Announced: was something like Fastest Implementation (I tried Googling to verify with no luck) Actual: Customer Connect Excellence Award
On Thu, Aug 2, 2012 at 5:54 AM, John Sundberg <[email protected] > wrote: > ** > 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<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"_ >> > > _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"
