list of managers that can be chosen from, or finding a wa= y to determine that list automatically via the People form, etc. Lyle From: Action Request System discussion list(ARSList) [ mailto:arsl...@arslis= T.ORG] On Behalf Of Joseph Kasell Sent: Monday, January 25, 2010 2:13 PM To: arslist@ARSLIST.ORG Subject: Random Email Recipient ** Hello listers! Received a heads-up of a possible requirement from management. They are emphasizing a quality review of help desk tickets and one idea wou= ld have workflow that would identify a random subset of help desk tickets, = then send an email with a link for each ticket to a manager so that the tic= ket could be reviewed. At first I thought that this would be easy as I woul= d use an idea published on this board previously to generate that ticket su= bset, and then have the email sent to the manager of the assignee, which is= recorded in the Assignee Manager Login field of the Help Desk form. Howeve= r, I was told that the email needs to go out
Re: Random Email Recipient
If you want to ensure no one manager is inundated, hold a count on the manager record of how many times they have been used. This could then become your selection criteria. The lowest count gets the next email. If you get complaints from the managers about the load being shared equally, you can show them the count details. If I remember correctly, the SHR:People form in ITSM 6 has a Manager flag so you don't need to do this in a separate form. You could just pick another manager from this form. Add a field to it to hold a count and you should be up and running. Brian Bishop From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Joseph Kasell Sent: 26 January 2010 12:46 To: arslist@ARSLIST.ORG Subject: Re: Random Email Recipient ** Lyle, Thank you for the response. We're tracking along the same lines about defining a group of managers to select from. My question is how to automate the selection of a random alternate manager. I was thinking about a separate form with a table from which to use a filter guide to walk through the table and select a manager. But then the question is making sure that the selection of a manager is done equitably so that no one manager is inundated. I may be making this more difficult that I should, and wanted to know how others may have approached this. Joseph Kasell Global IT Services Information Services Navy Federal Credit Union ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: Random Email Recipient
Joseph, You may want to look at it from a different angle Instead of trying to randomize the manager, Have selected managers receive a ( or multiple ) random tickets. You can then control how many and how often each manager receives tickets. Greg Givens (Contractor) Millington Consolidated Data Center (MILL-CDC) Comm: (901) 874-6957 mailto:gregory.giv...@navy.mil -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Joseph Kasell Sent: Monday, January 25, 2010 3:13 PM To: arslist@ARSLIST.ORG Subject: Random Email Recipient ** Hello listers! Received a heads-up of a possible requirement from management. They are emphasizing a quality review of help desk tickets and one idea would have workflow that would identify a random subset of help desk tickets, then send an email with a link for each ticket to a manager so that the ticket could be reviewed. At first I thought that this would be easy as I would use an idea published on this board previously to generate that ticket subset, and then have the email sent to the manager of the assignee, which is recorded in the Assignee Manager Login field of the Help Desk form. However, I was told that the email needs to go out to a random manager who is not the manager of the ticket assignee - in other words, an ID that does not match that recorded in the Assignee Manager Login field. Does someone have an idea or suggestion as to how I might randomly select another manager as an email recipient? Appreciate the help. BTW.we're using ARS 7.0.01 and ITSM 6, and MSSQL 2005. Thank you! Joseph Kasell Global IT Services Information Services Navy Federal Credit Union _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are smime.p7s Description: S/MIME cryptographic signature
Re: Random Email Recipient
One possibility might be to look at all the Assignee Manager login IDs on the tickets you have randomly selected and then randomly select one of the other managers from that list. So, for example, you select X number of random tickets, and among those tickets, there are Y number of managers (where Y is probably less than X, but must be greater than 1 to be valid). The idea would be, for any given ticket, find any other manager in your set of Y managers that is not the manager of the assignee for that particular ticket. Does that make sense? The idea of using the set of assignee managers for the tickets you've picked is mainly to be an easy way to ensure that you're picking a valid manager. However, there may be other ways to do it, including maintaining a list of managers that can be chosen from, or finding a way to determine that list automatically via the People form, etc. Lyle From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Joseph Kasell Sent: Monday, January 25, 2010 2:13 PM To: arslist@ARSLIST.ORG Subject: Random Email Recipient ** Hello listers! Received a heads-up of a possible requirement from management. They are emphasizing a quality review of help desk tickets and one idea would have workflow that would identify a random subset of help desk tickets, then send an email with a link for each ticket to a manager so that the ticket could be reviewed. At first I thought that this would be easy as I would use an idea published on this board previously to generate that ticket subset, and then have the email sent to the manager of the assignee, which is recorded in the Assignee Manager Login field of the Help Desk form. However, I was told that the email needs to go out to a random manager who is not the manager of the ticket assignee - in other words, an ID that does not match that recorded in the Assignee Manager Login field. Does someone have an idea or suggestion as to how I might randomly select another manager as an email recipient? Appreciate the help. BTW.we're using ARS 7.0.01 and ITSM 6, and MSSQL 2005. Thank you! Joseph Kasell Global IT Services Information Services Navy Federal Credit Union _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ NOTICE: This email message 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 email and destroy all copies of the original message. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
