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Features:

  • Email
  • x
  • y
  • z

EmailEdit

  • Notifications - there are a variety of email related notifications which exist in the system- momst of these from the beginning of GEMS as purely a network managment tool.
  • Interfaces
  • Templates
  • Configuration

Notifications Edit

Introduction: There are a variety of Open Incident email related notifications which exist in the system - most of these from the begining of GEMS as purely a network managment tool.


Open Incident EMail Notifications Edit

Open Incident Notification at 1 Hour Interval


Notification to Analysts is a standard feature from Day 1 of GEMS/NSM. This feature was built for the NSM service offer. Notifications can come as emails or remedy alerts. It will be sent to the Analyst between 1 hour and 1 hour & 15 minutes after a Critical or Major incident is created (i.e. a 15 minute escalation in Remedy drives this interface.)


Escalate incidents over 1 hour old to Analyst ____________________________________

Procedure: 1 Fill in Remedy "Login_Name" from "nsm3_lookups" for the "NCR_Customer_Analyst" in "Hidden_Field" 2 Notify Analyst through Notification Tool 3 Escalation_Level to 1, Add "Login Name" to "Notified", clear "Hidden_Field"

Escalation Clause: ('Status' < "Fixed") AND ('Severity' < "Minor") AND ('Incident Start' < ($TIMESTAMP$ - 3600)) AND ('Team' = "NSMC") AND ('Notified Level' = $NULL$)


Configuration • User Form: Select email as your default notification type and your email address. If your notification type is email, it will come as an email or the alert tool can be set up. • nsm3_sites: Fill in the NCR Analyst from the menu selection (this comes from the lookups form) • nsm3_lookups: The analyst 'Login Name' will automatically be selected from the following criteria ( 'Lookup Type' = "Login Name Lookup" ) AND ( 'Lookup Status' = "Active") AND ( 'Long Name' = $NCR Customer Analyst$) For any customer who has this mechanism set up, the analyst will receive a notification approximately 1 hour of the ticket opening. Example Notification


EMail Notifications (SMS Gateway)Edit

Introduction: The system has the ability to send email notifications to customers or internal personnel. This can be customizable by alert as well as by team. These alerts can be routed to an SMS message gateway.


Prior GEMS 2.0, Wendy Brandon (APAC) set up an SMS messaging service on our local NSM Remedy server. This involved setting up several filters and shell scripts. The CSMS (D1) system in Australia was already using SMS messaging for sending workorders to the field engineers. This was via an NCR server in New Zealand. Wendy obtained a login to this server for the NSM acquiring FTP access to a specific directory where files containing the phone number followed by a message could be placed. This was used to send SMS messages to specific customers whenever a customer had a "Node Down" incident, a "Node Up" action and when the "Node Down" incident is fixed. An SMS message was also sent when an incident was opened for more than 4 hours and every 2 hours after that.


When moving to GEMS, APAC was not able to move our SMS system directly to GEMS so we had GEMS generate an EMAIL. This is done via a workdata number (2011). This way the SMS messages could be assigned to selected customers and devices. When it is determined in GEMS that an SMS message is required, a filter generates an email message that is sent to a specific UNIX server in Sydney. The server has mail enabled and the email received from the GEMS server is forwarded to a shell script that strips out the fields required from the email, depepending on the message which needs to be sent and passes the data to the existing shell scripts for sending SMS messages. Currently in GEMS, SMS messages for "Node Down", "Node Up" and Incident fixed are only enabled. Escalation SMS messages were no longer required as the customer requiring this service has left APAC. Wendy still has the shell scripts and they could set it up in GEMS, if required.



Process:

By utilizing workdata number 2011 in the "Action Workflow" and "Incident Workflow" nsm3_devices form fields and by placing the name of the server in the nsm3_devices field "Device Contact Pager" GEMS will send an email to the server whenever a "Node Down" ticket is created, a "Node Up" action item is created (for the Node Down Incident) and whenever the "Node Down" incident is Fixed. The customer using this service has some devices that they want SMS 7*24 and other devices only SMS during working hours.The shell script determines whether to send the SMS message based on the EMAIL data and current time.The emails looks like


Subject: SMS Device Down: VI_Darwin-VBD-AU-Berrimah_R at "Darwin-Berrimah" Down. Incident_ID: 000000000964908 7*24

Subject: SMS Device Up: VI_Carole_Park-TPC-AU_R at "Carole Park 2" Now UP. Incident_ID: 000000000998259 12*5*4

Subject: SMS Incident Closed: VI_Bowen-VBD-AU_R at "Bowen" Now Fixed. Incident_ID: 000000000968032 Closed. 12*5*4 "Power Outage"


These emails are then stripped and all relevent data is injected into the existing Shell scripts Wendy had for SMS messaging. These shell scripts access 2 files per customer, one containing phone numbers and one allowable SMS sending times for SMS messages that are not 7*24. The message once formated is then FTP'd to the NZ SMS server where it is sent to the customers phone.

