Is the people record set to Support Staff = Yes?
Only support staff may have roles attached to them.
-Original Message-
From: Richard Copits [EMAIL PROTECTED]
Sent: Friday, October 03, 2008 3:03 PM
To: arslist@ARSLIST.ORG arslist@ARSLIST.ORG
Subject: Roles and permissions...
I'm starting
According to the filter logs you sent me, the 2 filters I described are
exactly what is throwing the initial error you were receiving.
Glad to hear you were able to move past it - that's the important part!
Have a great day,
LisaD
From: Action Request System discussion list(ARSList)
Although the categorization fields are not required, they are still
validated if they contain values. Try manually reselecting the values
in the categorization fields, and you will quickly notice which value is
no longer enabled for use in that company as it will not appear in the
list anymore.
Are you by chance using the Copy To New action to create the new
incident? If so, I would be suspect that there may be lingering data in
the change.
Have you taken a workflow log? If so, I would be glad to take a look at
it. Changing the operational categorizations to offline is allowable,
so
The Filter: CHG:CRQ:ValidateServiceCat_218 checks the Service Catalog
to see if:
1. The Company exists = TRUE (You have a valid company)
2. The Categorizations match or are NULL = TRUE (Yours are null on
the Change request)
3. Status is Enabled = FALSE (You changed the status
I have made them required for 2 accounts to date. Operational and product at
submit, and resolution categories upon resolve.
-Original Message-
From: Ron Legters [EMAIL PROTECTED]
Sent: Monday, September 29, 2008 11:05 AM
To: arslist@ARSLIST.ORG arslist@ARSLIST.ORG
Subject: Optional
)
Love, then teach
Solution = People + Process + Tools
Fast, Accurate, Cheap Pick two.
On Mon, Sep 29, 2008 at 2:06 PM, Lisa Westerfield
[EMAIL PROTECTED] wrote:
I have made them required for 2 accounts to date. Operational and product at
submit, and resolution categories upon resolve
Joshua - Please email me offline regarding this position.
Thank you,
[EMAIL PROTECTED]
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Kitchen, Joshua T
Sent: Friday, September 12, 2008 8:49 AM
To: arslist@ARSLIST.ORG
Subject: Job: Remedy
I have sent this several times before, but now it is rejecting the size
of the post. If you would like it off-list, I can send it to another
email address.
Mine is: [EMAIL PROTECTED]
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Howard
Any user can Submit, but you're actually modifying, right? Who has change
acces?
-Original Message-
From: Sree Vyas [EMAIL PROTECTED]
Sent: Friday, September 05, 2008 4:38 PM
To: arslist@ARSLIST.ORG arslist@ARSLIST.ORG
Subject: Re: Error While submitting ticket in IN PROGRESS
Hey Gary,
I had something very similar in my last Change Management
implementation, as the client also required tasks such as Proof of
Concept to be performed before the change could be approved.
The client implemented a process where a change was created to perform
the POC, or development environment
We had similar issues last week because the DBA was adding additional
instances to the database.
We resolved it by telling them to stop doing that while people were on
the system.
Let me know if you happen to find out anything useful from support,
please. Thanks!
From: Action Request
In the service target it's the goal time and the 'start when' and stop when'
that affects the status.
(if I've misunderstood what you're asking, sorry)
-Original Message-
From: Howard Richter [EMAIL PROTECTED]
Sent: Tuesday, September 02, 2008 1:23 PM
To: arslist@ARSLIST.ORG
additional workflow to update another field at
the smae time that the slm status is changed, but I have had no luck so
far.
hbr
On Tue, Sep 2, 2008 at 2:34 PM, Lisa Westerfield
[EMAIL PROTECTED] wrote:
In the service target it's the goal time and the 'start when' and stop
when' that affects
.
The records status is Resolved
: (See attached file: SLA.zip)
Best Regards,
sharon mamon-meged
AR System administrator
phone : 972-3-9165229
moblie : 050-9165229
Lisa Westerfield
arslist@ARSLIST.ORG
Subject: Re: SLA Questions - Answers
I'm trying to find a Remedy Developer, do you think you could help me?
I would be most appreciative.
