Same here. Most of our customer should be fine in the MT but I am concerned about our Help Desk and Account Management teams that spend all day in Remedy between many forms and need the ability to have Remedy ready and be able to navigate quickly and easily. My other concern is the timeout on the web. While it is great for most users, the HD/AM could have complex tickets open all day while they work on them. Timing out say after coming back from lunch and having to reopen their requests is going to be painful. There is definitely some room for behavior changes, design enhancements and better use of display only console forms but some aspects are still going to a bit more difficult.
I hope that BMC is considering a way to control the timeout based on groups? Granted we could have interval Active Links based on groups but you would still need to have the correct form(s) open to keep a session alive with the AL Change is hard :) Jason On Fri, Oct 2, 2009 at 9:34 AM, strauss <[email protected]> wrote: > I guess that might be the end of the line for us - as long as the central > helpdesk needs to have a support console and multiple tickets open > simultaneously for a combination of walk-in customers, callers, and > resolution transactions, the current crop of web browsers are completely > inadequate for that purpose. We had them try to use the 7.1 mid-tier when > we migrated to 7.x last year, and they gave it a full thumbs down on > everything except speed. The helpdesk manager (and we in the admin shop) > are fairly dependent on the rapid export of ad-hoc reported data to .csv for > manipulation in Excel, and I don't see the web interface being adequate for > that anytime soon. There will have to be some revolutionary changes in both > web browsers and the mid-tier before abandoning the User Tool is anything > but a pipe dream. > > Christopher Strauss, Ph.D. > Call Tracking Administration Manager > University of North Texas Computing & IT Center > http://itsm.unt.edu/ > > -----Original Message----- > > From: Action Request System discussion list(ARSList) > > [mailto:[email protected]] On Behalf Of Jarl Grøneng > > Sent: Friday, October 02, 2009 11:23 AM > > To: [email protected] > > Subject: End of Life for BMC(R) Remedy(R) User (Windows-based client) > > > > BMC Remedy AR System 8.0.00 is expected to be the last major release > > of AR System to include the Remedy User client. > > > > http://documents.bmc.com/products/documents/61/94/106194/106194.pdf > > > > -- > > Jarl > > > > _______________________________________________________________________ > > ________ > > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org > > Platinum > > Sponsor:[email protected]<sponsor%[email protected]>ARSlist: > > "Where the Answers > > Are" > > > _______________________________________________________________________________ > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org > Platinum > Sponsor:[email protected]<sponsor%[email protected]>ARSlist: > "Where the Answers Are" > _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:[email protected] ARSlist: "Where the Answers Are"
