Symantec Management Platform (Notification Server)

This looks good but we want to reassign auto-closed calls to the last modified by worker so we can take metrics from it.  By default our Resolved calls are assigned to a separate queue so the helpdesk manager can do QA while closing the calls.  Now we have a huge backlog and want to close calls automatically.  The "Edit Incident Automated Action" only allows us to reassign to one entry in the workers list.


Is it possible to do what I want from the NS? 

1. In the Altiris Web console go to "View" > "Tasks";


2. Expand the directory tree to the location where you would like to create the Task (in our case we placed it in "Tasks\Incident Resolution\Incidents\Helpdesk\Notification Policies");


3. Right-Click the Folder and select "New" > "Notification Policy";


4. In the "Name" field, type the name of your new Notification Policy (e.g. "Close Resolved after 10 days");


5. If desired, type a brief description of the rule in the "Description" field;


6. First, we need to create the Query that will select the proper Incidents:
   
   
   
   1. In the "Source" dropdown, select "Query";
   
   
   2. Click "--Edit Query--";
   
   
   3. Click "Edit SQL Directly";
   
   
   4. Copy and Paste the following SQL args into the input box:
   
   

   SELECT DISTINCT hd1.[workitem_number]
   FROM dbo.HD_workitem_current_view hd1
   WHERE hd1.[workitem_status_lookup_id] IN (400)
   AND datediff(d, hd1.[workitem_modified_on], getdate()) >= 10
   

   
   NOTE: By changing the "10" at the end of the argument, you will change the the required period of inactivity for the rule to work.
   
   5. Click "Run" to confirm the query works;
   
   


7. Since we required this to be fully automated, we want to create a schedule for it:
   
   
   
   1. In the "Enable Schedule" dropdown, select "Custom Schedule";
   
   
   2. Click on the link to the custom schedule;
   
   
   3. In our case we want to run the task every day at 9:00 AM so our system will stay on top of Incident Closure, but you can select any schedule that suits your needs;
   
   
   4. Click "OK";
   
   


8. Now to add the Automated Action that will actually change the Incident Status:
   
   
   
   1. From the "Add action type" dropdown, select "Edit Incident Automated Action";
   
   
   2. Click "Add";
   
   
   3. Enter the action Name and Description as desired;
   
   
   4. Click the "Enabled" check box;
   
   
   5. In the "Execute" section, click the "Once per row" radio button;
   
   
   6. In the "Incident" input box, type:
      

      %DSworkitem_number%

   
   
   7. In the "Comment" field, type a comment that will let any reviewer know that the Incident was closed by automation (e.g. "This Resolved Incident has been automatically Closed due to 10 days of inactivity after Resolution.");
   
   
   8. From the "Status" dropdown, select "Closed";
   
   
   9. Click "OK";
   
   


9. Enable the Task by clicking the "Enable" checkbox at the top of the page;


10. Click "Apply".