Re: Wednesday SRM Humor
Nice. :-) Although, in their defense, they may really have meant FOOBAR and not FUBAR - they're two completely different things. The fact that the later seems to apply in many cases is beside the point. ;-) Lyle From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Pierson, Shawn Sent: Wednesday, July 08, 2009 3:35 PM To: arslist@ARSLIST.ORG Subject: Wednesday SRM Humor ** I've been troubleshooting a bug in SRM 2.2 patch 2 where you can't relate Change and Incident templates to AOTs. As a part of my troubleshooting, In my investigations, it appears that BMC hardcoded a field in the search criteria for Incident and Change templates that doesn't exist on either the HPD or CHG Template forms. However, that field does exist on a form called SRM:SampleAppTemplate. When I opened that form to look, I saw what BMC's developers really think about the SRM product -- the Assigned Group field on that form has a default value of "FOOBAR". So we see that not only do BMC developers appear to have a low opinion of their product, but their bugs are not limited to the application itself. Even their spelling of FUBAR is incorrect. It could be worse though. At least they're not as bad as Microsoft. :) Thanks, Shawn Pierson Remedy Developer | Southern Union Private and confidential as detailed here<http://www.sug.com/disclaimers/default.htm#Mail>. If you cannot access hyperlink, please e-mail sender. _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: "Where the Answers Are"_ NOTICE: This email message is for the sole use of the intended recipient(s) and may contain confidential and privileged information. Any unauthorized review, use, disclosure or distribution is prohibited. If you are not the intended recipient, please contact the sender by reply email and destroy all copies of the original message. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: "Where the Answers Are"
Wednesday SRM Humor
I've been troubleshooting a bug in SRM 2.2 patch 2 where you can't relate Change and Incident templates to AOTs. As a part of my troubleshooting, In my investigations, it appears that BMC hardcoded a field in the search criteria for Incident and Change templates that doesn't exist on either the HPD or CHG Template forms. However, that field does exist on a form called SRM:SampleAppTemplate. When I opened that form to look, I saw what BMC's developers really think about the SRM product -- the Assigned Group field on that form has a default value of "FOOBAR". So we see that not only do BMC developers appear to have a low opinion of their product, but their bugs are not limited to the application itself. Even their spelling of FUBAR is incorrect. It could be worse though. At least they're not as bad as Microsoft. :) Thanks, Shawn Pierson Remedy Developer | Southern Union Private and confidential as detailed here: http://www.sug.com/disclaimers/default.htm#Mail . If you cannot access the link, please e-mail sender. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: "Where the Answers Are"
SRM Work Order Templates and Multi-Tenancy
Good morning, I've been working with SRM and the Work Order Management, and was curious if anyone knew of a way to allow Work Order Templates to have a company of "-Global-", because in our environment there are tasks that can be used by any company such as setting up a login id. I'd prefer not to create a separate template for each company, but it looks like that may be the only way to go OOtB. Am I wrong? If so, I will look into customizing the template workflow. Thanks, Shawn Pierson Remedy Developer | Southern Union Private and confidential as detailed here: http://www.sug.com/disclaimers/default.htm#Mail . If you cannot access the link, please e-mail sender. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: "Where the Answers Are"
Re: SRM CSS Definition
the enviroment ARS7.5patch001 Kevin-J wrote: > > HI, all > > Do somebody know how to modify the CSS of the SRM, I reallly need some > suggestion, thanks > > > > > > > Best Regards, > > 金 恺 （Kevin Jin） > > Professional Service Consultant > BMC Software China > Room 516, 5th Floor,159 Madang Road, Xintiandi,Shanghai 200021,China > Tel. +8621-6135-7233 > Fax: +8621-6135-7232 > > -- View this message in context: http://www.nabble.com/SRM-CSS-Definition-tp23991557p23991656.html Sent from the ARS (Action Request System) mailing list archive at Nabble.com. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: "Where the Answers Are"
SRM CSS Definition
HI, all Do somebody know how to modify the CSS of the SRM, I reallly need some suggestion, thanks Best Regards, 金 恺 （Kevin Jin） Professional Service Consultant BMC Software China Room 516, 5th Floor,159 Madang Road, Xintiandi,Shanghai 200021,China Tel. +8621-6135-7233 Fax: +8621-6135-7232
Re: SRM Help
As far as I know, approvals are defined on SRD and not AOT or PDT. You may want to use an Advanced Interface Form and add custom workflow for this. Thanks Mahesh On Mon, Jun 8, 2009 at 12:32 PM, Tami Palacky wrote: > ** I am trying to create an SRD that has several PDT's attached. All of > the PDT's are executed in the same phase / sequence when the SRD is > selected. Each PDT has a different approver and is not dependant of any > of the other PDT's. I have read the manuals what seems like a bazillion > times and cannot determine how to set this up. AOT approvals? Work > Order > approvals? Entitlements? > > Any assistance is greatly appreciated. > > Thank you ! > > _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: "Where the Answers > Are"_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: "Where the Answers Are"
SRM Help
I am trying to create an SRD that has several PDT's attached. All of the PDT's are executed in the same phase / sequence when the SRD is selected. Each PDT has a different approver and is not dependant of any of the other PDT's. I have read the manuals what seems like a bazillion times and cannot determine how to set this up. AOT approvals? Work Order approvals? Entitlements? Any assistance is greatly appreciated. Thank you ! ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: "Where the Answers Are"
SRM Training
Good morning, I am curious if any BMC partners out there offers training for SRM. Our problem is that BMC seems to never have actual classes on it that aren't cancelled, so we want to find someone who actually does offer the training. Also, I'm aware that BMC offers online courses, but it's not of any value to us unless we are physically offsite and away from our email and users. Thanks, Shawn Pierson Remedy Developer | Southern Union Private and confidential as detailed here: http://www.sug.com/disclaimers/default.htm#Mail . If you cannot access the link, please e-mail sender. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: "Where the Answers Are"
Re: SRM: Navigational Categorization
The default behaviour is that they are arranged by alphabetical order on Navigational Tier 1. However, there is a bug and to fix that, you may do the following. 1. In the admin tool open SRM:CategoryReference form 2. Select Form->Form Properties 3. Click on the Sort tab 4. Click on Request ID in the "Sorted Fields" section and click the Remove button 5. Save the form 6. Restart the User tool and click on Request Entry Console Navigational Categories should be sorted in Alphabetic order. Thanks Mahesh On Tue, Jun 2, 2009 at 1:02 PM, Kathy Morris wrote: > ** Hi > > I defined my navigational service categories in the request entry point. > The service categories are there - I am just not finding how to change the > order of how the categories are displayed. I looked in the SRM guide, and I > did not find it. > > Does anyone now how to arrange the order of the services on the Request > Entry page? > > -- > We found the real 'Hotel > California<http://www.whereitsat.com/#/music/lyrical-landmarks/258/41.19651/-110.832818/2/The-Eagles-Hotel-California?ncid=emlcntnew0006>' > and the > 'Seinfeld<http://www.whereitsat.com/#/television/totally-tv/165/47.871213/-66.348481/2/Seinfeld-Diner?ncid=emlcntnew0005>' > diner. What will you find? Explore > *WhereItsAt.com*<http://www.whereitsat.com/#/music/all-spots/355/47.796964/-66.374711/2/Youve-Found-Where-Its-At?ncid=emlcntnew0007> > . > _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: "Where the Answers > Are"_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: "Where the Answers Are"
SRM: Navigational Categorization
Hi I defined my navigational service categories in the request entry point. The service categories are there - I am just not finding how to change the order of how the categories are displayed. I looked in the SRM guide, and I did not find it. Does anyone now how to arrange the order of the services on the Request Entry page? **We found the real ‘Hotel California’ and the ‘Seinfeld’ diner. What will you find? Explore WhereItsAt.com. (http://www.whereitsat.com/#/music/all-spots/355/47.796964/-66.374711/2/Youve-Found-Where-Its-At?ncid=eml cntnew0007) ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: "Where the Answers Are"
Re: Skip SRM console or pass vital info
One way of doing this… 1. Create a regular form. I just copy the form “SRS:AdvancedInterface_WithBackendMapping” 2. Create an Active Link to set the Requester Information and Service Catalog Instance ID, SRD Title. I run the active link on Window Loaded with Run If of Operation = ‘Submit” 3. Add all your questions and workflow (if any) to validate the responses. 4. On submit, create a Filter that will push the data to “SRM: RequestInterface_Create”. Make sure you pass the requester information, Title Instance ID and Source Keyword. You may also add SR Type Fields from “SRM:Request” onto “SRM:RequestInterface_Create” so that the data can be mapped on the backend forms (Incident/ Change/ Work Order ) accordingly. 5. Create a URL for the form created in Step 1 and submit a request using that URL. A new request will be created and this request will show up in “Submitted Requests” on Request Entry Console. I use a similar approach to generate multiple work orders for the same request. A work order for each "Requested For" person...something that we customized. Thanks Mahesh On Thu, May 21, 2009 at 1:37 AM, Anthony K R wrote: > ** > > Thank you very much Matt. Will try. > > > > Regards, > > *Anthony* > > > > *From:* Action Request System discussion list(ARSList) [mailto: > arsl...@arslist.org] *On Behalf Of *Matthew Perrault > *Sent:* Tuesday, May 19, 2009 6:38 PM > *To:* arslist@ARSLIST.ORG > *Subject:* Re: Skip SRM console or pass vital info > > > > ** > > Anthony, > > We are working on the same thing here. > > The way to do it is to use an advanced interface form with Back end > Mapping. > > Then you can have the URL pass the parameters to the form/fields as you > need with the F1001=”Value”&F123456=”value2”&…. > > Where in F1001, the 1001 is the field Id. > > And when the Form is opened, it will set the Request ID, and on submission, > it will create the SRM:Request record stub. > > > > HTH, > > Matt P > > > > *From:* Action Request System discussion list(ARSList) [mailto: > arsl...@arslist.org] *On Behalf Of *Anthony K R > *Sent:* Monday, May 18, 2009 11:06 PM > *To:* arslist@ARSLIST.ORG > *Subject:* Skip SRM console or pass vital info > > > > ** > > *Hi,* > > (Sending behalf of my colleague) > > *“* > > I am trying to integrate SRM to a knowledge site in such as way that users > will review information there to narrow down their issue (incident or > request) and then receive a link to take them DIRECTLY into a request form > specific to their needs, with parameters passed to fill in relevant fields. > One can create a URL that has a Remedy form specified and after the user > logs in they are taken directly to the form. Testing this, however, vital > information isn’t filled in for a request because it wasn’t navigated > through the SRM console. > > > > What mechanisms exist in SRM or what techniques can be used to link > directly to a request form from external source (to avoid SRM console > navigation), and pass additional parameters to fill fields? > > “ > > Platform: > > --- > > ARS 7.5p1 > > SRM2.2.3 > > Win2k3 > > Regards, > > Anthony > > _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: "Where the Answers > Are"_ > > _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: "Where the Answers > Are"_ > _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: "Where the Answers > Are"_ > ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: "Where the Answers Are"
Re: Skip SRM console or pass vital info
Thank you very much Matt. Will try. Regards, Anthony From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Matthew Perrault Sent: Tuesday, May 19, 2009 6:38 PM To: arslist@ARSLIST.ORG Subject: Re: Skip SRM console or pass vital info ** Anthony, We are working on the same thing here. The way to do it is to use an advanced interface form with Back end Mapping. Then you can have the URL pass the parameters to the form/fields as you need with the F1001="Value"&F123456="value2"& Where in F1001, the 1001 is the field Id. And when the Form is opened, it will set the Request ID, and on submission, it will create the SRM:Request record stub. HTH, Matt P From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Anthony K R Sent: Monday, May 18, 2009 11:06 PM To: arslist@ARSLIST.ORG Subject: Skip SRM console or pass vital info ** Hi, (Sending behalf of my colleague) " I am trying to integrate SRM to a knowledge site in such as way that users will review information there to narrow down their issue (incident or request) and then receive a link to take them DIRECTLY into a request form specific to their needs, with parameters passed to fill in relevant fields. One can create a URL that has a Remedy form specified and after the user logs in they are taken directly to the form. Testing this, however, vital information isn't filled in for a request because it wasn't navigated through the SRM console. What mechanisms exist in SRM or what techniques can be used to link directly to a request form from external source (to avoid SRM console navigation), and pass additional parameters to fill fields? " Platform: --- ARS 7.5p1 SRM2.2.3 Win2k3 Regards, Anthony _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: "Where the Answers Are"_ _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: "Where the Answers Are"_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: "Where the Answers Are"
Re: Skip SRM console or pass vital info
Anthony, We are working on the same thing here. The way to do it is to use an advanced interface form with Back end Mapping. Then you can have the URL pass the parameters to the form/fields as you need with the F1001="Value"&F123456="value2"& Where in F1001, the 1001 is the field Id. And when the Form is opened, it will set the Request ID, and on submission, it will create the SRM:Request record stub. HTH, Matt P From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Anthony K R Sent: Monday, May 18, 2009 11:06 PM To: arslist@ARSLIST.ORG Subject: Skip SRM console or pass vital info ** Hi, (Sending behalf of my colleague) " I am trying to integrate SRM to a knowledge site in such as way that users will review information there to narrow down their issue (incident or request) and then receive a link to take them DIRECTLY into a request form specific to their needs, with parameters passed to fill in relevant fields. One can create a URL that has a Remedy form specified and after the user logs in they are taken directly to the form. Testing this, however, vital information isn't filled in for a request because it wasn't navigated through the SRM console. What mechanisms exist in SRM or what techniques can be used to link directly to a request form from external source (to avoid SRM console navigation), and pass additional parameters to fill fields? " Platform: --- ARS 7.5p1 SRM2.2.3 Win2k3 Regards, Anthony _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: "Where the Answers Are"_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: "Where the Answers Are"
Skip SRM console or pass vital info
Hi, (Sending behalf of my colleague) " I am trying to integrate SRM to a knowledge site in such as way that users will review information there to narrow down their issue (incident or request) and then receive a link to take them DIRECTLY into a request form specific to their needs, with parameters passed to fill in relevant fields. One can create a URL that has a Remedy form specified and after the user logs in they are taken directly to the form. Testing this, however, vital information isn't filled in for a request because it wasn't navigated through the SRM console. What mechanisms exist in SRM or what techniques can be used to link directly to a request form from external source (to avoid SRM console navigation), and pass additional parameters to fill fields? " Platform: --- ARS 7.5p1 SRM2.2.3 Win2k3 Regards, Anthony ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: "Where the Answers Are"
SRM Doubt Its Urgent
Hi All, Can we use advance interface form in srm to submit a request in change management so for this what will i have to do means i need to create new field in change form. Please explain the procedure that how can we integrate advance interface form with change management applivation. Is there any other way to do the same thing means i have two questions and i want to store the answer of that questions in to two new field in change form which are my custom fields, please guide in this way also. Thanks & Regards, Manoj Jain ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: "Where the Answers Are"
Re: Mapping with custom field In SRM
Hi Manoj, can you elaborate more on this... on which form, custom field is created? -Madhavi Wipro Technologies On Sun, May 10, 2009 at 3:56 PM, manoj jain wrote: > ** Hi All, > > Can i create my own(Custom) field for mapping with srm question's answer. > I f yes then please guide me how can i achieve this. > > Thanks & Regards, > Manoj jain > _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: "Where the Answers > Are"_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: "Where the Answers Are"
Re: Use of Advanced Interafce Forms in SRM
