Mark,

 

Been doing OK, thanks for asking! Hope you are well too.. How is that whole 
auto load of foundation data working out for you guys?

 

Regarding your current problem, I have not really tried it but I would go with 
using an overlay on the existing menu instead of replacing it and see how that 
pans out.

 

I’ll be honest that when I saw how useful Smart and My IT were in its current 
state, when you compare these tools with the Mid-Tier, there were too many 
functionalities that I found were not consistent between the two as well as 
between them and the Mid-Tier.. I had compiled a list of these that I no longer 
have with me in person but I do remember some of them especially the key bullet 
points around the Work Log field, the Status field, etc.

 

(((If interested in the list of inconsistencies I found, write to me offline, 
and I’ll share them as and when I recall the bullet points I made in that list 
I no longer have with me..)))

 

As a result, since I was not assigned the work of looking for possible 
solutions for the inconsistencies I had found, I won’t be able to confirm or 
deny if overlaying the existing menu will help. Gut feelings say it may not as 
Smart and My IT has its own set of instructions that brings them to life, which 
do not depend on any Mid-Tier client side instructions. Hence there is a fat 
chance that remodeling the menu with even an overlay may not work, unless Smart 
and My IT instructions rely on the overlay meta data for that Menu,

 

Like some of the others, I have not heard anything about Innovation Studio and 
its capability to modify Smart and My IT instructions. So can’t comment on 
that..

 

Cheers

 

Joe

 

  _____  

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Tauf Chowdhury
Sent: Wednesday, August 09, 2017 10:33 AM
To: arslist@ARSLIST.ORG
Subject: Re: Smart IT Assigned Person

 

I agree Shawn. Using the backend processing of assignment engine is prob a 
better way to go

Sent from my iPhone


On Aug 9, 2017, at 10:28 AM, Pierson, Shawn <shawn.pier...@energytransfer.com> 
wrote:

** 

Was Innovation Studio ever released?  

 

Also, you can customize Smart IT with JavaScript but that only works for the 
web client and not the mobile clients.  That being said, it’s not supported and 
will disappear whenever you upgrade.  If I were given the requirement that Mark 
has, I’d probably try to rely mostly on the Assignment Engine in some way even 
though it wouldn’t recreate the functionality in the UI.

 

Thanks,

 

Shawn Pierson 

Remedy Developer | Energy Transfer

 

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Tauf Chowdhury
Sent: Wednesday, August 9, 2017 9:20 AM
To: arslist@ARSLIST.ORG
Subject: Re: Smart IT Assigned Person

 

** 

SmartIT is not very extensible unless you use something like Innovation Studio 
which allows you to customize (so I've heard) but it's a separate license 🙄. 

We've been using filters and creative wording in error messages to enforce some 
processes but thankfully we were not heavily customized to begin with. 

Sent from my iPhone


On Aug 9, 2017, at 10:04 AM, Brittain, Mark <mbritt...@navisite.com> wrote:

** 

HI Joe,

 

Been a while. How have you been? I would take either option, modify the OTB or 
attach a custom menu.

 

Mark

 

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Martin D'Souza, Joseph (Joseph Martin 
D'Souza)
Sent: Tuesday, August 08, 2017 5:44 PM
To: arslist@ARSLIST.ORG
Subject: Re: Smart IT Assigned Person

 

** 

I have seen quite a few limitations and/or discrepancies even with both SmartIT 
and MyIT, most of them being at a functionality level when comparing the same 
function either with the Mid-Tier or its other counterpart (SmartIT vs MyIT) – 
whether these discrepancies are “by design” or a plain oversight, I do not know 
and I had not raised a ticket with BMC Support to follow up with my 
observations.

 

So given a choice to make that decision myself, I would continue to have my 
users use the Mid-Tier and not really pay much heed to either Smart or My IT 
until there is a more stable release of these two tools..

 

Having said that, are you trying to modify an out of the box menu? Or are you 
trying to replace one?

 

Joe

 


  _____  


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Brittain, Mark
Sent: Friday, August 04, 2017 1:48 PM
To: arslist@ARSLIST.ORG
Subject: Smart IT Assigned Person

 

Hi All & TGIF

 

In the ITSM 7.6 Incident I had a join form (SIT:Assignee) between CTM:Suport 
Group Assoc LookUp and CTM:People.  These were joined the login id and the key 
field I was after was Site. Based on the join form I created a custom menu 
based on the Site in the Incident and the join form. Finally I had an active 
link to do a change menu if the Incident Type was Infrastructure Event. 

 

Of course in Smart IT you no longer have active links. I can write a custom 
menu that would not require an active link but I don’t know of a way to 
populate it into Smart IT. Any ideas? I did get something from BMC about 
dynamic menus but it didn’t seem to really get me there.

 

Thanks

Mark 

 

Mark Brittain  | Senior Systems Engineer | 315.634.9337

125 Elwood Davis Road | Syracuse NY 13212

<image001.gif>

 

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