BMC Communities Banner

This Question is Possibly Answered

1 "correct" answer available (10 pts) 2 "helpful" answers available (5 pts)
6 Replies Last post: Dec 5, 2008 4:12 AM by carl_wilson  
Vidyamba Participant 19 posts since
Sep 9, 2008
Currently Being Moderated

Dec 4, 2008 6:03 AM

Task Notifications are not firing when the assignee field is NULL

Hi all,

 

Ideally when the assignee field is NULL, the notification should be send to Assignee group. But it is not actually happening so.

I would be greatful if some one help me out in this.

 

 

Regards,

Vidyamba.J

carl_wilson Expert 642 posts since
Oct 11, 2007
Currently Being Moderated
1. Dec 4, 2008 6:24 AM in response to: Vidyamba
Re: Task Notifications are not firing when the assignee field is NULL

Would need a little more information on this.

Are you talking about OOB notifications or a custom notification that has been made using a Filter etc?

carl_wilson Expert 642 posts since
Oct 11, 2007
Currently Being Moderated
2. Dec 4, 2008 6:26 AM in response to: Vidyamba
Re: Task Notifications are not firing when the assignee field is NULL

.

carl_wilson Expert 642 posts since
Oct 11, 2007
Currently Being Moderated
4. Dec 5, 2008 3:24 AM in response to: Vidyamba
Re: Task Notifications are not firing when the assignee field is NULL

This is the qualification for the TMS:TAS:NotificationGenerator_899_ModifyNotificationProcessControl`! Filter OOB:

 

( 'z1D Notification Message Tag' !=  $NULL$ ) AND ( 'Task ID' !=  $NULL$ ) AND (( 'z1D NT Support Group ID' !=  $NULL$ ) OR ( 'Assigned To' !=  $NULL$ ))

 

With this Filter, it will fire when called by either the Group Notification or the Individual Notification when the TMS:TAS:NotifyProcess Guide is called.

 

In the Group Notification case, the 'z1D NT Support Group ID' field gets set by this Filter TMS:TAS:Notification_AssignedToGroup_CallGUIDE as Action 1 (Set Fields) which sets this field to $Assignee Group ID$.

 

I am not seeing the "TR.Status = Assigned" in the qualification. 

 

The above is the filter is on my system which has the TMS patch applied to it.  I would try the above qualification and see if this resolves your issues.

 

 

 

 

carl_wilson Expert 642 posts since
Oct 11, 2007
Currently Being Moderated
6. Dec 5, 2008 4:18 AM in response to: Vidyamba
Re: Task Notifications are not firing when the assignee field is NULL

If the Filters are firing on the form, then you will need to look at the log files to see what is happening with the Notification Engine forms.

Is there an entry in the NTE:Notifier Log for the Notification?

If not, you need to have a look at what is going wrong through the logs making sure all the values are being pushed through and translated correctly.

 

The other thing is to check that the Notification is actually enabled in the SYS:Notification form (Notification Message Tag = TMS_TAS_Assigned_Group).

 

-

-


 

Here is an excerpt from a White Paper put together by Cindy McCririe from BMC.

Notification Transaction ? Putting it all Together

 

1.     The NTE:-SYS-NT Process Control form is the center of the Notification Engine. All notifications must be pushed to this form first and depending on what parameters are included, it will determine if it is a group notification or an individual notification. Calling applications pass this information to the NTE:SYS:NT Process Control form. This information includes details such as the application, who the notification should go to, and information about the parent record. The workflow process determines if the notification is for a group or an individual.

2.     An escalation will run every minute to process the pending notification events.

3.     If the notification event is for a group, a transaction record will be created in the NTE:SYS-Group NT Control form. Otherwise, a record will be created in the Individual NT Control form. Individual processing gets the user?s notification preferences, ticket information and message from the Notification Messages catalog. Group processing expands the group list to individuals, and then runs the same individual process as described previously.

4.     The NTE:Notifier sends the notification using the appropriate method (email, pager, or alert). If the notification is through email, NTE:Notifier workflow will create a record in the AR System Email Messages form which will be processed by the BMC Remedy Email Engine.

 

 

More Like This

  • Retrieving data ...