14 Replies Latest reply on Aug 29, 2012 7:27 AM by Melissa G

Adding Incident Resolution Field to Request Survey notification

Melissa G Jul 16, 2012 1:51 PM

We have ITSM 7.6 with SRM and I am trying to include the incidentresolution field to the corresponding survey notification. Why? This is whatour support users want.

Push Incident Resolution field to ServiceRequest then push from request to survey.
Create a new entry in SYS:Form Field Selectionwith Resolution field name and selection type as "Notificatoin MessageSelection", Module: Request Management, Form Name: SRM:Survey
Modify email message body in"SYS:Notification Messages: SRM:SRV:IndividualSruveyMessage_New” with this new field
Resolution Field already exists on"NTE:SYS-NT Process Control" so I did not add it again there.
Added a set field action inNTE:NPC:TranslateNotificationMessageSRV_656 for Resolution.
I could not find a GetData_100 for SRV so I modified INT:FNDSRM:NPC:GETREQDATA_100 for grins instead.
Modified filter ModifySurvey_805_NotificationGenerator_PNPC`! to push field to process control form.

I was able to successfully push the resolution field to the corresponding request and survey but my #Resolution# field in the SRV notificationstill doesn’t seem to translate.

I have poured over these forums trying to get this to work but I seem unable to customize other suggestions to make this work. Can anyone tell me what I am doing wrong here?

1. Adding Incident Resolution Field to Request Survey notification

Carl Wilson Jul 16, 2012 2:16 PM (in response to Melissa G)

Hi,
what do the logs say?
If you are not translating but the Notification Engine is receivng the correct value, then you need to focus on why the translation is not occuring.
Double check your translation Replace function to ensure you have the correct name / format.

Cheers
Carl

http://www.missingpiecessoftware.com/
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2. Re: Adding Incident Resolution Field to Request Survey notification

Melissa G Aug 14, 2012 1:02 PM (in response to Carl Wilson)

Thanks for the reply. Sorry it's took me so long to get back. I just now am
getting back to this issue.

When I look at the filter logs I do not see any reference to the
filter: NTE:NPC:TranslateNotificationMessageSRV_656 which is the filter
that provides the translation. The run qualification for translate filter
is simply 'Form Name01' = "SRM:Survey". In fact I don't see any Translation
filters running and I know that can't be right. I see the filters I created
to push the resolution field and I see
filter "SRM:SRV:ModifySurvey_803_OnSubmit_NotificationLocal" (803)
"printing" the Resolution but that is about all I get out of the logs....

Is there somewhere else to look?
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3. Re: Adding Incident Resolution Field to Request Survey notification

Ashwanth Padmanabhan Aug 15, 2012 1:21 AM (in response to Melissa G)

when you are resolving the incident..trigger the Server Side Filter Logs...(Home Page--ARSystem Administration Console---General---Server Info---Logs---turn on Filter Logs...

and wait until you recieve this srm survey email notification for the end user(Requested For) user....then turn of the Filter logs and check....

I think Resolution Field is getting pushed to SRM:Request and from there it is going on the SRM:Survey as well...so now we need to check

is that being pulled in by INT:FNDSRM:NPC:GETREQDATA_100 Filter....and is that being translated by Filter like the below one for REQ...

NTE:NPC:TranslateNotificationMessageREQ(ideally you should have mapped your Resolution Field to replace it in any of these REQ Translate Notification Message Filter)

REPLACE($z1D Translation Text$, "#Resolution#", $Resolution$)
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4. Re: Adding Incident Resolution Field to Request Survey notification

Melissa G Aug 15, 2012 2:43 PM (in response to Ashwanth Padmanabhan)

I did as you suggested with the logs. I also verified on the INT:FNDSRM:NPC:GETREQDATA_100 Filter is told to set the Resolution feild on the process control form and that all NTE:NPC:TranslateNotificationMessageREQ filters had translation entries for Resolution. However I still could find no filter entries for these two filters in the log. I did however find this entry:

"SRM:SRV:ModifySurvey_805_NotificationGenerator_PNPC`!__o" (805)
<FLTR> <TID: 1172339008> <RPC ID: 0000320130> <Queue: Fast      > <Client-RPC: 390620   > <USER: user                                     > <Overlay-Group: 1         >    --> Failed qualification
<FLTR> <TID: 1172339008> <RPC ID: 0000320130> <Queue: Fast      > <Client-RPC: 390620   > <USER: user                                     > <Overlay-Group: 1         > /* Wed Aug 15 2012 15:04:37.1942 */     End of filter processing (phase 1) -- Operation - SET on SRM:Survey__o - SRV000000000036
<FLTR> <TID: 1172339008> <RPC ID: 0000320130> <Queue: Fast      > <Client-RPC: 390620   > <USER: user                                     > <Overlay-Group: 1         > /* Wed Aug 15 2012 15:04:37.1943 */     End of filter processing (phase 2) -- Operation - SET on SRM:Request__o - 000000000000036
<FLTR> <TID: 1172339008> <RPC ID: 0000320130> <Queue: Fast      > <Client-RPC: 390620   > <USER: user                                     > <Overlay-Group: 1         >               <deferred from filter Perform Audit: Qualification Passed>
<FLTR> <TID: 1172339008> <RPC ID: 0000320130> <Queue: Fast      > <Client-RPC: 390620   > <USER: user                                     > <Overlay-Group: 1         >               <deferred from filter Perform Audit: Pushing to copy or log form>
<FLTR> <TID: 1172339008> <RPC ID: 0000320130> <Queue: Fast      > <Client-RPC: 390620   > <USER: user                                     > <Overlay-Group: 1         >               Submitter (2) = user
<FLTR> <TID: 1172339008> <RPC ID: 0000320130> <Queue: Fast      > <Client-RPC: 390620   > <USER: user                                     > <Overlay-Group: 1         >               Short Description (8) = .
<FLTR> <TID: 1172339008> <RPC ID: 0000320130> <Queue: Fast      > <Client-RPC: 390620   > <USER: user                                     > <Overlay-Group: 1         >               GUID Field (458) = SRGAA5V0AJ697AMHCA9R8HH5OWDTLE
<FLTR> <TID: 1172339008> <RPC ID: 0000320130> <Queue: Fast      > <Client-RPC: 390620   > <USER: user                                     > <Overlay-Group: 1         >               Original Request ID (450) = 000000000000036
<FLTR> <TID: 1172339008> <RPC ID: 0000320130> <Queue: Fast      > <Client-RPC: 390620   > <USER: user                                     > <Overlay-Group: 1         >               Audit Date (452) = 08/15/2012 03:04:37 PM
<FLTR> <TID: 1172339008> <RPC ID: 0000320130> <Queue: Fast      > <Client-RPC: 390620   > <USER: user                                     > <Overlay-Group: 1         >               Fields Changed (456) = ;Resolution;
<FLTR> <TID: 1172339008> <RPC ID: 0000320130> <Queue: Fast      > <Client-RPC: 390620   > <USER: user                                     > <Overlay-Group: 1         >               Form Name (457) = SRM:Request
<FLTR> <TID: 1172339008> <RPC ID: 0000320130> <Queue: Fast      > <Client-RPC: 390620   > <USER: user                                     > <Overlay-Group: 1         >               User (455) = user
<FLTR> <TID: 1172339008> <RPC ID: 0000320130> <Queue: Fast      > <Client-RPC: 390620   > <USER: user                                     > <Overlay-Group: 1         >               Action (454) = 2
<FLTR> <TID: 1172339008> <RPC ID: 0000320130> <Queue: Fast      > <Client-RPC: 390620   > <USER: user                                     > <Overlay-Group: 1         >               Log (459) = Resolution: Somebody please help me!

However my Resolution feild on the survey is still untranslated. Anymore thoughts?
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5. Re: Adding Incident Resolution Field to Request Survey notification

Ashwanth Padmanabhan Aug 16, 2012 1:17 AM (in response to Melissa G)

so are we sure that the Survey Notification is coming through SYS:NTE:Process Control and NTE:Notifier Log??

Survey Body:
http://REMDEVSRV:8081/arsys/servlet/ViewFormServlet?form=SRM%3aSurvey&server=REMDEVSRV.UCSNET.com&eid=SRV000000000603
Please take a moment to complete the Service Desk Survey for REQ000000000810. We value your feedback and are constantly looking for ways to improve our service to you.

Summary: Negative Adjustment Process

Is it of a Filter which does 'Notify' Action directly??

check these Filters in your Server Side Filter logs, if anyone of this is directly performing 'Notify' Action which is send the email....

SRM:SRV:ModifySurvey_805_NotificationGenerator
SRM:SRV:ModifySurvey_OnSubmit_NotificationGenerator805
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6. Re: Adding Incident Resolution Field to Request Survey notification

Carl Wilson Aug 16, 2012 4:45 AM (in response to Ashwanth Padmanabhan)

Hi,
as Ashwanth has mentioned, something to note with Notifications in ITSM/SRM is that although they may appear to be fully using the Notification Engine, they in-fact only partly use the Notification Engine.

There are a number of Notifications that use direct Notify Actions in Filters, but will pull the "Subject" line down from the "SYS:Notification Messages" form, thus appearing to use the Engine but only partly grabbing details.