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Lisa Westerfield
Lisa Westerfield
[EMAIL PROTECTED]
INGSMI.COMTo
Sent by: Action
I would suggest trying an Active Link with an 'Execute On' of After
Submit
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Andrew Hicox
Sent: Tuesday, August 26, 2008 4:35 PM
To: arslist@ARSLIST.ORG
Subject: how to copy
On Submit, query the Employee form where 'Name' = $Name$, and then set the
'Cell' field with the value in $Cell$
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED]
On Behalf Of Tadeu Augusto Dutra Pinto
Sent: Tuesday, August 26, 2008 5:01 PM
To:
Sharon,
I split this off of the Task Question since it seems to be a separate
topic. Hope this info helps:
Attached: This means that the incident meets the goal criteria you have
configured in the SLM application Service Target. The Service Target
will attach as soon as the criteria is met
Each Application's assignment configuration can be found here:
Application Administration Console/Custom Configuration/Application
Section - such as Incident Mgt/Advanced Options/Rules
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Matt Worsdell
If the Work Info entry is not locked, then you can copy anything.
If it is locked, then you can click [View] instead of [Report] and then
highlight and copy any of the data in the work info entry.
Hope that helps,
LisaD
-Original Message-
From: Action Request System discussion
:[EMAIL PROTECTED] On Behalf Of Lisa Westerfield
Sent: 25 August 2008 12:48
To: arslist@ARSLIST.ORG
Subject: Re: Task assignment
Each Application's assignment configuration can be found here:
Application Administration Console/Custom Configuration/Application
Section - such as Incident Mgt
What is your setting in Remedy User for Tools/Options/Behaviors/Limit
Number of Items Returned?
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of roseta
Sent: Saturday, August 23, 2008 6:43 AM
To: arslist@ARSLIST.ORG
Subject:
Unless they are in the People form with an email addresses, the messages
may still generate but they will fail. Otherwise, the filter for this
notification for incidents is: HPD:INC:NTCustConfirm_851_SetTag, so you
could modify it by adding another set fields to clear the message tag
based on
I was afraid of that - thank you for the information!
~It is what it is~
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Joe DeSouza
Sent: Wednesday, August 20, 2008 12:29 PM
To: arslist@ARSLIST.ORG
Subject: Re: Application File, Send, Request
those values to build the notification URL :-) or even better if it
was flexible enough to construct a URL from a more complex query than
just EntryID='00xx'
Joe
- Original Message
From: Lisa Westerfield [EMAIL PROTECTED]
To: arslist@ARSLIST.ORG
Sent: Wednesday, August 20
- Original Message
From: Lisa Westerfield [EMAIL PROTECTED]
To: arslist@ARSLIST.ORG
Sent: Wednesday, August 20, 2008 2:33:53 PM
Subject: Re: Application File, Send, Request settings
**
Yeah, no kidding... Do you know how I could disable the Send/Request
option?
From: Action Request System
From: Lisa Westerfield [EMAIL PROTECTED]
To: arslist@ARSLIST.ORG
Sent: Wednesday, August 20, 2008 3:27:07 PM
Subject: Re: Application File, Send, Request settings
**
Sorry, I wasn't clear on what I was asking. What I meant was how do we
disable the menu option.
Even if we disable the shortcut
Yes. Everything is installing on their H: drive in Citrix.
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Joe DeSouza
Sent: Tuesday, August 19, 2008 12:49 PM
To: arslist@ARSLIST.ORG
Subject: Re: Citrix Install Directory - Where can this be changed?
Well stated! I couldn't begin to select a person, or even a few, that
has contributed the most value. I have benefited so much, and hopefully
have contributed as much, and am very appreciative to you and the entire
community.
-Original Message-
From: Action Request System discussion
Rick - thank you! That is exactly what I was looking for.
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook
Sent: Tuesday, August 12, 2008 10:16 AM
To: arslist@ARSLIST.ORG
Subject: Re: Thread Configuration Questions
**
Lisa, I have to
We have visited this same topic, but found no way OOTB to affect the
categorizations by support group. We decided that it wasn't as
important after all since this information is usually completed by the
time they receive the incident.
From: Action Request System discussion
discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Lisa
Westerfield
Sent: Thursday, August 07, 2008 6:25 AM
To: arslist@ARSLIST.ORG
Subject: Re: Age old question: ITSM 7 report list?
Attention: David
Easter
Here you go - it's the best I've got!
