13 Replies Latest reply: Mar 21, 2012 3:55 AM by Carl Wilson RSS

Notifications

Craig Whittaker

Hi All,

 

Hopefully this will be a quick and easy one!

 

Our Contract Manager is not receiving the notifications where contracts are due to expire.  I have checked their People record and can see that the Nofitication is enabled and that they have the Asset Admin Application Permission.

 

Is there another Application Permission or Functional role that I need to provide?

 

Thanks

 

Craig

  • 1. Re: Notifications
    Carl Wilson

    Hi Craig,

    The associated Filter is called "AST:CTB:NotifyofExpire04`!" for Contract Expiration notifications:

     

     

     

    'Notifies the Contract Owner Group or Individual when the current date is within the specified number of days of the Contract Expiry Date.'

     

     

    Check that the Contract Manager is a member of the Owner Group or he is specified as the Notification Contact (you can check the later from the "CTR:ContractBase" form).

     

    Cheers

    Carl

     

    http://www.missingpiecessoftware.com/

     

     

     

     

  • 2. Notifications
    Craig Whittaker

    Hi Carl,

     

    Thank you for your reply.

     

    Please can you tell me if the notification will be set to the 'Notification Group' or the 'Contract Owner Group'?  I have created a test Contract in our lower environment and can see that 'Notification Group' and 'Notification Contact' are populated in the CTR:ContractBase form but the 'Contract Owner Group' and 'Contract Owner Contact' are blank.

     

    Could this be the reason why notifications are not being sent?  How do I go about populating these fields in the Mid tier?

     

    Thanks

     

    Craig

  • 3. Notifications
    Craig Whittaker

    Also the Qualification in the Filter "AST:CTB:NotifyofExpire04`!" is looking for ('zLoginName' != $NULL$) but I am unable to locate this field in the CTR:ContractBase form.  Please can you advise on where this is located?

     

    Thanks

     

    Craig

     

  • 4. Notifications
    Laurent Matheo

    In the form, you don't see it because "zLoginName" isn't in the view.

  • 5. Notifications
    Carl Wilson

    Hi Craig,

    As Laurent has mentioned, it is not in the default view.

    If there is an Individual populated, the Group notification is not generated i.e. the Qualification for the Group Notify is:

     

    ('zTmpNotifyNow' = "Yes") AND ('zAlreadyNotifiedGrp' = "No") AND ('zGroupId' != $NULL$) AND ('Notification Contact+' = $NULL$)

     

     

    Cheers

    Carl

     

    http://www.missingpiecessoftware.com/

  • 6. Notifications
    Craig Whittaker

    Hi Guys,

     

    Thank you for the reply.

     

    Depending on the Filter that matches the Qualification please can you tell me if the Filter will send the notification to what is the Notification field or the Contract Owner field?

     

    All of the Contracts created in the Contract Management Console all have the Notification Group and Notification Contact populated but the Contact Owner Group or Contact Owner Contact are blank.

     

    Thanks

     

    Craig

  • 7. Notifications
    Carl Wilson

    Hi,

    The Notification Group field is what is used for the Notifications if the Notification Contact field is not populated.  Therefore you can update this field to the required group for notification purposes.

     

    Workflow ("AST:CTB:NotifyofExpireGroup02") will translate this group into the associated Support Group ID for use with the Notifications.

     

    Cheers

    Carl

     

    http://www.missingpiecessoftware.com/

  • 8. Notifications
    Craig Whittaker

    Hi,

     

    Both the 'Notification Group' and 'Notification Contact' fields are populated in the CTR:ContractBase form for all Contracts.

     

    The Filter "AST:CTB:NotifyofExpire04`!" should fire as the Qualification matches but I do not know which field Remedy is using to send the notification to?

     

    Thanks

     

    Craig

  • 9. Notifications
    Carl Wilson

    Hi,

     

    >> The Notification Group field is what is used for the Notifications if the Notification Contact field is not populated.

     

    If there is an individual specified, this person will receive the notification only otherwise there will be a group notification sent.

     

    Cheers

    Carl

     

    http://www.missingpiecessoftware.com/

  • 10. Notifications
    Craig Whittaker

    The Individual is popuated but they are not receiving the notifications do you have any idea why this may be?

     

    Thanks

     

    Craig

  • 11. Notifications
    Carl Wilson

    Hi,

     

    1.  Incorrect email address

    2.  User notification preferences

    3.  Notification disabled in notification configuration

    4.  Associate SYS:Notification message "Offline"

     

    Just a few to check on.

     

    Cheers

    Carl

     

    http://www.missingpiecessoftware.com/

  • 12. Notifications
    Craig Whittaker

    Hi Carl,

     

    I found that the Notification Event in the SYS:Notification Messages was Offline.

     

    Thanks for your help.

     

    Regards

     

    Craig

  • 13. Notifications
    Carl Wilson

    Hi Craig,

    Can you please mark this question as answered to help out other users.

     

    Cheers

    Carl

     

    http://www.missingpiecessoftware.com/