This works quite well and has no problems. The SMS server has a Web page where APAC users can check what messages have been sent. http://pager.newzealand.ncr.com/Pager/pagerccc.html (Contributed by Wendy Brandon, APAC, Level I and Remedy Champion)


Email Notifications (GEMS 7.1)Edit

Overview

Quick Guides ITS-WCS4711,ITS-WCS5259, ITS-WCS5382, ITS-WCS5384, ITS-WCS5385, ITS-WCS5389, ITS-WCS5391, ITS-WCS539, TSO Email, Home Depot D1 Email


New Forms

nsm3_emails – Contains outbound emails nsm3_email_addresses – Used for finding and adding email addresses nsm3_config – Used for configuring of nsm3_lookups email records.


New Rule 222 -x – Used in conjunction with group SF_ALE to determine the default search method and use of the nsm3_email_addresses form.


Features


Runs from nsm3_incidents and nsm3_actions New text fields and button

- Email Notifications, Email Event Addresse
- Email To Addr, Email Bcc Addr, Email Cc Addr
- Various Display Only fields.

Select Email Addresses (Button on ARS51 only)

Events,Tests
Fixed Addresses, Tests, Options

Agent added Email Addresses(LDAP and X500 search capability)


Details

-Email Events – fixed and configurable - Triggered from nsm3_incidents or nsm3_actions

- Open, Close, Pending Code Change - Status Code/Type Change , Change of Severity/Priority - Specialist (Referred To) Change, ETA Date Change - Hardware Dispatch - Unassigned Email

- Task Code Events – Admin Configurable Resolution Validation 103:CE Contact


Tests – Optional

- None, one or many per event - Used to determine if an email should be sent

- Priority - Severity - Severity Increase/Decrease - Team Type - Priority Increase/Decrease - Once any test fails for the event then NO email is sent - Tests are configured in nsm3_lookups and found based on - Team (Compulsory) - Customer Name (Compulsory) - Market Name (optional) - Event (Compulsory) - Test data (Compulsory)


Fixed Email Addresses – Optional

- Defined per event

- One or more events per fixed email address record - Fixed addresses stored as one or more nsm3_lookups records.

- One optional test per fixed address record

- Priority - Severity - Specialist Referred To - Team Type (Team Only) - Team Type (Team/Customer Name) - Site Name -Tests are configured in nsm3_lookups and found based on - Team (Compulsory) - Customer Name (Compulsory or “%”) - Market Name (optional) - Event (Optional) - Test data (Compulsory)

- Fixed addresses can include

- To Address - Cc Address - Bcc Address - Reply To Address - From Address - Options - Exclude Caller Email Address - Exclude Agent Added Addresses - If no Fixed addresses then Caller Email Address and/or Agent added addresses are used and the Reply To and From addr are NCR GEMS Email [gems.do.not.reply@ncr.com]


Template – compulsory

- Template details are stored in nsm3_lookup records

- One or more templates based on Event depending on - Team (Compulsory) - Customer Name (or “%”) - Country Code (or “%”) - Market Name (or “%”) - Templates can contain field names to be converted to the actual value - Templates (Must have at least one defined) - Contents Template Stored in AR System Email Templates form (Optional) - Header Template Stored in AR System Email Templates form (Optional) - Footer Template Stored in AR System Email Templates form (Optional) - Text Template (Optional) - Subject Line (Incident ID automatically included) - Options - Include Action History Attachment record - Create nsm3_actions action record - Load Incident record data - Site Date Profile




Email Notifications

The majority of this document is a copy of each help screen from the nsm3_config form. The help screens are displayed when the HELP!! Button is pressed and the Email Lookup Records field is empty or has a value. There is one help screen per Email Lookup Record value (including no value)


nsm3_email_config form

The nsm3_email_config form is used to configure the Email Notification Module. The top half of the form is used to configure the Team, Customer Name, and Market Name Lookup records for what emails are to be sent and what fixed addresses if any are to be used in Email Notifications. The bottom half contains a Table which is used to display the various lookup records required to configure each event to generate an email. Table entries can be created new, copied, deleted or modified. Table entries are displayed on the basis of Team and Customer Name with an exception for events where Team only is required.

