Hi All, Hope you were doing well.
I have one query with respect to BMC Remedy Incident management application(ITSM). In our premise, we have Remedy setup with following versions: 1. AR Server Version =7.5.00 patch 004 2. Incident Management Application version = 7.6.00 patch 001 3. Service Request management Version = 7.6.00 patch 001 We have SRM in place for end user self help & is integrated with Incident management for issue handling and resolution. Suppose when a ticket gets raised and assigned to an engineer for resolution and whatever the activities performed by the engineer on the ticket such as changing the status from assigned to in progress, in progress to pending,etc.. So list of ticket transactions were logged in the incident audit log with modified field and with current system timestamp. Here, we want to track such ticket events or transactions in an sequential order based on date & time from end to end. But, we are unable to achieve this as we are not getting from where shall we can track end to end. I referred the Incident audit log form, but it consists some ambiguous data about the ticket. If, in actual, ticket consists of 8-9 transactions, but in incident audit log form, it is showing only 2 or 3 entries, which stops my tracking. Hence, I request you all, if anyone has worked on it, please provide your pointers. Awaiting for your response. Regards Hari Vishwakarma Pune, India _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
