Re: Smart IT Assigned Person
I do want to call out that applying an incident template after creation of the incident is also not possible ootb with the mid-tier ITSM UI. I understand that some customers have solved this via “customization”, but it is not an ootb capability. In fact, there are a number of interesting quesitons with the concept of applying a template after creation of an incident. For example, what if any previously entered data (or a previously selected template) has triggered some specific workflow - not just assignments, but other, more complex processing? Can you “undo” such processing? Or if you execute the second workflow on top of the first one, could that lead to unexpected results? The more complex / automated the processing of an incident is, the more difficult it will be to apply two different types of processing on the same record. I’d be interested to hear how companies have avoided any “unwanted interference” here. Peter From: "Action Request System discussion list(ARSList)" <arslist@ARSLIST.ORG> on behalf of Kevin M Candelaria <kevin...@temple.edu> Reply-To: "arslist@ARSLIST.ORG" <arslist@ARSLIST.ORG> Date: Wednesday, August 9, 2017 at 11:59 AM To: "arslist@ARSLIST.ORG" <arslist@ARSLIST.ORG> Subject: Re: Smart IT Assigned Person ** Hello everyone. On the subject of Smart IT, by any chance would anyone know how I could customize Smart IT to have the ability to apply an Incident Template after an incident has been created. In the midtier you can do this easily out of the box. Smart It only allows templates at the time of Incident creation. From: Action Request System discussion list(ARSList) <arslist@ARSLIST.ORG> on behalf of Joe D'Souza <jdso...@shyle.net> Sent: Wednesday, August 9, 2017 12:46 PM To: arslist@ARSLIST.ORG Subject: Re: Smart IT Assigned Person ** Mark, Been doing OK, thanks for asking! Hope you are well too.. How is that whole auto load of foundation data working out for you guys? Regarding your current problem, I have not really tried it but I would go with using an overlay on the existing menu instead of replacing it and see how that pans out. I’ll be honest that when I saw how useful Smart and My IT were in its current state, when you compare these tools with the Mid-Tier, there were too many functionalities that I found were not consistent between the two as well as between them and the Mid-Tier.. I had compiled a list of these that I no longer have with me in person but I do remember some of them especially the key bullet points around the Work Log field, the Status field, etc. (((If interested in the list of inconsistencies I found, write to me offline, and I’ll share them as and when I recall the bullet points I made in that list I no longer have with me..))) As a result, since I was not assigned the work of looking for possible solutions for the inconsistencies I had found, I won’t be able to confirm or deny if overlaying the existing menu will help. Gut feelings say it may not as Smart and My IT has its own set of instructions that brings them to life, which do not depend on any Mid-Tier client side instructions. Hence there is a fat chance that remodeling the menu with even an overlay may not work, unless Smart and My IT instructions rely on the overlay meta data for that Menu, Like some of the others, I have not heard anything about Innovation Studio and its capability to modify Smart and My IT instructions. So can’t comment on that.. Cheers Joe From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Tauf Chowdhury Sent: Wednesday, August 09, 2017 10:33 AM To: arslist@ARSLIST.ORG Subject: Re: Smart IT Assigned Person I agree Shawn. Using the backend processing of assignment engine is prob a better way to go Sent from my iPhone On Aug 9, 2017, at 10:28 AM, Pierson, Shawn <shawn.pier...@energytransfer.com<mailto:shawn.pier...@energytransfer.com>> wrote: ** Was Innovation Studio ever released? Also, you can customize Smart IT with JavaScript but that only works for the web client and not the mobile clients. That being said, it’s not supported and will disappear whenever you upgrade. If I were given the requirement that Mark has, I’d probably try to rely mostly on the Assignment Engine in some way even though it wouldn’t recreate the functionality in the UI. Thanks, Shawn Pierson Remedy Developer | Energy Transfer From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Tauf Chowdhury Sent: Wednesday, August 9, 2017 9:20 AM To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG> Subject: Re: Smart IT Assigned Person ** SmartIT is not very extensible unless you use something like Innovation Studio which allows you to customize (so I've heard) but it's a separate license . We've
Re: Smart IT Assigned Person
