Brad,

I had a similar problem with one of my implementation. The out of the
box seem to concentrate on the user's manager but we needed the group's
manager to be notified instead (That we called the "Queue Manager"). In
this implementation, we also needed to notify only the "Queue Manager"
instead of the whole group.

I ended up changing the HPD:HPD-SetManagerInfo00 filter to reflect the
Groups manager instead of the User's manager and added a few filters. I am
unsure how this could apply to you but it might help.

Christian Gingras
I/T Specialist
Help Desk Services - IBM Canada Ltd
C3/N69/3600/MKM
Tel(416)657-2374
cgingras@ca.ibm.com



"Murphy, Bradley" on 09/26/2000 08:43:26 AM

Please respond to "Action Request System discussion list(ARSList)"


To: ARSLIST@LISTSERV.VISTAIT.COM
cc:
Subject:




**

Hi there Listeners

Hope that all is well there on that side of the screen.

I am currently setting up my escalations levels for Helpdesk Module 4 and
have reached the following problem.

In our company, when a fault gets assigned to a particular group, the
manager would be the one to recieve the escalation message. However, there
are different managers for each group. Now I noticed that HelpDesk Module 4
does not have a field where you can start a escalation for each group, sort
of a field where you can tell the system who the mamager is for a
particular
group.

I have therefore Decided to build my own escalation system and I am
currently working on it. But before I continue, can anyone tell me if they
have had a similar problem and what solution they came across.

Thanks
Brad




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Hi there Listeners

Just a quick question

I dont want certain individuals to create or delete messages off the
bulletin board, I only want the HelpDesk staff.
Is there anyway I can tell the system that if a individual does not belong
to a certain $Group$ that the Create and Delete Message Buttons are disabled
??

I am working on HelpDesk module 4 with ARS 4.5.1, on a sybase 12 and unix
box

Brad




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I had the same issue and I created an AL that looks like this. The Run IF statement looks like this:
(NOT ($GROUPS$ LIKE "%Service Desk%" )) AND (NOT ($GROUPS$ LIKE "Úta Center%" )) AND (NOT ($GROUPS$ LIKE "­ministrator%" )) AND (NOT ($GROUPS$ LIKE "%APP_Administrator%" ))

Our Data Center group actually backs up the Help Desk during non-business hours and that's why they're part of the command.

The If action is an error message that reads like this: Only the Service Desk, Data Center, APP-Administrator, or AR Administrator can create bulletin board messages

Hope this helps.

Maria Calabrese
Bose Corporation


-----Original Message-----
From: Murphy, Bradley [ mailto:BMurphy@NBS.CO.ZA]
Sent: Friday, September 29, 2000 1:56 AM
To: ARSLIST@LISTSERV.VISTAIT.COM
Subject:


**

Hi there Listeners

Just a quick question

I dont want certain individuals to create or delete messages off the
bulletin board, I only want the HelpDesk staff.
Is there anyway I can tell the system that if a individual does not belong
to a certain $Group$ that the Create and Delete Message Buttons are disabled
??

I am working on HelpDesk module 4 with ARS 4.5.1, on a sybase 12 and unix
box

Brad




WARNING:
Any unauthorised use or interception of this email is illegal. If this email
is not intended for you, you may not copy, distribute nor disclose the
contents to anyone. Save for bona fide company matters, the BoE Group does
not accept any responsibility for the opinions expressed in this email.
For further details please see: http://www.nbs.co.za/emaildisclaim.htm