There was a little mix up in the announcement portion. What was announced as the award for Sharp was different than what was received.
Jason On Wed, Aug 1, 2012 at 10:23 AM, John Sundberg < [email protected]> wrote: > ** > > Wait a second. > > What was the award for at WWRUG - I think Jason Andrew presented it to > Sharp Healthcare? > > > > -John > > > On Jul 31, 2012, at 4:49 PM, Jason Miller <[email protected]> wrote: > > ** LOL! My users don't hate the new system with a passion yet. > (disclaimer: we haven't gone live). > > Thanks for making me > cringe<https://communities.bmc.com/communities/message/257686#257686>. > Every time somebody says ITSM 6.3 a kitten dies. Wait... if I remember > correctly your are a dog kind of gal. A puppy dies... > > Jason > > On Tue, Jul 31, 2012 at 10:00 AM, Sanford, Claire < > [email protected]> wrote: > >> ** >> 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"_ > > -- > John Sundberg > > Kinetic Data, Inc. > "Your Business, Your Process" > Recipient of: > * > * > WWRUG10 Best Customer Service/Support Award > WWRUG09 Innovator of the Year Award > > [email protected] > 651.556.0930 I www.kineticdata.com > > > > > > > > > > > > _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"