Thanks Joe, This is what has basically halted our Help Desk Consultants from using Smart IT. Incident Request come to us from all kind of sources. Web, E-mail, Direct input, Chat, etc.. and if they can not apply a template it is almost pointless to use for us. Kevin Candelaria Senior Technical Support Specialist Temple University Computer Services • 215.204.3095[X] | •<mailto:*kevin...@temple.edu><mailto:kevin...@temple.edu><mailto:kevin...@temple.edu><mailto:kevin...@temple.edu>kevin...@temple.edu<mailto:kevin...@temple.edu> From: Action Request System discussion list(ARSList) <arslist@ARSLIST.ORG> on behalf of Joe D'Souza <jdso...@shyle.net> Sent: Wednesday, August 9, 2017 4:59 PM To: arslist@ARSLIST.ORG Subject: Re: Smart IT Assigned Person ** This was one of the things I had noted as a discrepancy between the MT client and SmartIT. I am almost positive you cannot customize this with the currently available tools for customization of SmartIT available to us as end users. Joe From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Kevin M Candelaria Sent: Wednesday, August 09, 2017 3:00 PM To: arslist@ARSLIST.ORG Subject: Re: Smart IT Assigned Person Hello everyone. On the subject of Smart IT, by any chance would anyone know how I could customize Smart IT to have the ability to apply an Incident Template after an incident has been created. In the midtier you can do this easily out of the box. Smart It only allows templates at the time of Incident creation. From: Action Request System discussion list(ARSList) <arslist@ARSLIST.ORG> on behalf of Joe D'Souza <jdso...@shyle.net> Sent: Wednesday, August 9, 2017 12:46 PM To: arslist@ARSLIST.ORG Subject: Re: Smart IT Assigned Person ** Mark, Been doing OK, thanks for asking! Hope you are well too.. How is that whole auto load of foundation data working out for you guys? Regarding your current problem, I have not really tried it but I would go with using an overlay on the existing menu instead of replacing it and see how that pans out. I’ll be honest that when I saw how useful Smart and My IT were in its current state, when you compare these tools with the Mid-Tier, there were too many functionalities that I found were not consistent between the two as well as between them and the Mid-Tier.. I had compiled a list of these that I no longer have with me in person but I do remember some of them especially the key bullet points around the Work Log field, the Status field, etc. (((If interested in the list of inconsistencies I found, write to me offline, and I’ll share them as and when I recall the bullet points I made in that list I no longer have with me..))) As a result, since I was not assigned the work of looking for possible solutions for the inconsistencies I had found, I won’t be able to confirm or deny if overlaying the existing menu will help. Gut feelings say it may not as Smart and My IT has its own set of instructions that brings them to life, which do not depend on any Mid-Tier client side instructions. Hence there is a fat chance that remodeling the menu with even an overlay may not work, unless Smart and My IT instructions rely on the overlay meta data for that Menu, Like some of the others, I have not heard anything about Innovation Studio and its capability to modify Smart and My IT instructions. So can’t comment on that.. Cheers Joe From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Tauf Chowdhury Sent: Wednesday, August 09, 2017 10:33 AM To: arslist@ARSLIST.ORG Subject: Re: Smart IT Assigned Person I agree Shawn. Using the backend processing of assignment engine is prob a better way to go Sent from my iPhone On Aug 9, 2017, at 10:28 AM, Pierson, Shawn <shawn.pier...@energytransfer.com<mailto:shawn.pier...@energytransfer.com>> wrote: ** Was Innovation Studio ever released? Also, you can customize Smart IT with JavaScript but that only works for the web client and not the mobile clients. That being said, it’s not supported and will disappear whenever you upgrade. If I were given the requirement that Mark has, I’d probably try to rely mostly on the Assignment Engine in some way even though it wouldn’t recreate the functionality in the UI. Thanks, Shawn Pierson Remedy Developer | Energy Transfer From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Tauf Chowdhury Sent: Wednesday, August 9, 2017 9:20 AM To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG> Subject: Re: Smart IT Assigned Person ** SmartIT is not very extensible unless you use something like Innovation Studio which allows you to customize (so I've heard) but it's a separate lic
Re: Smart IT Assigned Person