-Original Message-
From
Oh, I see yes, I would take that same approach - sounds like the
best option. Good luck!
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Steven Iocco
Sent: Wednesday, August 06, 2008 9:41 PM
To: arslist@ARSLIST.ORG
It the user's preference record there is an option to display the incident
after submit. (v7)
-Original Message-
From: Gary Opela (Corporate) [EMAIL PROTECTED]
Sent: Wednesday, August 06, 2008 10:39 AM
To: arslist@ARSLIST.ORG arslist@ARSLIST.ORG
Subject: Opening same ticket after submit
Gary,
I actually had to do this in my current environment so I performed a mass
update, and then created a filter to mark this flag for all new users going
forward.
-Original Message-
From: Gary Opela (Corporate) [EMAIL PROTECTED]
Sent: Wednesday, August 06, 2008 10:47 AM
To:
Howard,
From what we've read, and as we were informed by support, it is not possible
to seperate the url and the ticket shortcut in those notifications as it use
to be. We also wanted to turn it off for requestor ootb notifications. If I
recall correctly, you should find that verbiage in the
I would try using the DATE function instead of TIMESTAMP
-Original Message-
From: Steven Iocco [EMAIL PROTECTED]
Sent: Wednesday, August 06, 2008 5:19 PM
To: arslist@ARSLIST.ORG arslist@ARSLIST.ORG
Subject: Flashboard quick question
Hi folks. I am creating a flashboard for change
You may also want to look at the server information, users, license review to
see exactly what license is getting assigned to that user in real time.
-Original Message-
From: Gary Opela (Corporate) [EMAIL PROTECTED]
Sent: Monday, August 04, 2008 12:12 PM
To: arslist@ARSLIST.ORG
The only times we experienced this is when the EA chaining order was incorrect,
or if we ran out of licenses, or if the people/user records got out of synch.
-Original Message-
From: William Rentfrow [EMAIL PROTECTED]
Sent: Monday, August 04, 2008 4:24 PM
To: arslist@ARSLIST.ORG
The approval phases only really stage it for the various approvers, and
then change the status based on completion of approvals, not really to
submit to teams. Unfortunately, it would be customization.
You should be able to add the submitting team at that specific phase and
then the change
I recall this problem with a past implementation, and I believe that you have
to save and reopen the change request before you actually see the computed risk
level on the record.
From: Action Request System discussion list(ARSList) on behalf of Chowdhury,
Make sure that the report server AND port are listed in the user's AR User
Preference form record. We had a similar issue and this fixed it.
-Original Message-
From: William Rentfrow [EMAIL PROTECTED]
Sent: Thursday, July 31, 2008 3:57 PM
To: arslist@ARSLIST.ORG arslist@ARSLIST.ORG
Are these by chance incidents that were created via an integration, or a they
being submitted directly into the incident form? I have only seen this via one
of our integrations.
-Original Message-
From: strauss [EMAIL PROTECTED]
Sent: Thursday, July 31, 2008 6:01 PM
To:
You would actually set up Summary Definitions for the requestor
console in Application Administration Console/Requestor Console/Summary
Definition. When you configure these, you will specify whether or not
the request is going to generate an Incident or Change.
The user selects a Summary
:54 AM, Lisa Westerfield
[EMAIL PROTECTED] wrote:
**
You would actually set up Summary Definitions for the requestor
console in Application Administration Console/Requestor Console/Summary
Definition. When you configure these, you will specify whether or not
the request is going to generate
I believe this is an option that you can turn off in current view properties in
the admin tool.
-Original Message-
From: Brittain, Mark [EMAIL PROTECTED]
Sent: Wednesday, July 30, 2008 3:05 PM
To: arslist@ARSLIST.ORG arslist@ARSLIST.ORG
Subject: disable Copy to New
Hi All,
I need to
There is a form called HPD:Associations that holds the relationships
that an incident has between CIs, solutions, known errors, other
incidents, etc.
I would create a report based on the HPD:HelpDesk form, and then insert
a sub report based on the HPD:Associations form. The link between the
Can you clarify what you mean by the various states of the workflow?
The Assignment Engine will assign to a Support Group based on various
categorizations and locations, by application and/or service type.
The Auto Assignment to individual is by company, and will work the same
for every
without any customizations.
Hope this explanation helped you to understand my problem. I can send
you a more detailed explanation if required.
