Hello all,
Sorry for the long post, but it is necessary to fully explain the issue.
Any ideas as to how I can accomplish the management requirement listed
below would be much appreciated!
REMEDY SERVER ENVIRONMENT:
2 W2K3 SP1 servers with dual 2.8Ghz procs/4GB RAM
ARS 6.3 p17 configured as server group
ITSM 6.0 (HelpDesk mod only)
Mid-Tier 6.3 p17
DATABASE ENVIRONMENT:
Oracle 9.2 running on UNIX server
ARSPRD01 is one of several databases on this server
MANAGEMENT REQUIREMENT:
Support staff should be able to customize their notification preferences.
Notification options should be: None, E-mail only, SMS only, Email & SMS
They should be able to choose one of the above options for each group of
which they are a member and for each priority level for HelpDesk tickets
(Low, Medium, High).
MY ORIGINAL IDEA (that doesnt work):
Create a form to store each users notification preferences (SHR:NOT-
Preferences). For example, user USERJOE is a member of GROUPA. He may
choose to receive no notifications for Low priority tickets, E-mail only
for Medium tickets, and SMS only for High tickets. This would create 3
separate records for his user ID and GROUPA.
When ticket is created in HelpDesk form, filters push fields needed for
notification to notification form (SHR:NOT-Notifications), including the
HTML template to use. For example, we have a template for each of the 10
out-of-the-box notification filters that come with HelpDesk. The
templates are numbered to match the original filter names.
There is a table field on this form that displays notification preferences
from SHR:NOT-Preferences. This is based on a table field qualification
that loads records from SHR:NOT-Preferences where the priority and group
are equal. Qualification is as follows:
( 'optStatus' = "Enabled") AND ( 'optPriorityLevel' = $optPriority$) AND
(( 'chrGroupName' = $chrAssignedGroup$) OR ( 'chrGroupName' =
$chrPrevGroupLogin$) OR (( 'chrFullName' = $chrAssignedIndividual$) AND
( 'optNotificationType' = "Individual")) OR (( 'chrFullName' =
$chrPrevAssigneeFullName$) AND ( 'optNotificationType' = "Individual")))
Filters fire on submit into SHR:NOT-Notifications which refresh the table
field and then loop through the table sending notifications using the
Notify action based on the users preference. There are 20 filters1 for
e-mail and 1 for SMS for each of the 10 out-of-the-box notifications. The
filter qualifications follow this format:
('chrMailTemplate' = "hpd_sup_grp_n04") AND (( 'colNOT-Method' = "E-mail
Only" ) OR ( 'colNOT-Method' = "E-mail & SMS" ))
If that qualification is TRUE, then use the e-mail template called
hpd_sup_grp_n04 and send it to the e-mail address found in colNOT-
EmailAddress from the table field.
('chrMailTemplate' = "hpd_sup_grp_n04") AND (( 'colNOT-Method' = "SMS
Only" ) OR ( 'colNOT-Method' = "E-mail & SMS" ))
If this qualification is TRUE, send e-mail to address found in colNOT-
SMSAddress from the table field. No template is specified and there is a
view on the form called ARNotification which contains only the fields
needed for SMS, in the proper order.
PROBLEMS WITH THIS IDEA:
It is very slow. On our development server, it takes 30 4 0 seconds to
save a ticket where before, it only took 4 5 seconds. The first time I
tried to develop this solution, I had everything running off the HelpDesk
form and it was taking over a minute to save a ticket. Secondly, its
always sending the notifications to the same addressone for a user whos
not even in the group to which the ticket was assigned. Filter logs do
not indicate how or why this happening.
_______________________________________________________________________________
UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org
