I should know better than to post in the evening West Coast time. Anybody have recommendations? I may have to cross-post to the the BMC Communities if there is no response here :)
On Wed, May 9, 2012 at 6:41 PM, Jason Miller <[email protected]> wrote: > Hello everybody, > > Due to some Change license quantity limitations we plan on using Tasks a > lot. We (IT) are having a little heartburn with Task Templates not being > able to dynamically route to a Support Group. Our IT department would like > to use "shared" templates for things like application upgrade, create new > interface, etc. That way teams are using consistent processes. The > problem is Tasks do not dynamically assign to a Support Group when created > from a Change Template that includes Tasks. > > By process "Standard" changes (in theory a large percentage of our > changes) created using a CHG Template do not need approval/review before > works begins and should be able to be worked almost right away by a Task > User. For Standard changes a CM Submitter/Viewer + Task User should be > able to submit the CHG using a CHG Template and start working Tasks without > the CHG Coordinator/Manager's involvement. These people with only Change > Submitter/Viewer + Task User will not see Tasks assigned to their group in > the Overview Console until each Task is opened and assigned to their > Support Group (obviously). They can only modify a Task opened from the > Overview Console (i.e. it is assigned to their group); if they access the > Task from the CHG the fields on the Task are Read Only because they lack > Change User permissions (another post to follow to see if this is as > designed). > > As a workaround the idea is to create "shared" templates (CHG/TSK) that > assigns to each Support Group. For example "application upgrade" would be > multiplied by our 45 Support Groups. Multiply that by the number of > TSK/TSKGRP templates in that "shared" CHG template and we are looking at > quite a maintenance chore (if not nightmare). > > My thought is the time and effort might be better spent developing a > customization that will assign the Tasks to the CHG Coordinator Support > Group upon Task submission (or soon after due to timing issues) if the TSK > Assignee Group is NULL. This way there is truly only one copy of the > "shared" CHG Template and one copy of the associated TSK/TSKGRP templates. > It also makes sure there a no unassigned Tasks. > > Has anybody else been in a similar situation? > > Anybody see potential issues with the customization I am proposing? > > ITSM 7.6.04 SP2 > ARS 7.6.04 SP3 > Windows 2008 > SQL 2008 > > Thanks! > Jason > _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are"