I am not sure about the change but for Incident and Work Order the data is first passed onto the staging form HPD:IncidentInterface_Create / WOI:WorkOrderInterface_Create. It should be the same for change which is "CHG:ChangeInterface_Create". You might have to add the custom field on this staging form too. Yes, you can use the advanced interface forms with any application i.e., Work Order/ Incident/ Change. We have used them for Work Orders and Incidents. If using "SRS:AdvancedInterface_WithBackendMapping", try to populate the responses onto SR Type Fields. When you do the mapping on the SRD, map the appropriate field on the Change/ Incident with that of SR Type Field. This is tricky but once you look at the application, it is easy to figure out. Thanks Mahesh On Tue, May 12, 2009 at 8:05 PM, manoj jain wrote: > ** Hi, > > Is it necessary to use this form for mapping storing user's response. > Suppose > 1)I create one new field in CHG:Infrastructure Change form. > 2)and register it. > 3)and create a new question. > 4)map the answer with this field. > > i have done these steps and user also giving the response but that > answer/response is not populating in CHG:Infrastructure Change form. > > so my question is how i populate answer in my own field which i have > created in change form > > i have also written one workflow but in log file it showing value is > pushing into that field but in change form it is not present. > > and can we use interface form for other application instead of work order > bcoz our customer only have change template it don't have work order > template? > > please guide me its very urgent. > > Thanks & Regards, > Manoj Jain > > > On 5/12/09, Mahesh Chandra wrote: >> >> ** >> With SRM 2.2 Patch 2, there is no more a "10 Question" limitation for a >> Standard Service Request. >> >> >> >> The best way to start using Advanced Interface Form (also referred as >> Custom Forms / Data Driven Attributes) is to copy one of the template. >> >>- SRS:AdvancedInterface_WithBackendMapping >>- SRS:AdvancedInterface_WithoutBackendMapping >> >> As a best practice, copy all the OOB workflow associated to the above >> forms (60+ Active Links, 2 Filters, 8 Active Link Guides) with your naming >> convention. This will make sure that your processes are not affected during >> version/patch upgrade and will also keep a copy of the OOB workflow. This is >> just a one-time thing. So your first form will take a lot more time than the >> others. >> >> >> >> My personal opinion is that both the above templates are almost the same >> to work with except that “SRS:AdvancedInterface_WithoutBackendMapping” >> requires additional work if your requirement is that the support group >> personnel should be able to open the form from >> Incident/Change/WorkOrder/Task. >> >> >> >> About the SR Type fields on >> “SRS:AdvancedInterface_WithBackendMapping”, just populate the data into >> these fields as a last step and map those fields on the SRD accordingly. I >> usually run an Active Link Guide as a part of validation on "Update Cart" >> and "Submit Request" buttons. The last active link in the guide sets the SR >> Type Fields (Withbackendmapping) and Field1 (WithoutBackendMapping). >> >> >> >> If your requirement is to validate all the question responses or pass the >> response onto a different system, you should definitely look into “Advanced >> Interface Forms”. >> >> >> >> Feel free to drop a line if you need any assistance. >> >> >> >> Thanks >> >> Mahesh >> >> >> On Tue, May 12, 2009 at 9:16 AM, Roys, Eric D < >> eric.r...@verizonbusiness.com> wrote: >> >>> ** Manoj, >>> >>> Advanced interface forms are used when the OTB capabilities of SRM are >>> not enough to meet a service request need. For example, when you need to do >>> a large degree of validation against user data input, get data from >>> forms/tables outside of the SRM framework or ARS in general, and other such >>> things. Think of advanced interface forms as you would any other custom >>> form/logic with all the pros and cons associated with customization (like >>> the ability to get support from BMC, lengthier time to implement, etc). You >>> can/may 're-use' some of the canned advanced interface forms for your >>> purposes but you need to understand the logic involved which may require you >>>
Re: Use of Advanced Interafce Forms in SRM
Hi, Is it necessary to use this form for mapping storing user's response. Suppose 1)I create one new field in CHG:Infrastructure Change form. 2)and register it. 3)and create a new question. 4)map the answer with this field. i have done these steps and user also giving the response but that answer/response is not populating in CHG:Infrastructure Change form. so my question is how i populate answer in my own field which i have created in change form i have also written one workflow but in log file it showing value is pushing into that field but in change form it is not present. and can we use interface form for other application instead of work order bcoz our customer only have change template it don't have work order template? please guide me its very urgent. Thanks & Regards, Manoj Jain On 5/12/09, Mahesh Chandra wrote: > > ** With SRM 2.2 Patch 2, there is no more a "10 Question" limitation for a > Standard Service Request. > > > > The best way to start using Advanced Interface Form (also referred as > Custom Forms / Data Driven Attributes) is to copy one of the template. > >- SRS:AdvancedInterface_WithBackendMapping >- SRS:AdvancedInterface_WithoutBackendMapping > > As a best practice, copy all the OOB workflow associated to the above forms > (60+ Active Links, 2 Filters, 8 Active Link Guides) with your naming > convention. This will make sure that your processes are not affected during > version/patch upgrade and will also keep a copy of the OOB workflow. This is > just a one-time thing. So your first form will take a lot more time than the > others. > > > > My personal opinion is that both the above templates are almost the same to > work with except that “SRS:AdvancedInterface_WithoutBackendMapping” requires > additional work if your requirement is that the support group personnel > should be able to open the form from Incident/Change/WorkOrder/Task. > > > > About the SR Type fields on > “SRS:AdvancedInterface_WithBackendMapping”, just populate the data into > these fields as a last step and map those fields on the SRD accordingly. I > usually run an Active Link Guide as a part of validation on "Update Cart" > and "Submit Request" buttons. The last active link in the guide sets the SR > Type Fields (Withbackendmapping) and Field1 (WithoutBackendMapping). > > > > If your requirement is to validate all the question responses or pass the > response onto a different system, you should definitely look into “Advanced > Interface Forms”. > > > > Feel free to drop a line if you need any assistance. > > > > Thanks > > Mahesh > > > On Tue, May 12, 2009 at 9:16 AM, Roys, Eric D < > eric.r...@verizonbusiness.com> wrote: > >> ** Manoj, >> >> Advanced interface forms are used when the OTB capabilities of SRM are not >> enough to meet a service request need. For example, when you need to do a >> large degree of validation against user data input, get data from >> forms/tables outside of the SRM framework or ARS in general, and other such >> things. Think of advanced interface forms as you would any other custom >> form/logic with all the pros and cons associated with customization (like >> the ability to get support from BMC, lengthier time to implement, etc). You >> can/may 're-use' some of the canned advanced interface forms for your >> purposes but you need to understand the logic involved which may require you >> to turn on/off some of the logic to fit your needs. You'll need to know what >> to do with the SR Type fields and dig into how CAI (command automation >> interface) ties it all together. >> >> I'd recommend a development box, SRM manual, and plenty of patience. >> >> HTH, >> >> Kind Regards, >> >> Eric Roys >> Sr. Sales Engineer/ >> BMC Remedy Development Lead >> Application Solutions Group >> Verizon Business >> ** >> *We solve complex business problems with advanced technology. >> • Custom Solutions and Applications >> • Complex Systems Integration >> • Non-standard Hosting Services* >> >> -- >> *From:* Action Request System discussion list(ARSList) [mailto: >> arsl...@arslist.org] *On Behalf Of *manoj jain >> *Sent:* Tuesday, May 12, 2009 2:42 AM >> *To:* arslist@ARSLIST.ORG >> >> *Subject:* Use of Advanced Interafce Forms in SRM >> >> >> ** Hi All, >> >> Can someone explain me what is the use of "Advanced Interafce Forms" in >> SRM 2.1/2.2. >> >> Thanks & Regards, >> Manoj Jain >> _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: "Where the Answers >> Are"_ >> _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: "Where the Answers >> Are"_ >> > > _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: "Where the Answers > Are"_ > ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: "Where the Answers Are"
Re: Use of Advanced Interafce Forms in SRM
With SRM 2.2 Patch 2, there is no more a "10 Question" limitation for a Standard Service Request. The best way to start using Advanced Interface Form (also referred as Custom Forms / Data Driven Attributes) is to copy one of the template. - SRS:AdvancedInterface_WithBackendMapping - SRS:AdvancedInterface_WithoutBackendMapping As a best practice, copy all the OOB workflow associated to the above forms (60+ Active Links, 2 Filters, 8 Active Link Guides) with your naming convention. This will make sure that your processes are not affected during version/patch upgrade and will also keep a copy of the OOB workflow. This is just a one-time thing. So your first form will take a lot more time than the others. My personal opinion is that both the above templates are almost the same to work with except that “SRS:AdvancedInterface_WithoutBackendMapping” requires additional work if your requirement is that the support group personnel should be able to open the form from Incident/Change/WorkOrder/Task. About the SR Type fields on “SRS:AdvancedInterface_WithBackendMapping”, just populate the data into these fields as a last step and map those fields on the SRD accordingly. I usually run an Active Link Guide as a part of validation on "Update Cart" and "Submit Request" buttons. The last active link in the guide sets the SR Type Fields (Withbackendmapping) and Field1 (WithoutBackendMapping). If your requirement is to validate all the question responses or pass the response onto a different system, you should definitely look into “Advanced Interface Forms”. Feel free to drop a line if you need any assistance. Thanks Mahesh On Tue, May 12, 2009 at 9:16 AM, Roys, Eric D wrote: > ** Manoj, > > Advanced interface forms are used when the OTB capabilities of SRM are not > enough to meet a service request need. For example, when you need to do a > large degree of validation against user data input, get data from > forms/tables outside of the SRM framework or ARS in general, and other such > things. Think of advanced interface forms as you would any other custom > form/logic with all the pros and cons associated with customization (like > the ability to get support from BMC, lengthier time to implement, etc). You > can/may 're-use' some of the canned advanced interface forms for your > purposes but you need to understand the logic involved which may require you > to turn on/off some of the logic to fit your needs. You'll need to know what > to do with the SR Type fields and dig into how CAI (command automation > interface) ties it all together. > > I'd recommend a development box, SRM manual, and plenty of patience. > > HTH, > > Kind Regards, > > Eric Roys > Sr. Sales Engineer/ > BMC Remedy Development Lead > Application Solutions Group > Verizon Business > ** > *We solve complex business problems with advanced technology. > • Custom Solutions and Applications > • Complex Systems Integration > • Non-standard Hosting Services* > > -- > *From:* Action Request System discussion list(ARSList) [mailto: > arsl...@arslist.org] *On Behalf Of *manoj jain > *Sent:* Tuesday, May 12, 2009 2:42 AM > *To:* arslist@ARSLIST.ORG > *Subject:* Use of Advanced Interafce Forms in SRM > > ** Hi All, > > Can someone explain me what is the use of "Advanced Interafce Forms" in > SRM 2.1/2.2. > > Thanks & Regards, > Manoj Jain > _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: "Where the Answers > Are"_ > _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: "Where the Answers > Are"_ > ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: "Where the Answers Are"
Re: Use of Advanced Interafce Forms in SRM
Manoj, Advanced interface forms are used when the OTB capabilities of SRM are not enough to meet a service request need. For example, when you need to do a large degree of validation against user data input, get data from forms/tables outside of the SRM framework or ARS in general, and other such things. Think of advanced interface forms as you would any other custom form/logic with all the pros and cons associated with customization (like the ability to get support from BMC, lengthier time to implement, etc). You can/may 're-use' some of the canned advanced interface forms for your purposes but you need to understand the logic involved which may require you to turn on/off some of the logic to fit your needs. You'll need to know what to do with the SR Type fields and dig into how CAI (command automation interface) ties it all together. I'd recommend a development box, SRM manual, and plenty of patience. HTH, Kind Regards, Eric Roys Sr. Sales Engineer/ BMC Remedy Development Lead Application Solutions Group Verizon Business We solve complex business problems with advanced technology. * Custom Solutions and Applications * Complex Systems Integration * Non-standard Hosting Services From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of manoj jain Sent: Tuesday, May 12, 2009 2:42 AM To: arslist@ARSLIST.ORG Subject: Use of Advanced Interafce Forms in SRM ** Hi All, Can someone explain me what is the use of "Advanced Interafce Forms" in SRM 2.1/2.2. Thanks & Regards, Manoj Jain _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: "Where the Answers Are"_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: "Where the Answers Are"
Re: Use of Advanced Interafce Forms in SRM
The Advanced Interface Forms are used in place of the "10 Question" Service Request. You can use the advanced interface form if you need more information for the Service Request than the standard 10 questions would allow. There is workflow already associated with this form. If you think you are going to need more than 1 advanced interface-type service request then you can copy the form and share the out of the box workflow with the custom advanced interface form. Scott Parrish IT Prophets (770) 653-5203 www.itprophets.com From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of manoj jain Sent: Tuesday, May 12, 2009 3:42 AM To: arslist@ARSLIST.ORG Subject: Use of Advanced Interafce Forms in SRM ** Hi All, Can someone explain me what is the use of "Advanced Interafce Forms" in SRM 2.1/2.2. Thanks & Regards, Manoj Jain _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: "Where the Answers Are"_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: "Where the Answers Are"
Use of Advanced Interafce Forms in SRM
Hi All, Can someone explain me what is the use of "Advanced Interafce Forms" in SRM 2.1/2.2. Thanks & Regards, Manoj Jain ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: "Where the Answers Are"
Re: Procedure for adding more questions in SRM and mapping these answer with backend application
Have you looked into "Advanced Interafce Forms". SRM 2.1/2.2 is shipped with two OOB advanced interface templates. These forms can be used for a lot of things. Example: Intergrate a particular SRD with a third party application etc. Thanks Mahesh On Sat, May 9, 2009 at 9:06 AM, manoj jain wrote: > ** Hi All, > > I want to add some more questions as per customer requirement > so what should be the procedure for that so that it could be reflect > into Change form. > > Thanks & Regards, > Manoj Jain > _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: "Where the Answers > Are"_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: "Where the Answers Are"
Mapping with custom field In SRM
Hi All, Can i create my own(Custom) field for mapping with srm question's answer. I f yes then please guide me how can i achieve this. Thanks & Regards, Manoj jain ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: "Where the Answers Are"
Re: SRM - Customize DVF in main window
Even we wanted to disable/hide the "Add to Cart" button but were not successful. However, we were able to dsiplay a error message. *Active Link: * ** * Execute on:* "Event" * * * Run If: * ($EVENTSRCWINID$ = "F302899400" ) AND ($EVENTTYPE$ = "list-services-add-to-cart" ) ** * If Action:* Message Thanks Mahesh On Mon, May 4, 2009 at 7:58 AM, Bradley Murphy wrote: > ** Hi Mauricio > > I was searching the ARList archives and came across your mail. We are > attempting to do the same thing right now and are having problems disabling > / hiding the "Add to Cart" button that appears next to each line item in the > DVF field in SRM. > > Did you manage to get this sorted on your side? If so would you be able to > share any information that could make this task easier for me? > > Thanks in advance > Bradley Murphy > > > On Mon, Nov 24, 2008 at 8:24 PM, Mauricio M. wrote: > >> Hello everyone, >> >> Has anyone managed to manipulate the DVF that contains the main window >> and service catalogue funcionality in BMC Remedy SRM? Anyone would be >> so gentle to provide some guidance on where to find the java code in >> order to hide or disable the ADD TO CART button? >> >> DVF functionality is powerful but it leaves you in very bad shape if >> you are not familiar with external programming languages, needless to >> say it is kind of odd that one cannot easily customize the application >> and it is an AR System based application, you expect to have direct >> full control of objects and workflow via Remedy Administrator. >> >> Thank you, >> BR, >> -Mauricio >> >> >> ___ >> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org >> Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" >> > > _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: "Where the Answers > Are"_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: "Where the Answers Are"
Re: SRM - Customize DVF in main window
Hi Mauricio I was searching the ARList archives and came across your mail. We are attempting to do the same thing right now and are having problems disabling / hiding the "Add to Cart" button that appears next to each line item in the DVF field in SRM. Did you manage to get this sorted on your side? If so would you be able to share any information that could make this task easier for me? Thanks in advance Bradley Murphy On Mon, Nov 24, 2008 at 8:24 PM, Mauricio M. wrote: > Hello everyone, > > Has anyone managed to manipulate the DVF that contains the main window > and service catalogue funcionality in BMC Remedy SRM? Anyone would be > so gentle to provide some guidance on where to find the java code in > order to hide or disable the ADD TO CART button? > > DVF functionality is powerful but it leaves you in very bad shape if > you are not familiar with external programming languages, needless to > say it is kind of odd that one cannot easily customize the application > and it is an AR System based application, you expect to have direct > full control of objects and workflow via Remedy Administrator. > > Thank you, > BR, > -Mauricio > > > ___ > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org > Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" > ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: "Where the Answers Are"
Re: Regarding SRM 2.2 Patch 2 Error
Thanks Mahesh.We were talking with BMC and came to know about this.
Regards
Anil
--- On Wed, 29/4/09, Mahesh Chandra wrote:
From: Mahesh Chandra
Subject: Re: Regarding SRM 2.2 Patch 2 Error
To: arslist@ARSLIST.ORG
Date: Wednesday, 29 April, 2009, 1:20 AM
**
This is a known issue and BMC has a hot fix (Defect # SW00320173) for it. The
error occurs when there are any special characters in the question responses.
Thanks
Mahesh
On Tue, Apr 28, 2009 at 10:57 AM, anil RAI wrote:
**
Hi Lister,
I am getting an error while submiiting a request or change request in SRM
through midtier.
Ther error is Value does not fall within the limit specified for the field :
Maximum length 38;179(ARERR306).
Te environment details is ARS 7.1 Patch 6 and Midtier Patch 7.0.1 patch 6
ITSM 7.0.1 Patch 9
SRM Patch 2
Database MSSQL 2005
OS Windows 2003.
...
