Hey Andre' and Chris...
First, we are using Incident Management 7.0.01 for on-boarding new
employees and, in order to do that we needed a real task management
similar to that offered in Change Management and that's where Patch 9002
comes in.
Based on Chris' post from early 2007, we did ITSM Patch 5 first and then
applied 9002. I was able to work around the Change Management Template
issues by switching the menus on both Category fields on
TMS:TemplateSelection back to the original TMS:TIC:ApplicationName
We also found that the buttons to move tasks up and down in both the
TASK and TASK GROUP areas on the TASKS tab of HPD:HelpDesk were trying
to push a field with a $NULL$ value. The field that those Active Links
was trying to push was RootRequestName. I thought about adding workflow
to set that field with "IncidentNumber" but decided instead to
substitute IncidentNumber in all of the pushes and it works great.
The Active Links that needed modifications were:
INT:HPDTMS:INC:ChangeChildSequence_OneLevelDown_ReBuildFlow
INT:HPDTMS:INC:ChangeChildSequence_OneLevelUp_ReBuildFlow
INT:HPDTMS:INC:ChangeSequence_OneLevelUp_ReBuildFlow
INT:HPDTMS:INC:ChangeSequence_OneLevelDown_ReBuildFlow
Kind of sad to have to fix the patches that they put out there for us,
but I'm VERY happy to get that functionality in Incident Management!
Best of luck,
George Payne
Corporate Applications Developer
Electric Reliability Council of Texas
(512) 248-3940
[EMAIL PROTECTED]
________________________________
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of strauss
Sent: Friday, February 08, 2008 9:46 AM
To: arslist@ARSLIST.ORG
Subject: Re: ITSM 7 - Question, new employee on-boarding
I _wish_ we could convince them here to do such things through Remedy...
If you are going to be creating a lot of tasks in Incident, you need to
look seriously at the patch 9002 Incident Task Template add-on.
Unfortunately BMC has seen fit to leave it out of their patch cycle -
and by patch 005 were issuing a warning that applying the patch to a
system that had 9002 installed on it would break 9002. As a result I
have left it out of my final production build-out for ITSM 7, but then
we don't need to do employee setups.
Here are the warnings: Again, patches 005 and on, maybe even 004 would
stomp on parts of 9002 and leave them more broken than they were to
begin with. There are also unresolved issues with 9002 that caused
problems with the OOTB Change Management task templates function.
Rather than fix all of their code and release a clean replacement to
9002, BMC has just let this problem fester, logging defects and closing
my issues about it since back in early 2007 and then doing nothing with
the defects. With that warning, you still might want to look at the
patch because it contains capabilities for task templates that Incident
Management sorely needs. Just be aware that you will have to fix some
BMC-created defects and be careful about future patches if you decide to
deploy 9002.
Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing & IT Center
http://itsm.unt.edu/
________________________________
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Andre H
Sent: Friday, February 08, 2008 9:06 AM
To: arslist@ARSLIST.ORG
Subject: ITSM 7 - Question, new employee on-boarding
** Good Morning and happy Friday,
I have been appointed to to ping the ITSM 7 community on new
employee on-boarding methodology.
By using only the following modules -
ARS 7.x
Mid-Tier 7.x
CMDB 2.x
Incident 7.0.x
Problem 7.0.x
SLM 7.x
and maybe Change 7.x
Where are you starting to create the main record?
Incident, then create child-tasks?
Change, then create child-tasks?
Please keep in mind that the Service Desk will only be handling
on-boarding process
.
I know of SRM and third party products that will handle
on-boarding, I just need to see how other companies are defining it
without them.
Thanks for your input and have a great weekend.
Andre'
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