Hi everyone, does anyone know if Service Desk has any functionality that will allow users to self subscribe to a notification service that will provide an email or other notification when a certain type of ticket is created ex. Customer Impact is > 10,000 or a Critical Service is down? Maria
In order to do this, you might need to set up some boolean fields for the Person record which are used as part of the trigger of the notifications you wish to send.
Since each OVSD account may be related to a person, allow the users to update these fields as a way of subscribing.
I do not see how to implement the notification without running an external script.
For example, create a boolean field called "Send me email when critical service is down".
Next, create a DB rule that runs your external script whenever an incident is recorded with impact changed to a "down" value, and where the impacted service is critical. The DB rule needs to send as parameters the name of the service, the incident ID, etc.
Your external script - for example, a PL/SQL script if you are using Oracle - will do a query of the database for all users who have that boolean field set, and will send to each of them an email using their email addresses from the person record, and sending the info about the incident based on the parameters you sent.
For email, a simple way could be to set up a distribution list in your email system and people who want to be alerted can just get added to the list. Then any DB rules just use the relevant distribution list.
Thank you for responding so quickly. We would like users to be able to self manage their alerts via selecting Service, priority, region parameters and they can opt in or out of certain notifications. Does anyone do this - can we create an API to perform this? more suggestions/advice required please. Maria
Self management may in its self lead to other issues - users setting the optionms wrong or setting too many options and getting flooded with mails etc. We like not to let users modify person records and we control the elements that are dictated by the options set via person records.
Perhaps use Joshiah & Ruths suggestion in tamdem. Have the options set on the person record but only for OVSD Admins or their delegates to have access to change their values. Have the users request what options they want and this is set on their behalf. The admims will know if there will be any issues with setting the requested options. Chances are that the person record settings will be modified or the user added to the relevant distribution group
There is additional overhed here in maintaining this so it depends on how many people make up your user base and how many people would have time to delegate this.
I hear what you mean regarding allowing individuals the ability to modify their person record. That would probably not fly here. We do need to allow self-managed subcriptions to recieve notifications for Incidents and Changes. We will have mandatory and opt in/opt out notifications. We already have many people receiving way too many notifications so permitting them to choose what they need to recieve is desired. Can rules be written against "notification" workgroups to permit this functionality - users could "make selections" thru a very intelligent API? oh please say yes.