This was one of the things I had noted as a discrepancy between the MT client and SmartIT. I am almost positive you cannot customize this with the currently available tools for customization of SmartIT available to us as end users. Joe _ From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Kevin M Candelaria Sent: Wednesday, August 09, 2017 3:00 PM To: arslist@ARSLIST.ORG Subject: Re: Smart IT Assigned Person Hello everyone. On the subject of Smart IT, by any chance would anyone know how I could customize Smart IT to have the ability to apply an Incident Template after an incident has been created. In the midtier you can do this easily out of the box. Smart It only allows templates at the time of Incident creation. _ From: Action Request System discussion list(ARSList) <arslist@ARSLIST.ORG> on behalf of Joe D'Souza <jdso...@shyle.net> Sent: Wednesday, August 9, 2017 12:46 PM To: arslist@ARSLIST.ORG Subject: Re: Smart IT Assigned Person ** Mark, Been doing OK, thanks for asking! Hope you are well too.. How is that whole auto load of foundation data working out for you guys? Regarding your current problem, I have not really tried it but I would go with using an overlay on the existing menu instead of replacing it and see how that pans out. I’ll be honest that when I saw how useful Smart and My IT were in its current state, when you compare these tools with the Mid-Tier, there were too many functionalities that I found were not consistent between the two as well as between them and the Mid-Tier.. I had compiled a list of these that I no longer have with me in person but I do remember some of them especially the key bullet points around the Work Log field, the Status field, etc. (((If interested in the list of inconsistencies I found, write to me offline, and I’ll share them as and when I recall the bullet points I made in that list I no longer have with me..))) As a result, since I was not assigned the work of looking for possible solutions for the inconsistencies I had found, I won’t be able to confirm or deny if overlaying the existing menu will help. Gut feelings say it may not as Smart and My IT has its own set of instructions that brings them to life, which do not depend on any Mid-Tier client side instructions. Hence there is a fat chance that remodeling the menu with even an overlay may not work, unless Smart and My IT instructions rely on the overlay meta data for that Menu, Like some of the others, I have not heard anything about Innovation Studio and its capability to modify Smart and My IT instructions. So can’t comment on that.. Cheers Joe _ From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Tauf Chowdhury Sent: Wednesday, August 09, 2017 10:33 AM To: arslist@ARSLIST.ORG Subject: Re: Smart IT Assigned Person I agree Shawn. Using the backend processing of assignment engine is prob a better way to go Sent from my iPhone On Aug 9, 2017, at 10:28 AM, Pierson, Shawn <shawn.pier...@energytransfer.com> wrote: ** Was Innovation Studio ever released? Also, you can customize Smart IT with JavaScript but that only works for the web client and not the mobile clients. That being said, it’s not supported and will disappear whenever you upgrade. If I were given the requirement that Mark has, I’d probably try to rely mostly on the Assignment Engine in some way even though it wouldn’t recreate the functionality in the UI. Thanks, Shawn Pierson Remedy Developer | Energy Transfer From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Tauf Chowdhury Sent: Wednesday, August 9, 2017 9:20 AM To: arslist@ARSLIST.ORG Subject: Re: Smart IT Assigned Person ** SmartIT is not very extensible unless you use something like Innovation Studio which allows you to customize (so I've heard) but it's a separate license . We've been using filters and creative wording in error messages to enforce some processes but thankfully we were not heavily customized to begin with. Sent from my iPhone On Aug 9, 2017, at 10:04 AM, Brittain, Mark <mbritt...@navisite.com> wrote: ** HI Joe, Been a while. How have you been? I would take either option, modify the OTB or attach a custom menu. Mark From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Martin D'Souza, Joseph (Joseph Martin D'Souza) Sent: Tuesday, August 08, 2017 5:44 PM To: arslist@ARSLIST.ORG Subject: Re: Smart IT Assigned Person ** I have seen quite a few limitations and/or discrepancies even with both SmartIT and MyIT, most of them being at a functionality level when comparing the same function either with the Mid-Tier or its other counterpart (SmartIT vs MyIT) – whether these discrepancies ar
Re: Smart IT Assigned Person
