Ty,
Anyone at BMC will tell you to use the OOB menu items. This extends
beyond that to pretty much anything in the system. One of the items in
one of BMC's ITSM traning class's synopsis states that as part of the
class, you'll learn how to convince the customer (or your boss, or his
boss) to not customize OOB ITSM.
Besides the fact that customizing that particular field take a lot of
time and effort, it could be said that the changed values no longer
comply with ITIL standards. Why spend a million bucks on ITSM so you
can be ITIL compliant and then not be ITIL compliant? This should convince
whomever would make this kind of decision.
Viswanathan, however, wants to bolster his arguments with hard numbers.
Hopefully someone has on the list has estimated this level of effort and
can render an opinion.
Drew
On Fri, 25 Jan 2008, T. Dee wrote:
I even posed this question to Remedy Tech Support and they said the same thing.
I would hope that in the next release they make it a data driven solution.
Ty
On 1/25/08, Viswanathan Balakumar <[EMAIL PROTECTED]> wrote:
T.Dee,
Exactly that is the same opinion I also have.
I thought of collecting the impact areas to provide to the customer so that
they will understand the impact of it in the product.
Thanks for the inputs.
Thanks,
VB
-----Original Message-----
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of T. Dee
Sent: Friday, January 25, 2008 11:52 AM
To: [email protected]
Subject: Re: Impact of changing the Urgency, Impact and Priority Fields
Viswanathan - I would recommend against this. I have a client that
wants the same thing, but it touches far to much workflow. The reward
vs. effort in my opinion is not worth it.
On 1/25/08, Viswanathan Balakumar <[EMAIL PROTECTED]> wrote:
**
HI ALL,
In ITSM 7.0,
One of the Customer Request is to change the values (Like low, medium,
high,
critical to something like low, minor, major, severe) for the Impact,
Urgency and Priority fields in Incident & Problem forms.
I am thinking like this will impact more workflow with in the Helpdesk
form
and also modules like SLA and Reports.
Does anybody experience\worked on similar customization?
I like to get some information like
1) Does this change can be done with minimal impact and minimal
customization (say Less than 100 Man HRS) to the product?
2) A Rough idea of what are the forms, Workflow and the modules that will
get impact?
As of my knowledge following functional areas will be impacted (to name
some):
1) Prioritization form
2) Incident Priority Weight Ranges
3) SLAs
4) Reports
Do you think I am missing some more functionality that will get impacted?
Thanks,
VB
__Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
html___
____________________________________________________________________________
___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
_______________________________________________________________________________
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
_______________________________________________________________________________
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
_______________________________________________________________________________
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