When a Team is selected from the Team Lookup field menu the Email Notifications and Email Event Addresses fields for that Team Lookup record will be displayed and can be modified. Only records where the Team Type is NULL will be displayed.

When a Customer Name is selected from the Customer Name Lookup field menu the Email Notifications and Email Event Addresses fields for that Customer Name Lookup record will be displayed and can be modified. Only records where the Team = Team Lookup, Customer Name = Customer Name Lookup and Team Type is NULL will be displayed.

When a Market Name is selected from the Market Name Lookup field menu the Email Notifications and Email Event Addresses fields for that Market Name Lookup record will be displayed and can be modified. Only records where the Team = Team Lookup, Customer Name = Customer Name Lookup, Market Name = Market Name Lookup and Team Type is NULL will be displayed.

When a Team Type is selected from the Team Type Lookup field menu the Email Notifications and Email Event Addresses fields for a Team Lookup, Customer Name Lookup or Market Name Lookup record will be displayed and can be modified. The determination of which record to display is based on the values in the fields Team, Customer Name Lookup and Market Name Lookup fields. For a Team Lookup record where the Team = Team Lookup and Team Type = Team Type Lookup the Customer Name Lookup and Market Name Lookup field must be NULL. For a Market Name Lookup record where the Team = Team Lookup, Customer Name = Customer Name Lookup and Team Type = Team Type Lookup the Market Name Lookup field must be NULL. For a Market Name Lookup record where the Team = Team Lookup, Customer Name = Customer Name Lookup, Market Name = Market Name Lookup and Team Type = Team Type Lookup all fields must have a value.

==

Help where Email Lookup Record has no Value (Clear).Edit

Email Notifications.

Rule 222

Format :222-x: Where x is 0,1 0 = Default Search is X500 1 = Default Search is LDAP



If the user does not have permissions to access LDAP then the value is ignored and X500 is the default. The Email Address Search Button will not display unless Rule 222 is defined or Email Notifications exist in a Modify window.

Generic Email Stuff

Email Events are configured within the Team Lookup, Customer Name Lookup and Customer Market Name Lookup. They are loaded with the loading of the Incident Rules. Two fields must be configured. Email Notifications and Email Event Addresses. Other lookup records, Email List Lookup, Email Test Lookup, Email Notify Lookup, Email Address Query Lookup and Task Code Lookup and Email Event Address Lookup may also need to be configured. Help documentation exists for each of these lookup types.

Email Notifications contains a list of email events for the Team/Customer Name/Market Name. They are in the format :xx-yy:xx:xx:xx-yy-yy: where xx = the fixed email event number, and yy = the send test number to use to determine if an email should be sent for that event only. Each Event has its own send tests. Send tests are optional and there can be multiple send tests (:xx-yy-yy:). The failure of any send test stops the tests and does not send an email. If there are no send tests or all send tests pass then the email process moves to the next stage where it gets a template, processes the template if required, then looks for fixed email addresses. Then an email will be sent if a Template exists and a To email address exists.

Event 30 and 03 are the exceptions. Instead of send tests Event 30 contains 2 options, :30-x-y: where x = number of minutes the Unassigned and New incident has been opened and y = the maximum number of emails to send. Event O3 can have send tests but would normally not be required. Instead it uses an Email List Lookup record to determine if the email should be sent. If no record exists no email is sent. Any send tests would be performed before checking for an Email List Lookup record.

Email Event Addresses contains a list of email events that have fixed addresses for the Team/Customer Name/Market Name. They are in the format :xx-yy:xx:xx:xx-yy: where xx = the fixed email event number, and yy = the address filter number to use to determine if a fixed email address exists for this event only. Each Event has its own address filter. The address filter is optional and there can be only one address filter per event. The failure of the address filter results in no fixed emails being loaded and instead the Caller Email Address is used by default for the To Email Address.