On Midtier workflow log
ActiveLink: SRS:SRC:DVFEventTrapAndProcess
True actions:
action 0
Set-fields 302899800 = questions-saved
Set-fields 302944900 = alert("ARERR [9280] Server not present in the
configured servers list - usa0300as649");
|Yes|Submit an Incident|1240858223|1240858223|1
action 1
ARACTCallGuide(@, SRS:SRC:DVFProcessEvent, false, undefined, undefined)
ActiveLink: SRS:SRC:DVFEvent_ClearActionType
True actions:
action 0
Set-fields 302899700 =
ActiveLink: SRS:SRC:DVFEventParse_SetParseNeeded
True actions:
action 0
Set-fields 302976400 = 89
ActiveLink: SRS:SRC:DVFEventParse1
True actions:
action 0
Set-fields 302899600 = alert("ARERR [9280] Server not present in the
configured servers list - usa0300as649");
action 1
Set-fields 302944900 = Yes|Submit an Incident|1240858223|1240858223|1
ActiveLink: SRS:SRC:DVFEventParse_SetParseNeeded
True actions:
action 0
Set-fields 302976400 = 3
ActiveLink: SRS:SRC:DVFEventParse2
True actions:
action 0
Set-fields 302899900 = Yes
action 1
Set-fields 302944900 = Submit an Incident|1240858223|1240858223|1
ActiveLink: SRS:SRC:DVFEventParse_SetParseNeeded
True actions:
action 0
Set-fields 302976400 = 18
ActiveLink: SRS:SRC:DVFEventParse3
True actions:
action 0
Set-fields 302976000 = Submit an Incident
action 1
Set-fields 302944900 = 1240858223|1240858223|1
ActiveLink: SRS:SRC:DVFEventParse_SetParseNeeded
True actions:
action 0
Set-fields 302976400 = 10
ActiveLink: SRS:SRC:DVFEventParse4
True actions:
action 0
Set-fields 303677500 = 1240858223
action 1
Set-fields 302944900 = 1240858223|1
ActiveLink: SRS:SRC:DVFEventParse_SetParseNeeded
True actions:
action 0
Set-fields 302976400 = 10
ActiveLink: SRS:SRC:DVFEventParse5
True actions:
action 0
Set-fields 303677600 = 1240858223
action 1
Set-fields 302944900 = 1
ActiveLink: SRS:SRC:DVFEventParse_SetParseNeeded
True actions:
action 0
Set-fields 302976400 = -1
ActiveLink: SRS:SRC:DVFEventParse6
False actions:
action 0
Set-fields 303677700 = 1
action 1
Set-fields 302944900 =
ActiveLink: SRS:SRC:DVFEvent_browse-categories-list-all-categories
False actions:
ActiveLink: SRS:SRC:DVFEvent_browse-categories-list-services_cat2
False actions:
ActiveLink: SRS:SRC:DVFEvent_browse-categories-list-services_cat3
False actions:
ActiveLink: SRS:SRC:DVFEvent_browse-services-list-categories
False actions:
ActiveLink: SRS:SRC:DVFEvent_browse-services-list-services
False actions:
ActiveLink: SRS:SRC:DVFEvent_list-services-add-to-favorites
False actions:
ActiveLink: SRS:SRC:DVFEvent_list-services-remove-from-favorites
False actions:
ActiveLink: SRS:SRC:DVFEvent_list-services-details
False actions:
ActiveLink: SRS:SRC:DVFEvent_list-services-chunk-info
False actions:
ActiveLink: SRS:SRC:DVFEvent_list-services-chunk-info_UpdateDisplay
False actions:
ActiveLink: SRS:SRC:DVFEvent_list-services-chunk-info_UpdateRowCountAndDisplay
False actions:
ActiveLink: SRS:SRC:DVFEvent_list-services-chunk-info_DisableNext
False actions:
ActiveLink: SRS:SRC:DVFEvent_list-services-chunk-info_DisablePrevious
False actions:
ActiveLink: SRS:SRC:DVFEvent_list-services-chunk-info_EnableNext
False actions:
ActiveLink: SRS:SRC:DVFEvent_list-services-chunk-info_EnablePrevious
False actions:
ActiveLink: SRS:SRC:DVFEvent_list-services-select
False actions:
ActiveLink: SRS:SRC:DVFEvent_list-services-add-to-cart
False actions:
ActiveLink: SRS:SRC:DVFEvent_provide-information
False actions:
ActiveLink: SRS:SRC:DVFEvent_questions-saved
True actions:
action 0
ARACTCallGuide(@, SRS:SRC:SubmitSR, false, undefined, undefined)
ActiveLink: SRS:SRC:SetSRParamsFromDVF
True actions:
action 0
Set-fields 301417400 = Submit an Incident
Set-fields 301429600 = 4/27/2009 2:50:23 PM
Set-fields 301437200 = alert("ARERR [9280] Server not present in the
configured servers list - usa0300as649");
Set-fields 302791600 = 4/27/2009 2:50:23 PM
Re: Regarding SRM 2.2 Patch 2 Error
This is a known issue and BMC has a hot fix (Defect # SW00320173) for it.
The error occurs when there are any special characters in the question
responses.
Thanks
Mahesh
On Tue, Apr 28, 2009 at 10:57 AM, anil RAI wrote:
> **
>Hi Lister,
>
> I am getting an error while submiiting a request or change request in SRM
> through midtier.
> Ther error is Value does not fall within the limit specified for the field
> : Maximum length 38;179(ARERR306).
>
> Te environment details is ARS 7.1 Patch 6 and Midtier Patch 7.0.1 patch 6
> ITSM 7.0.1 Patch 9
> SRM Patch 2
> Database MSSQL 2005
> OS Windows 2003.
>
> .
> On Midtier workflow log
>
>
>
> ActiveLink: SRS:SRC:DVFEventTrapAndProcess
>
> True actions:
>
> action 0
>
> Set-fields 302899800 = questions-saved
>
> Set-fields 302944900 = alert("ARERR [9280] Server not present in the
> configured servers list - usa0300as649");
>
> |Yes|Submit an Incident|1240858223|1240858223|1
>
> action 1
>
> ARACTCallGuide(@, SRS:SRC:DVFProcessEvent, false, undefined, undefined)
>
> ActiveLink: SRS:SRC:DVFEvent_ClearActionType
>
> True actions:
>
> action 0
>
> Set-fields 302899700 =
>
> ActiveLink: SRS:SRC:DVFEventParse_SetParseNeeded
>
> True actions:
>
> action 0
>
> Set-fields 302976400 = 89
>
> ActiveLink: SRS:SRC:DVFEventParse1
>
> True actions:
>
> action 0
>
> Set-fields 302899600 = alert("ARERR [9280] Server not present in the
> configured servers list - usa0300as649");
>
> action 1
>
> Set-fields 302944900 = Yes|Submit an Incident|1240858223|1240858223|1
>
> ActiveLink: SRS:SRC:DVFEventParse_SetParseNeeded
>
> True actions:
>
> action 0
>
> Set-fields 302976400 = 3
>
> ActiveLink: SRS:SRC:DVFEventParse2
>
> True actions:
>
> action 0
>
> Set-fields 302899900 = Yes
>
> action 1
>
> Set-fields 302944900 = Submit an Incident|1240858223|1240858223|1
>
> ActiveLink: SRS:SRC:DVFEventParse_SetParseNeeded
>
> True actions:
>
> action 0
>
> Set-fields 302976400 = 18
>
> ActiveLink: SRS:SRC:DVFEventParse3
>
> True actions:
>
> action 0
>
> Set-fields 302976000 = Submit an Incident
>
> action 1
>
> Set-fields 302944900 = 1240858223|1240858223|1
>
> ActiveLink: SRS:SRC:DVFEventParse_SetParseNeeded
>
> True actions:
>
> action 0
>
> Set-fields 302976400 = 10
>
> ActiveLink: SRS:SRC:DVFEventParse4
>
> True actions:
>
> action 0
>
> Set-fields 303677500 = 1240858223
>
> action 1
>
> Set-fields 302944900 = 1240858223|1
>
> ActiveLink: SRS:SRC:DVFEventParse_SetParseNeeded
>
> True actions:
>
> action 0
>
> Set-fields 302976400 = 10
>
> ActiveLink: SRS:SRC:DVFEventParse5
>
> True actions:
>
> action 0
>
> Set-fields 303677600 = 1240858223
>
> action 1
>
> Set-fields 302944900 = 1
>
> ActiveLink: SRS:SRC:DVFEventParse_SetParseNeeded
>
> True actions:
>
> action 0
>
> Set-fields 302976400 = -1
>
> ActiveLink: SRS:SRC:DVFEventParse6
>
> False actions:
>
> action 0
>
> Set-fields 303677700 = 1
>
> action 1
>
> Set-fields 302944900 =
>
> ActiveLink: SRS:SRC:DVFEvent_browse-categories-list-all-categories
>
> False actions:
>
> ActiveLink: SRS:SRC:DVFEvent_browse-categories-list-services_cat2
>
> False actions:
>
> ActiveLink: SRS:SRC:DVFEvent_browse-categories-list-services_cat3
>
> False actions:
>
> ActiveLink: SRS:SRC:DVFEvent_browse-services-list-categories
>
> False actions:
>
> ActiveLink: SRS:SRC:DVFEvent_browse-services-list-services
>
> False actions:
>
> ActiveLink: SRS:SRC:DVFEvent_list-services-add-to-favorites
>
> False actions:
>
> ActiveLink: SRS:SRC:DVFEvent_list-services-remove-from-favorites
>
> False actions:
>
> ActiveLink: SRS:SRC:DVFEvent_list-services-details
>
> False actions:
>
> ActiveLink: SRS:SRC:DVFEvent_list-services-chunk-info
>
> False actions:
>
> ActiveLink: SRS:SRC:DVFEvent_list-services-chunk-info_UpdateDisplay
>
> False actions:
>
> ActiveLink:
> SRS:SRC:DVFEvent_list-services-chunk-info_UpdateRowCountAndDisplay
>
> False actions:
>
> ActiveLink: SRS:SRC:DVFEvent_list-services-chunk-info_DisableNext
>
> False actions:
>
> ActiveLink: SRS:SRC:DVFEvent_list-services-chunk-info_DisablePrevious
>
> False actions:
>
> ActiveLink: SRS:SRC:DVFEvent_list-services-chunk-info_EnableNext
>
> False actions:
>
> ActiveLink: SRS:SRC:DVFEvent_list-servic
Regarding SRM 2.2 Patch 2 Error
Hi Lister,
I am getting an error while submiiting a request or change request in SRM
through midtier.
Ther error is Value does not fall within the limit specified for the field :
Maximum length 38;179(ARERR306).
Te environment details is ARS 7.1 Patch 6 and Midtier Patch 7.0.1 patch 6
ITSM 7.0.1 Patch 9
SRM Patch 2
Database MSSQL 2005
OS Windows 2003.
..
On Midtier workflow log
ActiveLink: SRS:SRC:DVFEventTrapAndProcess
True actions:
action 0
Set-fields 302899800 = questions-saved
Set-fields 302944900 = alert("ARERR [9280] Server not present in the
configured servers list - usa0300as649");
|Yes|Submit an Incident|1240858223|1240858223|1
action 1
ARACTCallGuide(@, SRS:SRC:DVFProcessEvent, false, undefined, undefined)
ActiveLink: SRS:SRC:DVFEvent_ClearActionType
True actions:
action 0
Set-fields 302899700 =
ActiveLink: SRS:SRC:DVFEventParse_SetParseNeeded
True actions:
action 0
Set-fields 302976400 = 89
ActiveLink: SRS:SRC:DVFEventParse1
True actions:
action 0
Set-fields 302899600 = alert("ARERR [9280] Server not present in the
configured servers list - usa0300as649");
action 1
Set-fields 302944900 = Yes|Submit an Incident|1240858223|1240858223|1
ActiveLink: SRS:SRC:DVFEventParse_SetParseNeeded
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action 0
Set-fields 302976400 = 3
ActiveLink: SRS:SRC:DVFEventParse2
True actions:
action 0
Set-fields 302899900 = Yes
action 1
Set-fields 302944900 = Submit an Incident|1240858223|1240858223|1
ActiveLink: SRS:SRC:DVFEventParse_SetParseNeeded
True actions:
action 0
Set-fields 302976400 = 18
ActiveLink: SRS:SRC:DVFEventParse3
True actions:
action 0
Set-fields 302976000 = Submit an Incident
action 1
Set-fields 302944900 = 1240858223|1240858223|1
ActiveLink: SRS:SRC:DVFEventParse_SetParseNeeded
True actions:
action 0
Set-fields 302976400 = 10
ActiveLink: SRS:SRC:DVFEventParse4
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action 0
Set-fields 303677500 = 1240858223
action 1
Set-fields 302944900 = 1240858223|1
ActiveLink: SRS:SRC:DVFEventParse_SetParseNeeded
True actions:
action 0
Set-fields 302976400 = 10
ActiveLink: SRS:SRC:DVFEventParse5
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action 0
Set-fields 303677600 = 1240858223
action 1
Set-fields 302944900 = 1
ActiveLink: SRS:SRC:DVFEventParse_SetParseNeeded
True actions:
action 0
Set-fields 302976400 = -1
ActiveLink: SRS:SRC:DVFEventParse6
False actions:
action 0
Set-fields 303677700 = 1
action 1
Set-fields 302944900 =
ActiveLink: SRS:SRC:DVFEvent_browse-categories-list-all-categories
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ActiveLink: SRS:SRC:DVFEvent_browse-categories-list-services_cat2
False actions:
ActiveLink: SRS:SRC:DVFEvent_browse-categories-list-services_cat3
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ActiveLink: SRS:SRC:DVFEvent_browse-services-list-categories
False actions:
ActiveLink: SRS:SRC:DVFEvent_browse-services-list-services
False actions:
ActiveLink: SRS:SRC:DVFEvent_list-services-add-to-favorites
False actions:
ActiveLink: SRS:SRC:DVFEvent_list-services-remove-from-favorites
False actions:
ActiveLink: SRS:SRC:DVFEvent_list-services-details
False actions:
ActiveLink: SRS:SRC:DVFEvent_list-services-chunk-info
False actions:
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False actions:
ActiveLink: SRS:SRC:DVFEvent_list-services-chunk-info_UpdateRowCountAndDisplay
False actions:
ActiveLink: SRS:SRC:DVFEvent_list-services-chunk-info_DisableNext
False actions:
ActiveLink: SRS:SRC:DVFEvent_list-services-chunk-info_DisablePrevious
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ActiveLink: SRS:SRC:DVFEvent_list-services-chunk-info_EnableNext
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ActiveLink: SRS:SRC:DVFEvent_list-services-select
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ActiveLink: SRS:SRC:DVFEvent_list-services-add-to-cart
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ActiveLink: SRS:SRC:DVFEvent_provide-information
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ActiveLink: SRS:SRC:DVFEvent_questions-saved
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action 0
ARACTCallGuide(@, SRS:SRC:SubmitSR, false, undefined, undefined)
ActiveLink: SRS:SRC:SetSRParamsFromDVF
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action 0
Set-fields 301417400 = Submit an Incident
Set-fields 301429600 = 4/27/2009 2:50:23 PM
Set-fields 301437200 = alert("ARERR [9280] Server not present in the
configured servers list - usa0300as649");
Set-fields 302791600 = 4/27/2009 2:50:23 PM
Set-fields 303436100 = Submit an Incident
Set-fields 303472300 = 1
Set-fields 303652200 = Yes
ActiveLink: SRS:SRC:CallOriginalSaveServiceRequest
True actions:
action 0
ARACTCallGuide(@, SRS:SRC:SaveServiceRequest, false, undefined, undefined)
ActiveLink: SRS:SRC:DateRequiredWarning
False actions:
ActiveLink: SRS:SRC:SaveServiceRequest_GenerateGUID_RequestNumber
True actions:
action 0
ActiveLink: SRS:SRH:WorkInfo_SetAttachment
True actions:
action 0
Set-fields 301325
Re: Remedy, ITSM and SRM Notifications, major spammage
You can also change the settings on the SRD. You have to take it offline, then open the Manage Notifications form and deselct options from there. Other filters you might want to check are : SRM:REQ:NTRequesterStatusUpdate_ ... (there are several relating to the request status) Tami Palacky Remedy Developer Dev Technology On Apr 24, 1:12 pm, Matthew Perrault wrote: > Jim, > We had the exact same problem, with the SRM notifications going to people. > We disabled the filters on the SRM:WorkInfo form > SRM:SWI:OnCreateFromApp_NotifyEndUser_550 > SRM:SWI:OnCreateFromApp_NotifyEndUser_551 > SRM:SWI:OnCreateFromApp_NotifyEndUser_552 > > Unfortunately due to another design flaw with this application, it does not > use the NTE sub system. > It does however, pull the message from SYS:Notifcation Messages, > but in the filter, the first set fields action pulls the corresponding > notification from SYS:Notification, but it doesn't look at the status of the > SYS:Notifcation Message record. > > The only thing you can really do, is turn off those filters. > > HTH, > Matt P. > > From: Action Request System discussion list(ARSList) > [mailto:arsl...@arslist.org] On Behalf Of Lammey, Peter A. > Sent: Friday, April 24, 2009 12:02 PM > To: arsl...@arslist.org > Subject: Re: Remedy, ITSM and SRM Notifications, major spammage > > ** > NTE:CFG-Notification Events controls Notifications that are sent to Support > staff users. > You wouldnt have entries in here for customer (or requester) notifications. > > The only other place you could turn those particular notifications off I > think would be by disabling the appropriate Notification Message from the > SYS:NotificationMessages form or you might have to disable the filters that > fire the notification event and send the note to the customers. > The filter that fires the Notification event should be listed in the > Description (most likely) for the particular record in > SYS:NotificationMessages. > > Thanks > Peter Lammey > ESPN IT Client Architecture and Automation > 860-766-4761 > > > From: Action Request System discussion list(ARSList) > [mailto:arsl...@arslist.org] On Behalf Of Jim Coryat > Sent: Friday, April 24, 2009 12:44 PM > To: arsl...@arslist.org > Subject: Remedy, ITSM and SRM Notifications, major spammage > ** > We have recently implemented the ITSM applications as well as the Service > Request Management module. What we are seeing is a number of email > notifications that are sent to customers, some are completely unnecessary. > In going into the NTE:CFG-Notification Events and try and turn some of the > notifications off, they still show up. Does anyone have any experience in > this area and could spare a few pointers in cleaning this up? Right now the > users are starting to blindly delete the BMC Remedy notifications since they > are getting spammed with these continuously. > Thank you for any advice you can provide. > Jim Coryat > _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: "Where the Answers Are"_ > > Please consider the environment before printing this e-mail. > _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: "Where the Answers Are"_ > > ___ > UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org > Platinum Sponsor:rmisoluti...@verizon.net ARSlist: "Where the Answers Are" ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: "Where the Answers Are"
Re: Remedy, ITSM and SRM Notifications, major spammage
