First check the list of known bugs. Then report it as a bug.
If they (BMC) think it is an RFE, they will let you know and Then you fill out a form and get it back to them. Then decide how you will provide a work around for your client based On whether you can wait for BMC to actually fix the bug or decide to Implement the RFE. Given their overall strategy to get everyone away from The native client towards the web, I would not be surprised if that is already Part of ITSM7.5 . Daniel Disclaimer: I know nothing about what is or is not in ITSM7.5 The above is my opinion as me, and as no one else _____ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of William Rentfrow Sent: October 15, 2008 4:11 PM To: [email protected] Subject: What's a bug anyway? (Kind of a rant...) I'm torn whether or not to report some things to BMC as bugs. For example, in IM 7.x the form HPD:Search-Worklog is an OOB join form that is used in the "Advanced Search" functionality from the Incident Nav Bar (when you are in an actual Incident). This allows you to search a join form of Work Log entries + Incident Info. Here's the problem - if you are on the Mid-tier and do a search and then select multiple results list items and choose the "Report" button you get dumped to the standard (ad hoc) report console for the web. The field selection list in there shows all fields from the Join form (including those not displayed in any of the views). That gives us multiple entries for fields like Submitter, Submit Date, etc etc etc (all the usual suspects). Knowing how Remedy works I'd expect this - but I still would call it a bug. It's definitnly an interface design error. However, if I reported every instance of this in the application I suspect it would run in to the hundreds of occurrences. On the other hand I'm pretty much obligated to report it as a bug since I am advocating for my customer and this makes the report interface unusable. They do not know which field to use in the report. Since they are interested on reporting on all Work Log entries for a particular problem, including the submitter and the Work Log Submit Date they legitimately can not tell which is which. And since they only have web access they can't exactly go check other than through trial and error. What do YOU do with this sort of problem? William Rentfrow Principal Consultant, StrataCom Inc. [EMAIL PROTECTED] 701-306-6157 C __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"
