HOW TO BUILD CUSTOM SMS NOTIFICATION APPLICATION IN LOWER VERSION OF REMEDY(7.1)

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    We all know that in the latest version of remedy we have some OOTB features for SMS notification. In our environment, have some heritage version of remedy and that is 7.1 . Here we have built a custom application to send sms notification. We have taken one ISP support who help to send a sms to particular number. I hope you are also having this as you also need sms notification for some other custom application. I have also used perl scripiting for the application.

     

    Below are the platform details of our environment

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    Remedy arserver version 7.1, db version is 10.2.0.3, physical platform for arserver as well as db is IBM AIX 5.3.

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    I will send sms to some mobile number below condition

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    If any incident is raised with critical priority or priority of any incident is made critical then the sms will reach to some particular number and again there will be an sms notication when that incident is resolved.

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    CASE 1: IF ANY INCIDENT IS RAISED WITH CRITICAL PRIORITY OR THE PRIORITY OF AN INCIDENT IS CHANGED TO CRITICAL


    Step 1: Design a filter which will be executed on Modify and Run if : (( 'Status' = "In Progress") OR ( 'Status' = "Assigned")) AND ( 'TR.Priority' = "Critical")

    Step 2:  In the if Action tab it will Run Process and in the command line it will do below

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    echo $Incident Number$ > /usr/bin/output_perl.txt ;

    echo $Description$ > /usr/bin/output_perl_1.txt ;

    echo $Categorization Tier 1$ > /usr/bin/output_perl_3;

    echo $TIMESTAMP$ > /usr/bin/output_perl_2 ;

    cd /usr/bin;

    perl /usr/bin/send_sms.pl;

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    I have attached the send_sms.pl script in send_sms.doc file. Please read the N.B part very carefully of the doc file.

     

     

     

    CASE 2: IF ANY INCIDENT RAISED WITH CRITICAL PRIORITY IS PUT TO RESOLVED

     

    Step 1: Design a filter which will be executed on Modify and Run if : ( 'TR.Status' = "Resolved") AND ( 'Priority' = "Critical")

    Step 2:  In the if Action tab it will Run Process and in the command line it will do below

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    echo $Incident Number$ > /usr/bin/output_perl_5 ;

    echo $TIMESTAMP$ > /usr/bin/output_perl_6;

    echo $Categorization Tier 1$ > /usr/bin/output_perl_7;

    echo $Resolution$ > /usr/bin/output_perl_8;

    cd /usr/bin;

    perl /usr/bin/send_sms_resolve.pl

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    I have attached the send_sms_resolve.pl script in send_sms_resolve.doc file. Please read the N.B part very carefully of the doc file.