Fixed Email Events

01 - Open Incident Email triggered from nsm3_incidents form. ((( 'TR.Status' = "Assigned") AND ( 'TR.Status' != 'DB.Status') AND ( 'DB.Status' = NULL ) AND ($\OPERATION$ = "CREATE" )) OR (( 'TR.ReSend Email' = "Yes") AND ( 'Status' < "Fixed") AND ($\OPERATION$ = "SET" )))


02 - Closed Incident Email triggered from nsm3_incidents. ( 'Status' = "Fixed") AND ($\OPERATION$ = "SET" ) AND ((( 'TR.Status' != 'DB.Status') AND ( 'TR.Status' != $\NULL$ )) OR ( 'TR.ReSend Email' = "Yes"))


03 - Specialist (Referred) Email triggered from nsm3_incidents form ( 'Status' < "Fixed") AND ( 'TR.Referred' != $\NULL$ )


04 - Pending Code Change Email triggered from nsm3_incidents form ( 'Pending Code' != 'DB.Pending Code') AND ($\OPERATION$ = "SET" )


05 - Status Code/Type Change Email triggered from nsm3_incidents form (( 'Status Code' != 'DB.Status Code') OR ( 'Status Type' != 'DB.Status Type')) AND (( 'TR.Status Code' != $\NULL$ ) OR ( 'TR.Status Type' != )) AND ($\OPERATION$ = "SET" )


06 - Severity Change Email triggered from nsm3_incidents form ( 'Severity' != 'DB.Severity') AND ( 'Severity' != $\NULL$ ) AND ( 'DB.Severity' != $\NULL$ ) AND ($\OPERATION$ = "SET" )


07 - Dispatch Created Email. Triggered from nsm3_incidents form ( 'DB.Status' < "Fixed") AND ( 'Status' != "Rejected") AND ( 'TR.Last NCR Dispatch #' != $\NULL$ ) AND ( 'TR.Last NCR Dispatch #' != 'DB.Last NCR Dispatch #') AND (NOT ( 'DB.All NCR Dispatch #' LIKE (( "%" + 'TR.Last NCR Dispatch #') + "%" )))


08 - Priority Change Email triggered from nsm3_incidents form ( 'Priority' != 'DB.Priority') AND ( 'Priority' != $\NULL$ ) AND ( 'DB.Priority' != $\NULL$ ) AND ($\OPERATION$ = "SET" )


30 - Unassigned Email for a specific Team Type triggered from an Escalation process against the nsm3_incident form. The event applies to Team Types and would normally be loaded during the loading of a Team/Customer Name/Market Name Lookup record where these records have a Team Type. ( 'Assigned-to' = "Unassigned" ) AND ( 'Status' = "New") AND ( 'TeamType Notify At' <= ($\TIMESTAMP$ - 'TeamType Notify Time')) AND ( 'Email Notifications' LIKE "%:40-%-%-_:%" ) AND ( 'TeamType Notify Sent' < 'TeamType Notifications Max') AND ( 'TeamType Notifications Max' != 0) AND ( 'Team Type' != $\NULL$ )


41 - ETA Date Change Email triggered from the nsm3_actions form ( 'Action Status' = "Active") AND ( 'Action Type' = "Task") AND ( 'Other Ticket ETA' != 'DB.Other Ticket ETA') AND ( 'Other Ticket ETA' != $\NULL$ )


Variable Email Events triggered from nsm3_actions form

These events are triggered using Task Code Lookup records containing a Other Op Data of :0051: and an Other Op Type of "Filter". Events using Task Codes should be numbered from 50-99

eg for Customer Alcatel-Lucent. 50 - Action Code = Resolution Validation, Action Description Code = E-mail (5-day rule) 51 - Action Code = 103:CE Contact, Action Description Code = 20.Escalated (ALE BP Monitoring)


Help where Email Lookup Record has the value “Email Notify Lookup”Edit

Email Notify Lookup Records contains the template to be used for the Email. These records are used by other older email functionality, such as Rule 188, not directly related to the Email Notification Module. This document does not specifically address that functionality although much of this document could be applied to that functionality.

If no record is found no email is sent. Each record applies to one Event only. There can be multiple records per event based on Country Code and/or Market Name.

Templates can be either text or HTML. Some text templates can be defined directly within this record. Other Text Templates and all HTML Templates exist as records in the AR System Email Templates form and are accessed using fields within the lookup record. Templates can be in any language.


When searching for an Email Notify Lookup record the first record found for the Event based on the following sequence is used.

1 - Team = Team Name, Customer Name = Customer Name, Market Name = Market Name and Country Code = Country Code 2 - Team = Team Name, Customer Name = Customer Name, Market Name = Market Name and Country Code = "%" 3 -

Team = Team Name, Customer Name = Customer Name, Market Name = "%" and Country Code = Country Code 4 - Tea

m = Team Name, Customer Name = Customer Name, Market Name = "%" and Country Code = "%" 5 - Team = Team Name, Customer Name = "%", Market Name = NULL and Country Code = Country Code 6 - Team = Team Name, Customer Name = "%", Market Name = NULL and Country Code = "%"

Sequence 5 and 6 should only apply to Events such as 30.

