I wonder if a good approach to that - the legacy data - would be to define a separate Company for the old tickets (using the old CTI) so that we can isolate them from the new tickets and new CTIs. We currently plan to create separate "companies" for each distributed support area so that they can have their own CTI, plus one or two companies for students (we may still split UNT campus students from Health Science Center students). This would make the legacy data available without all of the CTI baggage. If I keep the same Assignment Group names, that should give current IT staff access to their old tickets in the legacy company space, right?
We still think we will be doing well to cut over to ITSM 7 from Help Desk 5.5 by Spring Break or thereabouts. We are reactivating our original Remedy steering committee in order to get the "business" input from all of our customer groups for the configuration process. This still assumes minimal customization to the Incident, Problem, and Change applications as opposed to what we did to Help Desk 5.5!! We are expecting to see a lot of unintended consequences - the kind that force process changes - from the various configuration settings that will have to be tested, discussed, and dealt with before we can put this application set into production. Christopher Strauss, Ph.D. Remedy Database Administrator University of North Texas Computing Center http://remedy.unt.edu/ -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Axton Sent: Monday, October 09, 2006 1:07 PM To: arslist@ARSLIST.ORG Subject: Re: ARS/ITSM 7 Time to Implement at Your Site That is accurate, but you have to consider the data that exists in your current system. Even if you convince the business to change, you will have legacy data that will have to be dealt with, one way or another. On 10/9/06, Kyle Whitley <[EMAIL PROTECTED]> wrote: > We use Helpdesk and Change Management. Looking at the documents I > have downloaded from Remedy Support on the ITSM 7 apps. I would guess > my time line should be geared toward a new implementation and not an > upgrade. Meaning whatever processes my organization went through in > the last roll out will need to be duplicated, with an emphasis on > business process changes and training. Is that accurate? _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org
