You had the letters right just in a different order :) archgsel: https://communities.bmc.com/docs/DOC-1074
I didn't find an recent version of archgsel so it is probably better to go with the RRR tool rrrSelectionChange https://rrr.se/cgi/tools/main?tool=rrrSelectionChange Jason On Fri, Sep 12, 2014 at 10:49 AM, Rick Westbrock <[email protected]> wrote: > ** > > Is that a customized version of the ITSM Incident form or is a completely > custom form? If the latter then as a long-term solution I would suggest > that you get buy-in to add Resolved as a value in the Status menu and build > workflow as mentioned before to auto-close Resolved tickets after an > interval of time. This will be a major change to the process flow but may > be worth the effort. > > > > The best way to do this is to use the utility which allows you to insert a > new value in an enumerated field and will adjust all existing records in > the form as needed to accommodate the change. I can’t remember the name of > the program off the top of my head, I thought it was something like > arselchg but that isn’t quite right. I am sure someone else on the list > will know the correct name though. > > > > -Rick > > > > *From:* Action Request System discussion list(ARSList) [mailto: > [email protected]] *On Behalf Of *Omega LiPO > *Sent:* Thursday, September 11, 2014 8:57 PM > > *To:* [email protected] > *Subject:* Re: Resolved Tickets > > > > ** > > Hi JD, you are right, agreed with you. The reason is that the customised > form, don't have the resolved status, and jumped yo closed. No one knew > why that was done long long time ago. > I am still struggling to INSERT back the status , or build the "reborn" > button. > > Hi Joel, > > Your guessing are right, too. The customer got a system tight-in so don't > want to change the initial-ticket-id, so as to "highlight" the lengthy > outage time. The engine don't want repeat cases, we all knew > how-troublesomely about the repeat cases to management. > > So, I need to fix the situation, and thanks to have this arslist for > mind-sharing. > > Any other suggestions are welcome. > > Thanks, > Omega LiPO > [email protected] > ------------------------------ > > *From: *Joel Sender <[email protected]> > *Sent: *12/9/2014 3:16 > *To: *[email protected] > *Subject: *Re: Resolved Tickets > > ** > > I agree with the previous responses: Closed is Closed – no re-opening. > > It sounds like you have a REQUESTER issue. > > Insisting upon re-opening the original will actually work against the > Requester. > > A new, related case will first have to determine if the SAME problem has > resurfaced. > > If the problem was, for example, the inability to print, the root cause > may originally be ‘out of paper’, > > But the next occurrence could have been a lack of ink/toner, unplugged > cable, or a broken printer. > > Even if it’s the same symptom & root cause, a new ticket will create MORE > visibility of a repetitive Problem than a re-open. > > Of course, if they insist and pull rank, open a Change Request to become > LESS ITIL compliant & see what happens ;-) > > HTH, > > *Joel* > > Joel Sender [email protected] 310.829.5552 > > > > *From:* Action Request System discussion list(ARSList) [ > mailto:[email protected] <[email protected]>] *On Behalf Of *JD Hood > *Sent:* Thursday, September 11, 2014 11:17 AM > *To:* [email protected] > *Subject:* Re: Resolved Tickets > > > > ** > > "...Thus, thinking to have a super button called "reborn" to allow > super-admin to rollback , only the status, to 1-step before closed status, > likely pending or wip. I knew it is "evil", but... Any good suggestion, > except open a new ticket. .." > > > > Well, when set to resolved, a timer initiates that will cause the system > to automatically close the ticket after a number of days that you can > configure (5, 10, 15, whatever # of days). > > > > In the meantime, the customer is sent a notification that the ticket is > resolved and they should confirm the resolution. You can even add to the > notification that the ticket will auto-close in "x" days to *remind* the > customer. > > > > If they DO contact you within the time period and say the problem > persists, then you can re-open from "resolved" (as it hasn't auto-closed > yet). > > > > If they do not recontact you within the time period, the system > automatically closes the ticket and you don't have "resolved" tickets > sitting around forever. > > > > If they contact you after the resolved time limit expired and the ticket > was auto-closed, then they *truly* need to open a new ticket. This should > not be an issue as the new ticket can be related to the original and/or > even *created* from the original. > > > > All of the above is available "OUT OF THE BOX" without any > Dev-Studio/Development customization required, in the current version of > Remedy ITSM. > > > > The alternative is that you have tickets sitting around in a resolved > state potentially forever, forgotten and buried waaaay down in the results > lists of years gone by. > > > > Besides, if there are more than "x" days between occurrences with no > issues in between, is it truly the same incident or a (wholly separate, or > recurring, or related) incident? Maybe it is, or maybe it isn't... I'm not > sure of your situation... > > > > At some point, the business should be able to declare a ticket closed. > Period. Fini. Done. I see no compelling business reason to re-open a > "closed" ticket when you can leave them in "resolved" with ample > opportunity for the customer to confirm and re-open within a *reasonable* > amount of time. > > > > So, given all of the above, can you share the reason why your customer > *must* be allowed to re-open a "closed" ticket? > > > > Thanks! > > -JDHood > > > > > > On Thu, Sep 11, 2014 at 11:41 AM, Omega LiPO <[email protected]> wrote: > > ** > > Agreed, resolved:yes, closed:no. > But... My client workflow, don't have resolved status. > > Thus, thinking to have a super button called "reborn" to allow super-admin > to rollback , only the status, to 1-step before closed status, likely > pending or wip. > > I knew it is "evil", but... Any good suggestion, except open a new ticket. > > Many thanks, and sorry for shifting the original question. > ------------------------------ > > *From: *Rick Westbrock <[email protected]> > *Sent: *11/9/2014 23:30 > > > *To: *[email protected] > *Subject: *Re: Resolved Tickets > > ** > > I believe that you must open a new ticket and related it to the closed > ticket. That helps build a history and provides impetus to possibly create > a Problem record. > > > > I assume that you plan on re-opening the ticket by exporting to an ARX > file, massaging the data and importing back into the system but I can’t > tell you what side-effects that might cause. > > > > > > -Rick > > > > *From:* Action Request System discussion list(ARSList) [mailto: > [email protected]] *On Behalf Of *Omega LiPO > *Sent:* Thursday, September 11, 2014 8:02 AM > *To:* [email protected] > *Subject:* Re: Resolved Tickets > > > > ** > > What-if re-open a closed ticket insisted by customer as the symbol > re-occurred. > > A bit of from the headline. Any suggested on rollback the status. Or any > gotcha? > > Please be advised, many thanks > // Omega LiPO > ------------------------------ > > *From: *Rick Cook <[email protected]> > *Sent: *11/9/2014 21:47 > *To: *[email protected] > *Subject: *Re: Resolved Tickets > > ** > > Yes. > > > Rick Cook > > > > On Thu, Sep 11, 2014 at 6:36 AM, Roger Nall <[email protected]> > wrote: > > ** > > For all of you working with ITSM Remedy, can a Resolved ticket be > re-opened? > > > > Thanks, > > > > Roger A Nall > > _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_ > > _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_ > > > ------------------------------ > > <http://www.avast.com/> > > This email is free from viruses and malware because avast! Antivirus > <http://www.avast.com/> protection is active. > > > _ARSlist: " > > [The entire original message is not included.] > > _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"
