Chris, We've had the same exact complaints. The whole idea of "Assigned to me" in BMC's head meaning "Assigned and Owned by me" is ridiculous. One thing we've had to do is send the users a set of custom filter qualifications that they can add to their profiles to make life easier. Outside of Incident, the approval console is still clunky and I still have no idea why BMC still maintains the RKM Solution and Known Error DB and also the Problem management Solution and KE DB. Also, don't even get me started on Analytics... (see previous post). Also, as these products become more and more integrated and complex, we've seen a decline in the level of support from BMC. I was accidentally copied on a bunch of their internal e-mails and it was horrifying. It was a game of musical tickets and no one wanted to give a straight answer... and this was internal!
If you ever want to chat about all the fun stuff you run into, give me a call because I've probably run into it first. -Tauf 646-483-2779 From: Action Request System discussion list(ARSList) [mailto:[email protected]] On Behalf Of strauss Sent: Monday, August 08, 2011 1:18 PM To: [email protected] Subject: Incident Management Console 7.6.04 ** We have only had ITSM 7.6.04 in production for a few hours, and the universal assessment from our users has been unanimous; the new Incident Console (insert appropriate string of expletives here). The fact that it is now impossible to filter it on Role (Assignment versus Owner) as it was in 7.0 is a HUGE step backwards. We opened an issue with BMC during testing, but you can imagine where that will go. We already knew that this would happen from our test users' reactions, but it is really baffling the folks who skipped testing. Someone from our desktop support (which is on a different campus) showed up at the helpdesk this morning, thinking that they needed to work on an Incident that was in fact only Owned by them; it was Assigned to the helpdesk and they were working it. The helpdesk is the most heavily impacted, since they are the Owner Group for ALL students (~37,000 of them) and ANY Incident opened on behalf of a student, by any support group, and assigned to any support group (like the Library helpdesk), shows up in their console intermingled with the Incidents that are actually assigned to them. It's more like they are overwhelming the incidents that are actually assigned to them, by 10 or more to one (it is currently 5 assigned versus 59 owned). Just wait until the semester starts!! I did unhide the Assigned Group And Owner Group columns in the console before we went live, which helps a little because you can sort them, but it is still a mess. The helpdesk manager spent several days during testing trying every possible filter available in the console, to no avail. I guess I will be restoring the 7.0 Role selection function and it's workflow to the 7.6.04 system sometime soon; very soon. Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing & IT Center http://itsm.unt.edu/ _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_ ********************************************************************** This e-mail and its attachments may contain Forest Laboratories, Inc. proprietary information that is privileged, confidential or subject to copyright belonging to Forest Laboratories, Inc. This e-mail is intended solely for the use of the individual or entity to which it is addressed. If you are not the intended recipient of this e-mail, or the employee or agent responsible for delivering this e-mail to the intended recipient, you are hereby notified that any dissemination, distribution, copying or action taken in relation to the contents of and attachments to this e-mail is strictly prohibited and may be unlawful. If you have received this e-mail in error, please notify the sender immediately and permanently delete the original and any copy of this e-mail and any printout. _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are"