Mark, Been doing OK, thanks for asking! Hope you are well too.. How is that whole auto load of foundation data working out for you guys? Regarding your current problem, I have not really tried it but I would go with using an overlay on the existing menu instead of replacing it and see how that pans out. I’ll be honest that when I saw how useful Smart and My IT were in its current state, when you compare these tools with the Mid-Tier, there were too many functionalities that I found were not consistent between the two as well as between them and the Mid-Tier.. I had compiled a list of these that I no longer have with me in person but I do remember some of them especially the key bullet points around the Work Log field, the Status field, etc. (((If interested in the list of inconsistencies I found, write to me offline, and I’ll share them as and when I recall the bullet points I made in that list I no longer have with me..))) As a result, since I was not assigned the work of looking for possible solutions for the inconsistencies I had found, I won’t be able to confirm or deny if overlaying the existing menu will help. Gut feelings say it may not as Smart and My IT has its own set of instructions that brings them to life, which do not depend on any Mid-Tier client side instructions. Hence there is a fat chance that remodeling the menu with even an overlay may not work, unless Smart and My IT instructions rely on the overlay meta data for that Menu, Like some of the others, I have not heard anything about Innovation Studio and its capability to modify Smart and My IT instructions. So can’t comment on that.. Cheers Joe _ From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Tauf Chowdhury Sent: Wednesday, August 09, 2017 10:33 AM To: arslist@ARSLIST.ORG Subject: Re: Smart IT Assigned Person I agree Shawn. Using the backend processing of assignment engine is prob a better way to go Sent from my iPhone On Aug 9, 2017, at 10:28 AM, Pierson, Shawn <shawn.pier...@energytransfer.com> wrote: ** Was Innovation Studio ever released? Also, you can customize Smart IT with JavaScript but that only works for the web client and not the mobile clients. That being said, it’s not supported and will disappear whenever you upgrade. If I were given the requirement that Mark has, I’d probably try to rely mostly on the Assignment Engine in some way even though it wouldn’t recreate the functionality in the UI. Thanks, Shawn Pierson Remedy Developer | Energy Transfer From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Tauf Chowdhury Sent: Wednesday, August 9, 2017 9:20 AM To: arslist@ARSLIST.ORG Subject: Re: Smart IT Assigned Person ** SmartIT is not very extensible unless you use something like Innovation Studio which allows you to customize (so I've heard) but it's a separate license . We've been using filters and creative wording in error messages to enforce some processes but thankfully we were not heavily customized to begin with. Sent from my iPhone On Aug 9, 2017, at 10:04 AM, Brittain, Mark <mbritt...@navisite.com> wrote: ** HI Joe, Been a while. How have you been? I would take either option, modify the OTB or attach a custom menu. Mark From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Martin D'Souza, Joseph (Joseph Martin D'Souza) Sent: Tuesday, August 08, 2017 5:44 PM To: arslist@ARSLIST.ORG Subject: Re: Smart IT Assigned Person ** I have seen quite a few limitations and/or discrepancies even with both SmartIT and MyIT, most of them being at a functionality level when comparing the same function either with the Mid-Tier or its other counterpart (SmartIT vs MyIT) – whether these discrepancies are “by design” or a plain oversight, I do not know and I had not raised a ticket with BMC Support to follow up with my observations. So given a choice to make that decision myself, I would continue to have my users use the Mid-Tier and not really pay much heed to either Smart or My IT until there is a more stable release of these two tools.. Having said that, are you trying to modify an out of the box menu? Or are you trying to replace one? Joe _ From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Brittain, Mark Sent: Friday, August 04, 2017 1:48 PM To: arslist@ARSLIST.ORG Subject: Smart IT Assigned Person Hi All & TGIF In the ITSM 7.6 Incident I had a join form (SIT:Assignee) between CTM:Suport Group Assoc LookUp and CTM:People. These were joined the login id and the key field I was after was Site. Based on the join form I created a custom menu based on the Site in the Incident and the join form. Finally I had an active link to do a change menu if t
Re: Smart IT Assigned Person