Thanks
Sivarama
On Tue, Jul 29, 2008 at 8:57 AM, Lisa Westerfield
[EMAIL PROTECTED] wrote:
**
Can you clarify what you mean by the various states
In our current implementation we are also multi-tenant, and we do not
store passwords in ARS. We are authenticating externally, and our
authentication chaining mode is ARS-Area.
Hope that helps.
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of
and
ii) enable multiple assign groups.
Thanks
Sivarama
On Tue, Jul 29, 2008 at 11:11 AM, Lisa Westerfield
[EMAIL PROTECTED] wrote:
**
In our current implementation we are also multi-tenant, and we do not
store passwords in ARS. We are authenticating externally, and our
authentication chaining mode
assign groups.
Thanks
Sivarama
On Tue, Jul 29, 2008 at 11:11 AM, Lisa Westerfield
[EMAIL PROTECTED] wrote:
**
In our current implementation we are also multi-tenant, and we do not
store passwords in ARS. We are authenticating externally, and our
authentication chaining mode is ARS-Area.
Hope
, 2008 at 1:31 PM, Lisa Westerfield
[EMAIL PROTECTED] wrote:
**
Authenticate Unregistered Users is not selected
Cross reference blank password is selected
Program Number is 390695
Ignore Excess Groups is selected
On the Configuration tab, I have selected:
Server Group Member
Disable
Yes. I have tried to modify 2 of them and have been able to save them
to the report record, but they will not execute without strange errors.
We plan to work on this again tomorrow so I will let you know if I
discover anything new.
From: Action Request System discussion list(ARSList)
Make sure the contact company field is the one that's filled in. It's confusing
sometimes because of the multiple company fields.
I've seen users get similar errors becaus they didn't press (enter) in the
requestor's information, so it didn't pull back the location information.
Just an idea...
Brian,
I can't speak to the version compatibility as I've not had this combo in
my environment, but I can tell you that the assignment engine will only
assign to people that are marked as Available for Assignment within
their support group. You can actually toggle your support staff back
and
. Can you select data ranges when they will be unavailable?
Thanks,
Brian
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Lisa Westerfield
Sent: Thursday, July 24, 2008 1:14 PM
To: arslist@ARSLIST.ORG
Subject: Re
System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Lisa Westerfield
Sent: Thursday, July 24, 2008 3:17 PM
To: arslist@ARSLIST.ORG
Subject: Re: Assignment Engine
**
There's not a way to schedule a person as un/available ahead of time,
unfortunately. The only thing that you can
You may want to try 'TR.fieldname' != null
-Original Message-
From: T. Dee [EMAIL PROTECTED]
Sent: Thursday, July 24, 2008 5:37 PM
To: arslist@ARSLIST.ORG arslist@ARSLIST.ORG
Subject: Question: Trigger a Modify ?
I have an escalation running that is setting field A with a value -
this
Strange... I use this exact 'TR' workflow all the time with no problem. Have
you tried logging it to see that it is indeed failing on the run if?
Just an idea.
-Original Message-
From: T. Dee [EMAIL PROTECTED]
Sent: Thursday, July 24, 2008 5:55 PM
To: arslist@ARSLIST.ORG
I had tried using the $Group ID$ field, the $Group Name$ field, but
since there's not really an email or contact# associated with a support
group it doesn't have anything to notify.
How do you identify that those are the six groups you want to notify?
Do you want to tell everyone in that group,
We have run into this exact problem in various areas of the workflow.
For some reason the 'Status' field is not often considered in the
workflow qualifications throughout ITSM, causing issues as you are
seeing. However, I have found in at least one case where 'Status' was
considered, but it only
The incident audit log carries the sla escalations as well. Hope that's what
you're looking for.
-Original Message-
From: T. Dee [EMAIL PROTECTED]
Sent: Monday, July 14, 2008 4:18 PM
To: arslist@ARSLIST.ORG arslist@ARSLIST.ORG
Subject: Question: SLA - Emails / Audit Log
I have my SLAs
arslist@ARSLIST.ORG
Subject: Re: Question: SLA - Emails / Audit Log
Thanks Lisa, I don't see them in the audit log - odd.