Jim, We had the exact same problem, with the SRM notifications going to people. We disabled the filters on the SRM:WorkInfo form SRM:SWI:OnCreateFromApp_NotifyEndUser_550 SRM:SWI:OnCreateFromApp_NotifyEndUser_551 SRM:SWI:OnCreateFromApp_NotifyEndUser_552 Unfortunately due to another design flaw with this application, it does not use the NTE sub system. It does however, pull the message from SYS:Notifcation Messages, but in the filter, the first set fields action pulls the corresponding notification from SYS:Notification, but it doesn't look at the status of the SYS:Notifcation Message record. The only thing you can really do, is turn off those filters. HTH, Matt P. From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Lammey, Peter A. Sent: Friday, April 24, 2009 12:02 PM To: arslist@ARSLIST.ORG Subject: Re: Remedy, ITSM and SRM Notifications, major spammage ** NTE:CFG-Notification Events controls Notifications that are sent to Support staff users. You wouldnt have entries in here for customer (or requester) notifications. The only other place you could turn those particular notifications off I think would be by disabling the appropriate Notification Message from the SYS:NotificationMessages form or you might have to disable the filters that fire the notification event and send the note to the customers. The filter that fires the Notification event should be listed in the Description (most likely) for the particular record in SYS:NotificationMessages. Thanks Peter Lammey ESPN IT Client Architecture and Automation 860-766-4761 From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Jim Coryat Sent: Friday, April 24, 2009 12:44 PM To: arslist@ARSLIST.ORG Subject: Remedy, ITSM and SRM Notifications, major spammage ** We have recently implemented the ITSM applications as well as the Service Request Management module. What we are seeing is a number of email notifications that are sent to customers, some are completely unnecessary. In going into the NTE:CFG-Notification Events and try and turn some of the notifications off, they still show up. Does anyone have any experience in this area and could spare a few pointers in cleaning this up? Right now the users are starting to blindly delete the BMC Remedy notifications since they are getting spammed with these continuously. Thank you for any advice you can provide. Jim Coryat _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: "Where the Answers Are"_ Please consider the environment before printing this e-mail. _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: "Where the Answers Are"_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: "Where the Answers Are"
Re: Remedy, ITSM and SRM Notifications, major spammage
NTE:CFG-Notification Events controls Notifications that are sent to Support staff users. You wouldnt have entries in here for customer (or requester) notifications. The only other place you could turn those particular notifications off I think would be by disabling the appropriate Notification Message from the SYS:NotificationMessages form or you might have to disable the filters that fire the notification event and send the note to the customers. The filter that fires the Notification event should be listed in the Description (most likely) for the particular record in SYS:NotificationMessages. Thanks Peter Lammey ESPN IT Client Architecture and Automation 860-766-4761 From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Jim Coryat Sent: Friday, April 24, 2009 12:44 PM To: arslist@ARSLIST.ORG Subject: Remedy, ITSM and SRM Notifications, major spammage ** We have recently implemented the ITSM applications as well as the Service Request Management module. What we are seeing is a number of email notifications that are sent to customers, some are completely unnecessary. In going into the NTE:CFG-Notification Events and try and turn some of the notifications off, they still show up. Does anyone have any experience in this area and could spare a few pointers in cleaning this up? Right now the users are starting to blindly delete the BMC Remedy notifications since they are getting spammed with these continuously. Thank you for any advice you can provide. Jim Coryat _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: "Where the Answers Are"_ Please consider the environment before printing this e-mail. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: "Where the Answers Are"
Re: Remedy, ITSM and SRM Notifications, major spammage
In BMC's SRM class, they let you know that you'll have to "fine tune" the
notifications to your environment. For us that meant turning off filters that
generate notifications to requesters from the back office applications.
Essentially we let the SRM notifications provide all communication with the end
user.
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Jim Coryat
Sent: Friday, April 24, 2009 9:44 AM
To: arslist@ARSLIST.ORG
Subject: Remedy, ITSM and SRM Notifications, major spammage
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We have recently implemented the ITSM applications as well as the
Service Request Management module. What we are seeing is a number of
email notifications that are sent to customers, some are completely
unnecessary. In going into the NTE:CFG-Notification Events and try and
turn some of the notifications off, they still show up. Does anyone
have any experience in this area and could spare a few pointers in
cleaning this up? Right now the users are starting to blindly delete
the BMC Remedy notifications since they are getting spammed with these
continuously.
=20
Thank you for any advice you can provide.
=20
Jim Coryat
___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Platinum Sponsor:rmisoluti...@verizon.net ARSlist: "Where the Answers Are"
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Remedy, ITSM and SRM Notifications, major spammage
We have recently implemented the ITSM applications as well as the Service Request Management module. What we are seeing is a number of email notifications that are sent to customers, some are completely unnecessary. In going into the NTE:CFG-Notification Events and try and turn some of the notifications off, they still show up. Does anyone have any experience in this area and could spare a few pointers in cleaning this up? Right now the users are starting to blindly delete the BMC Remedy notifications since they are getting spammed with these continuously. Thank you for any advice you can provide. Jim Coryat ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: "Where the Answers Are"
Re: Who is using SRM?
++ Please Read The Disclaimer At The Bottom Of This Email ++ I believe the new SRM version will be 7.5, i.e. in line with all other products. This might explain why references to 2.5 have disappeared. To answer the original question, we have been using SRM for over a year, mostly for IT to IT requests converted to work orders. Currently about 30 request types. Agree with the point about usability (or rather lack of it) for support staff, but hopefully this should improve with the new version. Regards Jiri Pospisil IT Services LCH.Clearnet -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of lee Sent: 23 April 2009 19:37 To: arslist@ARSLIST.ORG Subject: Re: Who is using SRM? We have been using SRM for 1 year almost. Started with 2.0... had issues with bugs. Moved to 2.1 and got it stable and working but couldn't apply patch 1. BMC swore up and down it was our fault. Had to spend the next 6-8 months rebuilding our whole dev site for BMC... and in the end it was BMC installer issue. We use it for incidents and work orders. We created custom forms to do things that SRM can't do.. like autoclose work orders if something is not needed. It is a good product but needs work. Installed SRM 2.2 in dev and found it broke a lot of our 2.1 set up. I'm looking for 2.5 info but it seems be removed from all places I thought I saw it. The midtier performance of the SRM isn't the best.. The usability for support staff is not the best (REQ# vs INC# vs WO#... and the fact that support staff can't open these from the process view is irritating) SRM 2.1 notifications are not polished. Some don't even work properly. But the whole idea of it is good and we believe it will be polished up real soon. I wish I could see info on SRM 2.5 though. On Apr 23, 11:22 am, PCR Remedy wrote: > One customer go live 7 months ago. Each month they create 1,600 new > requests, in a Catalog of 80 services. > > Peter. > > On Tue, Apr 21, 2009 at 10:36 AM, Pierson, Shawn wrote: > > > > > > > ** Good morning, > > > This should be a rather simple question. How many of you are using BMC's > > SRM module in production currently? If you are using it, what types of > > things do you use it for? > > > We bought it and are looking at using it, but it is tedious so I want to > > make sure we don't invest a lot of time and money into it if it's not widely > > used enough for BMC to keep it around. > > > Thanks, > > > *Shawn Pierson * > > Remedy Developer | Southern Union > > > Private and confidential as detailed > > here<http://www.sug.com/disclaimers/default.htm#Mail>. > > If you cannot access hyperlink, please e-mail sender. > > _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: "Where the Answers > > Are"_ > > ___ > UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org > Platinum Sponsor:rmisoluti...@verizon.net ARSlist: "Where the Answers Are"- > Hide quoted text - > > - Show quoted text - ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: "Where the Answers Are" * This email is intended for the named recipient(s) only. Its contents are confidential and may only be retained by the named recipient(s) and may only be copied or disclosed with the consent of LCH.Clearnet Limited. If you are not an intended recipient please delete this e-mail and notify postmas...@lchclearnet.com. The contents of this email are subject to contract in all cases, and LCH.Clearnet Limited makes no contractual commitment save where confirmed by hard copy. LCH.Clearnet Limited accepts no liability, including liability for negligence, in respect of any statement in this email. LCH.Clearnet Limited, Registered Office: Aldgate House, 33 Aldgate High Street, London EC3N 1EA.Recognised as a Clearing House under the Financial Services & Markets Act 2000. Reg in England No.25932 Telephone: +44 20 7426 7000 Internet: http://www.lchclearnet.com * ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: "Where the Answers Are"
Re: Who is using SRM?
Good info here... Got to love support for that .30 cents a day they pay them... Have had same issues with support.. So is 2.5 coming soon and is there special version you need to be on prior? That you know of? Sent from my iPhone On Apr 23, 2009, at 2:36 PM, lee wrote: We have been using SRM for 1 year almost. Started with 2.0... had issues with bugs. Moved to 2.1 and got it stable and working but couldn't apply patch 1. BMC swore up and down it was our fault. Had to spend the next 6-8 months rebuilding our whole dev site for BMC... and in the end it was BMC installer issue. We use it for incidents and work orders. We created custom forms to do things that SRM can't do.. like autoclose work orders if something is not needed. It is a good product but needs work. Installed SRM 2.2 in dev and found it broke a lot of our 2.1 set up. I'm looking for 2.5 info but it seems be removed from all places I thought I saw it. The midtier performance of the SRM isn't the best.. The usability for support staff is not the best (REQ# vs INC# vs WO#... and the fact that support staff can't open these from the process view is irritating) SRM 2.1 notifications are not polished. Some don't even work properly. But the whole idea of it is good and we believe it will be polished up real soon. I wish I could see info on SRM 2.5 though. On Apr 23, 11:22 am, PCR Remedy wrote: One customer go live 7 months ago. Each month they create 1,600 new requests, in a Catalog of 80 services. Peter. On Tue, Apr 21, 2009 at 10:36 AM, Pierson, Shawn wrote: ** Good morning, This should be a rather simple question. How many of you are using BMC’s SRM module in production currently? If you are using it, what types of things do you use it for? We bought it and are looking at using it, but it is tedious so I want to make sure we don’t invest a lot of time and money into it if it’ s not widely used enough for BMC to keep it around. Thanks, *Shawn Pierson * Remedy Developer | Southern Union Private and confidential as detailed here<http://www.sug.com/disclaimers/default.htm#Mail >. If you cannot access hyperlink, please e-mail sender. _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: "Where the Answers Are"_ ___ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: "Where the Answers Are"- Hide quoted text - - Show quoted text - ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: "Where the Answers Are" ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: "Where the Answers Are"
Re: Who is using SRM?
We have been using SRM for 1 year almost. Started with 2.0... had issues with bugs. Moved to 2.1 and got it stable and working but couldn't apply patch 1. BMC swore up and down it was our fault. Had to spend the next 6-8 months rebuilding our whole dev site for BMC... and in the end it was BMC installer issue. We use it for incidents and work orders. We created custom forms to do things that SRM can't do.. like autoclose work orders if something is not needed. It is a good product but needs work. Installed SRM 2.2 in dev and found it broke a lot of our 2.1 set up. I'm looking for 2.5 info but it seems be removed from all places I thought I saw it. The midtier performance of the SRM isn't the best.. The usability for support staff is not the best (REQ# vs INC# vs WO#... and the fact that support staff can't open these from the process view is irritating) SRM 2.1 notifications are not polished. Some don't even work properly. But the whole idea of it is good and we believe it will be polished up real soon. I wish I could see info on SRM 2.5 though. On Apr 23, 11:22 am, PCR Remedy wrote: > One customer go live 7 months ago. Each month they create 1,600 new > requests, in a Catalog of 80 services. > > Peter. > > On Tue, Apr 21, 2009 at 10:36 AM, Pierson, Shawn wrote: > > > > > > > ** Good morning, > > > This should be a rather simple question. How many of you are using BMC’s > > SRM module in production currently? If you are using it, what types of > > things do you use it for? > > > We bought it and are looking at using it, but it is tedious so I want to > > make sure we don’t invest a lot of time and money into it if it’s not widely > > used enough for BMC to keep it around. > > > Thanks, > > > *Shawn Pierson * > > Remedy Developer | Southern Union > > > Private and confidential as detailed > > here<http://www.sug.com/disclaimers/default.htm#Mail>. > > If you cannot access hyperlink, please e-mail sender. > > _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: "Where the Answers > > Are"_ > > ___ > UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org > Platinum Sponsor:rmisoluti...@verizon.net ARSlist: "Where the Answers Are"- > Hide quoted text - > > - Show quoted text - ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: "Where the Answers Are"
Re: Who is using SRM?
One customer go live 7 months ago. Each month they create 1,600 new requests, in a Catalog of 80 services. Peter. On Tue, Apr 21, 2009 at 10:36 AM, Pierson, Shawn wrote: > ** Good morning, > > This should be a rather simple question. How many of you are using BMC’s > SRM module in production currently? If you are using it, what types of > things do you use it for? > > We bought it and are looking at using it, but it is tedious so I want to > make sure we don’t invest a lot of time and money into it if it’s not widely > used enough for BMC to keep it around. > > Thanks, > > *Shawn Pierson * > Remedy Developer | Southern Union > > > Private and confidential as detailed > here<http://www.sug.com/disclaimers/default.htm#Mail>. > If you cannot access hyperlink, please e-mail sender. > _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: "Where the Answers > Are"_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: "Where the Answers Are"
Re: Who is using SRM?
We are also using SRM 2.2 with Patch 2 for one of our client. It is a very good product by BMC. Regards, Madhavi Wipro Technologies On Tue, Apr 21, 2009 at 9:06 PM, Pierson, Shawn wrote: > ** Good morning, > > This should be a rather simple question. How many of you are using BMC’s > SRM module in production currently? If you are using it, what types of > things do you use it for? > > We bought it and are looking at using it, but it is tedious so I want to > make sure we don’t invest a lot of time and money into it if it’s not widely > used enough for BMC to keep it around. > > Thanks, > > *Shawn Pierson * > Remedy Developer | Southern Union > > > Private and confidential as detailed > here<http://www.sug.com/disclaimers/default.htm#Mail>. > If you cannot access hyperlink, please e-mail sender. > _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: "Where the Answers > Are"_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: "Where the Answers Are"
Re: Who is using SRM?
