Is it possible to send reminders for change, incident, and problem requests?

[Josh Dule]

Wondering if there's a way for us to send reminder e-mail after x time has passed for these requests.

Thank you.

[Vincent @ Combodo]

Yes, with stopwatches, thresholds and trigger on threshold.

[Soji]

Hello,
I was wondered the same thing and was surprised that this feature is not native in this application: notification by email 30min before the start_date (change and workorder).

I saw we have to create a new stopwatches and a threshold but I cannot find any documentation.
Does anyone have a link to develop that?

Thanks

[Pierre Goiffon]

Hello,

There are already some stopwatches in the existing code, like in UserRequest (fields tto, ttr and cumulatedpending). Take a look at the XML definitions in the datamodels directory.
The XML reference should help you understand all this :)

The documentation on notification should then help : Notifications [iTop Documentation]

Note that those modifications can be made really easily using the ITSM Designer, which is accessible for any subscriber to a support contract.

[Soji]

Hi Pierre,
Thanks for your answer.

I would like to receive a notification by email 1 hour before the start_date of the change execution.
I tried to implement a new stopwatch for change mgmt :

        <field id="remindchange" xsi:type="AttributeStopWatch">
             <states>
                   <state id="start_date"/>
             </states>
             <working_time/>
             <thresholds/>
             <goal/>
        </field>

Then, I created a new notification with this filter:
SELECT Change WHERE start_date > DATE_SUB(CURRENT_DATE(), INTERVAL 1 HOUR) AND start_date > CURRENT_DATE()

Did I forget something?

Thanks for your help.

[Soji]

Hello,

After reading the documentation, I think I'm almost done.

            <field id="remindchange" xsi:type="AttributeStopWatch" _delta="define">
                <states>
                   <state id="plannedscheduled"/>
                </states>
                <working_time/>
                <thresholds>
                   <threshold id="100">
                      <highlight>
                         <code>warning</code>
                         <persistent>false</persistent>
                      </highlight>
                      <actions>
                         <verb>ApplyStimulus</verb>
                         <params>
                            <param xsi:type="string">ev_plan</param>
                         </params>
                      </actions>
                   </threshold>
                </thresholds>
                 <goal>RemindChange</goal>
             </field>

class RemindChange implements iMetricComputer
{
    public static function GetDescription()
    {
            return "Remind agent before start date";
    }
    public function ComputeMetric($oObject)
    {
        $iDelay = null; /* returning 'null' means 'no goal' */
        // If there is a planned_date attribute and it has a non-empty value
        if (MetaModel::IsValidAttCode(get_class($oObject), 'remindchange') && (!empty($oObject->Get('remindchange'))))
        {
          $oStartDate = new DateTime();
          $oEndDate = new DateTime($oObject->Get('start_date'));
          // Calculate the delay between now and the planned_date     
          $iDelay = $oEndDate->format('U') - $oStartDate->format('U');
          // If the planned_date is in the past, we define 0s as the goal
          $iDelay = ($iDelay < 3600) ? 0 : $iDelay;
      }
      return $iDelay;
    }
}

However, I don't know if the 1 hour threshold setting is correct...
If not here, where can I set the threshold to 1h before the start_date?
because I don't want to add a new field for alerts.

Thanks for your help.

[Dmitriy Smirnov]

Hello.

Have you been successful in setting up change reminders? Can you tell me where to add the class?

[Jeffrey Bostoen]

You might want to buy the "Notify on Expiration" extension from Combodo. It can do the job (send reminders for objects based on date fields, considering a period that is yet to come or has passed) and comes at a low cost.