On Mon, Jul 14, 2008 at 6:25 PM, Lisa Westerfield
[EMAIL PROTECTED] wrote:
The incident audit log carries the sla escalations as well. Hope that's what
you're looking
Without explaining every detail of some key SLM challenges, I thought it
may be useful to share some of the results of what we have encountered
with the SLM application and hopefully save you some time. If you need
further details, please let me know.
1. The OOTB templates did not work for us
email ids and user IDs.
3) Custom Actions or Action Templates based on Email or Alert work
as expected.
Is there any relevant defect info/ documentation that I can access?
Cheers, BnB.
On Jul 8, 7:21 pm, Lisa Westerfield [EMAIL PROTECTED]
wrote:
Without explaining every detail of some key SLM
sentence summary for defects ?
would you mind sharing the URL ?
it'd be great if you could share the details of these two items :
SW00268723
SW00299164
Cheers,
On Jul 8, 10:03 pm, Lisa Westerfield [EMAIL PROTECTED]
wrote:
Unfortunately, there is no easy access to defect details, and all you
ServiceTgt Milestone Notification Action Templates
Lisa, Where do I get to see even the 1 sentence summary for defects ?
would you mind sharing the URL ?
it'd be great if you could share the details of these two items :
SW00268723
SW00299164
Cheers,
On Jul 8, 10:03 pm, Lisa Westerfield [EMAIL
://itsm.unt.edu/
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Lisa Westerfield
Sent: Tuesday, July 08, 2008 9:21 AM
To: arslist@ARSLIST.ORG
Subject: Re: Using Incident ServiceTgt Milestone Notification Action
Templates
What are your 'Start' conditions for the resolution milestone? If you
have the start condition on 'TR.AssignGroup', for example, it would
restart every time you reassign to another group.
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of
The Modify All action skips Active Link processing entirely.
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Kemes, Lisa
Sent: Monday, July 07, 2008 3:37 PM
To: arslist@ARSLIST.ORG
Subject: Modify vs Modify All
**
When I modify a field on my
My apologies - this was an entirely different message that I was
responding to. Please disregard - thanks.
-Original Message-
From: Lisa Westerfield
Sent: Wednesday, July 02, 2008 3:48 PM
To: arslist@ARSLIST.ORG
Subject: RE: BMC Service Request Management
It's a little confusing because
It is the [Reset Error] that changes the value to OK, and this is
working fine in our environment.
Oddly enough, it will actually set it to OK whether you fixed the
problem or not but I guess that's a different conversation.
LisaD
From: Action Request System discussion list(ARSList)
: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Lisa Westerfield
Sent: Thursday, July 03, 2008 11:30 AM
To: arslist@ARSLIST.ORG
Subject: Re: Service Request App Event Status
It is the [Reset Error] that changes the value to OK, and this is
working fine in our
Sorry to jump in so late, but I would probably check the Approval
Process Mappings and see what status you have set to move to if there
are no approvers. This is where you can set the status defaults for
each stage.
Also, if there is a 'Business Approval' stage/phase, and there are no
approvers
discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Lisa Westerfield
Sent: Friday, June 13, 2008 7:07 AM
To: arslist@ARSLIST.ORG
Subject: Re: Can't move the Change ticket's Status beyond Request For
Authorization.
Sorry to jump in so late, but I would probably check the Approval
I have seen something similar when 1)we ran out of float licenses, 2)the
ARS permissions were Read, 3)the EA chaining order was incorrect, 4)the
User/People forms were out of synch, or 5)the license was not being
applied to the user appropriately
1 2: It sounds as though you have these
If you want to turn off all notifications for a specific non-support
user, you can just remove their email address from their people record.
If you want to turn off customer notifications for all requesters, you
can open the NTE:CFG Notification Events form and query the
Requesterxxx notification
We are also not using the Assignment Engine in our implementation.
We have an event to assign a Problem Manager which works just fine, so I would
make sure that -every mapped field- in the assignment event really does match
the problem record you are on. (One little difference doesn't
From any console, you can click Application Preferences from the
General Functions section of the navigation pane.
On the Incident Management tab, in the Form section, select Reopen in
Current in the 'After New Save' field.
From: Action Request System discussion list(ARSList)
It literally reads the qualification as:
assigned = x ,regardless of status, OR (assigned = x and status less than 3).
It assumes the and and the last qualification before it are paired together.