There's also Kinetic Request, which happens to be a fantastic product - highly brandable, multi-tenancy, configurable from within Remedy and very well priced. Certainly something to consider. Check out their site: http://www.kineticdata.com/Products/KineticRequest/index.html Andrew Paolino Account Manager Column Technologies Cell: 551-486-2549 Fax: 212-227-3040 Email: apaol...@columnit.com Skype ID: apaolino Web: http://www.columnit.com P Please consider the environment before printing this email This e-mail may contain privileged and confidential information and/or copyright material and is intended for the use of the addressee only. If you receive this e-mail in error, please advise the sender immediately by using the reply facility in your e-mail software and delete this e-mail from your computer system. You may not deliver copy or disclose its contents to anyone else. Any unauthorised use may be unlawful and is prohibited. Any views expressed in this e-mail are those of the individual sender and may not necessarily reflect the views of Column Technologies or its affiliated companies. This email content and transmission does not constitute an electronic signature under applicable law. From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of manoj jain Sent: Wednesday, April 22, 2009 12:19 AM To: arslist@ARSLIST.ORG Subject: Re: Who is using SRM? ** Hi, I am Manoj Jain i am using SRM currently and believe me it is very good as compare to requester console/It is like a menu card in that card all kinds of services avilable with price & turnaround time. For more information mail me. Thanks & Regards, Manoj Jain On 4/21/09, Pierson, Shawn wrote: ** Good morning, This should be a rather simple question. How many of you are using BMC's SRM module in production currently? If you are using it, what types of things do you use it for? We bought it and are looking at using it, but it is tedious so I want to make sure we don't invest a lot of time and money into it if it's not widely used enough for BMC to keep it around. Thanks, Shawn Pierson Remedy Developer | Southern Union Private and confidential as detailed here <http://www.sug.com/disclaimers/default.htm#Mail> . If you cannot access hyperlink, please e-mail sender. _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: "Where the Answers Are"_ _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: "Where the Answers Are"_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: "Where the Answers Are"
Re: Who is using SRM?
Hi, I am Manoj Jain i am using SRM currently and believe me it is very good as compare to requester console/It is like a menu card in that card all kinds of services avilable with price & turnaround time. For more information mail me. Thanks & Regards, Manoj Jain On 4/21/09, Pierson, Shawn wrote: > > ** Good morning, > > This should be a rather simple question. How many of you are using BMC’s > SRM module in production currently? If you are using it, what types of > things do you use it for? > > We bought it and are looking at using it, but it is tedious so I want to > make sure we don’t invest a lot of time and money into it if it’s not widely > used enough for BMC to keep it around. > > Thanks, > > *Shawn Pierson * > Remedy Developer | Southern Union > > > Private and confidential as detailed > here<http://www.sug.com/disclaimers/default.htm#Mail>. > If you cannot access hyperlink, please e-mail sender. > _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: "Where the Answers > Are"_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: "Where the Answers Are"
Re: Who is using SRM?
Check out Abydos Designer - new tight integration with SRM that makes deployment quite a bit easier. http://abydos-workflow.com/Products/AbydosDesigner/tabid/60/Default.aspx Andrew Paolino Account Manager Column Technologies Cell: 551-486-2549 Fax: 212-227-3040 Email: apaol...@columnit.com Skype ID: apaolino Web: http://www.columnit.com P Please consider the environment before printing this email This e-mail may contain privileged and confidential information and/or copyright material and is intended for the use of the addressee only. If you receive this e-mail in error, please advise the sender immediately by using the reply facility in your e-mail software and delete this e-mail from your computer system. You may not deliver copy or disclose its contents to anyone else. Any unauthorised use may be unlawful and is prohibited. Any views expressed in this e-mail are those of the individual sender and may not necessarily reflect the views of Column Technologies or its affiliated companies. This email content and transmission does not constitute an electronic signature under applicable law. From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Mahesh Chandra Sent: Tuesday, April 21, 2009 1:06 PM To: arslist@ARSLIST.ORG Subject: Re: Who is using SRM? ** We have been using SRM 2.2 Patch 2 since March 2, 2009. Previously, we were on ITSP 3.1 Request Management for years. We have currently around 130 Service Request Processes out of which ~14 are done using Advanced Interface Forms (heavily customized). We have also integrated SRM with an user-provisioing system for On-Boarding process. Thanks Mahesh On Tue, Apr 21, 2009 at 10:36 AM, Pierson, Shawn wrote: ** Good morning, This should be a rather simple question. How many of you are using BMC's SRM module in production currently? If you are using it, what types of things do you use it for? We bought it and are looking at using it, but it is tedious so I want to make sure we don't invest a lot of time and money into it if it's not widely used enough for BMC to keep it around. Thanks, Shawn Pierson Remedy Developer | Southern Union Private and confidential as detailed here <http://www.sug.com/disclaimers/default.htm#Mail> . If you cannot access hyperlink, please e-mail sender. _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: "Where the Answers Are"_ _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: "Where the Answers Are"_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: "Where the Answers Are"
Re: Who is using SRM?
We have been using SRM 2.2 Patch 2 since March 2, 2009. Previously, we were on ITSP 3.1 Request Management for years. We have currently around 130 Service Request Processes out of which ~14 are done using Advanced Interface Forms (heavily customized). We have also integrated SRM with an user-provisioing system for On-Boarding process. Thanks Mahesh On Tue, Apr 21, 2009 at 10:36 AM, Pierson, Shawn wrote: > ** Good morning, > > This should be a rather simple question. How many of you are using BMC’s > SRM module in production currently? If you are using it, what types of > things do you use it for? > > We bought it and are looking at using it, but it is tedious so I want to > make sure we don’t invest a lot of time and money into it if it’s not widely > used enough for BMC to keep it around. > > Thanks, > > *Shawn Pierson * > Remedy Developer | Southern Union > > > Private and confidential as detailed > here<http://www.sug.com/disclaimers/default.htm#Mail>. > If you cannot access hyperlink, please e-mail sender. > _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: "Where the Answers > Are"_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: "Where the Answers Are"
Re: Who is using SRM?
> if it's not widely used enough for BMC to keep it around. If it helps in your decision, SRM is seen as an extremely critical component in the BSM strategy for BMC. I know of no currently discussed scenario where SRM would be dropped from the portfolio. -David J. Easter Sr. Product Manager, Solution Strategy and Development BMC Software, Inc. The opinions, statements, and/or suggested courses of action expressed in this E-mail do not necessarily reflect those of BMC Software, Inc. My voluntary participation in this forum is not intended to convey a role as a spokesperson, liaison or public relations representative for BMC Software, Inc. From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Pierson, Shawn Sent: Tuesday, April 21, 2009 8:37 AM To: arslist@ARSLIST.ORG Subject: Who is using SRM? ** Good morning, This should be a rather simple question. How many of you are using BMC's SRM module in production currently? If you are using it, what types of things do you use it for? We bought it and are looking at using it, but it is tedious so I want to make sure we don't invest a lot of time and money into it if it's not widely used enough for BMC to keep it around. Thanks, Shawn Pierson Remedy Developer | Southern Union Private and confidential as detailed here<http://www.sug.com/disclaimers/default.htm#Mail>. If you cannot access hyperlink, please e-mail sender. _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: "Where the Answers Are"_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: "Where the Answers Are"
Re: Who is using SRM?
We went live with 2.2 a month ago. The current deployment covers roughly 70
internal and external non-billable IT service types with the most popular
obviously being 'Report an Incident'. Future plans include adding billable IT
services for our external customers.
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Pierson, Shawn
Sent: Tuesday, April 21, 2009 8:37 AM
To: arslist@ARSLIST.ORG
Subject: Who is using SRM?
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Good morning,
This should be a rather simple question. How many of you are using BMC's SR=
M module in production currently? If you are using it, what types of things=
do you use it for?
We bought it and are looking at using it, but it is tedious so I want to mak=
e sure we don't invest a lot of time and money into it if it's not widely us=
ed enough for BMC to keep it around.
Thanks,
Shawn Pierson
Remedy Developer | Southern Union
Private and confidential as detailed here: http://www.sug.com/disclaimers/de=
fault.htm#Mail . If you cannot access the link, please e-mail sender.
___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Platinum Sponsor:rmisoluti...@verizon.net ARSlist: "Where the Answers Are"
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Good morning,
This should be a rather simple question. How many of you are usin=
g BMC’s SRM module in production currently? If you are using it,=
what types of things do you use it for?
We bought it and are looking at using it, but it is tedious so I want t=
o make sure we don’t invest a lot of time and money into it if it̵=
7;s not widely used enough for BMC to keep it around.
Thanks,
Shawn Pierson
Remedy Developer | Southern Union
Private and confidential as detailed http://www.sug.com/disclaimers/default.htm#Mail";>here. If you c=
annot access hyperlink, please e-mail sender.
_Platinum Sponsor: rmisoluti...@verizon.net ARSlist: "Where the Answers Are"_
--_000_FE1DBA4771FAE340A048A2439B10E98E4FC1CA3B6FSUHOUEXCMSA1P_--
___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
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Who is using SRM?
Good morning, This should be a rather simple question. How many of you are using BMC's SRM module in production currently? If you are using it, what types of things do you use it for? We bought it and are looking at using it, but it is tedious so I want to make sure we don't invest a lot of time and money into it if it's not widely used enough for BMC to keep it around. Thanks, Shawn Pierson Remedy Developer | Southern Union Private and confidential as detailed here: http://www.sug.com/disclaimers/default.htm#Mail . If you cannot access the link, please e-mail sender. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: "Where the Answers Are"
Adding an incident Field to SRM - Posted
I took Rick's advice and posted my Incident/SRM doc to the BMCDN: http://developer.bmc.com/communities/docs/DOC-6328 Anyone interested can have a look there. -scott philben ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: "Where the Answers Are"
Running SRM 2.2 patch 2 with Java 1.4.2
Hi All, We're running into trouble when running SRM 2.2 patch 2 on an application server (websphere) with Java 1.4.2. Specifically the problem is when creating a new Service Request the .jar file tries to create an instance id using a function Boolean.parseBoolean(string) that has only been introduced in java 1.5. I have adapted the active links so that it will generate an instance id in ars for the request itself, but it seems to be unable to save the questions (patch 2 introduces the options to save more than 10 questions). I wonder if anyone else is running (or trying to run) the same combination and maybe found a workaround? Talking to bmc support it has been, well, euhm, unproductive. Unfortunately there is no option at this time to upgrade websphere to Java 1.5 since it's a cluster with all intranet applications for a large corporation. ARServer 7.0.1 (latest patch) on AIX 5.3 Oracle 10db (AIX) Midtier 7.0.1 (latest patch) running on Websphere 6.0 with IBM Java 1.4.2 Many thanks, Sebastiaan de Man ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: "Where the Answers Are"
Re: Adding an Incident field to SRM
Scott, I would like a copy of this is you could send it to me. Kevin Begosh, RSP Tech Ops Enterprise Business Services 301-791-3540 Phone 410-422-3623 Cell kevin.beg...@lmco.com -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of SCOTT PHILBEN Sent: Monday, April 06, 2009 1:14 PM To: arslist@ARSLIST.ORG Subject: Adding an Incident field to SRM All: SRM 2.2 patch 002 ITSM 7.3 patch 009 I recently was tasked to add an "Asset Tag" field to SRM that would ask the User for his Asset Tag and then pass the data to the Incident and create a relationship to the affected asset (if there is one) on the Relationships Tab. I was able to use some temporary display only fields to do the work (since I didn't want to add any fields to the form) on the HPD:Help Desk form (plus a couple of filters) but when I tried to create a field in SRM to capture the data and pass it on to Incident, I got nothing but errors (ARERR 311 to be exact). So I worked with BMC to find out why. It turns out that not only do you have to configure SRM to use a specific field on the Incident form, which is fairly not straightforward, you have to update the HPD:Help Desk staging form (which sits between SRM and HPD:Help Desk) and update a Filter that pushes the staging form data to Incident. Needless to say, none of this is documented. And (shocker!) BMC doesn't even follow its own recommendations when it comes to staging forms or filter creation (they have the "Matching IDs" option for a reason). So, to make it less painful for the next person, I wrote it all up in a little document which I would like to attach to this post. But I can't. So if anyone else out there would like a copy of the Word doc, let me know. -scott philben sphil...@mac.com ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: "Where the Answers Are" ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: "Where the Answers Are"
Re: Adding an Incident field to SRM
Scott, thanks for doing this. Could I suggest that you submit it to the BMCDN? That way you can just post the link to the doc, and it will be there to help whoever needs it. Rick Sent from my Verizon Wireless BlackBerry -Original Message- From: Tami Palacky Date: Tue, 7 Apr 2009 06:33:25 To: Subject: Re: Adding an Incident field to SRM Scott, i would be interested in this documentation as i have been working with the SRM application myself and have run into numerous roadblocks due to lack of documentation. Thank you On Apr 6, 3:13 pm, SCOTT PHILBEN wrote: > All: > > SRM 2.2 patch 002 > ITSM 7.3 patch 009 > > I recently was tasked to add an "Asset Tag" field to SRM that would ask the > User for his Asset Tag and then pass the data to the Incident and create a > relationship to the affected asset (if there is one) on the Relationships > Tab. I was able to use some temporary display only fields to do the work > (since I didn't want to add any fields to the form) on the HPD:Help Desk form > (plus a couple of filters) but when I tried to create a field in SRM to > capture the data and pass it on to Incident, I got nothing but errors (ARERR > 311 to be exact). So I worked with BMC to find out why. It turns out that not > only do you have to configure SRM to use a specific field on the Incident > form, which is fairly not straightforward, you have to update the HPD:Help > Desk staging form (which sits between SRM and HPD:Help Desk) and update a > Filter that pushes the staging form data to Incident. > > Needless to say, none of this is documented. And (shocker!) BMC doesn't even > follow its own recommendations when it comes to staging forms or filter > creation (they have the "Matching IDs" option for a reason). > > So, to make it less painful for the next person, I wrote it all up in a > little document which I would like to attach to this post. But I can't. So if > anyone else out there would like a copy of the Word doc, let me know. > > -scott philben > sphil...@mac.com > >___ > UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org > Platinum Sponsor: RMI Solutions ARSlist: "Where the Answers Are" ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: "Where the Answers Are"
Re: Adding an Incident field to SRM
