Listers: Any advice, comments, related experience related with questions I made it will be useful.
Cheers, Alejandro ________________________________ De: Alejandro Canon Enviado el: miércoles, 04 de enero de 2012 12:31 Para: [email protected] Asunto: Technical Questions about using Service and CI fields in HPD:Help Desk form (Best Practice View) OS vendor/version: MS Windows 2003 R2 StandardEdition – SP2 (32 bits) Database vendor/version: MS SQL Server 2005 – Release9.00.4035.00 (32 bits) Version/patch levels of BMC product(s): AR System Server 7.5.00 patch 007, Atrium CMDB 7.5.00 patch 003, ITSM Suite 7.5.01 (No patches), SLM 7.5.00 (No patches) Vendor/version of related 3rdparty software: Java 1.6.0_16 Hi!! Happy New Year for everyone!!! We're testing in internal environments OOTB integration between Incident Management and Atrium CMDB using Service and CI fields shown in Best Practice View for HPD:Help Desk form, and we have some questions for ARSList Members 1. Menu Field in Service*+: There's a menu field placed beside Service*+ field which allows you to complete Service*+ character field with any Service CI stored in Atrium CMDB (Business Service CI Class) that is related with the Customer' Company for the incident, using People Relationship "Used by" through Asset Management Module. This statement is present in Incident Management User Guide. We've tested Service*+ menu field by relating several Business Services to one Customer Company, using following Service Structure: "TI Services" (Parent CI) "Internal Services" - "Productive Services" (Those are two sample Service CI's related with TI Services CI using "Component" relationship) "Email Service" - "Intranet Service" (Those are two sample Service CI's related with "Internal Services" CI using "Component" relationship) "ERP Service" - "Transaction Processing Service" (Those are two sample Service CI's related with "Productive Services" CI using "Component" relationship) All of these seven services were related to one Customer Company using "Used to" relationship in People tab for AST:BusinessService form accessed through Asset Management Console. When pressing Service*+ Menu Field in HPD:Help Desk all of those services are listed in menu field but in same order (alphabetical): <Email Service> <ERP Service> <Internal Services> <Intranet Service> <Productive Services> <TI Services> <Transactional Processing Service> We've heard that Menu Field can be able to show all related services based in their structure (Multiple Levels) . Example: If I want to select Email Services for Service+* field that menu should act like this: TI Services -> Internal Services -> Email Services (Three levels in Menu shown) Is there any reason for showing all Services in Service*+ field using just one level? Is there any configuration setting (no development involved) we can apply in order to show all services in Service*+ field based in Service CI's relationships stored in Atrium CMDB? Is there any improvement related with this scenario in 7.6 and further versions? In case there´s no way to get desired behavior, is there any design/development reason for not including that behavior? 2. Menu Field in CI+: There's a menu field placed beside CI+ field which allows you to complete CI+ character field with any Infrastructure CI stored in Atrium CMDB (Any CI Class except BusinessService) that is related with the Customer' Company for the incident, using People Relationship "Used by" through Asset Management Module. This statement is present in Incident Management User Guide. Is there any OOTB way to achieve following behavior: If we selected previously Service in Service*+ field, when we press CI+ Menu Field it shows only CI's related (Relationships placed in CMDB) with Service CI previously selected. In case there´s no way to get desired behavior, is there any design/development reason for not including that behavior? 3. Product Catalog for CIs and Automatic Assignment: When selecting a Service CI from Service*+ Menu Field, its Product Catalog is copied to Incident's Product Catalog. That statement is present in Incident Management User Guide. If I select some CI from CI+ Menu Field, its product Catalog is copied to Incident's Resolution Product Catalog. That statement is present in Incident Management User Guide. Is there any OOTB way to achieve following behavior: When selecting an Infrastructure CI frrom CI+ Menu Field, its Product Catalog is copied to Incident's Product Catalog? That behavior allows user to use Automatic Assignments based in Infrastructure CI's Product Catalog instead of Service CI Product Catalog. In case there´s no way to get desired behavior, is there any design/development reason for not including that behavior? Best Regards, Alejandro _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are"
