When I say users, I mean remedy users. That's the support staff.
Currently to start an initiator script they click on the menu, and the
sript selector opens. They can select an script and edit the text. But they
can't see the attachments.
Thanks,
Jose Manuel Huerta
http://theremedyforit.com/
Jose,
This won't solve your dilemma with the initiator script but I've noticed a
trend of users moving away from this functionality and going more towards
using a KMS whether it be RKM or some other knowledge management tool. The
attachment and even the script you're talking about is really just a
My intention is to add some kind of technical instruction to the script.
Thus the service desk staff can follow it before escalating the incident to
second layer.
Don't know if it's the best option, but it's the one i'm exploring right
now.
Thanks again!
Jose Manuel Huerta
Jose,
The best way to provide technical instructions to service desk is through
RKM. If you have a well managed Product and operational categorization in
your system, the associated RKM articles will show after the incident is
created and they can take advantage of that. Using RKM helps you have
...@theremedyforit.com
To: arslist arslist@ARSLIST.ORG
Sent: Sat, Sep 29, 2012 3:48 pm
Subject: Question about incident scripts
**Hi listers,
I have, what I think, a very silly question. How can users access to the
attachments of an script?
When you create an incident script you can attach some
Is there any reason behind the way BMC developed this piece as being
locked/accessible only to explicit groups?
In our situation, we have 214 support groups and we need to associate about
23 scripts. That means 23*214 = 4922 script mappings that need to be loaded
into the system. Imagine if the
Is there any reason behind the way BMC developed this piece as being
locked/accessible only to explicit groups?
In our situation, we have 214 support groups and we need to associate about
23 scripts. That means 23*214 = 4922 script mappings that need to be loaded
into the system. Imagine if the
://www.javasystemsolutions.com/jss/ssoplugin
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Mohamed Abdelaziz
Sent: 25 May 2011 16:47
To: arslist@ARSLIST.ORG
Subject: Incident Scripts
**
Is there any reason behind the way BMC developed
In your case this is a disadvantage, but makes sense for the companies
that want to provide scripts that are specific to only certain support
groups.
I did this for templates; I created a dummy group and made every
support person a member of that group. That way whenever I needed to
make a
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