You are spot on - they dropped the escalations along with the asset tracking and change tasking features in Help Desk 2 or 3 through 6. By itself, Service Desk (Incident and Problem Management) in no way "replaces" the old Help Desk application; far too many functions were completely dropped and exist exclusively in other 7.x applications now. Some of us are trying to come up with the $$$ for the other apps, but a lot of folks appear to be opting to stick with Help Desk 6.0 on an ARS 7 platform because it is a more complete application OOTB.
Christopher Strauss, Ph.D. Remedy Database Administrator University of North Texas Computing Center http://remedy.unt.edu/helpdesk/ _____ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Doornbos, Mark Sent: Friday, June 08, 2007 10:18 AM To: [email protected] Subject: Service Desk 7 - Escalations ** Hi again, We've installed Service Desk 7.0 and we are also using the midtier. What I find mind boggling is that escalations are not built into the Incident/Problem management application. It appears that one would have to purchase the SLM application to make escalations functional on the Incident/Problem application. Does this mean we have to create customized escalations to use escalations with the OOTB Service Desk 7 application? Am I missing something here? mjd __20060125_______________________This posting was submitted with HTML in it___ _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