Where a Value is "%" it means ALL. i.e. If Customer Name = "%" then it means All Customers.

Field details:

Lookup Type = "Email Notify Lookup" Lookup Status = "Active" Short Description = A description of the record, Used for easy identification of the records purpose.

Team Lookup = Team Name (Compulsory) Customer Name Lookup = Customer Name or "%" (Compulsory) Market Name Lookup = Market Name, "%" or blank (Optional) Blank only applies where Customer Name = "%"


Value 01 = Email Event Number eg "01". There can be only one event number.


Value 02 = Action History Flag - Value is Y(es). Any other value or blank is considered No. A value of Yes will load the Action Dairy Attachment record containing the Action History for the incident. It can then be used in the template. *******This potentially can load huge amounts of data into the email. It contains ALL action notes including action notes that customer should not see. Be very careful using this option *******


Value 03 = Create an Action Record Flag. - Values are N,n(o). Any other value or blank is considered Yes. A value of Yes will create an Action Record for the incident to indicate an email was created and hopefully sent for the event.


Value 04 = Load Incident Details Flag. - Values are N,n(o). Any other value or blank is considered Yes. This only applies to emails created from an Action and will load incident fields in the nsm3_emails record so they are available for use in the events template.


Value 05 = Date Profile. - Values are in the format 01001 and are used to determine which Date fields are to be converted to a Site Date. Conversion is slow so only convert those fields required for the Template. The sequence of the values determines the date to convert. Dates will only convert if they have a value and the flag is on and they have not already been converted. 0 (or NULL) = Do Not Convert, 1 = Convert. Dates available to convert are: Position 1 - Action - Create Date Position 2 - Action - Time of Action Position 3 - Action - Other Ticket Start Position 4 - Action - Other Ticket End Position 5 - Action - Other Ticket 2 Start Position 6 - Action - Other Ticket 2 End Position 7 - Incident - Modified Date Position 8 - Incident - Incident Start Position 9 - Incident - Incident Solution End Position 10 - Incident - Incident End


ETC and ETA dates come as both Site and Server Time so do not need to be converted and so are not included in the list.


Notify Template Name = Email Template Name (Optional) - This contains the name of the Template to be used. It must match with a record in the AR System Email Templates form. The template can contain variable fields in the form #$$Customer Name$$#. Any field in the nsm3_emails form can be used. For a list of fields see the end of this document. If no AR System Email Template template is to be used then the field can be left blank.


Notify Template Header = Email Template Header (Optional) - This contains the name of the Header Template to be used. Header Templates are loaded at the beginning of the email body text. It must match with a record in the AR System Email Templates form. The template can contain variable fields in the form #$$Customer Name$$#. Any field in the nsm3_emails form can be used. For a list of fields see the end of this document. If no AR System Email Template template is to be used then the field can be left blank.


Notify Template Trailer = Email Template Trailer (Optional) - This contains the name of the Trailer Template to be used. Trailer Templates are loaded at the end of the email body text. It must match with a record in the AR System Email Templates form. The template can contain variable fields in the form #$$Customer Name$$#. Any field in the nsm3_emails form can be used. For a list of fields see the end of this document. If no AR System Email Template template is to be used then the field can be left blank.


Notify Template = Email Text Only (Optional) - This contains the email template to be used instead of or in conjunction with AR System Email Template records. It is Text only. Variable fields are in the form $Field Name_Form Name$ valid forms are nsm3_incidents, nsm3_actions, nsm3_emails. Fields from the nsm3_incident form are valid only when the event is generated from an incident. Fields from the nsm3_actions form are valid only when the event is generated from an action. nsm3_emails fields applies to events generated from both incidents and Actions. The field on the nsm3_emails form that contains this data can be used, if required, as a field within an AR System Email template. Generally it will only be used when no AR System Email Templates are to be used. Variable fields must be defined in the relevant Op Code Lookup record or they will not be converted to an actual value, however the email will still be sent.


