Our On-Call is a huge mess! We have 42 on-call group schedules. Maybe 10 are the same. It sounds like the on call functionality included is not what we need. Our management wants Remedy to look at the CTI, then the assignment group (which could be up to 3 different ones based on Region) and assign the ticket automatically to the person on-call. Thank you all for the replies both on and off list. Claire
________________________________ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook Sent: Monday, November 19, 2007 1:33 PM To: arslist@ARSLIST.ORG Subject: Re: ITSM 7 - Demo Server ** I can't recall seeing any of my customers say that it was set up in a way that really matched how they currently use "on-call". Some of the architecture and naming needs to be updated to fit how people do it now vs. 5 years ago, when it was probably quite adequate. So, props for having that functionality, but they need to make it more flexible to fit the many ways that companies could use it. Rick On 11/19/07, Pierson, Shawn <[EMAIL PROTECTED]> wrote: Claire, What functionality are you looking for? While I can't give you access to a server, I can tell you that the portion I worked with isn't very good. There is no email functionality for paging, for example, so you have no option other than something like Telalert if you want to use it. What I did after getting help on the ARSList was to set up dummy users for each on-call group, then mark the users as unavailable for assignment so they don't show up in lists. Without notifications being able to be set up right, I didn't even evaluate the ability to assign to a specific person after hours each week or anything like that, so someone else may be able to assist you. Thanks, Shawn Pierson -----Original Message----- From: Action Request System discussion list(ARSList) [mailto: arslist@ARSLIST.ORG <mailto:arslist@ARSLIST.ORG> ] On Behalf Of Sanford, Claire Sent: Monday, November 19, 2007 1:06 PM To: arslist@ARSLIST.ORG Subject: ITSM 7 - Demo Server Does anyone out in Remedy land have a server that can be viewed remotely that has the ITSM 7 package installed on it? All I want to do is look at the On-Call functionality. The manuals don't give much information about it and it would be the main reason we would even consider moving to ITSM 7. Claire Sanford Information Systems Division Memorial Hermann Healthcare System Phone: 713 448 6035 [EMAIL PROTECTED] ________________________________________________________________________ _______ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" Private and confidential as detailed <a href="http://www.sug.com/disclaimers/default.htm#Mail ">here</a>. If you cannot access hyperlink, please e-mail sender. ________________________________________________________________________ _______ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" __20060125_______________________This posting was submitted with HTML in it___ _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
