One of the basic questions asked to us by our customer when we went through upgrade is why fields such as categorization fields which are used for every ticket and for querying are not on the front screen of incident. Why do they have click tabs/pop-ups to enter such basic data. Well we know the answer that the real estate on the screen or the performance impact by adding too many fields to the view etc...but the user does not want to hear those kind of system related answers. In the end we did a small customization which was very time saving and handy for our users. There is a CI field on the screen. This has a lookup and type ahead functionality. This already has a search feature to lookup the CIs that the customer is associated to. This could be from any custom form for those who do not use CMDB. We modified it to display all the CIs in the system. Added all the services,products and generic CIs into our cmdb. So who ever has submitted the ticket will select a CI on this field. If they do not know the specific CI they just select a generic CI like Dell Desktop, Unix Server etc... And the workflow will populate all the Product Tier1,Tier2, Tier3, Model, and Manufacturer fields from the backend CI data. So in the end the user just have to populate a CI name and the system will automatically populate the other categorization data. Upon resolution the technician will re-populate the same field with the correct CI and it will now populate the Resolution Product Categorization fields. This made the users to rarely click pop-up or navigate to tabs.
On Wednesday, May 30, 2012 10:47:23 AM UTC-7, Sanford, Claire wrote: > > ** > > We did the same here with the Work Order and the Incident forms. > > > > <Begin Rant> > > You can’t imagine the amount of moaning, groaning, teeth gnashing from > people going from a very, extremely customized 6.0 HD to 7.6.04 before I > unhid a LOT of stuff. Why on earth would the Login ID be hidden. There > is so much the people who developed/designed this version of Remedy ITSM > did not know about how people work. > > > > The way to update a simple telephone number is insane! 1000 steps to > change 4 characters! Did not make the people on the phones taking over > 100 calls a day happy! > > <end Rant> > > > > *From:* Action Request System discussion list(ARSList) [mailto: > [email protected]] *On Behalf Of *Terry Bootsma > *Sent:* Wednesday, May 30, 2012 11:25 AM > *To:* [email protected] > *Subject:* Re: Product Categorization for Remedy 7.6.04 > > > > ** > > ... and..... fields on the tab make it more intuitive when it comes to > querying via the QBE window. > > > > Terry > > > > > ------------------------------ > > *From:* Action Request System discussion list(ARSList) [mailto: > [email protected]] *On Behalf Of *Nathan Aker > *Sent:* Wednesday, May 30, 2012 11:58 AM > *To:* [email protected] > *Subject:* Re: Product Categorization for Remedy 7.6.04 > > ** > > We unhid the fields here and put them on a tab. Benefit is the tab > displays far faster than opening a dialog, and it’s one less popup/window > for the user to deal with. Plus, for a user new to the system, fields > located on a tab are far more intuitive than finding them via a button > buried in the left hand navigation. In our case we made some tiers > required so from a usability perspective it didn’t make sense to have the > user navigate through options in the left hand navigation to find required > fields on an additional dialog. > > > > Don’t forget you’ll also want to consider any categorization field > changes/requirements for impact to the process flow bar views as well. > > > > Nate. > > > > *Nathan Aker* > ITSM Solution Architect > > *McAfee, Inc.* > > > > *From:* Action Request System discussion list(ARSList) [mailto: > [email protected]] *On Behalf Of *Greg Donalson > *Sent:* Wednesday, May 30, 2012 10:46 AM > *To:* [email protected] > *Subject:* Re: Product Categorization for Remedy 7.6.04 > > > > ** > > Hi Ahmed, > > > > The fields are already there. You would just need to unhide them. Also, > I would create a separate tab for Categorization, that way you can have all > the Categorizations on that 1 tab. > > > > I fought it here and told them that they will be clicking on a tab to get > to the categorization, that is what they are doing now, except there is a > pop-up window. Not much difference but the same number of clicks. > > > > Greg > > > > > > *From:* Action Request System discussion list(ARSList) [mailto: > [email protected]] *On Behalf Of *Ahmed Sauga > *Sent:* Wednesday, May 30, 2012 10:27 AM > *To:* [email protected] > *Subject:* Product Categorization for Remedy 7.6.04 > > > > ** > > Hello All! > > > > I have a requirement to move the product categorization to the main > incident screen, rite now it is a pop up that comes up when clicking on > 'Categorization'. > > > > I am curious if anyone else has done this yet? Should i be using a new set > up fields or should i just import the existing ones? > > > > Any ideas? > > _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_ > > _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_ > > _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_ > > _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_ > _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_ _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are"
