For example, a Service Desk person is likely to just use the Incident Console on the Home Page since they don't do Problem or Change Management. I believe there are a few fields available on the specific consoles for each specific module that are not available on the Overview Console that some users want.
On that note, I submitted an RFE to BMC in ref to adding tasks to their respective parent consoles. Incident Tasks visible on the Incident Console, Change Tasks visible on the Change Console, etc. I used those exact points (among others) to make my business case. It was turned down. Product Management stated that they did not want to invest time into re-doing the application consoles and wanted to concentrate on making the Overview Console more robust so that it would eventually be the only console anybody used. I didn't totally agree with that, but they wouldn't budge. I haven't looked at the 8.0 stuff, but I'd be willing to bet that the Overview Console in v8 hasn't been upgraded drastically if at all. If somebody on v8 can tell us different, I'd love to hear about it. Maybe if others submitted an RFE along those lines they might give more consideration to it. Squeaky wheel and all... Tim Powell From: Action Request System discussion list(ARSList) [mailto:[email protected]] On Behalf Of Pierson, Shawn Sent: Friday, January 04, 2013 10:33 AM To: [email protected] Subject: Re: Viewing Tasks in ITSM 7.6 ** The solution from Susan Champagne is correct, and I would add for you to change the system application preferences record to have that as a default as well since it's likely not many users changed their preferences. Anyone who has already set their own preferences will still need it set. Also, I think there should be a "Task Console" from BMC because a lot of users don't use the Overview Console at all. For example, a Service Desk person is likely to just use the Incident Console on the Home Page since they don't do Problem or Change Management. I believe there are a few fields available on the specific consoles for each specific module that are not available on the Overview Console that some users want. I mention all of this because there really is no way to truly make Tasks completely visible to either the people assigned to them or to I.T. management who might be interested in measuring metrics. A policy some organizations make to have Tasks be used effectively is to make the owners of the parent requests responsible for Task updates and completion. A Change Coordinator, for example, is a lot like a Project Manager. When the PM assigns out tasks to the person doing the work, there is no specific requirement that the person doing the work update the project plan, it is the project manager who updates the system when they hear back that the person did the work. In my organization we've found Tasks to be a little too hidden to make the Task Assignee completely responsible for them. Thanks, Shawn Pierson Remedy Developer | Energy Transfer From: Action Request System discussion list(ARSList) [mailto:[email protected]] On Behalf Of Brittain, Mark Sent: Friday, January 04, 2013 8:53 AM To: [email protected] Subject: Viewing Tasks in ITSM 7.6 ** Hi All and Happy New Year, The first question of the year. User A is assigned an Incident, creates a Task assigns it to User B. Where would User B see the Tasks assigned to him/her? I don't see the Tasks in the Overview Console. Should they be there or somewhere else? Is there a configuration setting that needs to be applied? ITSM 7.6.04 SP3. Thanks Mark Mark Brittain Remedy Developer ITILv3 Foundation NaviSite - A Time Warner Cable Company [email protected] Office: 315-453-2912 x5335 Mobile: 315-882.5360 _____ This e-mail is the property of NaviSite, Inc. It is intended only for the person or entity to which it is addressed and may contain information that is privileged, confidential, or otherwise protected from disclosure. Distribution or copying of this e-mail, or the information contained herein, to anyone other than the intended recipient is prohibited. _ARSlist: "Where the Answers Are" and have been for 20 years_ Private and confidential as detailed here <http://www.energytransfer.com/mail_disclaimer.aspx> . If you cannot access hyperlink, please e-mail sender. _ARSlist: "Where the Answers Are" and have been for 20 years_ _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
