No, it isn't completely done that way in ITSM - there are still some selection fields (like Impact, Urgency, etc.) in forms. I'm not saying that it should or should not be one way or the other, but there's enough there to use as a model.
Rick On 1/25/08, Viswanathan Balakumar <[EMAIL PROTECTED]> wrote: > > ** > > Rick, > > That is a very good point. TNX. > > But the Data-Driven Solution is not completely in place right? > > Impact, Urgency and Priority in Helpdesk form are selection field, where > we can change the values through admin only. > > Any idea where these data (in SYS:Menu Items) for the Impact, Urgency and > Priority are used ? > > Thanks, > > VB > ------------------------------ > > *From:* Action Request System discussion list(ARSList) [mailto: > [EMAIL PROTECTED] *On Behalf Of *Rick Cook > *Sent:* Friday, January 25, 2008 12:19 PM > *To:* [email protected] > *Subject:* Re: Impact of changing the Urgency, Impact and Priority Fields > > > > ** > > If you look at the SYS:Menu Items form (for those of you with ITSM 7), you > can get an idea of what a data-driven solution for those fields would be > like. > > > > Rick > > > On 1/25/08, *patrick zandi* <[EMAIL PROTECTED]> wrote: > > ** > > FYI, > > This might have a significant affect on your next upgrade! > > Unless you are planning on living there. > -- now There might be a way, but I have not found it yet. > > > On 1/25/08, *T. Dee* <[EMAIL PROTECTED]> wrote: > > 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" > > > > > > -- > Patrick Zandi > > Dev Technology Group --> www.devtechnology.com > Exceeding your Expectations ! __Platinum Sponsor: www.rmsportal.comARSlist: > "Where the Answers Are" html___ > > > __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" > html___ > __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"
