There are a few challenges we are running into.
* We have a lot of custom fields that are used for reporting. These fields are hidden/visible based on the template being used or support company. Some of the fields have dynamic menus too. Since a lot of the functionality is done using active links, there doesn't seem like a clean way to present these fields. Our environment is not a typical service desk/break fix environment, so many of the custom fields are necessary. * We also have a few custom applications. There doesn't seem to be an easy way to port those applications over. * We have a number of our custom fields that we have on the console view. I haven't found a way to add and remove fields to the ticket console yet. I would really like to move over to the new views, but it may come at a cost. I'm just starting to look at Smart IT, so there may be a bunch of ways to handle customizations that I haven't seen. From what I can tell, everything is being pushed through the interface create forms for each application. It seems at first glance that all the flexibility we've had with the underlying remedy system are moving away. I can see were this is an advantage for simplifying the use of the system and allowing for more streamlined upgrades/patching. Has anyone had any luck moving from a fairly customized system. We also have over 200 companies and multiple support organizations with very different missions. Go though the basic config consoles in Smart IT seems limited. What other tools are being used to handle the customizations? Thanks, Brian ________________________________ From: ARSList <[email protected]> on behalf of Kelly Logan <[email protected]> Sent: Thursday, May 16, 2019 10:20 AM To: ARSList Subject: Re: Smart IT We have been analyzing it for use in production and have found it a decent replacement except for two issues: 1. Menus assigned by active links - there is no direct substitute for this functionality with Smart IT workflow in our version (18.05), and 2. Service Requests - Smart IT does not support SRDs that have Actions in them. On Wed, May 15, 2019 at 4:27 PM Brian Pancia <[email protected]<mailto:[email protected]>> wrote: We've been running 9x for awhile now in production. We are usually only a month behind the latest release in production. I've been playing with Smart IT 19.02 in development and it still seems like it is not a replacement for the old ITSM mid-tier app. Is anyone running Smart IT in production? Is it being used across the boards by everyone? Have you stuck to bare bones out of box or have you implemented some customizations? I've only seen basic functionality to add fields and all workflow would need to be done as filters on the back end. From just playing around it looks like Smart IT is designed for the mobile service desk person that needs to reference things quickly on a smart phone, but does not need full functionality of the system. Just wanted to get others experience out there. On a side note - We are looking for TS cleared MicroFocus Service Manager developers to join us in DC. If you know anyone or have previous Service Manager experience let me know @ [email protected]<mailto:[email protected]>. Thanks, Brian DISCLAIMER: The information contained in this e-mail and its attachments contain confidential information belonging to the sender, which is legally privileged. The information is intended only for the use of the recipient(s) named above. If you are not the intended recipient, you are notified that any disclosure, copying, distribution or action in reliance upon the contents of the information transmitted is strictly prohibited. If you have received this information in error, please delete it immediately. -- ARSList mailing list [email protected]<mailto:[email protected]> https://mailman.rrr.se/cgi/listinfo/arslist -- Kelly Logan | Senior Consultant 313-651-7169 | [email protected]<mailto:[email protected]> RAPID Technologies www.raptek.com<http://www.raptek.com/> DISCLAIMER: The information contained in this e-mail and its attachments contain confidential information belonging to the sender, which is legally privileged. The information is intended only for the use of the recipient(s) named above. If you are not the intended recipient, you are notified that any disclosure, copying, distribution or action in reliance upon the contents of the information transmitted is strictly prohibited. If you have received this information in error, please delete it immediately.
-- ARSList mailing list [email protected] https://mailman.rrr.se/cgi/listinfo/arslist
