David, Thanks for your suggestion and funny enough my "beta" attempt at this used an escalation. Unfortunately, my wonderful managers felt that 1 minute was much too long to wait for the 2nd Remedy alert.
If you can think of anything else, i'd really appreciate it. Right now I'm going to put this little project on the shelf for a few days until I can think of something new. Thanks to everyone for their time and help. ~Antonio On 7/26/07, David Sanders <[EMAIL PROTECTED]> wrote:
** Hi Antonio You could change the filter that runs in 4) to create an entry in a separate staging table, then run an escalation against the staging table to actually send the alert to Netcool. The alert would be sent out the next time the escalation runs, minimum frequency of 1 minute. Your filter on the staging form might have to create the entry in Alerts table using a push fields action rather than using and notification action so you can 'spoof' the source form/request ID. If you go this route, make sure you delete the entries in the staging table with the same escalation/filters so that you're not running an escalation against a growing number of records. HTH David Sanders Remedy Solution Architect *Enterprise** Service Suite @ Work* ========================== *ARS List Award Winner 2005* *Best 3rd party Remedy Application*** * * See the *ESS Concepts Guide*<http://www.westoverconsulting.co.uk/downloads/ESS_Concepts_Guide.pdf> tel +44 1494 468980 mobile +44 7710 377761 email [EMAIL PROTECTED] web http://www.westoverconsulting.co.uk ------------------------------ *From:* Action Request System discussion list(ARSList) [mailto: [EMAIL PROTECTED] *On Behalf Of *Antonio Maradiaga *Sent:* Thursday, July 26, 2007 4:42 PM *To:* [email protected] *Subject:* Adding a pause/wait statement for ALERT notification ** ARS Listers, Good afternoon. Wondering if I could get some suggestions on how to create a pause/wait statement to delay a Remedy Alert from being sent out for around 10 seconds. Before I go into specifics, here's some information: - ARS v6.0 - ITSM v5.5 - Windows 2K3 server - SQL database We need to add a "pause" between two alert notifications utilized as part of a NetCool-Remedy integration. Here's a description of how the integration currently works: 1) When an event is created in the NetCool console, the Netcool application sends a request via NetCool to Remedy and creates a Remedy ticket in NetCool provided form called "* Alerts 3.6*" As this new ticket is created, a Remedy Alert is sent back to NetCool with the *Alerts 3.6*ticket number. 2) Workflow is kicked off that creates a *HPD:HelpDesk* ticket using information from the *Alerts 3.6* ticket. 3) A filter fires after the *HPD *ticket is created that pushes the *HPD *ticket number to the *Alerts 3.6* ticket. 4) A filter fires that then sends the *HPD *ticket number to the NetCool application via a Remedy Alert. This is the point where we need some help.... The Alert sent in Step 1 and the Alert sent in Step 4 are received by NetCool at the same time. NetCool (being the *great* application that is is) can't associate the HD ticket number to the correct event because (according to IBM support) the following must occur: a) Alerts 3.6 ticket information must first be received and processed b) HD ticket number must be received 10 seconds later, after NetCool has had a chance to update its information. Also, all of the information is being received and nothing is being lost. Our NetCool admin has verified this numerous time by checking the NetCool logs; all the information is being received and nothing is being lost. After contacting IBM NetCool support, they have stated that they are aware of this issue and suggest that the only documented solution is to create a "delay" between the time the first and second alerts are sent out. I've tried creating a count function using an incrementing integer field and time which worked in my own testing but then generated the following errors on the NetCool side when sending requests via NetCool: Jul 25 12:05:43 2007:[DEBUG]: Received Alert Insert request command from Gateway Server. Jul 25 12:05:51 2007:[ERROR]: ARS ERROR 298: Too many filters processed during this operation Jul 25 12:05:51 2007:[DEBUG]: ARS Message 42108: Jul 25 12:05:51 2007:[ERROR]: Failed to create an ARS Ticket for the requested alert data. Jul 25 12:05:51 2007:[ERROR]: Request operation failed. Any suggestions you folks can provide to create this 10 second delay between alerts would be most appreciated. Thanks. ~Antonio __20060125_______________________This posting was submitted with HTML in it___ __20060125_______________________This posting was submitted with HTML in it___
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