I agree Shawn. Using the backend processing of assignment engine is prob a better way to go Sent from my iPhone > On Aug 9, 2017, at 10:28 AM, Pierson, Shawn > <shawn.pier...@energytransfer.com> wrote: > > ** > Was Innovation Studio ever released? > > Also, you can customize Smart IT with JavaScript but that only works for the > web client and not the mobile clients. That being said, it’s not supported > and will disappear whenever you upgrade. If I were given the requirement > that Mark has, I’d probably try to rely mostly on the Assignment Engine in > some way even though it wouldn’t recreate the functionality in the UI. > > Thanks, > > Shawn Pierson > Remedy Developer | Energy Transfer > > From: Action Request System discussion list(ARSList) > [mailto:arslist@ARSLIST.ORG] On Behalf Of Tauf Chowdhury > Sent: Wednesday, August 9, 2017 9:20 AM > To: arslist@ARSLIST.ORG > Subject: Re: Smart IT Assigned Person > > ** > SmartIT is not very extensible unless you use something like Innovation > Studio which allows you to customize (so I've heard) but it's a separate > license . > We've been using filters and creative wording in error messages to enforce > some processes but thankfully we were not heavily customized to begin with. > > Sent from my iPhone > > On Aug 9, 2017, at 10:04 AM, Brittain, Mark <mbritt...@navisite.com> wrote: > > ** > HI Joe, > > Been a while. How have you been? I would take either option, modify the OTB > or attach a custom menu. > > Mark > > From: Action Request System discussion list(ARSList) > [mailto:arslist@ARSLIST.ORG] On Behalf Of Martin D'Souza, Joseph (Joseph > Martin D'Souza) > Sent: Tuesday, August 08, 2017 5:44 PM > To: arslist@ARSLIST.ORG > Subject: Re: Smart IT Assigned Person > > ** > I have seen quite a few limitations and/or discrepancies even with both > SmartIT and MyIT, most of them being at a functionality level when comparing > the same function either with the Mid-Tier or its other counterpart (SmartIT > vs MyIT) – whether these discrepancies are “by design” or a plain oversight, > I do not know and I had not raised a ticket with BMC Support to follow up > with my observations. > > So given a choice to make that decision myself, I would continue to have my > users use the Mid-Tier and not really pay much heed to either Smart or My IT > until there is a more stable release of these two tools.. > > Having said that, are you trying to modify an out of the box menu? Or are you > trying to replace one? > > Joe > > From: Action Request System discussion list(ARSList) > [mailto:arslist@ARSLIST.ORG] On Behalf Of Brittain, Mark > Sent: Friday, August 04, 2017 1:48 PM > To: arslist@ARSLIST.ORG > Subject: Smart IT Assigned Person > > Hi All & TGIF > > In the ITSM 7.6 Incident I had a join form (SIT:Assignee) between CTM:Suport > Group Assoc LookUp and CTM:People. These were joined the login id and the > key field I was after was Site. Based on the join form I created a custom > menu based on the Site in the Incident and the join form. Finally I had an > active link to do a change menu if the Incident Type was Infrastructure Event. > > Of course in Smart IT you no longer have active links. I can write a custom > menu that would not require an active link but I don’t know of a way to > populate it into Smart IT. Any ideas? I did get something from BMC about > dynamic menus but it didn’t seem to really get me there. > > Thanks > Mark > > Mark Brittain | Senior Systems Engineer | 315.634.9337 > 125 Elwood Davis Road | Syracuse NY 13212 > > > _ARSlist: "Where the Answers Are" and have been for 20 years_ _ARSlist: > "Where the Answers Are" and have been for 20 years_ > _ARSlist: "Where the Answers Are" and have been for 20 years_ > _ARSlist: "Where the Answers Are" and have been for 20 years_ > _ARSlist: "Where the Answers Are" and have been for 20 years_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
Re: Smart IT Assigned Person
Was Innovation Studio ever released? Also, you can customize Smart IT with JavaScript but that only works for the web client and not the mobile clients. That being said, it’s not supported and will disappear whenever you upgrade. If I were given the requirement that Mark has, I’d probably try to rely mostly on the Assignment Engine in some way even though it wouldn’t recreate the functionality in the UI. Thanks, Shawn Pierson Remedy Developer | Energy Transfer From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Tauf Chowdhury Sent: Wednesday, August 9, 2017 9:20 AM To: arslist@ARSLIST.ORG Subject: Re: Smart IT Assigned Person ** SmartIT is not very extensible unless you use something like Innovation Studio which allows you to customize (so I've heard) but it's a separate license . We've been using filters and creative wording in error messages to enforce some processes but thankfully we were not heavily customized to begin with. Sent from my iPhone On Aug 9, 2017, at 10:04 AM, Brittain, Mark <mbritt...@navisite.com<mailto:mbritt...