Notify Subject = Email Subject Line (Optional) - This field contains the Subject Line of the email. It will always have the Incident ID appended to the end. Variable fields are in the form $Field Name_Form Name$ valid forms are nsm3_incidents, nsm3_actions, nsm3_emails. Fields from the nsm3_incident form are valid only when the event is generated from an incident. Fields from the nsm3_actions form are valid only when the event is generated from an action. nsm3_emails fields applies to events generated from both incidents and Actions. After variable fields are converted to values the text is left cut to 239 characters as the subject cannot be greater than 255 Characters once a space and the Incident ID are added. Variable fields must be defined in the relevant Op Code Lookup record or they will not be converted to an actual value, however the email will still be sent.


There must always be a value in one of the fields, Notify Subject, Notify Template or Notify Template Name or No email will be sent.

Template variables in the format #$$ Field Name $$# are:

a. Any field Label Name in the nsm3_emails form except those defined in b.

b. Assigned-to (Action 1 Tab) = Assigned-to Act Assigned-To (Incident 3 Tab) = Assigned-to Inc Assigned-to Group (Action 1 Tab) = Assigned-to Group Act Caller Full Name (Incident 3 Tab) = Caller Name Create Date (Action 2 tab) = Create Date Act Serial # (Incident 1 Tab) = Device Serial No Loaded Act (Details Tab) = Loaded Action Loaded Att (Details Tab) = Loaded Attachment Loaded Inc (Details Tab) = Lnt Loaded Disp (Details Tab) = Loaded Dispatch Modified Date (Incident 2 Tab) = Modified Date Inc Site Create Date txt (Action 2 Tab) = Site Create Date txt Act Site Modified Date txt (Incident 2 Tab) = Site Modified Date Txt Inc Specialist Assigned-to (Action 1 Tab) = Specialist Assigned-to Act Specialist Assigned-to Group (Action 1 Tab) = Specialist Assigned-to Group Act Specialist Type (Action 1 Tab) = Specialist Type Act Status Code (Action 1 Tab) = Status Code Act Status Type (Action 1 Tab) = Status Type Act

Help where Email Lookup Record has the value “Email Event Address Lookup”.Edit

Email Event Address Lookup records contain the Fixed Email addresses for each event per Customer Name and/or Market Name. Fixed Email Addresses are optional. There can be multiple Events per record and multiple records per event. Each Event can have one address filter to determine which record to select where there is more than one record per event. If no Address record is found for the event then by default the email will be sent to the Caller Email Address and any agent added addresses.


The final To Address is made up of

1. The Email Event Address Lookup Notify To field. 2. The Caller Email Address (Only if Value 05 from the Email Event Address Lookup record is N(o) or Blank,or no record was found) 3. Any agent Added Email Addresses (Only if Value 04 from the Email Event Address Lookup record is N(o) or Blank, or no record was found)


If the combination of the above fields results in no To Address then no email is sent.


The final Cc and Bcc Address fields are made up from

1. The Email Event Address Lookup Bcc and Cc fields. 2. Any Agent added Email Cc and Bcc Addresses

If there were no fixed address records for the event then the Notify Reply To and Notify From addresses will be set to NCR GEMS Email [gems.do.not.reply@ncr.com].


Address Filters are optional and only required where multiple records exists per event for the Customer/Market Name. The following address filters are coded. Only one address filter per Event.


01 - Priority 02 - Severity 03 - Referred To - Specialist 04 - Team Type using Team (For Event 30 Only) 05 - Team Type using Customer Name 06 - Site Name

Records are returned in the following sequence for the following address filters.

Address Filters 01, 02, 03, 05

1. Team = Team, Customer Name = Customer Name, Market Name = Market Name ,Value 03 = Filter Value 2. Team = Team, Customer Name = Customer Name, Market Name = Market Name ,Value 03 = NULL 3. Team = Team, Customer Name = Customer Name, Market Name = NULL ,Value 03 = Filter Value 4. Team = Team, Customer Name = Customer Name, Market Name = NULL ,Value 03 = NULL

Address Filter 04

1. Team = Team, Customer Name = "%", Value 03 = Filter Value 2. Team = Team, Customer Name = "%", Value 03 = NULL


Address Filter 06

1. Team = Team, Customer Name = Customer Name, Market Name = Market Name, Site Name = Site name 2. Team = Team, Customer Name = Customer Name, Market Name = Market Name, Site Name = NULL


No Address Filters and Not Event 30.

1. Team = Team, Customer Name = Customer Name, Market Name = Market Name, Value 02 = NULL 2. Team = Team, Customer Name = Customer Name, Market Name = NULL, Value 02 = NULL


No Address Filters and Event 30

1. Team = Team, Customer Name = NULL, Market Name = NULL, Value 02 = NULL


Options to Exclude or Include the Caller Email Address and any manually agent added Email Addresses are also included per record.

