Well the qualification needs to different reason the way that the Service field behaves on the Incident form is different from the way that it behaves in other BMC Remedy ITSM Suite applications. When you open the selection menu associated with this field in other BMC Remedy ITSM Suite applications, you see all of the available services. However, when you open the selection menu associated with this field on the Incident form, you see only those services that are related to the customer named in the Customer field. The relationship can be made either with the user individually, or with the user's company, organization, or department. This is done to help the service desk analyst who is creating the incident request by limiting the choices in the menu to only those that could apply to the incident request.
Incident form: ============== ==> Menu related to 'Service' field: "HPD:CustomerCIBusinessServiceONLY" ==> Menu based on "AST:AssetPeople_AssetBase" Change form: ============ ==> Menu related to 'Service' field: "CHG:SAI:ServiceCI-Q" ==> Menu based on "AST:BusinessService" Like I said earlier there couple of Defects you need to check unless you have made any changes on the CIs from Base Element form.. Kunal On Wed, Mar 13, 2013 at 11:20 PM, Brittain, Mark <[email protected]>wrote: > ** > > Hi Kunal,**** > > ** ** > > I just compared the menu on the Incident and the Change. Where they should > be the same, they are completely different. **** > > ** ** > > Thanks**** > > Mark**** > > ** ** > > *From:* Action Request System discussion list(ARSList) [mailto: > [email protected]] *On Behalf Of *kunal das > *Sent:* Wednesday, March 13, 2013 1:15 PM > *To:* [email protected] > *Subject:* Re: Service Issue in Changes**** > > ** ** > > ** **** > > Mark - Check the Menu attached with the Change Request field Service*+ with > Incident Request CI+ field.. Compare the qualification I believe there is a > Defect with the behavior you reported. This has been carried till 8.0 as > far I know, you need to check with BMC and get the confirmation.**** > > ** ** > > Hope this helps.**** > > ** ** > > Kunal**** > > > **** > > ** ** > > ** ** > > On Wed, Mar 13, 2013 at 10:24 PM, Brittain, Mark <[email protected]> > wrote:**** > > ** **** > > Hi All,**** > > **** > > I have a number of Service CI’s configured and these CI’s are “used by” an > number of customers. In the Incident this populates the Service*+ menu > correctly. On the Change I only get BMC_GLOBAL_DEFAULT_SVC in the Service*+ > menu. When I look in the Asset Console this default CI has a status of > “Ordered” and all others have a status of “Deployed”**** > > **** > > What am I missing?**** > > ARS 7.6.04 SP3**** > > ISTM 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_ **** > > ** ** > > _ARSlist: "Where the Answers Are" and have been for 20 years_ **** > _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"
