**
Good morning all! ARS 4.5.2/win2ksrvr/sql2k2p3

Hopefully this is a quick and easy question. I have a few filters that are notifying customers that their case is in a pending status awaiting further input from them and asking them to call the help desk. The phone number to the help desk has changed recently and I modified the filters to reflect the # change. However the notifications have continued to go out with the old phone #? (old helpdesk # reissued to new VP of HR!!!) I restarted the server last weekend and double checked the filters again, the same thing continues... Is there something I'm overlooking?


Patrick Hardy
Customer Support Supervisor
479-290-5767




This posting was submitted via the Web interface

**
**

Patrick,

Is the phone number hard coded in the text of the message or is it in a field on the form. If it is the latter then check the field to make sure the number was changed there.



HTH,





Roger A. Nall

T-Mobile USA

OSSNMS Remedy Administrator

Desk -973-644-3963

PCS-973-652-6723



-----Original Message-----
From: Hardy, Patrick [mailto:Patrick.Hardy@TYSON.COM]
Sent: Thursday, July 10, 2003 10:21 AM
To: ARSLIST@ARSLIST.ORG
Subject: Filter notification problem



Good morning all! ARS 4.5.2/win2ksrvr/sql2k2p3



Hopefully this is a quick and easy question. I have a few filters that are notifying customers that their case is in a pending status awaiting further input from them and asking them to call the help desk. The phone number to the help desk has changed recently and I modified the filters to reflect the # change. However the notifications have continued to go out with the old phone #? (old helpdesk # reissued to new VP of HR!!!) I restarted the server last weekend and double checked the filters again, the same thing continues... Is there something I'm overlooking?



Patrick Hardy
Customer Support Supervisor
479-290-5767





This posting was submitted via the Web This posting was submitted via the Web interface interface

**
Patrick,

Double check and make sure you changed all the filters that sends out Pending notifications. You may have missed one of them.

Check your escalations as well. There may be an escalation out there that triggers this notification.

ALVIN B. CRUZ
IT Prophets, LLC
(480) 332-2293 - mobile
(480) 219-2091 - fax

----- Original Message -----
From: Hardy, Patrick
To: ARSLIST@ARSLIST.ORG
Sent: Thursday, July 10, 2003 7:21 AM
Subject: Filter notification problem

**
Good morning all! ARS 4.5.2/win2ksrvr/sql2k2p3

Hopefully this is a quick and easy question. I have a few filters that are notifying customers that their case is in a pending status awaiting further input from them and asking them to call the help desk. The phone number to the help desk has changed recently and I modified the filters to reflect the # change. However the notifications have continued to go out with the old phone #? (old helpdesk # reissued to new VP of HR!!!) I restarted the server last weekend and double checked the filters again, the same thing continues... Is there something I'm overlooking?


Patrick Hardy
Customer Support Supervisor
479-290-5767




This posting was submitted via the Web interface

This posting was submitted via the Web interface

Listers,

I have a character menu field on the HelpDesk form called “DevTier2Person”
and want to notify certain people when that field is modified. The filter
executes on Submit/Modify and the run if qualification is:
'DB.DevTier2Person' != 'TR.DevTier2Person'
The problem is that the notification fires when an entry is made in the
work log but the DevTier2Person field hasn’t been touched.

ARS 5.1.2, HD 5.5, Win2K, SQL 2000

Any help would be appreciated and I swear I haven’t started celebrating New
Year’s early !!!!

Thanks,
Ricki Haines

Rick,
Your TR. value is Null because no changes were made. So DB. != TR.
Need to check for TR. != $NULL$ as well.
Teresa

-----Original Message-----
From: Action Request System discussion list(ARSList)
[mailto:ARSLIST@arslist.org]On Behalf Of Ricki Haines
Sent: Wednesday, December 31, 2003 9:48 AM
To: ARSLIST@arslist.org
Subject: Filter Notification problem


Listers,

I have a character menu field on the HelpDesk form called "DevTier2Person"
and want to notify certain people when that field is modified. The filter
executes on Submit/Modify and the run if qualification is:
'DB.DevTier2Person' != 'TR.DevTier2Person'
The problem is that the notification fires when an entry is made in the
work log but the DevTier2Person field hasn't been touched.

ARS 5.1.2, HD 5.5, Win2K, SQL 2000

Any help would be appreciated and I swear I haven't started celebrating New
Year's early !!!!

Thanks,
Ricki Haines

2 ways to do it...

'DB.DevTier2Person' != 'DevTier2Person' --OR-- 'TR.DevTier2Person'
!= $NULL$

If you want to detect when DevTier2Person is changed to NULL then use
the 1st

Fred


-----Original Message-----
From: Action Request System discussion list(ARSList)
[mailto:ARSLIST@ARSLIST.ORG] On Behalf Of Ricki Haines
Sent: Wednesday, December 31, 2003 8:48 AM
To: ARSLIST@ARSLIST.ORG
Subject: Filter Notification problem


Listers,

I have a character menu field on the HelpDesk form called
"DevTier2Person" and want to notify certain people when that field is
modified. The filter executes on Submit/Modify and the run if
qualification is: 'DB.DevTier2Person' != 'TR.DevTier2Person' The problem
is that the notification fires when an entry is made in the work log but
the DevTier2Person field hasn't been touched.

ARS 5.1.2, HD 5.5, Win2K, SQL 2000

Any help would be appreciated and I swear I haven't started celebrating
New Year's early !!!!

Thanks,
Ricki Haines



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SERVICES at www.QMXS.com

TR. is largely useless. It only tells you that the field was touched.
If you set a field to the same value, then the TR. value is set.

The only valid test for whether the value has changes is
'field' != 'DB.field'


-----Original Message-----
From: Ricki Haines [mailto:rickih@LIBERTYMEDICAL.COM]
Sent: Wednesday, December 31, 2003 9:48 AM
To: ARSLIST@ARSLIST.ORG
Subject: Filter Notification problem

Listers,

I have a character menu field on the HelpDesk form called "DevTier2Person"
and want to notify certain people when that field is modified. The filter
executes on Submit/Modify and the run if qualification is:
'DB.DevTier2Person' != 'TR.DevTier2Person'
The problem is that the notification fires when an entry is made in the
work log but the DevTier2Person field hasn't been touched.

ARS 5.1.2, HD 5.5, Win2K, SQL 2000

Any help would be appreciated and I swear I haven't started celebrating New
Year's early !!!!

Thanks,
Ricki Haines