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Tim et all, we have been using the SRM (version 2.0) in production for few months now. Here are major limitations/annoyances we have experienced and that you may find of interest - there is no way to define a direct URL to a specific request form, it only can take you to the Service Categories view where you need to find the request you are after (not helpful when trying to reference the form on the intranet) - fulfilment process cannot be conditional depending on values selected on the request form, i.e. you cannot trigger only some work orders off the request - work order sub-system has a lot of functionality missing in comparison to other ITSM modules, i.e. SLM is not enabled, relationships cannot be created in the same way as on Incidents/Change Requests - when reviewing the request as a requestor, the Process Overview only Displays Request ID and Status. If you need to chase the team responsible, you have to go to the respective module and search for the request ID. Either more information should be displayed in the process overview or there should be a way to take the user to the entry in the given module directly. - there is no export/import facility for service request definitions. This makes it rather longwinded to move tested requests from test environment to production There is few more issues/annoyances I am not going to bother you with. I have been told that Kinetic Request provides some of the missing functionality listed above, but cannot confirm that as I have never seen it in action. It also may be that some of the items above have been addressed in later releases (can anybody comment?) Hope some of you will find this info useful. Regards Jiri Pospisil Remedy Administrator IT Services LCH.Clearnet -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] Behalf Of Tim Widowfield Sent: 02 July 2008 03:58 To: [email protected] Subject: Re: BMC Service Request Management I think "hairy" is a bit of an understatement. I don't consider myself an expert in the matter, but from what I've seen, Kinetic Request is a whole lot easier to implement and manage. Once again, your mileage may vary, I am not a lawyer, and I'm not the regular crew chief; however, in every case where I've seen SRM go head to head with Kinetic Request, it's the Kinetic product that customers choose. Of course, one reason is that it works with *any* Remedy application, even a home-grown app. But I think a lot has to do with its design. It's simple enough that you don't have to be a technical wizard to create catalogs and manage requests. I'm still curious about Scott's original question. Is anyone actually using SRM in production right now? --Tim ----- Original Message ---- > From: Drew Shuller <[EMAIL PROTECTED]> > To: [email protected] > Sent: Tuesday, July 1, 2008 12:28:18 PM > Subject: Re: [ARSLIST] BMC Service Request Management > > Donald, thanks for the info. I do have a specific question. Is there an > easy answer for how to create a task template? I haven't found that in > the documentation yet. The sample data Task Templates look pretty > hairy. > > Drew > > > On Tue, 1 Jul 2008, Savant, [EMAIL PROTECTED] wrote: > > > We've had SRM 2.1 p001 fully configured in dev and test for months now, we > > are > scheduled to move to prod in September after final UAT and training. Suffice > it > say, SRM requires a fair amount of configuration, too much to cover in an > ARList > response. Let me know if you have any specific questions. In general, my > suggestions would be to take the training if you can, read the manuals > thoroughly, and keep it as simple as possible. We do plan to move to 2.2 > before > rollout because according to support, it resolves more than 200 bugs. > > > > -----Original Message----- > > From: Action Request System discussion list(ARSList) > [mailto:[EMAIL PROTECTED] On Behalf Of Drew Shuller > > Sent: Tuesday, July 01, 2008 7:03 AM > > To: [email protected] > > Subject: Re: BMC Service Request Management > > > > We just installed SRM 2.2 on our UNIX/Oracle servers. No install issues > > other than the ususal ITSM headaches, so that went pretty well. You get > > some sample SRM's that should work but they rely on > > Foundation configurations that don't exist. > > > > So I'm in the middle of it...if anyone has good info on how to configure > > SRM, please speak up. Any help would be greatly appreciated! > > > > Drew > > Tulsa, OK > > > > On Mon, 30 Jun 2008, > > Joe DeSouza wrote: > > > >> This information may be useful for me too.. We might end up using SRM 2.2 > (the new release) with all the language options installed.. > >> Joe > >> > >> > >> > >> ----- Original Message ---- > >> From: "[EMAIL PROTECTED]" > >> To: [email protected] > >> Sent: Monday, December 3, 2007 5:27:34 PM > >> Subject: BMC Service Request Management > >> > >> Is there any one out there who has implemented BMC Service Request > >> Management > and is actually using the tool in a production environment? Looking for any > installation, user and troubleshooting issues you may have encountered. > >> > >> Scott Parrish > >> IT Prophets, LLC > >> (770) 653-5203 > >> > >> > >> > >> > _______________________________________________________________________________ > >> 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" _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" ************************************************************************************************* This email is intended for the named recipient(s) only. 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