Dave, thanks for your feedback
man...
I think I know the answer to this, but I'd like to hear
it from you... Why does your management want to keep Help Desk 6.0
out-of-box as much as possible? And do you think most Remedy organizations
who upgrade share the same views?
Do you think your revisions to the helpdesk form will be
purely cosmetic, as in renaming a field displayed on the form, or will the
changes be more material to your specific workflow, such as removing
out-of-box field IDs or adding new ones?
I sense that BMC is trying to shift away from selling a
development platform and more towards a fixed application of best practices, and
I want to see from the ARSlist community whether there is any shade of truth to
that in HelpDesk 6.0 (or ITSM 6.0 for that matter).
-Drew
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Dave Barber
Sent: Saturday, April 15, 2006 12:09 AM
To: [email protected]
Subject: Re: Upgrade to HelpDesk 6.0
Drew,
We're going from v4 to v6 (skipping 5.5 and 5.6) .... in the testing we've
done so far, there aren't any obvious improvements, at least on what we
do. The look and feel of the forms, whilst good for the web interface, is
going to be met with considerable resistance from our user base (a lot of them
don't like change ....), I can see my having to revise the forms somewhat.
Tasking looks useful though.
One big issue that we've had is that the majority of changes prior to my
working on the system haven't been documented, so we don't actually know what is
out of the box or customer half the time, and our managements aim is to keep v6
as close to out of the box as possible.
Good look,
Dave
On 14/04/06, Drew
Chen <[EMAIL PROTECTED]>
wrote:
I've read a few interesting HelpDesk 6.0 upgrade stories by searching
through the archives, but I'd like to get an overall picture as well...
What percentage of you guys have upgraded or are planning to upgrade to
HelpDesk 6.0? In what ways have you customized it, if at all and to what
extent?
I'm just doing a little market research here on how well Remedy has improved
HD 5.5 and 5.6... Any feedback would be appreciated. Thanks.
-Drew
Product Manager
Aeroprise
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