Hi Thad,
We developed this functionality for a client that had licensed our Remedy-based ActionProgram Manager Plus which is a process, project, program, portfolio, governance, resource, risk and cost management (time and expense tracking) application. They wanted to manage scheduled and unscheduled asset outages. The idea was 1) an asset could come off-line at a specific time daily, weekly, semi-monthly, monthly, quarterly, semi-annually or annually, for example, the 3rd Sunday of the quarter at 2PM; 2) some tasks needed to be done before the target date / time and some tasks needed to be done after the target date / time. The tasks and dependencies would be saved as a work template in APM Plus. Then, 5 days before the first task, a mini-project plan would be generated using the work template defined for that asset. The person responsible for the asset would be notified that he/she has to assign people to tasks in the plan. All of the tasks would be added to the relationships tab on the asset record so you could see the history of what has been done on that asset, or what will be done. When the people completed their tasks, they could enter the time spent on the task. The time could be multiplied by a rate to calculate an actual cost, and that cost could be added to the asset record too. One of the things that is unique about this solution is that project management systems deal with planned start dates or planned finish dates, not middle dates. We re-wrote parts of the application so that the “target date” would be the planned finish date for the tasks that come before the “target task” and the planned start date for the tasks that come after the “target task.” That way, all of the planned dates would be correct. The planned dates are during prime shift while the “target task” date could be off-shift. It was a really elegant solution. We could apply this to incidents or service requests if you’d like. One use might be, when someone requests a service that involves multiple tasks to complete, the application could, using workflow and a work template, calculate the planned finish date for the service request. That date could be sent back to the requestor automatically. Have you heard the ITIL analogy that users out there think of IT in the same way that they think of a restaurant? When you go into a restaurant, the first thing they do is give you a menu, which lists what they make and the cost. You think that all of these things will come to your table in a reasonable period of time, and if not, you want the waiter to tell you. (This happened to us last night.) Telling the requestor that, “if we start on the project next Monday, we will complete the request on June 28th (or whenever), and we’ll automatically send you notifications of the status as we progress through the project,” improves customer service and builds confidence in IT. Very cool. Stan w. 310-230-1722. c. 310-428-5748. From: Action Request System discussion list(ARSList) [mailto:[email protected]] On Behalf Of Thad Esser Sent: Thursday, May 22, 2014 9:13 AM To: [email protected] Subject: Scheduling Incidents / Service Requests ** I am being asked to provide scheduling capabilities for certain types of incident requests ("every quarter, automatically create this incident"). Does anything like that already exist for Incidents in version 8.1? I found similar functionality for Asset and SLM, but I'm not seeing anything for Incidents. I can build it easy enough, but would like to leverage something out of the box if it exists. Thanks, Thad _ARSlist: "Where the Answers Are" and have been for 20 years_ No virus found in this message. Checked by AVG - www.avg.com Version: 2014.0.4592 / Virus Database: 3950/7541 - Release Date: 05/22/14 _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