Scott, i would be interested in this documentation as i have been working with the SRM application myself and have run into numerous roadblocks due to lack of documentation. Thank you On Apr 6, 3:13 pm, SCOTT PHILBEN wrote: > All: > > SRM 2.2 patch 002 > ITSM 7.3 patch 009 > > I recently was tasked to add an "Asset Tag" field to SRM that would ask the > User for his Asset Tag and then pass the data to the Incident and create a > relationship to the affected asset (if there is one) on the Relationships > Tab. I was able to use some temporary display only fields to do the work > (since I didn't want to add any fields to the form) on the HPD:Help Desk form > (plus a couple of filters) but when I tried to create a field in SRM to > capture the data and pass it on to Incident, I got nothing but errors (ARERR > 311 to be exact). So I worked with BMC to find out why. It turns out that not > only do you have to configure SRM to use a specific field on the Incident > form, which is fairly not straightforward, you have to update the HPD:Help > Desk staging form (which sits between SRM and HPD:Help Desk) and update a > Filter that pushes the staging form data to Incident. > > Needless to say, none of this is documented. And (shocker!) BMC doesn't even > follow its own recommendations when it comes to staging forms or filter > creation (they have the "Matching IDs" option for a reason). > > So, to make it less painful for the next person, I wrote it all up in a > little document which I would like to attach to this post. But I can't. So if > anyone else out there would like a copy of the Word doc, let me know. > > -scott philben > sphil...@mac.com > > ___ > UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org > Platinum Sponsor: RMI Solutions ARSlist: "Where the Answers Are" ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: "Where the Answers Are"
Adding an Incident field to SRM
All: SRM 2.2 patch 002 ITSM 7.3 patch 009 I recently was tasked to add an "Asset Tag" field to SRM that would ask the User for his Asset Tag and then pass the data to the Incident and create a relationship to the affected asset (if there is one) on the Relationships Tab. I was able to use some temporary display only fields to do the work (since I didn't want to add any fields to the form) on the HPD:Help Desk form (plus a couple of filters) but when I tried to create a field in SRM to capture the data and pass it on to Incident, I got nothing but errors (ARERR 311 to be exact). So I worked with BMC to find out why. It turns out that not only do you have to configure SRM to use a specific field on the Incident form, which is fairly not straightforward, you have to update the HPD:Help Desk staging form (which sits between SRM and HPD:Help Desk) and update a Filter that pushes the staging form data to Incident. Needless to say, none of this is documented. And (shocker!) BMC doesn't even follow its own recommendations when it comes to staging forms or filter creation (they have the "Matching IDs" option for a reason). So, to make it less painful for the next person, I wrote it all up in a little document which I would like to attach to this post. But I can't. So if anyone else out there would like a copy of the Word doc, let me know. -scott philben sphil...@mac.com ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: "Where the Answers Are"
Re: SRM and Reopening Inicdents -- SOLVED
I understand where you're coming from, however I think I can also see where BMC is coming from. The problem is that an SRD can involve a complex set of tasks that may involve several different record types. For example, if you create an SRD to onboard an employee, there will be multiple different back-end requests, some of which may include multiple tasks to different groups. In a case like that, if the user reopens the Service Request, which back-end request should be reopened? Where do you start? Do you start at the beginning and work your way through again? Do you start with the last back-end request on the SRD? What if the problem with the request's fulfillment is somewhere in between. Given that, I can see why they wouldn't want to design it to reopen the backend request, because there may not be any reliable way to know which record to reopen. You could potentially say that if there's only one back-end request involved that it should open that, but determining that fact may not be as straight forward as you would think due to how the system is architected. Given that, I can see why they would only want to open a new Work Order. At least that way you are signaling to someone that there was a problem with the request's fulfillment, and they can determine where the problem is and which back-end request may need to be reopened. Lyle -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of SCOTT PHILBEN Sent: Friday, April 03, 2009 11:45 AM To: arslist@ARSLIST.ORG Subject: Re: SRM and Reopening Inicdents -- SOLVED Looks like I found the answer on BMC's website: Problem 20005347 Please refer to the updated Service Request Management 2.2.00 Release Notes page 16. These release notes were refreshed on the support web site, so be sure to have the most recent copy. Defect SW00261294 When working on the back-end requests created from a service request, you cannot reopen these requests (for example, an incident or a change) after they have been closed. Users can reopen a service request, but SRM has no process to handle situations when users reopen records from the back-end applications that are tied to the service request. This also means that when the Service Request is reopened, it creates a Work Order and does not reopen the Incident Huh? This is just shoddy work. If you give the user the ability to Reopen something, that ability should include all of the somethings that were previously opened. Having some stupid workaround involving Work Orders is not acceptable. Now I have to spend my time figuring out how to do it the right way. On Friday, April 03, 2009, at 12:04PM, "Savant, don...@dts" wrote: >Yes, we ran into this issue and debated it with BMC but it is working 'as >designed'. The only thing we could do with it is route the Work Order to the >Service Desk and have them update the back office entry accordingly. > >-Original Message- >From: Action Request System discussion list(ARSList) >[mailto:arsl...@arslist.org] On Behalf Of SCOTT PHILBEN >Sent: Friday, April 03, 2009 8:02 AM >To: arslist@ARSLIST.ORG >Subject: SRM and Reopening Inicdents > >All: > >I have SRM 2.2 patch 002 and I have an existing Request which created an >Incident. When the Support Person Resolves the Incident, a Survey request is >created for the User. When the User fills in the Survey and selects the >"Reopen the Service Request" option shouldn't the system reopen the Service >Request as well as the related Incident? > >Right now it does not appear to. And reading the Admin guide for SRM I see >this: > >If a service request is reopened, SRM does not reopen the original back-office >requests that were part of the request fulfillment process. Instead, SRM >creates a >new work order. > >What? I am not even using Work Orders! I want the Incident to be reopened! >Does this sound right? Has anyone else tried this? > >Please let me know... > > >-scott philben > >___ >UNSUBSCRIBE or access ARSlist Archives at www.arslist.org >Platinum Sponsor: RMI Solutions ARSlist: "Where the Answers Are" > >___ >UNSUBSCRIBE or access ARSlist Archives at www.arslist.org >Platinum Sponsor: RMI Solutions ARSlist: "Where the Answers Are" > > ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: "Where the Answers Are" NOTICE: This email message is for the sole use of the intended recipient(s) and may contain confide
Re: SRM and Reopening Inicdents -- SOLVED
Your Business, BMC's way! -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of SCOTT PHILBEN Sent: Friday, April 03, 2009 1:45 PM To: arslist@ARSLIST.ORG Subject: Re: SRM and Reopening Inicdents -- SOLVED Looks like I found the answer on BMC's website: Problem 20005347 Please refer to the updated Service Request Management 2.2.00 Release Notes page 16. These release notes were refreshed on the support web site, so be sure to have the most recent copy. Defect SW00261294 When working on the back-end requests created from a service request, you cannot reopen these requests (for example, an incident or a change) after they have been closed. Users can reopen a service request, but SRM has no process to handle situations when users reopen records from the back-end applications that are tied to the service request. This also means that when the Service Request is reopened, it creates a Work Order and does not reopen the Incident Huh? This is just shoddy work. If you give the user the ability to Reopen something, that ability should include all of the somethings that were previously opened. Having some stupid workaround involving Work Orders is not acceptable. Now I have to spend my time figuring out how to do it the right way. On Friday, April 03, 2009, at 12:04PM, "Savant, don...@dts" wrote: >Yes, we ran into this issue and debated it with BMC but it is working 'as designed'. The only thing we could do with it is route the Work Order to the Service Desk and have them update the back office entry accordingly. > >-Original Message- >From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of SCOTT PHILBEN >Sent: Friday, April 03, 2009 8:02 AM >To: arslist@ARSLIST.ORG >Subject: SRM and Reopening Inicdents > >All: > >I have SRM 2.2 patch 002 and I have an existing Request which created an Incident. When the Support Person Resolves the Incident, a Survey request is created for the User. When the User fills in the Survey and selects the "Reopen the Service Request" option shouldn't the system reopen the Service Request as well as the related Incident? > >Right now it does not appear to. And reading the Admin guide for SRM I see this: > >If a service request is reopened, SRM does not reopen the original back-office >requests that were part of the request fulfillment process. Instead, SRM creates a >new work order. > >What? I am not even using Work Orders! I want the Incident to be reopened! Does this sound right? Has anyone else tried this? > >Please let me know... > > >-scott philben > >___ >UNSUBSCRIBE or access ARSlist Archives at www.arslist.org >Platinum Sponsor: RMI Solutions ARSlist: "Where the Answers Are" > >___ >UNSUBSCRIBE or access ARSlist Archives at www.arslist.org >Platinum Sponsor: RMI Solutions ARSlist: "Where the Answers Are" > > ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: "Where the Answers Are" DISCLAIMER Important! This message is intended for the above named person(s) only and is CONFIDENTIAL AND PROPRIETARY. If you are not the intended recipient of this e-mail and have received it in error, please immediately notify the sender by return email and then delete it from your mailbox. This message may be protected by the attorney-client privilege and/or work product doctrine. Accessing, copying, disseminating or re-using any of the information contained in this e-mail by anyone other than the intended recipient is strictly prohibited. Finally, you should check this email and any attachments for the presence of viruses, as the sender accepts no liability for any damage caused by any virus transmitted by this email. Thank you. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: "Where the Answers Are"
Re: SRM and Reopening Inicdents -- SOLVED
Looks like I found the answer on BMC's website: Problem 20005347 Please refer to the updated Service Request Management 2.2.00 Release Notes page 16. These release notes were refreshed on the support web site, so be sure to have the most recent copy. Defect SW00261294 When working on the back-end requests created from a service request, you cannot reopen these requests (for example, an incident or a change) after they have been closed. Users can reopen a service request, but SRM has no process to handle situations when users reopen records from the back-end applications that are tied to the service request. This also means that when the Service Request is reopened, it creates a Work Order and does not reopen the Incident Huh? This is just shoddy work. If you give the user the ability to Reopen something, that ability should include all of the somethings that were previously opened. Having some stupid workaround involving Work Orders is not acceptable. Now I have to spend my time figuring out how to do it the right way. On Friday, April 03, 2009, at 12:04PM, "Savant, don...@dts" wrote: >Yes, we ran into this issue and debated it with BMC but it is working 'as >designed'. The only thing we could do with it is route the Work Order to the >Service Desk and have them update the back office entry accordingly. > >-Original Message- >From: Action Request System discussion list(ARSList) >[mailto:arsl...@arslist.org] On Behalf Of SCOTT PHILBEN >Sent: Friday, April 03, 2009 8:02 AM >To: arslist@ARSLIST.ORG >Subject: SRM and Reopening Inicdents > >All: > >I have SRM 2.2 patch 002 and I have an existing Request which created an >Incident. When the Support Person Resolves the Incident, a Survey request is >created for the User. When the User fills in the Survey and selects the >"Reopen the Service Request" option shouldn't the system reopen the Service >Request as well as the related Incident? > >Right now it does not appear to. And reading the Admin guide for SRM I see >this: > >If a service request is reopened, SRM does not reopen the original back-office >requests that were part of the request fulfillment process. Instead, SRM >creates a >new work order. > >What? I am not even using Work Orders! I want the Incident to be reopened! >Does this sound right? Has anyone else tried this? > >Please let me know... > > >-scott philben > >___ >UNSUBSCRIBE or access ARSlist Archives at www.arslist.org >Platinum Sponsor: RMI Solutions ARSlist: "Where the Answers Are" > >___ >UNSUBSCRIBE or access ARSlist Archives at www.arslist.org >Platinum Sponsor: RMI Solutions ARSlist: "Where the Answers Are" > > ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: "Where the Answers Are"
Re: SRM and Reopening Inicdents
Yes, we ran into this issue and debated it with BMC but it is working 'as designed'. The only thing we could do with it is route the Work Order to the Service Desk and have them update the back office entry accordingly. -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of SCOTT PHILBEN Sent: Friday, April 03, 2009 8:02 AM To: arslist@ARSLIST.ORG Subject: SRM and Reopening Inicdents All: I have SRM 2.2 patch 002 and I have an existing Request which created an Incident. When the Support Person Resolves the Incident, a Survey request is created for the User. When the User fills in the Survey and selects the "Reopen the Service Request" option shouldn't the system reopen the Service Request as well as the related Incident? Right now it does not appear to. And reading the Admin guide for SRM I see this: If a service request is reopened, SRM does not reopen the original back-office requests that were part of the request fulfillment process. Instead, SRM creates a new work order. What? I am not even using Work Orders! I want the Incident to be reopened! Does this sound right? Has anyone else tried this? Please let me know... -scott philben ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: "Where the Answers Are" ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: "Where the Answers Are"
SRM and Reopening Inicdents
All: I have SRM 2.2 patch 002 and I have an existing Request which created an Incident. When the Support Person Resolves the Incident, a Survey request is created for the User. When the User fills in the Survey and selects the "Reopen the Service Request" option shouldn't the system reopen the Service Request as well as the related Incident? Right now it does not appear to. And reading the Admin guide for SRM I see this: If a service request is reopened, SRM does not reopen the original back-office requests that were part of the request fulfillment process. Instead, SRM creates a new work order. What? I am not even using Work Orders! I want the Incident to be reopened! Does this sound right? Has anyone else tried this? Please let me know... -scott philben ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: "Where the Answers Are"
Re: SRM 2.2 Configuration
Here is the complete list. 1. Create *Navigational Categories* 2. Create* Operational Categories * 3. Create* Assignment Configuration* 4. Create *Task Templates* 5. Create a *Task Group Template* for the above the Task Templates 6. Create a *Work Order/Change/Incident template* and attach the above Task Group/Task Templates to the Work Order/Change template. If using a template, you can directly configure the assignment on the Template and can skip step 3. 1. Create an AOT and attach the above Work Order/Change/Incident template 2. Create a PDT and attach the above AOT. 3. Create a SRD and attach the above PDT. (If the SRD doesn't require any approval, uncheck all on Approvals tab and set the flag "Needs Approval" to No on the Service Request Tab. Save it as a Draft and then move it to "Request for Approval".) Please note that I haven't mentioned anything about question mappings or attaching any advance interface forms on the SRD. Thanks Mahesh On Wed, Apr 1, 2009 at 12:46 PM, Mahesh Chandra wrote: > Assuming that you are trying to confguring a Service Request Process > (Standard Service Request). > > 1. Create Task Templates > 2. Create a Task Group Template for the above the Task Templates > 3.Create a Work Order/Change/Incident and attach the above Task Group/Task > Templates to the Work Order/Change template > 4. Create an AOT and attach the above Work Order/Change/Incident template > 5. Create a PDT and attach the above AOT. > 6. Create a SRD and attach the above PDT. (If the SRD doesn't require any > approval, uncheck all on Approvals tab and set the flag "Needs Approval" to > No on the Service Request Tab. Save it as a Draft and then move it to > "Request for Approval".) > > Please note that I haven't mentioned anything about question mappings or > attaching any advance interface forms on the SRD. > > Thanks > Mahesh > > On Wed, Apr 1, 2009 at 8:54 AM, manoj jain wrote: > >> ** Hi All, >> >> I am doing the SRM 2.2 configuration but it is not working means i am >> unable to create Process Definition Template in active state. >> While creation its giving error >> >> "Process Definition not associated with your pdt" ? >> >> so please guide me where i am wrong and whats the problem? >> >> Thanks & Regards, >> Manoj Jain >> __Platinum Sponsor: RMI Solutions ARSlist: "Where the Answers Are" html___ >> > > > ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: "Where the Answers Are"
