Improving notifications from HP OpenView Service Desk
When working with OV SD 4.5 there is one disadvantage. Notifications that come in the mail contain too little information.
In our organization, the letter contains only a brief description.
Having received such messages, you have to switch to the fat client window and open the application.
At the opening of the application can take up to ten seconds. In this case, you may encounter a situation where several employees try to view the application at the same time.
Therefore, the program was written OV SD 4.5 Notifier, which displays a notification with the most complete information about the application.
About her further and will be discussed.
OV SD 4.5 Notifier works on the client side. OV SD 4.5 Notifier is not a replacement for the standard fat client. Cannot work without installed and configured fat client. It serves only to display information on the application and is not intended to edit applications.
The main requirement was to display in the notification a full description of the problem, attached files and information about the applicant.
Our organization uses a portal where information about employees is collected. The employee ID on the portal and in the Service Desk is the same. Therefore, it was decided to add a photo of the applicant to the notice.
After starting the program, a program icon will appear in the notification area.
When new applications appear, the icon will flash. The menu items "Show new applications" and "Release all" will be available.
Together with the new application appears a notice (pop-up window)
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It contains a photo, name, contact information of the applicant, a description of the problem, a list of attached files, the application number and a button to force the notification to be read.
Notifications can be marked as read automatically, or forcibly. The marked notification is deleted. It will not be visible again using the "Show new requests" command.
In automatic mode, a notification is marked if you hold the mouse pointer over it. You can select the mode in the configuration file.
The notification appears smoothly, is delayed for a few seconds and smoothly disappears. If you hold the mouse pointer over it, the window will be delayed for a few seconds. Intervals can be configured in the configuration file.
It is possible to customize the colors of the notification.
If a large number of applications arrive at the same time, the notifications shift the previous ones up.
If you select the “Show new requests” command, a window will open in which you can scroll through all not viewed notifications.
You can scroll through notifications using the arrows. The window closes when you click on the red cross. The button for marking a notification as read will close the current one. The following will appear instead. If there is no next, the previous one will open. If the notification is the only one, the window will close.
The content of the window is the same as that of the pop-up notification.
The name of the applicant is a link that leads to the employee's page on the corporate portal.
Attachments are also referenced. The file will open in the program associated with the file type. If the program is not found, the file will open in the browser.
A double click on the field with a problem will open the application itself in a regular client. In the program directory will appear tmp.bat, containing the script for opening the application.
If you are an applicant, the notification will contain information about the artist.
In addition to the pop-up window in the mail will come a letter with the detailed content of the application.
The subject of the letter consists of three parts: the application number, the subject of the original letter and a brief description. If the source of the notification was not a mail message, but a standard view, then instead of the subject of the original, the application status will be. The sender will be the name of the applicant. This will provide an opportunity to search for applications by mail using quick filters.
The content of the letter varies depending on the reason for the notification. The letter may contain references for making a decision, for coordinating an application, a list of approvers.
The type of letter can be configured using the Velocity template.
Applications can be filtered.
The source code, program and user guide are available on Bitbucket .
If you want to adapt the program for your organization, most likely, you cannot do without editing the code.
A brief article with a technical description is available in Qwertoblog .
In our organization, the letter contains only a brief description.
Having received such messages, you have to switch to the fat client window and open the application.
At the opening of the application can take up to ten seconds. In this case, you may encounter a situation where several employees try to view the application at the same time.
Therefore, the program was written OV SD 4.5 Notifier, which displays a notification with the most complete information about the application.
About her further and will be discussed.
OV SD 4.5 Notifier works on the client side. OV SD 4.5 Notifier is not a replacement for the standard fat client. Cannot work without installed and configured fat client. It serves only to display information on the application and is not intended to edit applications.
The main requirement was to display in the notification a full description of the problem, attached files and information about the applicant.
Our organization uses a portal where information about employees is collected. The employee ID on the portal and in the Service Desk is the same. Therefore, it was decided to add a photo of the applicant to the notice.
Interface
After starting the program, a program icon will appear in the notification area.
When new applications appear, the icon will flash. The menu items "Show new applications" and "Release all" will be available.
Together with the new application appears a notice (pop-up window)
')
It contains a photo, name, contact information of the applicant, a description of the problem, a list of attached files, the application number and a button to force the notification to be read.
Notifications can be marked as read automatically, or forcibly. The marked notification is deleted. It will not be visible again using the "Show new requests" command.
In automatic mode, a notification is marked if you hold the mouse pointer over it. You can select the mode in the configuration file.
The notification appears smoothly, is delayed for a few seconds and smoothly disappears. If you hold the mouse pointer over it, the window will be delayed for a few seconds. Intervals can be configured in the configuration file.
It is possible to customize the colors of the notification.
If a large number of applications arrive at the same time, the notifications shift the previous ones up.
If you select the “Show new requests” command, a window will open in which you can scroll through all not viewed notifications.
You can scroll through notifications using the arrows. The window closes when you click on the red cross. The button for marking a notification as read will close the current one. The following will appear instead. If there is no next, the previous one will open. If the notification is the only one, the window will close.
The content of the window is the same as that of the pop-up notification.
The name of the applicant is a link that leads to the employee's page on the corporate portal.
Attachments are also referenced. The file will open in the program associated with the file type. If the program is not found, the file will open in the browser.
A double click on the field with a problem will open the application itself in a regular client. In the program directory will appear tmp.bat, containing the script for opening the application.
If you are an applicant, the notification will contain information about the artist.
In addition to the pop-up window in the mail will come a letter with the detailed content of the application.
The subject of the letter consists of three parts: the application number, the subject of the original letter and a brief description. If the source of the notification was not a mail message, but a standard view, then instead of the subject of the original, the application status will be. The sender will be the name of the applicant. This will provide an opportunity to search for applications by mail using quick filters.
The content of the letter varies depending on the reason for the notification. The letter may contain references for making a decision, for coordinating an application, a list of approvers.
The type of letter can be configured using the Velocity template.
Applications can be filtered.
The source code, program and user guide are available on Bitbucket .
If you want to adapt the program for your organization, most likely, you cannot do without editing the code.
A brief article with a technical description is available in Qwertoblog .
Source: https://habr.com/ru/post/133751/
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