The logs should indicate where the message was sent from, if not using the Notification Engine then you need to look at the Filters directly generating the Notify Action as they may also contain a translation Action (e.g. Survey Link) within [as another Action] the same Filter.

Cheers
Carl

http://www.missingpiecessoftware.com/
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7. Re: Adding Incident Resolution Field to Request Survey notification

Melissa G Aug 16, 2012 10:25 AM (in response to Carl Wilson)

I don't know if I have made progress here or regressed but here is what I have found.

In the two filters mentioned by Ashwanth i did indeed find notify actions. They both had the same set fields and notfy.

So I added the replaces in the red box above to mimic what I had seen above for Case Description and Original Request ID.

Now my survey notification no longer has the untranslated hash its just blank now. I didn't remove any of my previous modifications. I only made the above new one.

Just for grins here is my Field selection definition, I have toggled between "Select Fields from":SRM:Survey and SRM:Request just to make sure.

Thanks you guys so much for your help!! This task has taken much deeper then I expected to go originally.
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8. Re: Adding Incident Resolution Field to Request Survey notification

Carl Wilson Aug 16, 2012 10:35 AM (in response to Melissa G)

Hi,
I would check your second Set Fields, you appear to be referencing the field used in the first Set Fields > "z1D_Comment2" - I would assume this should be "z1D_Comment1".

As long as the $Resolution$ field is pushed to the form running the Notification, then you should be able to use this correctly.

Not sure why BMC mix and match Notifications, hopefully they will be standarized in the upcoming versions.

Cheers
Carl

http://www.missingpiecessoftware.com/
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9. Re: Adding Incident Resolution Field to Request Survey notification

Ashwanth Padmanabhan Aug 16, 2012 10:38 AM (in response to Melissa G)

so when you say $Resolution$ in these Notify Action do you have that field pushed on to SRM:Survey Form?? because these Notification Filters are firing on top of SRM:Survey Form Submit Event..so you gotta have your Resolution Field pushed on to SRM:Survey first during the Submit then your logic will work fine having Resolution value captured in ur Survey Emails...

now you need to push Resolution value to SRM:Survey
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10. Re: Adding Incident Resolution Field to Request Survey notification

Melissa G Aug 17, 2012 10:06 AM (in response to Ashwanth Padmanabhan)

Thanks Carl for the typo check, I had totally missed that!

Ashwanth I do have two filters. One pushes Resolution to the Request and then another to push the Resolution from Request to Survey.

I think I kinda determine what was going on. Looking at the logs it appears the work flow is there BUT because the Push to Request and Push to Survey filters I created are getting deferred to phase 2 the notifier SRM:SRV:ModifySurvey_OnSubmit_NotificationGenerator805 is activating before the Resolution has been pushed to the survey. Because the logs say my push filters are being defferred to phase 2 I was assuming I need to modify a filter guide to control this behavior. SRV only has 2 filter guides and neither seem to be a good choice. Do you guys have any idea which guides I should be focusing to add my two custom filters too? SRM has TONS.
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11. Re: Adding Incident Resolution Field to Request Survey notification

Carl Wilson Aug 17, 2012 10:22 AM (in response to Melissa G)

Hi Melissa,
you can append the following characters into the name of your Filter doing the Push to bypass the Filter phasing:

`!

This is known as a tick/bang, which will force the Filter to execute actions immediately therefore bypassing the phasing.

Give this a go and let us know.

Cheers
Carl

http://www.missingpiecessoftware.com/
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12. Re: Adding Incident Resolution Field to Request Survey notification

Ashwanth Padmanabhan Aug 17, 2012 11:16 AM (in response to Melissa G)

the flow should be like this ...Resolution Field should be pushed to SRM:Request and from SRM:Request is should be pushed to SRM:Survey...

you need to bring in your Resolution Field to SRM:Request when the Incident is Resolved...and you need to map it in this Filter:SRM:REQ:Status_Completed_515_Survey_CreateSurvey

so that this below Filter can read your Resolution Field value.....
SRM:SRV:ModifySurvey_OnSubmit_NotificationGenerator805

before all this may i know how exactly are you bringing in the value of the Resolution Field from Incident to SRM:Request???

Note:
If in case you are not bringing in Resolution Field value through CAI:Event Plugin...then what you can do is ...you can have a Filter which just fires before this Filter:SRM:REQ:Status_Completed_515_Survey_CreateSurvey...in that use AppRequestID(301289100) and match that with your Incident Number(you need to check whether it is of Request ID(1) Field or Incident Number(1000000161) Field...do a report in SRM:Request and also in HPD:HelpDesk compare the value of AppRequestID Field of your SRM:Request with your HPD:HelpDesk Form (Request ID(1) or with Incident Number(1000000161)..) as per that you can have a SetField Action to bring in the Resolution Field....

before that you should have a Field Resolution created in the SRM:Request...once you fetched this..you can map that Resolution Field in this Filter:SRM:REQ:Status_Completed_515_Survey_CreateSurvey to SRM:Survey...and make sure you have a Field in the SRM:Survey as well to capture Resolution Field...

then your Survey Messages should have Resolution Field value..when it is replaced...by your string function
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13. Re: Adding Incident Resolution Field to Request Survey notification

Melissa G Aug 17, 2012 2:29 PM (in response to Ashwanth Padmanabhan)

So close!!!

