Please forgive what may be a simple questions, as I am filling in for our
fulltime Remedy admin, who is out of the office. How difficult is it to
change the notification text when a ticket is opened or closed? Currently,
we are sending the out of the box message, which is very generic. Our
clients would like to see the fields: Summary and Priority. We are running
ARS 5.01 Thanks.


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How many shades of green are there. It all depends on the application and it's implementation. Easiest way would be to run a filter log of the notification going out. Find out what Filter is sending it. Then modify that filter...but that of course is a very simplistic view of the process. Not taking into effect your org's requirements for change management and such.

-----Original Message-----
From: Action Request System discussion list(ARSList)
[mailto:ARSLIST@ARSLIST.ORG]
Sent: Monday, October 25, 2004 11:59 AM
To: ARSLIST@ARSLIST.ORG
Subject: Changing ARS notification text


Please forgive what may be a simple questions, as I am filling in for our
fulltime Remedy admin, who is out of the office. How difficult is it to
change the notification text when a ticket is opened or closed? Currently,
we are sending the out of the box message, which is very generic. Our
clients would like to see the fields: Summary and Priority. We are running
ARS 5.01 Thanks.


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Dave,
I will also add to what DJ said....

You did mention what ARS version 5.01, and it has several
possibilities as to how these things work. (And as far as we know your
company may be using one of a few off the shelf options for better
emails that was available before v5, or something that was written in
house to meet similar needs.) If your using an out of the box
application that is pre v5 (HD, CM, CRM, etc...) then the number of
ways that these things could work also change.

Filter logs, or Escalations logs are your best bet. However, I hope
you have a development server to play with. Things can get ugly when
trying to "stand in" for someone out of the office. It may be worth
asking (with cash) for 1-2 days of a consultants time to give you a
hand.

If I were you then I would spend my time with the business playing
"What if" (use cases) to make sure they really want those values to
always (under all use cases) be included in the email. Consider cases
like... You think the Priority is "Medium" but the person on the phone
insists that it is "Critical". (Your SLA's and other contractual
conditions may require the ticket to be created a specific way, and
the user may not like seeing that the Helpdesk person used "Medium"
when they clearly told them it was "Critical".) This change simply
does not sound so Critical that it could not wait for the full time
Admin to return to the office. [ Unless that is going to be a very
extended period of time, and then I would again think about a
consultant.... As I am sure the business will be finding other such
"Critical" problems to be solved too. ]

However, will all that said.... It might be as easy as 10-20 mouse
clicks to get this task done in ARS.

The real value is knowing where, and when, to click.

Good luck.

P.S. If you can get the single filter(or escalation) identified and
have further questions, feel free to post them here. Someone might be
able to walk you through the possibilities of how to make the change
if we know more about what the current state of the application is.

--
Carey Matthew Black
Remedy Skilled Professional (RSP)
ARS = Action Request System(Remedy)

Solution = People + Process + Tools
Fast, Accurate, Cheap.... Pick two.
Never ascribe to malice, that which can be explained by incompetence.

http://www.fellowshipchurch.com