@navisite.com>> wrote: ** HI Joe, Been a while. How have you been? I would take either option, modify the OTB or attach a custom menu. Mark From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Martin D'Souza, Joseph (Joseph Martin D'Souza) Sent: Tuesday, August 08, 2017 5:44 PM To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG> Subject: Re: Smart IT Assigned Person ** I have seen quite a few limitations and/or discrepancies even with both SmartIT and MyIT, most of them being at a functionality level when comparing the same function either with the Mid-Tier or its other counterpart (SmartIT vs MyIT) – whether these discrepancies are “by design” or a plain oversight, I do not know and I had not raised a ticket with BMC Support to follow up with my observations. So given a choice to make that decision myself, I would continue to have my users use the Mid-Tier and not really pay much heed to either Smart or My IT until there is a more stable release of these two tools.. Having said that, are you trying to modify an out of the box menu? Or are you trying to replace one? Joe From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Brittain, Mark Sent: Friday, August 04, 2017 1:48 PM To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG> Subject: Smart IT Assigned Person Hi All & TGIF In the ITSM 7.6 Incident I had a join form (SIT:Assignee) between CTM:Suport Group Assoc LookUp and CTM:People. These were joined the login id and the key field I was after was Site. Based on the join form I created a custom menu based on the Site in the Incident and the join form. Finally I had an active link to do a change menu if the Incident Type was Infrastructure Event. Of course in Smart IT you no longer have active links. I can write a custom menu that would not require an active link but I don’t know of a way to populate it into Smart IT. Any ideas? I did get something from BMC about dynamic menus but it didn’t seem to really get me there. Thanks Mark Mark Brittain | Senior Systems Engineer | 315.634.9337 125 Elwood Davis Road | Syracuse NY 13212 _ARSlist: "Where the Answers Are" and have been for 20 years_ _ARSlist: "Where the Answers Are" and have been for 20 years_ _ARSlist: "Where the Answers Are" and have been for 20 years_ _ARSlist: "Where the Answers Are" and have been for 20 years_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
Re: Smart IT Assigned Person
SmartIT is not very extensible unless you use something like Innovation Studio which allows you to customize (so I've heard) but it's a separate license . We've been using filters and creative wording in error messages to enforce some processes but thankfully we were not heavily customized to begin with. Sent from my iPhone > On Aug 9, 2017, at 10:04 AM, Brittain, Mark <mbritt...@navisite.com> wrote: > > ** > HI Joe, > > Been a while. How have you been? I would take either option, modify the OTB > or attach a custom menu. > > Mark > > From: Action Request System discussion list(ARSList) > [mailto:arslist@ARSLIST.ORG] On Behalf Of Martin D'Souza, Joseph (Joseph > Martin D'Souza) > Sent: Tuesday, August 08, 2017 5:44 PM > To: arslist@ARSLIST.ORG > Subject: Re: Smart IT Assigned Person > > ** > I have seen quite a few limitations and/or discrepancies even with both > SmartIT and MyIT, most of them being at a functionality level when comparing > the same function either with the Mid-Tier or its other counterpart (SmartIT > vs MyIT) – whether these discrepancies are “by design” or a plain oversight, > I do not know and I had not raised a ticket with BMC Support to follow up > with my observations. > > So given a choice to make that decision myself, I would continue to have my > users use the Mid-Tier and not really pay much heed to either Smart or My IT > until there is a more stable release of these two tools.. > > Having said that, are you trying to modify an out of the box menu? Or are you > trying to replace one? > > Joe > > From: Action Request System discussion list(ARSList) > [mailto:arslist@ARSLIST.ORG] On Behalf Of Brittain, Mark > Sent: Friday, August 04, 2017 1:48 PM > To: arslist@ARSLIST.ORG > Subject: Smart IT Assigned Person > > Hi All & TGIF > > In the ITSM 7.6 Incident I had a join form (SIT:Assignee) between CTM:Suport > Group Assoc LookUp and CTM:People. These were joined the login id and the > key field I was after was Site. Based on the join form I created a custom > menu based on the Site in the Incident and the join form. Finally I had an > active link to do a change menu if the Incident Type was Infrastructure Event. > > Of course in Smart IT you no longer have active links. I can write a custom > menu that would not require an active link but I don’t know of a way to > populate it into Smart IT. Any ideas? I did get something from BMC about > dynamic menus but it didn’t seem to really get me there. > > Thanks > Mark > > Mark Brittain | Senior Systems Engineer | 315.634.9337 > 125 Elwood Davis Road | Syracuse NY 13212 > > > _ARSlist: "Where the Answers Are" and have been for 20 years_ _ARSlist: > "Where the Answers Are" and have been for 20 years_ > _ARSlist: "Where the Answers Are" and have been for 20 years_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
Re: Smart IT Assigned Person