When you added the brackets you specified (this group of qualifications) PLUS
this
NTE:SHR:TranslateNotificationMessageCRQ1_125 and it does have a
translation for #Change Type#, but it is not working. Any other
suggestions? Thanks again. Ty On 5/13/08, Lisa Westerfield
[EMAIL PROTECTED] wrote: I've found that there are
additional filters that translate the #fieldname# from the SYS:form
into the $fieldname
I've found that there are additional filters that translate the
#fieldname# from the SYS:form into the $fieldname$ variables that we're
use to seeing.
For example, take a look at this filter:
NTE:SHR:TranslateNotificationMessageINC1_100
It very well could be the one that you need to modify for
and it does have a
translation for #Change Type#, but it is not working.
Any other suggestions?
Thanks again.
Ty
On 5/13/08, Lisa Westerfield [EMAIL PROTECTED] wrote:
I've found that there are additional filters that translate the
#fieldname# from the SYS:form into the $fieldname$ variables
Interesting you ask this as we struggled with this in a past
implementation and are currently in the process of convincing support
groups to accept the new concept of controlled work/resources.
In days of old, anyone and everyone could modify tickets as long as they
had user access to do so (or
Yes, you can display the dialog of the Application Preferences form from that
option as well on the Overview Console. Not sure why that alternative option
is available from Overview only, but there are just some things that can't be
explained sometimes, huh...
Thanks,
LisaD
-Original
Thank you - this is exactly what the ITIL definition is... I confirmed
it with Wikipedia. We all had guesses, which was an entertaining
exercise, but you win the prize! Thanks!
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Jase Brandon
Sent:
I'm not having any problems in those areas. I have in the past, so I started
using Mozilla Firefox instead of IE. You could try that.
From: Action Request System discussion list(ARSList) on behalf of Lammey, Peter
A.
Sent: Fri 2/1/2008 10:36 AM
To:
There is (and has been for some time) a ticket open with BMC -SW00251841- to
provide a list of the OOB notifications.
The update I received this week is that the ticket is still open and is planned
to be delivered with the next release... which does not have a date yet.
- Original Message
they are clients, they will not have any access
to the Incident Management console and it would be counter-productive
for us if the client would keep calling us/sending us email requesting
to close the incident instead of just giving them the ability to do
so.
Elinore
On Jan 22, 10:43 pm, Lisa Westerfield
Elinore,
My initial curiosity makes me ask:
- what audience do you want to quickly close incidents from here?
- why do you want them to have a quick link vs opening the incident and
providing information before closing? Considering that your support groups are
already working on them.
Besides
The Status and View Access fields control the availability of a
solution. It's usually the Problem Manager who validates and
categorizes the solutions and then make the status Available. They
can also determine the View Access to be Public or Internal to control
who can use the available
BMC Service Management Process Model (SMPM) provides out-of-the-box
ITIL-based processes for BMC Remedy IT Service Management application
suite
Here's a link for you:
http://www.bmc.com/products/proddocview/0,2832,19052_19429_81434070_1554
04,00.html
From: Action Request System discussion
Kathy,
I tried to attach the document, but it was too large, if you would like
me to send it directly to you, let me know what email address to send it
to.
For ITSM7, there is a document called BSMAnalysticsUserGuide.pdf that
should help you.
Thanks.
From: Lisa Westerfield
Sent: Tuesday
From my experience, this is related to the assignment form, as you suspected.
Open the assignment event form and search for General assignment for Change
Management. This is event's purpose is to assign a change implementer.
- Original Message -
From: Action Request System discussion
My 2 cents... We haven't needed that... SLAs, and the like, in our experience
are for Response, Resolution/Completion, or Quality. Haven't been requested to
manage this at a task level, as agreements don't really care how you do it, as
long as it gets done.
Just in our experience, of course.
Regarding the templates: I have posed many questions to BMC about what can be
included in a template, and to my understanding, this is one of the items that
is not intended for templates.
Just because I'm curious.. what kind of work logs would anyone want to add to a
template?
-
If it were me, I would create an escalation, or an escalation that fires the
filter.
- Original Message -
From: Action Request System discussion list(ARSList) arslist@ARSLIST.ORG
To: arslist@ARSLIST.ORG arslist@ARSLIST.ORG
Sent: Thu Dec 06 07:13:04 2007
Subject: Execute filter between
1 - 100 of 101 matches
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