This customize, "we don't recommend customizing", customize, "we don't recommend customizing", customize, "we don't recommend customizing" cycle has really quit frankly pissed people off our organization. ITSM is viewed as being inflexible and more complex than needed.
I completely understand technically why AR_ESCALATOR or Remedy Application Service shows in some places. However that mean nothing to my customers. It is cold and unfriendly. It makes them dislike the system even more. Now do we have a strong ITSM champion (with authority) to help with our transition?, Nope so I guess much of this can be expected. RE: "To be frank, you should educate the user community on using the view audit log menu option on the change request instead of performing a customization with no value. " I am going to disagree here. UX and usability is of value. The app should be smarter here. Don't get me wrong AR System and ITSM have come a long with with new features that increase usability since 7.1 but it still isn't quite where it "needs" to be to meet user's expectations. Our users our tired of clicking buttons to open (audit) windows to find data somewhere else. A user shouldn't have to look at the audit log to try and figure out who touched the record last if there is a Last Modify By field. I certainly see there are challenges with Escalations. Who should it show the user as if the system performed the last action? That is tricky. An in some cases there probably isn't an alternative. Just imagine if Facebook showed 'Facebook Application Service' has sent you a message because there is a schedule process that actually performs the notification. Or if a retweet showed as being from Hootsuite instead of the user that used Hootsuite to retweet the tweet. Of course as an administrator I appreciate being able to see if a user or the system last touched the record but my users, not so much. As for the Remedy Application Service showing as the submitter in SRMfulfillment requests this can be overcome. I have tested it (8.x) and you can map the submitter through the process so their login name shows as the submitter instead of Remedy Application Server. Should we have to do this? Probably not. Jason On Fri, Apr 11, 2014 at 11:32 AM, Kemes, Lisa A DLA CTR INFORMATION OPERATIONS <[email protected]> wrote: > This is such a pet peeve of mine. Not sure if this is "fixed" in 8.0 or > 8.1 (we are on 7.6.4 sp5). > > OK, fine Remedy Application Service is always taking over the modified > by field, but then there should be (OOB) a field of when a real person > touched it. For example, I created a service request, that created a > Work Order. When I go to the Work Order console and do a filter on > Submitted by Me, guess what? Nothing comes up because it's the app > service that created the Work Order. So we have to customize, > customize, customize. > > Lisa > > -----Original Message----- > From: Action Request System discussion list(ARSList) > [mailto:[email protected]] On Behalf Of Suresh Loganathan > Sent: Friday, April 11, 2014 10:38 AM > To: [email protected] > Subject: Re: Remedy Application Service showing in Submitter and Last > Modified Field > > ** > > Roger/Tauf, > > Thanks for the information.The ways are 1. Check the info with audit log > and 2. create customization. > > am I right? Any idea about AR_Escalator? Recently, we can see the info > from people form. > > Regards, > Suresh Loganathan. > > > On Apr 11, 2014 7:44 PM, "Roger Justice" <[email protected]> wrote: > > > ** This is a standard rejection workflow and it does not capture > who did the rejection. You will need to create a customization off of > the Signature form to capture the specific person that cancels the > Change. > > > > -----Original Message----- > From: Suresh Loganathan <[email protected]> > To: arslist <[email protected]> > Sent: Fri, Apr 11, 2014 9:59 am > Subject: Remedy Application Service showing in Submitter and > Last Modified Field > > > ** > Team, > Having a big issue in my remedy environment with "Remedy > Application Service" and " AR_Escalator". > Believe, it's an Out Of Box behaviour. Scenario: 1, if we reject > the change from CHG:Infrastructure Change form. The work info submitter > field showing as Remedy Application Service. > It's creating a confusion who reject the change. Have tried with > logs enable with Escalation, ACTL and FLTR. > Do we have any option to fix this change via configuration work? > Kindly advise. > Regards, > Suresh Loganathan. > _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" > _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