Thanks Carl and Ashwanth!, the `! helped sucssfully run my incident resolution push to request filter on time and while my request to survey resolution filter would run when I told it to it would still come up with empty results until after the notification fired.

So I did as Ashwanth suggested and used SRM:REQ Status_Completed_515_Survey_CreateSurvey to push the resolution from Request to Survey and disabled my request to survey custom filter.

Here are my results from the logs:

"OIT:HPD:ResolutionPushtoReq`!" (121)
     --> Passed -- perform actions
          0: Push Fields -> "SRM:Request"
               Resolution (1000000156) = Hello World
/* Fri Aug 17 2012 14:36:02.2919 */     Start filter processing (phase 1) -- Operation - SET on SRM:Request__o - 000000000000057

"SRM:REQ:Status_Completed_515_Survey_CreateSurvey"
          0: Push Fields -> "SRM:Survey"
                <deferred from filter SRM:REQ:Status_Completed_515_Survey_CreateSurvey__o>
                z1D NT Remedy Login ID (1000003713) = user
                Submitted By (2) = user
                Status* (7) = 0
                Originating_Request_ID (230000007) = REQ000000000057
                Case Description (230000008) = This is only a test
                Request Type* (301438012) = 3000
                UnknownUser (301550900) = 1
                Survey_e-Mail_Address (301693800) = user@place.edu
                Originating_Request_InstanceID (301693900) = SRGAA5V0AJ697AMIWWVXDIEIHEPB6Q
                Last_Surveyed_Date (301694700) = 08/17/2012
                z1D_QuestionsSurveyCompany (301796400) = - Global -
                CSQ_Instance_ID (302886900) = SR001143D417CB7uMERADjsXAgvgDJ
                Company (1000000001) = University
                z1D_Char01 (1000000066) =
                z1D Char2 (1000000067) =
                Login ID (1000000337) = user
                Person ID (1000001021) =
               Resolution (1000000156) =
/* Fri Aug 17 2012 14:36:02.4127 */    Start filter processing (phase 1) -- Operation - CREATE on SRM:Survey__o - <NULL>

Timing and order seem good but for some reason Resolution is blank on the survey. Is it possible I need to commit my resolution push on the request?
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14. Re: Adding Incident Resolution Field to Request Survey notification

Melissa G Aug 29, 2012 7:27 AM (in response to Melissa G)
Because the incident resolution field is not yet committed to the database when the workflow in the system sends the survey notification the original idea of pushing the incident resolution directly to the request had to be abandoned. This way is fudging around with the CAI.

Customization Part:
First Add Resolution (1000000156) field to the following forms:
CAI:Events
SRM:AppInstanceBridge
SRM:Request
SRM:Survey

Modify the following filters:
INT:SRMHPD:INC:ModifyIncident_114_StatusResolved`! - Action = Push Resolution field from HPD:Help Desk to CAI:Events
INT:CAISRM:EVT:OnSubmit_IN_01_AppRequestStatus_Generic`! - Action = Push Resolution field From CAI:Events to SRM:AppInstanceBridge
SRM:AOI:OnModify_AppRequest_SetSR_Completed_620`! - Action = Push Resolution field from SRM:AppInstanceBridge to SRM:Request
SRM:REQ:Status_Completed_515_Survey_CreateSurvey - Action = Push Resolution filed from SRM:Request to SRM:Survey
SRM:SRV:ModifySurvey_OnSubmit_NotificationGenerator805 - Action = Set Fields - z1D_Comment2 = REPLACE($z1D_Comment2$, "#Resolution#", $Resolution$) and z1D_Comment1 = REPLACE($z1D_Comment1$, "#Resolution#", $Resolution$)

Configuration Part:
Add new SYS:Form Field Selection record:
Selection Type: Notification Message Selection
Module Name: Request Management
Form Name: SRM:Survey
Select Fields From: Survey
Menu Label: Resolution
Menu Value 1: Resolution
Menu Value 2: #Resolution#
Modify SYS:Notification Message - SRM:SRVLIndividualSurveyMessage_New
Add Resolution Field from the drop down on the EMail Message Body Field

Special thanks goes out to Carl and Ashwanth!!!
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