I was asked to look into this for a customer last year, and was able to get the manager of the ITSM development group on the phone wiith the customer. Lets say after 1/2 an hour the customer saw that doing this would have cost him about 300k in rewritng ITSM and no upgrades.
The only way would be to use CAI to create a new type of record from the incidnet, and that will cost some money as well. Good luck, Hbr On Tue, Feb 9, 2010 at 6:01 PM, Tony Worthington <[email protected] > wrote: > ** There is an ITSM7 DSO whitepaper that documented exactly this > scenario... Not sure if you're using 7 or not.. > > *http://documents.bmc.com/supportu/documents/72/01/107201/107201.pdf*<http://documents.bmc.com/supportu/documents/72/01/107201/107201.pdf> > > When you are using a distributed environment that has more than one AR > System > server that can create records, the servers might create records with the > same ID. It > is important, therefore, to make sure that the servers create records with > unique > IDs. To do this, you create a record ID prefix that is unique to the AR > System server > that created it. For example, in a two-server environment where the servers > are > named Server 1 and Server 2, change the prefix for incident request records > on > Server 1 from the default INC to S1INC and on Server 2 to S2INC. This lets > your > system distinguish between incident records that were created on Server 1 > and > Server 2. > To assign unique prefixes to records, you must first configure the BMC > Remedy > AR System server to use custom prefixes. How to do this is described in the > following procedure. After you configure the BMC Remedy AR System server, > you > then create the custom ID prefix for the forms to use. How to do this is > described > in “To create a custom form ID prefix,” which follows. > > *Tony Worthington** |* *Sr. Technical Analyst |** Kohl’s Department Stores > * > N56 W17000 Ridgewood Drive | Menomonee Falls, WI 53051 | office: (262) > 703-7763 | e-mail: [email protected] > > > From: Frank Caruso <[email protected]> To: [email protected] > Date: 02/09/2010 06:32 AM Subject: Changing Incident ID Prefix Sent by: > "Action > Request System discussion list(ARSList)" <[email protected]> > ------------------------------ > > > > ** > We have a request to change the Incident ID prefix on the HPD:Help Desk > form. We are being asked to change it from INC to NOINC. Now what I am > finding is the mess of logic behind this field that runs when searching by > Incident ID. By modifying the current prefix searching IDs with the > NOINC does not work - with or without the NOINC. The only records that can > searched now are the old records with the INC prefix. Typing in a new ID > fails because work flow converts the value based on old logic. > > The issue I see is that the system will need to be taught how to search > using the old prefix or the new prefix but it won't know what to use if the > user types in the straight numeric value without the leading INC or NOINC - > which our users do. > > Has anybody done this and if so what direction did you take? > > TY > > Frank > _Platinum Sponsor: [email protected] ARSlist: "Where the Answers > Are"_ > ------------------------------ > CONFIDENTIALITY NOTICE: > This is a transmission from Kohl's Department Stores, Inc. > and may contain information which is confidential and proprietary. > If you are not the addressee, any disclosure, copying or distribution or > use of the contents of this message is expressly prohibited. > If you have received this transmission in error, please destroy it and > notify us immediately at 262-703-7000. > > CAUTION: > Internet and e-mail communications are Kohl's property and Kohl's reserves > the right to retrieve and read any message created, sent and received. > Kohl's reserves the right to monitor messages by authorized Kohl's > Associates at any time > without any further consent. > > _Platinum Sponsor: [email protected] ARSlist: "Where the Answers > Are"_ > -- Howard Richter Red Hat Certified Technician CompTIA Linux+ Certified ITIL Foundation Certified E-Mail = [email protected] LinkedIn Profile = http://www.linkedin.com/in/hbr4270 _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:[email protected] ARSlist: "Where the Answers Are"
