I'm pretty sure we use the 'Service' action when we're filling in the Customer info on an incident ticket (was researching something else, stumbled across it). At least for the classic views, not sure about best practice view. Can't remember if I was on ITSM 7.5 or 7.6 though.
Anne Brock Principal SC From: Action Request System discussion list(ARSList) [mailto:[email protected]] On Behalf Of Guillaume Rheault Sent: Thursday, April 22, 2010 10:47 AM To: [email protected] Subject: Re: Logic in active links vs. filters ** Hi Rabi, I agree with you. Something that I have not seen yet in ITSM apps, is the ITSM code taking advantage of the active link "Service" action. We currently have ITSM 7.5.1, and maybe I haven't come across one of these yet; also I don't know if ITSM 7.6 has active links that use the "Service" action. It seems to be the active link "Service" action should be the standard to enforce business rules from active links, so code is not duplicated between active links and filters. This would make customizations easier , easier upgrades, etc. I hope BMC is planning to re-write some of the ITSM in future versionsto take advantage of this. Maybe ITSM 8.0 is better in this respect; who knows. We'll know when it's available. If ITSM 8.0 still does not take full advantage of "service"a ctions, I hope it's in the "to-do" list for ITSM 9.0.... Guillaume _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: "Where the Answers Are"
