notifications

[Sergey O]

Hello,

There is a problem to receive the information at forum HP.

When I had opened incident (assignee group -helpdesk) a SM have generated 4 emails to the pmmanager, the sdapprover, the assignee person and the contact person.
I cannot understand expressions which I have found in menu of notifications for IM Open.
Who can explain why these expressions form emails to the pmmanager, the sdapprover, the assignee person and the contact person?

Regards,
Sergey

[outlance]

Hi,

hard stuff )
They introduced notification to make email notification easier

$G.pm.environment references to the Incident Management Environment record (table=environment, format=environment.pm.g).
exit=Append Timezone to message
full.name=Use Operator Full Name

Regarding the Arguments: it references to the scmessage record that is used for notifications....

Did this answer your question?

Greets,

Lars

[Sergey O]

Hello Lars, thanks for the answer.

I can look the description of arguments and conditions in the help server documentation.
I cannot understand why the SM generates emails to the pmmanager, the sdapprover, the assignee person and the contact person when I have opened incident.

Regards,
Sergey

[outlance]

Hi,

in IM Open notification there is 1 in $L.args. This is new to me, but I guess that could be the reason. I have not seen this before, maybe it is set in process or application....

Greets,
Lars

[ahansen]

Sergey,

Could you please clarify, are you trying to determine what conditions trigger the notifications, or only why they are sent to those specific individuals. You didn't include the 'Format', 'Notify Method', or 'Recipient' columns in your printscreen and although I am using SC 6.1, not SM7, I think notifications still include those elements, and they generally indicate who the notifications are going to and what form is used when the email is sent.

Audrey

[Sergey O]

Hello Audrey, thanks for replay.

I want to define why the SM generates 4 output events of type of email for the pmmanager, the sdapprover, the assignee person and the contact person when I have opened incident with assignee helpdesk group.
These expressions are identical both to a SM7.01, and for a SC6.2.4.2.
I cannot understand as these expressions work.
I have started studying this program and I want to use its possibilities as much as possible.
I now don't want to use macros and Mike's Sanders techniques.

Regards,
Sergey

[outlance]

Hi Sergey,

I have checked us.notify application. You can call us.notify with a parameter "names" (usually this is not done). In this parameter you can place the receiver of a notification (1 in $L.args). I can only guess that us.notify is called in any of the RAD applications with this parameter. You can search with find.string application (rad --> find.string --> test -> proceed --> search) for "us.notify" in application table. I would make a trace (RTM:3 - debugdbquery:999) to find out where these emails come from. Additionaly you could try yourself to call us.notify with "names" parameter and try how it works.

HTH, let me know, if this helps you...

Greets,

Lars

[Sergey O]

Hello Lars,

Look please, http://forums11.itrc.hp.com/service/...readId=1215999
I am trying to understand now as it is all works for the IMOpen

Thanks,
Sergey

[outlance]

Hi,

I have checked it... as mentioned in thread there is an application called by trigger. For example after an Incident is created. Then in this application there is another application called "apm.action.msg". In start panel of this application the "IM Open" is set. Then an application apm.fetch.operators is called. This is searching for the assignment group and gets all operators from assignment group. This is passed to us.notify application in 1 in $L.args variable (and so they get the IM Open notification)...

Does this help you a bit ... ?

Greets,

Lars

[Sergey O]

Arguments
Type any RAD expressions to display information from the record or event that triggered the notification. Service Manager displays this information in the text of the notification. You can enter an array of arguments by enclosing all arguments in brackets and separating each argument with a comma. For example:
{argument1,argument2,argument3}
Note: Arguments typically take the following form:
<field name> in $L.file
where <field name> is the name of a field in the record that triggered the notification.
Condition
Type true to enable the notification in all conditions. Type an expression that can be true or false to define a condition when Service Manager should send the notification. Type false to disable the notification in all conditions. By default, Service Manager treats a blank entry as true.

It is not clear yet as as a result of processing of expressions in arguments and conditions the SM generates emails to the pmmanager, the sdapprover, the assignee person and the contact person.

[Sergey O]

Here is operators in helpdesk group

Thanks,
Sergey

[outlance]

Hi,

I understand what you mean. For me it's not clear without further (time consuming) investigation. This is ServiceCenter/Service Manager normal business when developing .... , such things are not documented in any documentation, you need to trace it yourself (RTM:3 debugdbquery:999) and go through RAD applications while checking the sc.log file. My suggestion: stop any background processes. Turn on trace in RAD debugger (command: t on). Create an incident, turn of trac (t off). stop Service Manager. copy sc.log and remove debug parameters. Before starting trace you should remove the sc.log file....

Greets,
Lars

[Sergey O]

Hi Lars

I have found out, that other operators have no emails.
As soon as I had given to operators of the emails a SM have generated for them output email events.
You were right when have told "Then an application apm.fetch.operators is called. This is searching for the assignment group and gets all operators from assignment group. This is passed to us.notify application in 1 in $L.args variable (and so they get the IM Open notification)..."

Can follow the link: http://forums11.itrc.hp.com/service/...readId=1216610
and I will put down 20 points for the answer.


Thanks,
Sergey

[outlance]

Hi,

I'm not really clear what you mean... do you have Google Talk or skype?

Send me an internal message here...
Greets,

Lars

[outlance]

Hi,

I have both.... You can send me your id internally over internal message here in forum...

Greets,

Lars

[Sergey O]

Hi,

Here there are no secrets.

Copy the two answers of this forum in answers of forum HP for the link
and I will put down points for these answers.


servicecenter6@gmail.com


Regards,
Sergey