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RE: [Ext] Help with Escalation on how to Run on Last Record, Only



Thank you to all of you for your great suggestions…I really do appreciate it. For now, I’m going to rely on the “Recovery” settings on the BMC Remedy Email Engine service to restart the service in the event it should stop. In the meantime, I will spend some time going through each of your ideas and see what I can come up with.

 

Thanks again,

 

Susan

 

From: ARSList [mailto:arslist-bounces@arslist.org] On Behalf Of Dave Shellman
Sent: June-18-18 4:46 PM
To: ARSList
Subject: Re: [Ext] Help with Escalation on how to Run on Last Record, Only

 

In the past I created a process that would send out an email that would create a record in another form.  This method tested outbound/inbound email.  The process would excercise 4 mail accounts that were setup for incoming email.  It would also provide us with health info on the email servers.

 

The outbound email would contain a GUID.  When the inbound email was received, a filter would set the status field of the record in the sending form to Received that using the GUID.  An escalation would run every 20 minutes checking the Status field.  If any records matched, an SMS would be sent to the admins.

 

Dave

 

On Mon, Jun 18, 2018 at 4:28 PM pritch via ARSList <arslist@arslist.org> wrote:

What I’ve done in the past on this is if the queue is backing up (I set up a diagnostics form where I can put the number of records that is the threshold) and run an escalation against that form (in this case the ar system email message form for how many are set to ‘Yes’.  You can use the ‘lastcount’ keyword into a field after a dummy set field action or something like that.

In the case of the emails not going out (as was mentioned) you can’t send an email out as a notification,  but you can put some sort of display field on the console that then is displayed to say the service desk folks when they’re in the console or even when they bring up a new incident (have the field display for that group or functional role) if they number of messages are above the threshold.

I’ve even set two thresholds in some cases – one for a warning (where the number may be high, but not calling for immediate action and another for an outright error.  I’ve done this for emails, DSO actions, sys:action and other transitional forms where a process is run on the records.

Hope this helps a bit.


----- Original Message -----
From: "Powell, Timothy" <Timothy.Powell2@nscorp.com>
To: "arslist" <arslist@arslist.org>
Sent: Monday, June 18, 2018 4:00:26 PM
Subject: RE: [Ext] Help with Escalation on how to Run on Last Record, Only

You don’t mention if your using ITSM or custom apps, but here’s another way to skin the cat which will work if you’re using any kind of console that displays assigned tickets. It will work without a console, but would require “somebody” monitoring for new helpdesk tickets in some manner.



Have the escalation run as you described. If it finds a match, create a new helpdesk ticket for the issue and assign it to your Remedy support/administrator team during business hours and maybe your service desk group if it’s after hours. Once it pops up on the console, then somebody will see it and can take action.



If you want to add some spice to the recipe, get the list of email messages meeting the criteria in a table, have the escalation do a table walk using a filter guide and you can accomplish the same thing AND get a count of the number of messages meeting the criteria, thus adding some sense of urgency to the ticket.



Just some thoughts.




Tim Powell







From: ARSList [mailto:arslist-bounces@arslist.org] On Behalf Of Champagne, Susan
Sent: Monday, June 18, 2018 3:27 PM
To: 'ARSList' <arslist@arslist.org>
Subject: [EXTERNAL] RE: [Ext] Help with Escalation on how to Run on Last Record, Only




Thank you Randy, for your quick response. How I missed the obvious is beyond me right now (no notification if the e-mail service isn’t running); so, thank you for pointing that out. I will speak with our server analysts to see if we have any such tools to monitor a server.



Much appreciated!




Susan





From: ARSList [ [ mailto:arslist-bounces@arslist.org | mailto:arslist-bounces@arslist.org ] ] On Behalf Of Mckinnish, Randy via ARSList
Sent: June-18-18 3:18 PM
To: ARSList
Cc: Mckinnish, Randy
Subject: RE: [Ext] Help with Escalation on how to Run on Last Record, Only




Susan,

Even if the escalation fired and ran, if the email engine service is down I am thinking the notification would only queue and not send until the mail engine service was online again. Do you use any monitoring tools in-house like scom or zabbix? We have had success using those to monitor a service and if the service stops, the team is notified and it isn’t dependent on ARS services for delivery of the alert that something has gone wrong.



Thanks




From: ARSList < [ mailto:arslist-bounces@arslist.org | arslist-bounces@arslist.org ] > On Behalf Of Champagne, Susan
Sent: Monday, June 18, 2018 2:53 PM
To: [ mailto:arslist@arslist.org | arslist@arslist.org ]
Subject: [Ext] Help with Escalation on how to Run on Last Record, Only




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Hi folks,

I’m hoping one of you will be able to assist me with what I’m trying to accomplish.



My goal is to have Remedy send a notification message to the Service Desk whenever our e-mail service stops running. I’m working on an escalation where the Primary Form is “AR System Email Messages”. My problem is with the Run If Qualification. Here’s what I’ve got so far:



Run If Qualification

(‘Send Message’ = “Yes”) AND (($TIMESTAM$ - ‘Create Date’) > 300)



What I wanted to do was to add a condition to have the escalation only check the last record on the form, in order to prevent multiple messages being sent. From my research I found some hits indicating I could use something like “ (‘Email ID’ = “MAX (‘Email ID’))”, but this isn’t working when I try to add it to the qualification.



I’m using Developer Studio Version 9.1.03 with Remedy AR System 9.1.



Any assistance with this would be greatly appreciated.



Thank you,

Susan



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