Re: SRM 2.2 Configuration
Assuming that you are trying to confguring a Service Request Process (Standard Service Request). 1. Create Task Templates 2. Create a Task Group Template for the above the Task Templates 3.Create a Work Order/Change/Incident and attach the above Task Group/Task Templates to the Work Order/Change template 4. Create an AOT and attach the above Work Order/Change/Incident template 5. Create a PDT and attach the above AOT. 6. Create a SRD and attach the above PDT. (If the SRD doesn't require any approval, uncheck all on Approvals tab and set the flag "Needs Approval" to No on the Service Request Tab. Save it as a Draft and then move it to "Request for Approval".) Please note that I haven't mentioned anything about question mappings or attaching any advance interface forms on the SRD. Thanks Mahesh On Wed, Apr 1, 2009 at 8:54 AM, manoj jain wrote: > ** Hi All, > > I am doing the SRM 2.2 configuration but it is not working means i am > unable to create Process Definition Template in active state. > While creation its giving error > > "Process Definition not associated with your pdt" ? > > so please guide me where i am wrong and whats the problem? > > Thanks & Regards, > Manoj Jain > __Platinum Sponsor: RMI Solutions ARSlist: "Where the Answers Are" html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: "Where the Answers Are"
SRM 2.2 Configuration
Hi All, I am doing the SRM 2.2 configuration but it is not working means i am unable to create Process Definition Template in active state. While creation its giving error "Process Definition not associated with your pdt" ? so please guide me where i am wrong and whats the problem? Thanks & Regards, Manoj Jain ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: "Where the Answers Are"
Looking for BMC Remedy SRM users
Dear ARSList members, I'm a product manager doing some SRM market research to help direct my companies future product direction. As such I'd be very interested in speaking to anyone that has deployed the SRM solution in the past, or is in the process of deploying the SRM solution. Or in fact has deployed any SRM solution, including non-BMC SRM solutions. If you fit this description, and you have 15 minutes of time to spare me, and you'd be interested in contributing to the future of mobile SRM, then please email me directly with your interest. Thanks, Andrew Andrew Hogg Product Management Aeroprise ah...@aeroprise.com ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: "Where the Answers Are"
Re: SRM 2.2 - hide Add to Cart button
Raido, That button exists in the form SRS:ServiceRequestConsole - you'll find it on the "Provide Information" tab (field ID: 303493500, database label: z3Btn_AddToCartSRD) Hope that helps! Eli From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Raido Oja Sent: Monday, March 09, 2009 11:22 AM To: arslist@ARSLIST.ORG Subject: SRM 2.2 - hide Add to Cart button ** Hi All, I just can't find a way to hide the "Add to Cart" button on the Request Entry console. It does not seem to be defined on the HTML source components that you could modify from Application Adminstration Console. Can anyone point me in the right direction? Thanks, Raido __Platinum Sponsor: RMI Solutions ARSlist: "Where the Answers Are" html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: "Where the Answers Are"
SRM 2.2 - hide Add to Cart button
Hi All, I just can't find a way to hide the "Add to Cart" button on the Request Entry console. It does not seem to be defined on the HTML source components that you could modify from Application Adminstration Console. Can anyone point me in the right direction? Thanks, Raido ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: "Where the Answers Are"
Re: Remedy 7.5 SLM & SRM
Thanks David...much appreciated. From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Easter, David Sent: Tuesday, January 20, 2009 4:15 PM To: arslist@ARSLIST.ORG Subject: Re: Remedy 7.5 SLM & SRM ** The next version of SLM is, I believe, slated for early 2009. The next version of SRM is, I believe, slated for Summer 2009. For official statements, though, it's best to contact your BMC Sales individual. -David J. Easter Sr. Product Manager, Solution Strategy and Development BMC Software, Inc. The opinions, statements, and/or suggested courses of action expressed in this E-mail do not necessarily reflect those of BMC Software, Inc. My voluntary participation in this forum is not intended to convey a role as a spokesperson, liaison or public relations representative for BMC Software, Inc. From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Rob Cvetkovski Sent: Tuesday, January 20, 2009 12:36 PM To: arslist@ARSLIST.ORG Subject: Remedy 7.5 SLM & SRM ** Does anyone know if/when the Remedy 7.5 install will be available for SLM & SRM? Currently only ARS, Service Desk, Change, Asset & CMDB have a 7.5.00 installer. Are there new releases for these two modules. Rob Cvetkovski, Staff Consultant Burntsand Inc. 185 The West Mall Suite 600 Toronto ON M9C 5L5 Tel: (416) 234-3839 Cell: (416) 917-7231 www.burntsand.com <http://www.burntsand.com/> __Platinum Sponsor: RMI Solutions ARSlist: "Where the Answers Are" html___ __Platinum Sponsor: RMI Solutions ARSlist: "Where the Answers Are" html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: "Where the Answers Are"
Re: Remedy 7.5 SLM & SRM
The next version of SLM is, I believe, slated for early 2009. The next version of SRM is, I believe, slated for Summer 2009. For official statements, though, it's best to contact your BMC Sales individual. -David J. Easter Sr. Product Manager, Solution Strategy and Development BMC Software, Inc. The opinions, statements, and/or suggested courses of action expressed in this E-mail do not necessarily reflect those of BMC Software, Inc. My voluntary participation in this forum is not intended to convey a role as a spokesperson, liaison or public relations representative for BMC Software, Inc. From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Rob Cvetkovski Sent: Tuesday, January 20, 2009 12:36 PM To: arslist@ARSLIST.ORG Subject: Remedy 7.5 SLM & SRM ** Does anyone know if/when the Remedy 7.5 install will be available for SLM & SRM? Currently only ARS, Service Desk, Change, Asset & CMDB have a 7.5.00 installer. Are there new releases for these two modules. Rob Cvetkovski, Staff Consultant Burntsand Inc. 185 The West Mall Suite 600 Toronto ON M9C 5L5 Tel: (416) 234-3839 Cell: (416) 917-7231 www.burntsand.com <http://www.burntsand.com/> __Platinum Sponsor: RMI Solutions ARSlist: "Where the Answers Are" html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: "Where the Answers Are"
Re: Automate report from escalation (was: Remedy 7.5 SLM & SRM)
Escalations cannot run Active Links, they can only execute filters. To run a macro from the server you need to do a Run Process action and execute the runmacro command with the correct parameters. Fred From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Trevino, Rick Sent: Tuesday, January 20, 2009 2:44 PM To: arslist@ARSLIST.ORG Subject: Re: Remedy 7.5 SLM & SRM ** Hello everyone, I am trying to automate a report with an escalation and active link. The escalation sets a flag to run=yes The active link should then trigger a run macro when run = yes on modify The escalation runs and sets the flag but the active link does not trigger Does anyone have any ideas on what I could try, Our operating systems is windows and we are in Remedy version 7.1 Thanks Rick ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: "Where the Answers Are"
Re: Remedy 7.5 SLM & SRM
Hello everyone, I am trying to automate a report with an escalation and active link. The escalation sets a flag to run=yes The active link should then trigger a run macro when run = yes on modify The escalation runs and sets the flag but the active link does not trigger Does anyone have any ideas on what I could try, Our operating systems is windows and we are in Remedy version 7.1 Thanks Rick From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Rob Cvetkovski Sent: Tuesday, January 20, 2009 2:36 PM To: arslist@ARSLIST.ORG Subject: Remedy 7.5 SLM & SRM Does anyone know if/when the Remedy 7.5 install will be available for SLM & SRM? Currently only ARS, Service Desk, Change, Asset & CMDB have a 7.5.00 installer. Are there new releases for these two modules. Rob Cvetkovski, Staff Consultant Burntsand Inc. 185 The West Mall Suite 600 Toronto ON M9C 5L5 Tel: (416) 234-3839 Cell: (416) 917-7231 www.burntsand.com <http://www.burntsand.com/> __Platinum Sponsor: RMI Solutions ARSlist: "Where the Answers Are" html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: "Where the Answers Are"
Remedy 7.5 SLM & SRM
Does anyone know if/when the Remedy 7.5 install will be available for SLM & SRM? Currently only ARS, Service Desk, Change, Asset & CMDB have a 7.5.00 installer. Are there new releases for these two modules. Rob Cvetkovski, Staff Consultant Burntsand Inc. 185 The West Mall Suite 600 Toronto ON M9C 5L5 Tel: (416) 234-3839 Cell: (416) 917-7231 www.burntsand.com <http://www.burntsand.com/> ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: "Where the Answers Are"
Re: SRM approval - license
Lee, Approvers can approve/reject SRM request without a write license. However, Approver needs a write license if he/she needs to do modify(update other fields) the record. Regards, Anish On Tue, Jan 13, 2009 at 12:33 PM, lee wrote: > Hi, > > > > I have customized the SRM approval form in that it is a copy of the > existing SRM approval form but with added fields for the questions > from SRM to be pushed to it. > > > > Anyway, I have an issue with non licensed users approving requests. > > It says that the approval status and individual/group fields cannot be > accessed due to no write license. > > > > Now the approver is just an end user with no license but needs to > approve the request. > > The submitter mode is locked. > > > > Does the approver need to have a floating license in order to approve > requests? > > > > I haven't noted the out of the box approvals yet (I need to change the > workflow to point to the old way for SRM but don't have the time) > > > > Any ideas? > > > > Thanks > > > ___ > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org > Platinum Sponsor: RMI Solutions ARSlist: "Where the Answers Are" > ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: "Where the Answers Are"
SRM approval - license
Hi, I have customized the SRM approval form in that it is a copy of the existing SRM approval form but with added fields for the questions from SRM to be pushed to it. Anyway, I have an issue with non licensed users approving requests. It says that the approval status and individual/group fields cannot be accessed due to no write license. Now the approver is just an end user with no license but needs to approve the request. The submitter mode is locked. Does the approver need to have a floating license in order to approve requests? I haven't noted the out of the box approvals yet (I need to change the workflow to point to the old way for SRM but don't have the time) Any ideas? Thanks ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: "Where the Answers Are"
SRM - Customize DVF in main window
Hello everyone, Has anyone managed to manipulate the DVF that contains the main window and service catalogue funcionality in BMC Remedy SRM? Anyone would be so gentle to provide some guidance on where to find the java code in order to hide or disable the ADD TO CART button? DVF functionality is powerful but it leaves you in very bad shape if you are not familiar with external programming languages, needless to say it is kind of odd that one cannot easily customize the application and it is an AR System based application, you expect to have direct full control of objects and workflow via Remedy Administrator. Thank you, BR, -Mauricio ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
Re: SRM installation issue
Also, right click on the box that displays the X and look at the path that it shows in the properties. Match the context URL in that path to what is set in the server configuration in the Mid-tier configuration where you add servers. If that same server name is not added as it appears in the properties of that DVF, then set that. Joe From: SCOTT PHILBEN <[EMAIL PROTECTED]> To: arslist@ARSLIST.ORG Sent: Wednesday, November 19, 2008 10:20:10 AM Subject: SRM installation issue Listers: I just finished installing SRM 2.2 p1 on an ARS 7.1 p8 server. I followed the instructions in the Configuration Guide (page 28 - 29) to set up the Mid Tier so that I could view Service Categories in the Data Visualization Field (DVF). Everything works fine, I can see data in the DVF field on the Request Entry form but I cannot see the little graphical pictures that go with the Service Categories. All I see is a little square with a red "X" in it (in IE) or a broken file icon (in Firefox). Anyone else see this? I have the Fully Qualified Domain Name (FQDN) listed everywhere in the Remedy app that the configuration guide called for (which I though strange since I haven't used the FQDN up to this point in Remedy) but it doesn't seem to work. Any ideas would be appreciated. -scott philben ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
Re: SRM - "Add to favorites" and "Add to cart"
You may need to check out the jsp files in order to see the code of this buttons and remove the references Regards Hugo Ruesga perotsystems® US 972.577.7000MX +52 (33) 3332.3868 P Please consider the environment before printing this email The information contained in and transferred with this electronic message is intended only for the recipient(s) designated above, it is protected by law and it may contain information which is privileged and confidential. If you are not the intended recipient, please do not read, copy, or use it, and do not disclose it to others. Please notify the sender of the delivery error by replying to this message, and then delete it from your system. Thank you. > Date: Wed, 19 Nov 2008 12:57:42 -0600> From: [EMAIL PROTECTED]> Subject: SRM > - "Add to favorites" and "Add to cart"> To: arslist@ARSLIST.ORG> > Hello > everyone,> > Does anyone know how to disable ADD TO FAVORITES and ADD TO > CART> buttons in BMC Remedy Service Request Management?> > Any help or advice > would be greatfully appreciated ...> > BR,> Mauricio> > > ___> > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org> Platinum Sponsor: > www.rmsportal.com ARSlist: "Where the Answers Are" _ Realiza búsquedas en Internet y llévate hasta ¡Un Auto! http://www.ganabuscando.com/Default.aspx ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
SRM - "Add to favorites" and "Add to cart"
Hello everyone, Does anyone know how to disable ADD TO FAVORITES and ADD TO CART buttons in BMC Remedy Service Request Management? Any help or advice would be greatfully appreciated ... BR, Mauricio ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
Re: SRM installation issue
Scott, restart your web server and check again. It's been a few months for me but BMC support may have a hotfix for this. > Listers: > > I just finished installing SRM 2.2 p1 on an ARS 7.1 p8 server. I followed > the instructions in the Configuration Guide (page 28 - 29) to set up the > Mid Tier so that I could view Service Categories in the Data Visualization > Field (DVF). Everything works fine, I can see data in the DVF field on the > Request Entry form but I cannot see the little graphical pictures that go > with the Service Categories. All I see is a little square with a red "X" > in it (in IE) or a broken file icon (in Firefox). > > Anyone else see this? I have the Fully Qualified Domain Name (FQDN) listed > everywhere in the Remedy app that the configuration guide called for > (which I though strange since I haven't used the FQDN up to this point in > Remedy) but it doesn't seem to work. > > Any ideas would be appreciated. > > -scott philben > ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
SRM installation issue
Listers: I just finished installing SRM 2.2 p1 on an ARS 7.1 p8 server. I followed the instructions in the Configuration Guide (page 28 - 29) to set up the Mid Tier so that I could view Service Categories in the Data Visualization Field (DVF). Everything works fine, I can see data in the DVF field on the Request Entry form but I cannot see the little graphical pictures that go with the Service Categories. All I see is a little square with a red "X" in it (in IE) or a broken file icon (in Firefox). Anyone else see this? I have the Fully Qualified Domain Name (FQDN) listed everywhere in the Remedy app that the configuration guide called for (which I though strange since I haven't used the FQDN up to this point in Remedy) but it doesn't seem to work. Any ideas would be appreciated. -scott philben ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
Re: Identify an incident that originated from SRM
In the upper right-hand corner of the Incident, you should see a 'View Service
Request' link on those entries that came from an SR. Of course if you've set
the system parameter that generates SR's for Incident submission, they'll all
have this but if you haven't, it should work for you.
-Original Message-
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED]
On Behalf Of Steven Iocco
Sent: Friday, November 07, 2008 11:25 AM
To: arslist@ARSLIST.ORG
Subject: Identify an incident that originated from SRM
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Hi folks. Just wondering if there is a field or ID on the incident form th=
at identifies if an incident originated from the SRM. I imagine there is o=
ne and could probably find it but thought it might be quicker to ask the li=
st.
Thanks
Steve
___
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Hi folks. =3B Just wondering if there is a field or ID on the incident =
form that identifies if an incident originated from the SRM. =3B I imag=
ine there is one and could probably find it but thought it might be quicker=
to ask the list.
