Oh, What was announced? What was actual?
-John Sent from my iPhone On Aug 1, 2012, at 10:09 PM, Jason Miller <[email protected]> wrote: > ** > 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. 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]] 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]] 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"_ > > _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"
