Anne, well since you asked: No, no service action is used in ITSM 7.5.1 to fill in the customer. So it's probably ITSM 7.6 BTW, here is the complete list of the handful of active links in ITSM 7.5.1 that have a service action:
AST:ARM:CI_Count_001_Push_HST AST:ARM:CI_Count_002_Push_HST AST:ARM:Init_080_GetConsoleVariables AST:SAM:Certificate_Count_002_Push_HST AST:SAM:Init_080_GetConsoleVariables CHG:CHC:Init_0_GetConsoleVariables CTR:CCC:Contract_Count_001_Push_HST CTR:CCC:Init_080_GetConsoleVariables HPD:COI:Init_010_GetConsoleVariables HPD:INC:Init_010_GetHPDHELPDESKVariables INT:RMSCHG:CCM:Init_5_GetConsoleVariables PBM:PBC:CountPbm_100_ServiceCall RMS:RMC:Init_05_GetReleaseVariables RMS:RMC:Init_0_GetConsoleVariables You only need to execute the following query to get the list on your environment select al.name from actlink al, actlink_serviceaction als where al.actlinkid = als.actlinkid order by 1 So the good news is that at BMC is getting started in this effort. But I hope that it is high on the priority list of the development mgrs..... Guillaume ________________________________ From: Action Request System discussion list(ARSList) [arsl...@arslist.org] on behalf of Brock, Anne [anne_br...@bmc.com] Sent: Thursday, April 22, 2010 1:57 PM To: arslist@ARSLIST.ORG Subject: Re: Logic in active links vs. filters ** 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:arsl...@arslist.org] On Behalf Of Guillaume Rheault Sent: Thursday, April 22, 2010 10:47 AM To: arslist@ARSLIST.ORG 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 _attend WWRUG10 www.wwrug.com ARSlist: "Where the Answers Are"_ _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: "Where the Answers Are"