Thanks
Steve
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__Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" html___
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Identify an incident that originated from SRM
Hi folks. Just wondering if there is a field or ID on the incident form that identifies if an incident originated from the SRM. I imagine there is one and could probably find it but thought it might be quicker to ask the list. Thanks Steve ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
Re: SRM 2.2 Warning
Yes Peter!!! the user is in people form. He is administrator, can navigate other consoles. Thank you for your response. Vyas. On Thu, Nov 6, 2008 at 8:21 PM, PCR Remedy <[EMAIL PROTECTED]> wrote: > ** You user exists in CTM:People form ? > > Peter > > On Wed, Nov 5, 2008 at 3:38 PM, Sree Vyas <[EMAIL PROTECTED]> wrote: > >> ** >> Hello List, >> >> Did anyone faced this warning while opning Request entry console in >> Service Request Managemant. >> "Logged in user not recognized. Contact your Service Request Management >> administrator. Now closing Request Entry. (ARWARN 150109)" >> >> Can anyone suggest what is the meaning of this Warining.. User having SRM >> Admin previlages too... >> >> we rcently upgraded SRM 2.0 to 2.2 >> >> Regards, >> Vyas. >> __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" >> html___ >> > > __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" > html___ > ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
Re: SRM 2.2 Warning
You user exists in CTM:People form ? Peter On Wed, Nov 5, 2008 at 3:38 PM, Sree Vyas <[EMAIL PROTECTED]> wrote: > ** Hello List, > > Did anyone faced this warning while opning Request entry console in > Service Request Managemant. > "Logged in user not recognized. Contact your Service Request Management > administrator. Now closing Request Entry. (ARWARN 150109)" > > Can anyone suggest what is the meaning of this Warining.. User having SRM > Admin previlages too... > > we rcently upgraded SRM 2.0 to 2.2 > > Regards, > Vyas. > __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" > html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
SRM 2.2 Warning
Hello List, Did anyone faced this warning while opning Request entry console in Service Request Managemant. "Logged in user not recognized. Contact your Service Request Management administrator. Now closing Request Entry. (ARWARN 150109)" Can anyone suggest what is the meaning of this Warining.. User having SRM Admin previlages too... we rcently upgraded SRM 2.0 to 2.2 Regards, Vyas. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
SRM 2.2 - Data Initialization
Following several rounds of testing, we're now attempting to initialize the Service Request form and associated data before rollout. According to support, there is no means to remove the SRM test data, they're recommending a completely fresh install and re-configuration. Considering the time investment we've already made in development, we are looking for other alternatives. Has anyone identified all the SRM forms one would need to purge the system while retaining SRD's, AOT's, PDT's, etc...? Thanks in advance. - Don ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
Re: Problem create Incidents from SRM 2.1
Hi Jason It's correct, my requester is registered in CTM:People, I can create incidents directly without problem in HPD:Help Desk with the same requester Thanks in advance De: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] En nombre de Jason Enviado el: Martes, 07 de Octubre de 2008 12:54 p.m. Para: arslist@ARSLIST.ORG Asunto: Re: Problem create Incidents from SRM 2.1 ** Are you using a registered requester that has valid location information setup in CTM:People? It pulls that information from there. Allowing quests to submit requests requires a little more configuration. Tenancy mode must be set to Single-Tenancy and you must have ar config set to allow guest users. Then go into the Application Administrator console. Custom Configuration. Requester Console > Configuration > Application Settings. From teh SRM Application Settings Window. Change Allow unknown users to Yes and enter a valid username in the Login ID field. Make sure the user exists in People and has valid location information. If you have multiple company's you'll need to build custom workflow if you want guests to submit requests. /r Jason - Original Message From: Guillermo Alfredo Torres Barron <[EMAIL PROTECTED]> To: arslist@ARSLIST.ORG Sent: Tuesday, October 7, 2008 7:52:03 PM Subject: Problem create Incidents from SRM 2.1 Hi Everybody I'm newbie in SRM, I try to submit incident from SRM, I configured the next - Incident Template - AOT - Process in SRM using AOT created before - SRD using the previous process, this SRD I have it in status Deployed However when I create a service request using the previous SRD the SRM doesn´t create anything in HPD:HelpDesk, appear a request entry in the SRM console, and in Event Error say: ARCreateEntry - The incident location information is invalid. Use the menus on the Region, Site Group, and Site fields or the type ahead return function on the Site field to select this information. How do I send those data to Incident Management, or I need configure something more? Arquitecture: Windows 2003 Standard Edition Oracle 10g ITSM 7.0.3 SRM 2.1 patch 001 Regards ... Este correo electronico es confidencial y/o puede contener informacion privilegiada. Si usted no es su destinatario o no es alguna persona autorizada por este para recibir sus correos electronicos, NO debera usted utilizar, copiar, revelar, o tomar ninguna accion basada en este correo electronico o cualquier otra informacion incluida en el, favor de notificar al remitente de inmediato mediante el reenvio de este correo electronico y borrar a continuacion totalmente este correo electronico y sus anexos. Nota: Los acentos y caracteres especiales fueron omitidos para su correcta lectura en cualquier medio electronico. This e-mail is confidential and/or may contain privileged information. If you are not the addressee or authorized to receive this for the addressee, you must not use, copy, disclose, or take any action based on this message or any other information herein, please advise the sender immediately by reply this e-mail and delete this e-mail and its attachments. ... ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org <http://www.arslist.org/> Platinum Sponsor: www.rmsportal.com <http://www.rmsportal.com/> ARSlist: "Where the Answers Are" __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" html___ ... Este correo electronico es confidencial y/o puede contener informacion privilegiada. Si usted no es su destinatario o no es alguna persona autorizada por este para recibir sus correos electronicos, NO debera usted utilizar, copiar, revelar, o tomar ninguna accion basada en este correo electronico o cualquier otra informacion incluida en el, favor de notificar al remitente de inmediato mediante el reenvio de este correo electronico y borrar a continuacion totalmente este correo electronico y sus anexos. Nota: Los acentos y caracteres especiales fueron omitidos para su correcta lectura en cualquier medio electronico. This e-mail is confidential and/or may contain privileged information. If you are not the addressee or authorized to receive this for the addressee, you must not use, copy, disclose, or take any action based on this message or any other information herein, please advise the sender immediately by reply this e-mail and delete this e-mail and its attachments. ... _
Re: Problem create Incidents from SRM 2.1
Are you using a registered requester that has valid location information setup in CTM:People? It pulls that information from there. Allowing quests to submit requests requires a little more configuration. Tenancy mode must be set to Single-Tenancy and you must have ar config set to allow guest users. Then go into the Application Administrator console. Custom Configuration. Requester Console > Configuration > Application Settings. From teh SRM Application Settings Window. Change Allow unknown users to Yes and enter a valid username in the Login ID field. Make sure the user exists in People and has valid location information. If you have multiple company's you'll need to build custom workflow if you want guests to submit requests. /r Jason - Original Message From: Guillermo Alfredo Torres Barron <[EMAIL PROTECTED]> To: arslist@ARSLIST.ORG Sent: Tuesday, October 7, 2008 7:52:03 PM Subject: Problem create Incidents from SRM 2.1 Hi Everybody I'm newbie in SRM, I try to submit incident from SRM, I configured the next - Incident Template - AOT - Process in SRM using AOT created before - SRD using the previous process, this SRD I have it in status Deployed However when I create a service request using the previous SRD the SRM doesn´t create anything in HPD:HelpDesk, appear a request entry in the SRM console, and in Event Error say: ARCreateEntry - The incident location information is invalid. Use the menus on the Region, Site Group, and Site fields or the type ahead return function on the Site field to select this information. How do I send those data to Incident Management, or I need configure something more? Arquitecture: Windows 2003 Standard Edition Oracle 10g ITSM 7.0.3 SRM 2.1 patch 001 Regards ... Este correo electronico es confidencial y/o puede contener informacion privilegiada. Si usted no es su destinatario o no es alguna persona autorizada por este para recibir sus correos electronicos, NO debera usted utilizar, copiar, revelar, o tomar ninguna accion basada en este correo electronico o cualquier otra informacion incluida en el, favor de notificar al remitente de inmediato mediante el reenvio de este correo electronico y borrar a continuacion totalmente este correo electronico y sus anexos. Nota: Los acentos y caracteres especiales fueron omitidos para su correcta lectura en cualquier medio electronico. This e-mail is confidential and/or may contain privileged information. If you are not the addressee or authorized to receive this for the addressee, you must not use, copy, disclose, or take any action based on this message or any other information herein, please advise the sender immediately by reply this e-mail and delete this e-mail and its attachments. ... ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
Problem create Incidents from SRM 2.1
Hi Everybody I'm newbie in SRM, I try to submit incident from SRM, I configured the next - Incident Template - AOT - Process in SRM using AOT created before - SRD using the previous process, this SRD I have it in status Deployed However when I create a service request using the previous SRD the SRM doesn´t create anything in HPD:HelpDesk, appear a request entry in the SRM console, and in Event Error say: ARCreateEntry - The incident location information is invalid. Use the menus on the Region, Site Group, and Site fields or the type ahead return function on the Site field to select this information. How do I send those data to Incident Management, or I need configure something more? Arquitecture: Windows 2003 Standard Edition Oracle 10g ITSM 7.0.3 SRM 2.1 patch 001 Regards ... Este correo electronico es confidencial y/o puede contener informacion privilegiada. Si usted no es su destinatario o no es alguna persona autorizada por este para recibir sus correos electronicos, NO debera usted utilizar, copiar, revelar, o tomar ninguna accion basada en este correo electronico o cualquier otra informacion incluida en el, favor de notificar al remitente de inmediato mediante el reenvio de este correo electronico y borrar a continuacion totalmente este correo electronico y sus anexos. Nota: Los acentos y caracteres especiales fueron omitidos para su correcta lectura en cualquier medio electronico. This e-mail is confidential and/or may contain privileged information. If you are not the addressee or authorized to receive this for the addressee, you must not use, copy, disclose, or take any action based on this message or any other information herein, please advise the sender immediately by reply this e-mail and delete this e-mail and its attachments. ... ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
SRM Request Entry Console - Submitted Requests table question
I have an issue with SRM and old tickets. We used to have change and incident creating service requests before SRM was introduced. This created a record in SRM:Request (old form) with the request id being the same as CRQ and INC. Once SRM was installed that form changed and it changed the Request ID to REQ for anything. Now I have a bunch of older tickets that show up in Submitted Requests for users. So I closed off anything in SRM:Request that was open and had INC or CRQ in the request id. This closed off 95% of the stuff showing up but there are 5% left. These are CRQs that exist in the change form but don't exist in SRM:Request form. I can't search the form to see these ghost CRQs that show up in Submitted Requests table. Anyone know how this is refreshed in the Submitted Requests table? I did some logging and can't find out where this is being populated. (another off topic question). How many have SRM installed in production? ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
Re: SRM - AOT with template
Thanks Saby, That's what I thought. No it was not an upgrade, seems that something must have gone wrong with the install. The templates I register are not being applied. Raido On Fri, Sep 12, 2008 at 6:46 PM, Sabyson Fernandes <[EMAIL PROTECTED]>wrote: > Raido, > > The template should be applied to the incident when the incident is > created. This is done via a filter. If you had your categorizations fields > populated on the incident template, then these fields should be populated on > the incident form when instantiated. > > Do you have any fields on the incident filled in via the template? > > Did you upgrade from a previous version of SRM? There is a bug when an > upgrade was done, that the SRD question mappings or template values would > not get applied to SRD's created in older versions of SRM. > > Saby > > > --- On Fri, 9/12/08, Raido Oja <[EMAIL PROTECTED]> wrote: > > > From: Raido Oja <[EMAIL PROTECTED]> > > Subject: Re: SRM - AOT with template > > To: arslist@ARSLIST.ORG > > Date: Friday, September 12, 2008, 4:39 PM > > Thanks, > > > > So even if I register that template with the AOT this does > > not mean that the > > template will be automatically applied when an Incident is > > created from a SR > > ? I thought I could just specify the classification etc. in > > the template so > > I don't need to map all the fields. > > > > Then what is the point of registering the template with the > > AOT ? > > > > On Fri, Sep 12, 2008 at 3:34 PM, Mahesh Chandra > > <[EMAIL PROTECTED]> wrote: > > > > > ** You also need to map the fields on the SRD. > > > > > > Mahesh > > > > > > On Fri, Sep 12, 2008 at 6:16 AM, Raido Oja > > <[EMAIL PROTECTED]> wrote: > > > > > >> ** > > >> Hi, > > >> > > >> In SRM 2.2, I have created a service request that > > uses an AOT with an > > >> attached template. However I can't see that > > the fields preset in the > > >> template are being applied on the incident. Should > > I assume that somethings > > >> gone wrong with the install? My understanding was > > that if I am registering a > > >> template with the AOT, it will be applied to the > > incident in addition to the > > >> mapped fields. Can someone confirm that my > > understanding is correct. > > >> > > >> Thanks, > > >> > > >> Raido > > >> > > >> __Platinum Sponsor: www.rmsportal.com ARSlist: > > "Where the Answers Are" > > >> html___ > > >> > > > > > > __Platinum Sponsor: www.rmsportal.com ARSlist: > > "Where the Answers Are" > > > html___ > > > > > > > > ___ > > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org > > Platinum Sponsor: www.rmsportal.com ARSlist: "Where > > the Answers Are" > > > > > > ___ > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org > Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" > ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
Re: SRM - AOT with template
Raido, The template should be applied to the incident when the incident is created. This is done via a filter. If you had your categorizations fields populated on the incident template, then these fields should be populated on the incident form when instantiated. Do you have any fields on the incident filled in via the template? Did you upgrade from a previous version of SRM? There is a bug when an upgrade was done, that the SRD question mappings or template values would not get applied to SRD's created in older versions of SRM. Saby --- On Fri, 9/12/08, Raido Oja <[EMAIL PROTECTED]> wrote: > From: Raido Oja <[EMAIL PROTECTED]> > Subject: Re: SRM - AOT with template > To: arslist@ARSLIST.ORG > Date: Friday, September 12, 2008, 4:39 PM > Thanks, > > So even if I register that template with the AOT this does > not mean that the > template will be automatically applied when an Incident is > created from a SR > ? I thought I could just specify the classification etc. in > the template so > I don't need to map all the fields. > > Then what is the point of registering the template with the > AOT ? > > On Fri, Sep 12, 2008 at 3:34 PM, Mahesh Chandra > <[EMAIL PROTECTED]> wrote: > > > ** You also need to map the fields on the SRD. > > > > Mahesh > > > > On Fri, Sep 12, 2008 at 6:16 AM, Raido Oja > <[EMAIL PROTECTED]> wrote: > > > >> ** > >> Hi, > >> > >> In SRM 2.2, I have created a service request that > uses an AOT with an > >> attached template. However I can't see that > the fields preset in the > >> template are being applied on the incident. Should > I assume that somethings > >> gone wrong with the install? My understanding was > that if I am registering a > >> template with the AOT, it will be applied to the > incident in addition to the > >> mapped fields. Can someone confirm that my > understanding is correct. > >> > >> Thanks, > >> > >> Raido > >> > >> __Platinum Sponsor: www.rmsportal.com ARSlist: > "Where the Answers Are" > >> html___ > >> > > > > __Platinum Sponsor: www.rmsportal.com ARSlist: > "Where the Answers Are" > > html___ > > > > ___ > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org > Platinum Sponsor: www.rmsportal.com ARSlist: "Where > the Answers Are" ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
Re: SRM - AOT with template
Thanks, So even if I register that template with the AOT this does not mean that the template will be automatically applied when an Incident is created from a SR ? I thought I could just specify the classification etc. in the template so I don't need to map all the fields. Then what is the point of registering the template with the AOT ? On Fri, Sep 12, 2008 at 3:34 PM, Mahesh Chandra <[EMAIL PROTECTED]> wrote: > ** You also need to map the fields on the SRD. > > Mahesh > > On Fri, Sep 12, 2008 at 6:16 AM, Raido Oja <[EMAIL PROTECTED]> wrote: > >> ** >> Hi, >> >> In SRM 2.2, I have created a service request that uses an AOT with an >> attached template. However I can't see that the fields preset in the >> template are being applied on the incident. Should I assume that somethings >> gone wrong with the install? My understanding was that if I am registering a >> template with the AOT, it will be applied to the incident in addition to the >> mapped fields. Can someone confirm that my understanding is correct. >> >> Thanks, >> >> Raido >> >> __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" >> html___ >> > > __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" > html___ > ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
Re: SRM - AOT with template
You also need to map the fields on the SRD. Mahesh On Fri, Sep 12, 2008 at 6:16 AM, Raido Oja <[EMAIL PROTECTED]> wrote: > ** Hi, > > In SRM 2.2, I have created a service request that uses an AOT with an > attached template. However I can't see that the fields preset in the > template are being applied on the incident. Should I assume that somethings > gone wrong with the install? My understanding was that if I am registering a > template with the AOT, it will be applied to the incident in addition to the > mapped fields. Can someone confirm that my understanding is correct. > > Thanks, > > Raido > > __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" > html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
Re: SRM - AOT with template
Raido, I don't think it works that way. Are you certain that the fields that you are mapping questions to belong to the template form? Or do they belong to the Incident form? My understanding is that you create the Incident, which then kicks off the template associated with it. Drew -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] Behalf Of Raido Oja Sent: Friday, September 12, 2008 6:16 AM To: arslist@ARSLIST.ORG Subject: SRM - AOT with template ** Hi, In SRM 2.2, I have created a service request that uses an AOT with an attached template. However I can't see that the fields preset in the template are being applied on the incident. Should I assume that somethings gone wrong with the install? My understanding was that if I am registering a template with the AOT, it will be applied to the incident in addition to the mapped fields. Can someone confirm that my understanding is correct. Thanks, Raido __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
SRM - AOT with template
Hi, In SRM 2.2, I have created a service request that uses an AOT with an attached template. However I can't see that the fields preset in the template are being applied on the incident. Should I assume that somethings gone wrong with the install? My understanding was that if I am registering a template with the AOT, it will be applied to the incident in addition to the mapped fields. Can someone confirm that my understanding is correct. Thanks, Raido ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
Re: SRM auto-assign
Well that answers it - we're patched and round-robin is cranking away! -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Drew Shuller Sent: Tuesday, September 02, 2008 7:52 AM To: arslist@ARSLIST.ORG Subject: Re: SRM auto-assign There have been problems getting good answers from the SRM support team, but if you persist you'll get some help. You can auto-assign an SR to a group, but as far as I can tell, it's the Org group instead of the Support group. See the Service Request tab in the Service Request Definition form. >From there, the SR should round-robin (for example) auto-assign to a individual. This doesn't work in our system because I forgot to apply Patch 001 when I installed SRM. It's a listed bug, where the assignee field doesn't get filled. I'll apply the patch and report back. Drew Tulsa, OK On Tue, 2 Sep 2008, Savant, [EMAIL PROTECTED] wrote: > Let me know what you find, we don't want to assign SR's to individuals but > rather to the group; according to Support, it's not possible as designed. > ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
Re: SRM auto-assign
There have been problems getting good answers from the SRM support team, but if you persist you'll get some help. You can auto-assign an SR to a group, but as far as I can tell, it's the Org group instead of the Support group. See the Service Request tab in the Service Request Definition form. From there, the SR should round-robin (for example) auto-assign to a individual. This doesn't work in our system because I forgot to apply Patch 001 when I installed SRM. It's a listed bug, where the assignee field doesn't get filled. I'll apply the patch and report back. Drew Tulsa, OK On Tue, 2 Sep 2008, Savant, [EMAIL PROTECTED] wrote: Let me know what you find, we don't want to assign SR's to individuals but rather to the group; according to Support, it's not possible as designed. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
Re: SRM auto-assign
Let me know what you find, we don't want to assign SR's to individuals but rather to the group; according to Support, it's not possible as designed. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Drew Shuller Sent: Friday, August 29, 2008 2:17 PM To: arslist@ARSLIST.ORG Subject: Re: SRM auto-assign Yes, they do. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
Re: SRM auto-assign
Yes, they do. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
Re: SRM auto-assign
Assuming the group you're trying to assign to has members, do those members have the Service Request User permission group at a minimum? -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Drew Shuller Sent: Friday, August 29, 2008 11:52 AM To: arslist@ARSLIST.ORG Subject: Re: SRM auto-assign I'm trying to get an SR auto-assigned to an individual. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
Re: SRM auto-assign
I'm trying to get an SR auto-assigned to an individual. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
Re: SRM auto-assign
Sounds like it works then. Were you expecting different results? --- On Fri, 8/29/08, Drew Shuller <[EMAIL PROTECTED]> wrote: > From: Drew Shuller <[EMAIL PROTECTED]> > Subject: Re: SRM auto-assign > To: arslist@ARSLIST.ORG > Date: Friday, August 29, 2008, 5:48 PM > Yep, it's got the group in that field. The SR does > assign to that group. No > errors and the WO was created. > > Drew > > ___ > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org > Platinum Sponsor: www.rmsportal.com ARSlist: "Where > the Answers Are" ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
Re: SRM auto-assign
Yep, it's got the group in that field. The SR does assign to that group. No errors and the WO was created. Drew ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
