We customized the template form and the look for template form in the next way. The example is with 7.5, but I thing that this part is not changed on 7.6.04.
First we added a flag at the template form (HPD:Template) that says:
Available globally. (the screenshots are in spanish)
[image: Inline image 1]
Then we changed the workflow of the look for template form
(HPD:TemplateSPGLookUp) so it shows templates of that group plus all
templates marked with the global mark. This step was a bit tricky, since is
not straightforward to do the join for this case. What we did is the next:
1.- On Form properties of HPD:TemplateSPGLookUp we made it an outer join,
so templates without any group are shown. Also the Join is changed
to: ($HPD Template ID$ = 'Request ID01') AND ($GlobalAvailable$ != $NULL$)
That makes that any form marked with globally available is considered as
not related, so it is included once at the results, but without any group.
2.- We added the $GlobalAvailable$ field to the join form
HPD:TemplateSPGLookUp.
3.- We customized active links:
HPD:HTU:TemplateBuildQual_050_Tier1
HPD:HTU:TemplateBuildQual_055_Tier2
HPD:HTU:TemplateBuildQual_060_Tier3
So that the External Qualification is an OR between the correspondence to
the group, or the field GlobalAvailable. Like:
"('Template Name' LIKE $z1D Char10$) AND ('Template Category Tier 1' =
$z1D_TemplateCatTier1$) AND (( 'Support Group ID 2' = $z1D Support Group
ID$) OR ('GlobalAvailable' = 0)) AND ('Status Template' = 1)"
The problem of creating new support groups that are not really support
groups is the added noise in the system. In the past we added support
groups for permissions, approvals and other stuff that today are just noise
for support group menus.
Hope it helps!
Regards,
Jose Huerta
http://theremedyforit.com/
On Wed, Aug 1, 2012 at 1:15 AM, Stroud, Natalie K <[email protected]>wrote:
> **
>
> Claire:****
>
> ** **
>
> How long have you been live with 7.6.04? Tomorrow marks 1 year to the day
> for us.****
>
> ** **
>
> I know there are a lot of things our users still hate, and not everything
> is because 7.6.04 is different from what they were used to.****
>
> ** **
>
> Natalie****
>
> ** **
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> [email protected]] *On Behalf Of *Sanford, Claire
> *Sent:* Tuesday, July 31, 2012 11:01 AM
>
> *To:* [email protected]
> *Subject:* Re: [EXTERNAL] ITSM 7.6.04 Incident Templates****
>
> ** **
>
> ** ****
>
> That is dangerous Natalie! My imagination can be pretty wild!****
>
> ****
>
> I am going to go the old (for Jason Miller) ITSM 6.3 (snicker) route and
> just create a button. Much easier and I know it will work the way I
> want/need it to work. My users are used to a button with a picture of a
> Pager on it. It will make them happy to see a small piece of the old
> system on the new system they all hate with a passion!****
>
> ****
>
> Thank you all for your input.****
>
> ****
>
> Claire****
>
> ****
>
> -----Original Message-----
> From: Action Request System discussion list(ARSList) [
> mailto:[email protected] <[email protected]>] On Behalf Of Stroud,
> Natalie K
> Sent: Tuesday, July 31, 2012 11:51 AM
> To: [email protected]
> Subject: Re: [EXTERNAL] ITSM 7.6.04 Incident Templates****
>
> ****
>
> Claire:****
>
> ****
>
> I don't know of a way to do what you're asking with regard to the
> templates, short of adding all your users to a common group and making the
> template available to that group. However, if you have as many ITSM users
> at your site as we do, that would be even more painful than adding all your
> groups to the template!****
>
> ****
>
> Seems to me like you might do better to create a customized button that
> uses either email or a web service to submit your tickets, though I can't
> say offhand that I've ever seen something like that done from within ITSM
> at our site - all the instances I'm familiar with where we've done that
> were outside of Remedy. Maybe some of the other developers can speak a
> little more intelligently to that point?****
>
> ****
>
> We also use Kinetic Data's Kinetic Request product for submitting ITSM
> tickets via web form at our site. We offer to set up a Kinetic Service
> Request for all of the new groups that want to come onboard and use ITSM,
> and a large number of those forms get added to our Service Catalog. Not
> all have the need for a Kinetic form, but for the most part, it works
> great. We have a handful of Remedy support groups in ITSM, and our form
> submits to the appropriate team based on what application the user's
> question is regarding (which they pick from a dropdown and corresponds to a
> Product in our Product Catalog). But you can pretty much design the forms
> however you want - radiobuttons for common issues that always set a
> particular Summary, dropdowns for Impact and Urgency (or, alternately
> always hard code them behind the scenes to the same thing), other standard
> controls for asking a bunch of detailed questions about whatever the
> request is that get added to the Detailed Description. *You're really
> only limited by your imagination.*****
>
> ****
>
> Good luck!****
>
> ****
>
> Natalie Stroud****
>
> SAIC @ Sandia National Laboratories****
>
> ITSM Tester****
>
> Albuquerque, NM USA****
>
> (505)844-7983****
>
> [email protected]****
>
> ****
>
> -----Original Message-----****
>
> From: Action Request System discussion list(ARSList) [
> mailto:[email protected] <[email protected]>] On Behalf Of Sanford,
> Claire****
>
> Sent: Tuesday, July 31, 2012 10:16 AM****
>
> To: [email protected]****
>
> Subject: [EXTERNAL] ITSM 7.6.04 Incident Templates****
>
> ****
>
> I have read the documentation, looked on the developer community and even
> in old ARSList email...****
>
> ****
>
> Is it possible to create a template on the Incident form that ANY group
> can use?****
>
> ****
>
> We have a need to create an Incident template that anyone can use to
> report a missed email/page from Remedy. In my 6.3 system I had a button
> that I had workflow attached to that created the ticket and assigned it to
> the appropriate group and anyone who had a write license could use it. The
> templates in 7.6.04 require all of the groups to be added. This is a pain!
> ****
>
> ****
>
> ITSM 7.6.04 SP2****
>
> ARS 7.6.04 SP3****
>
> Oracle****
>
> Win 2008 Server****
>
> ****
>
> Claire Sanford****
>
> Information Systems Division****
>
> Memorial Hermann Healthcare System****
>
> [email protected] ****
>
> ****
>
> ****
>
>
> _______________________________________________________________________________
> ****
>
> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12
> www.wwrug12.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"****
>
> ****
>
> _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_ ****
> _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_
>
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