Fields are:

Lookup Type = "Email Event Address Lookup" Lookup Status = "Active" Short Description = A description of the record, Used for easy identification of the records purpose.

Team Lookup = Team Name (Compulsory) Customer Name Lookup = "%" (for Address Filter 04 Only) or Customer Name (Compulsory) Market Name Lookup = Market Name or blank for all Market Names. Must be Blank if Customer Name = "%" (Optional) Site Name = Site Name or Blank for all Market Names. (Used for Address Filter 06 Only) (Optional)


Value 01 = Event Number(s). All Events must start and end with a ":" e.g. :01: or :01:02:03: Cannot be NULL. (Compulsory) Value 02 = Address Filter Number - one number, with leading zero or blank for no address filters. eg 02 (Optional) Value 03 = Address Filter Value - If no Address Filter then blank. One or more values may be entered. All values are to be enclosed in ":" eg :Critical:Major: This field is not used for Address Filter 06 where the Site Name field is used. (Optional) Value 04 = Exclude Caller Email Address. Values are Y,y(es), N,n(o) or blank. Blank is treated as No (Optional) Value 05 = Exclude Agent entered email addresses. Values are Y,y(es), N,n(o) or blank. Blank is treated as No (Optional)


Notify To = Email Addresses separated by ";" or a Hard Return. (Optional) Notify Cc = Email Addresses separated by ";" or a Hard Return. (Optional) Notify Bcc = Email Addresses separated by ";" or a Hard Return. (Optional) Notify From = Email address and name of the sending person to be displayed at the receiving end. (Optional) Notify Reply To = Return Email Address and name for any replies. (Optional) ==

Help where Email Lookup Record has the value “Email Test Lookup”.Edit

Email Test Lookup records contain the send test data to be used for determining if an Email should be sent. Each Email Event can have no send tests, one send test or multiple send tests. The format of an Email Event as contained in the Email Notifications field on the Incident or Action is :xx: or :xx-yy: or :xx-yy-yy-yy-yy: where xx is the event and yy is the send test. Where multiple send tests are configured they are run in the same order as found with the event.

If no send tests are configured for the event then no Email Test Lookup records are required for the Event and the email is sent. Once a send test has failed the process exits and no email is sent. A failure will occur when a send test is configured and one of the following happens.


a. No Email Test Lookup record that matches the Incident or Action value can be found for the event b. The incident or action value to test with is NULL


Email Test Lookup records are search for in the order:

1. Team = Team, Customer Name = Customer Name, Market Name = Market Name 2. Team = Team, Customer Name = Customer Name, Market Name = NULL


The list of Send Tests that can be selected are:

01 - Incident Priority - can be tested against events 01,02,03,04,05,07,41,50-99 run from both the incident or actions form. 02 - Incident Severity - can be used against events 01,02,03,04,05,07,41,50-99 run from both the incident or actions form. 03 - Severity Increase - can be used against event 06 Only and from the Incident form Only 04 - Severity Decrease - can be used against event 06 Only and from the Incident form Only 05 - Team Type - can be tested against events 01,02,03,04,05,07,41,50-99 run from both the incident or actions form. 06 - Priority Increase - can be used against event 08 Only and from the Incident form Only 07 - Priority Decrease - can be used against event 08 Only and from the Incident form Only


Event 30 Does not use Email Test Lookup records and instead the Event is loaded based on a Team, Customer Name or Market Name Lookup record where there is a specific Team Type configured for these records.


Field Details:

Lookup Type = "Email Test Lookup" Lookup Status = "Active" Short Description = A description of the record, Used for easy identification of the records purpose.

Team Lookup = Team Name - Menu Choice (Compulsory) Customer Name = Customer Name - Menu Choice (Compulsory) Market Name = Market Name - Menu Choice (Optional)


Value 01 = Event Number(s) the send test applies to. All Events must start and end with a ":" e.g. :01: or :01:02:03: (Compulsory) Value 02 = Send Test Number - one number with leading zero eg 02 (Compulsory) Value 03 = Send Test Value - One or more values must be entered. All values are to be enclosed in ":" eg :Critical:Major: (Compulsory)


For Send Tests 03 and 04 Severity Changes the format of the send test data is :Current Severity-New Severity: or :Any-New Severity:. Current Severity can be a value such as Major or the Value "Any". The Value "Any" indicates that we don't care what the current Severity is, we only care about the new Severity Value.