HI Joe, Been a while. How have you been? I would take either option, modify the OTB or attach a custom menu. Mark From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Martin D'Souza, Joseph (Joseph Martin D'Souza) Sent: Tuesday, August 08, 2017 5:44 PM To: arslist@ARSLIST.ORG Subject: Re: Smart IT Assigned Person ** I have seen quite a few limitations and/or discrepancies even with both SmartIT and MyIT, most of them being at a functionality level when comparing the same function either with the Mid-Tier or its other counterpart (SmartIT vs MyIT) - whether these discrepancies are "by design" or a plain oversight, I do not know and I had not raised a ticket with BMC Support to follow up with my observations. So given a choice to make that decision myself, I would continue to have my users use the Mid-Tier and not really pay much heed to either Smart or My IT until there is a more stable release of these two tools.. Having said that, are you trying to modify an out of the box menu? Or are you trying to replace one? Joe From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Brittain, Mark Sent: Friday, August 04, 2017 1:48 PM To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG> Subject: Smart IT Assigned Person Hi All & TGIF In the ITSM 7.6 Incident I had a join form (SIT:Assignee) between CTM:Suport Group Assoc LookUp and CTM:People. These were joined the login id and the key field I was after was Site. Based on the join form I created a custom menu based on the Site in the Incident and the join form. Finally I had an active link to do a change menu if the Incident Type was Infrastructure Event. Of course in Smart IT you no longer have active links. I can write a custom menu that would not require an active link but I don't know of a way to populate it into Smart IT. Any ideas? I did get something from BMC about dynamic menus but it didn't seem to really get me there. Thanks Mark Mark Brittain | Senior Systems Engineer | 315.634.9337 125 Elwood Davis Road | Syracuse NY 13212 [new_spectrum] _ARSlist: "Where the Answers Are" and have been for 20 years_ _ARSlist: "Where the Answers Are" and have been for 20 years_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
Re: Smart IT Assigned Person
I have seen quite a few limitations and/or discrepancies even with both SmartIT and MyIT, most of them being at a functionality level when comparing the same function either with the Mid-Tier or its other counterpart (SmartIT vs MyIT) - whether these discrepancies are "by design" or a plain oversight, I do not know and I had not raised a ticket with BMC Support to follow up with my observations. So given a choice to make that decision myself, I would continue to have my users use the Mid-Tier and not really pay much heed to either Smart or My IT until there is a more stable release of these two tools.. Having said that, are you trying to modify an out of the box menu? Or are you trying to replace one? Joe _ From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Brittain, Mark Sent: Friday, August 04, 2017 1:48 PM To: arslist@ARSLIST.ORG Subject: Smart IT Assigned Person Hi All & TGIF In the ITSM 7.6 Incident I had a join form (SIT:Assignee) between CTM:Suport Group Assoc LookUp and CTM:People. These were joined the login id and the key field I was after was Site. Based on the join form I created a custom menu based on the Site in the Incident and the join form. Finally I had an active link to do a change menu if the Incident Type was Infrastructure Event. Of course in Smart IT you no longer have active links. I can write a custom menu that would not require an active link but I don't know of a way to populate it into Smart IT. Any ideas? I did get something from BMC about dynamic menus but it didn't seem to really get me there. Thanks Mark Mark Brittain | Senior Systems Engineer | 315.634.9337 125 Elwood Davis Road | Syracuse NY 13212 new_spectrum _ARSlist: "Where the Answers Are" and have been for 20 years_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
Smart IT Assigned Person
Hi All & TGIF In the ITSM 7.6 Incident I had a join form (SIT:Assignee) between CTM:Suport Group Assoc LookUp and CTM:People. These were joined the login id and the key field I was after was Site. Based on the join form I created a custom menu based on the Site in the Incident and the join form. Finally I had an active link to do a change menu if the Incident Type was Infrastructure Event. Of course in Smart IT you no longer have active links. I can write a custom menu that would not require an active link but I don't know of a way to populate it into Smart IT. Any ideas? I did get something from BMC about dynamic menus but it didn't seem to really get me there. Thanks Mark Mark Brittain | Senior Systems Engineer | 315.634.9337 125 Elwood Davis Road | Syracuse NY 13212 [new_spectrum] ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
