Automatic POPUP when criteria X hits

[matthew007]

I am attempting to create a popup windows that will display to all users belonging to Group A. Here is my Use Case:

1. The 'Time reaming' field of a ticket belonging to 'Group A' is showing 30 minutes left.

2. A popup window with the ticket number and description are displayed to all users of 'Group A' that are currently logged in.

3. This will occur regardless of whether they are currently working a ticket, reviewing reports, idle, etc. As long as they are logged in, they will receive a popup.

I do not require the popup window to link to the ticket at the moment, simply displaying the information would suffice.

I originally figured I could run a scheduled script that would run a query to find the 'time remaining' and if the value is less than or equal to 30, then the popup window would occur. Part of the problem is the way I get this information is not from a simple query on active tickets but from running a report.

If I can just get to the point where every user of 'Group A' will be hit with a popup window if 'X' criteria are hit, I am pretty sure I can figure the rest out. Or even if every user is hit with a popup. I have yet to get a popup to hit any 1 group or just anyone in general.

Any thoughts?

[guiguille]

Hey Matthew,

I have no idea how to make a pop-up appear to all the users from a group, and as someone that worked in IT, I would definitely hate that behavior.

I just wanted to share with you how did we resolve a similar scenario: Half hour prior to a date in a facilities request, when the state was in "Waiting for sth" (don't remember exactly), we had to set the ticket back to active. What we did, was a to trigger a workflow once we set that date/time field, and that workflow had a scripted timer that after some calculations, moved to the next activity half an hour before the time.

Another thing you could do is playing with the SLA workflows, over there maybe you can send notifications (or the pop-ups) based on how close the SLA is to breach.

Hope it helps,

[matthew007]

Guillermo,

Thank you for the advice. The reason for the popups, although annoying, is to ensure we do   not breach an SLA. Right now, we have reports that we utilize in widget format added to dashboards. The pop-ups would ensure people are informed of the SLA instead of designating a person to ensure the SLA's are not breached. This would leave that 1 person to just concentrate on working tickets. I will look into your suggestions but am still hoping to find out how to create a popup.

Thank you sir.

[Julian Hoch]

If you really really want this, you'd have to write a global UI script that basically polls the server regularly if your condition is fulfilled and then display a dialog window or something similar.

As was stated previously I wouldn't recommend it, and if you do implement this you should try and restrict it to certain pages and tables since global UI scripts can negatively impact performance.

[namburi]

Recently I cam across the following post to use 'sys_broadcast_message' table (it is only available starting from Geneva). Unfortunately this is not documented and if you read the post SN person recommend to use with caution as there is a possibility to change.

https://community.servicenow.com/message/916189#916189