For Send Tests 06 and 07 Priority Changes the format of the send test data is :Current Priority-New Priority: or :Any-New Priority:. Current Priority can be a value such as 2 or the Value "Any". The Value "Any" indicates that we don't care what the current Priority is, we only care about the new Priority Value. ==

Help where Email Lookup Record has the value “Email List Lookup”Edit

The Email List Lookup contains the Specialist Name and Template details used for emails. This document is only referring to the Email Notification Module Event 03. Some different fields are used when accessed from Rule 51.

Once it has been determined that a Referred To (Specialist) email needs to be sent an Email List Lookup record is read. If no record exists for the Specialist defined in the Action task then no email is sent.

Fields are:

Lookup Type = "Email List Lookup" Lookup Status = "Active" Short Description = A description of the record, Used for easy identification of the records purpose.

Team Lookup = Team Name (Compulsory) Customer Name Lookup = Customer Name (Compulsory) Market Name Lookup = Market Name or blank for all Market Names (Optional)

Email List = Specialist Value - Used to match with the Referred To (Specialist) field.


Value 01 = :03: Value 02 = Action History Flag - See help for "Email Notify Lookup" records for details on values. Value 03 = Create an Action Record Flag. - See help for "Email Notify Lookup" records for details on values. Value 05 = Date Profile. - See help for "Email Notify Lookup" records for details on values.


Notify Template Name = Email Template Name (Optional) - See help for "Email Notify Lookup" records for details on values Notify Template Header = Email Template Header (Optional) - See help for "Email Notify Lookup" records for details on values Notify Template Trailer = Email Template Trailer (Optional) - See help for "Email Notify Lookup" records for details on values Notify Template = Email Text Only (Optional) - See help for "Email Notify Lookup" records for details on values Notify Subject = Email Subject Line (Optional) - See help for "Email Notify Lookup" records for details on values

At least one of the following fields must have data or no email will be sent - Notify Template Name, Notify Template or Notify Subject.

For more information on Templates see help for "Email Notify Lookup" records. The template values and settings are the same in this record as in the "Email Notify Lookup" record.


Help where Email Lookup Record has the value “Task Code Lookup”Edit

Task Code 0051 Details:

Task Code Lookup records will only be checked for :0051: if the Email Notifications or Email Event Addresses fields have existing data that was Pushed or Pulled from the incident. The Lookup record will be checked and if found the Event Notifications field will be loaded. The check will occur on both, the creation of an Action record, and, when the Action Resolution Code changes on a Modify.

Task Code 0051 Field values: Lookup Type = "Task Code Lookup" Lookup Status = "Active" Short Description = A Description of what is contained in this record. Team Lookup = Team Name - Menu Choice (Compulsory) Customer Name = Customer Name - Menu Choice (Compulsory) Market Name = Market Name - Menu Choice (Optional) Other Op Data = :0051: or other Task Codes plus :0051: Other Op Type = Filter


Email Notifications = :xx-yy: where xx=the Event Number and yy= the send test. There can be more than one send test but only one event. The Event Number is administrator determined but cannot be one of the Fixed Event Numbers and by convention should be between 50 and 99. The Event Numbers are unique to each Customer. For more details on Send Tests see the Email Test Lookup Help.


Action Code = The Action's Action Code Action Description Code = The Action's Action Description Code Action Description Type = The Action's Action Description Type Action Resolution Code = The Action's Action Resolution Code (All these four fields plus the Team, Customer Name and Other Op Data of :0051: must match for the Task Code Lookup record to be found. The Market Name is optional. It will first check using the Market Name and if not found try with no Market Name.)

Help where Email Lookup Record has the value “Email Address Query Lookup”Edit

These Lookup records contain the queries to be used for x500 queries. The queries are used within the Email Addresses Search/Load window accessible from the Incident or Action forms.

Fields to be set are:

Lookup Type = "Email Address Query Lookup" Lookup Status = "Active" Short Description = A Description of what is contained in this record.

Team Lookup = Team Name - Menu Choice (Compulsory) Customer Name = Customer Name - Menu Choice (Compulsory) Market Name = Market Name - Menu Choice (Optional)


Label 01 = "Query By" Value 01 = A descriptive name defining the query. Used in a menu. eg. Customer Name, Market Name Label 02 = "Names From" Value02 = "GEMS x500". This is the only choice. Rule Incident = The Query. For example 'Team' = $Team Name$ AND 'Customer