I think this question may be a troll… One big logic flaw here --- Is there any pasture more green than the support desk?
:) Have a great Friday!!! (Sidenote: outside my window at street level - is a food car -- labeled "bacon trolley" -- mmmmmmmm - it is already a great Friday) -John On Fri, May 18, 2012 at 10:04 AM, Nancy Tietz <[email protected]> wrote: > ** > > I just now submitted the question to BMC support to see what they say > about it. > > I’ll let the list know. > > > > A system like this should have a procedure defined for support users > moving on to greener pastures, in my opinion. > > I’ve heard other people here have had to Manually re-assign tickets to > themselves from a person who was leaving. That doesn’t seem right. Also > the old user for Knowledge documents really accumulated a lot of them! >400 > - So he will live on, perpetually assigned to Knowledge Articles that have > outdated instructions…. (I’m kidding!) > > > > The error message (non-admin) KM users get is ARERR 170083, and I found > the filter that calls it via ARUtilities. > > I’ve looked at the articles in ARUtilities>SQL and found 20+ fields that > include the old user’s LoginID or Full Name in the RKM form! So it seems > like a bad idea to use an Escalation or SQL to update those fields to > another users loginid/name. > > > > Thanks! > > > > *From:* Action Request System discussion list(ARSList) [mailto: > [email protected]] *On Behalf Of *Joe Martin D'Souza > *Sent:* Friday, May 18, 2012 10:27 AM > *To:* [email protected] > *Subject:* Re: Where is procedure for inactivating a Remedy User? > > > > ** > > > > That’s a good observation.. I had not noticed that users that had lost > access to the system permanently would hold their KB’s as hostage > (literally).. I have not heard of any standard guidelines for this, but a > good way to start might be running a report of all tickets (of all kinds) > requested or assigned to that user, have been either reassigned or closed > and reopened by another user as is appropriate, which includes the KB’s... > > > > Joe > > > > *From:* Nancy Tietz <[email protected]> > > *Sent:* Friday, May 18, 2012 9:56 AM > > *Newsgroups:* public.remedy.arsystem.general > > *To:* [email protected] > > *Subject:* Where is procedure for inactivating a Remedy User? > > > > ** > > Happy Friday to all! > > > > I’m trying to understand how to “correctly” inactivate a user in ITSM > 7.6.03 – who was a Support Person and has a lot of Knowledge articles etc. > assigned to them. I can’t find documentation on that. > > > > Anyone have the procedure? or know where it is? or if there is one > available from BMC? > > > > Thank you for any help! > > > > PS: The reason is, we’ve found that Articles that are Assigned To this > old user cannot be ‘retired’ by current users with Knowledge Admin / > Knowledge User permissions. (The old user is still ‘enabled’ but has been > changed to a Non-Support Staff and all permissions were removed, - I assume > there were problems actually setting this old user to ‘Offline’… ) > > _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_ > _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_ -- *John Sundberg* Kinetic Data, Inc. "Your Business. Your Process." *WWRUG10 Best Customer Service/Support Award* *WWRUG09 Innovator of the Year Award* * * 651-556-0930 I [email protected] www.kineticdata.com I community.kineticdata.com _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are"
