Nicky, That works as well.
Stan ----- Original Message ----- From: Nicky Madjarov Newsgroups: public.remedy.arsystem.general To: arslist@ARSLIST.ORG Sent: Thursday, April 02, 2009 7:37 AM Subject: Re: Bug Tracking and ITSM suite ** Stan. I hope you are not going to be angry on me if I slightly change the process you are suggesting (exactly like Bill Belichick would do with the palybooks of the other fellow coaches when he put hans on them). 1. user submits incident report 2. analyst troubleshoots, confirms the application deffect and a. creates problem record; b. relates the incident to the problem and then closes the incident; 3. problem management investigates root cause and possible solutions, in the mean time any new incidents reporting the same deffect are related to the problem record. 4. management approves solution (I don't believe it will be the CAB at this point) 5. project is initiated (in the Action Program Manager or other release mgmt tool) for implementing the approved solution 6. change is initiated when the solution is ready 7. solution is implemented, CMDB is updated if necessary, change and problem are closed. Open deffect = persisting problem in your environment There you go, ITIL in action .... Regards, Nicky Madjarov phone: 973-202-4278 Find out how to bust your AR System performance @ http://www.SpeedUpARS.com ----- Original Message ----- From: Stan Feinstein Newsgroups: public.remedy.arsystem.general To: arslist@ARSLIST.ORG Sent: Thursday, April 02, 2009 9:34 AM Subject: Re: Bug Tracking and ITSM suite ** Another idea. One of the users of our ActionProgram Manager has the following bug tracking process for bug reports from users. They said: 1. Bug reports from users come into the help desk application. 2. Because they are bug reports, they are assigned to the Change Control Board. 3. The Change Control Board looks at it and decides if it is a change or a project. If it's a project, use the Bug Fix Project Plan template to spawn the project record and all the tasks in the template. 4. The last task is "Implement the fix" and that's done in Operations, so when they come to that task, use workflow to create a change request, and use workflow to notify the person in Operations that there is a new change request. 5. The person in Operations implements the fix and closes the change request. When they do, use workflow to a) close the last task in the project, b) close the project record since all of the tasks are completed (standard in ActionProgram Manager anyway), c) close the original help desk ticket, and d) notify the user that the bug has been fixed. Very cool. When you think about the thread last week about incorporating an SDLC and release management, that's another variation of this same concept: the idea of incorporating program management functionality into your workflow processes. Our users tell us that this is one of the big benefits of using a Remedy-based program management system. Stan. w. 310-230-1722. www.pri-us.com ----- Original Message ----- From: Axton Newsgroups: public.remedy.arsystem.general To: arslist@ARSLIST.ORG Sent: Wednesday, April 01, 2009 6:36 PM Subject: Re: Bug Tracking and ITSM suite ** Well said Axton Grams On Wed, Apr 1, 2009 at 6:21 PM, Lyle Taylor <tayl...@ldschurch.org> wrote: ** The ITSM suite is not really meant for tracking bugs. If you want an application that resides in Remedy, I believe that BMC does sell an application intended for that purpose. If you don’t care if it’s in Remedy, then there are quite a number of tools out there (both free and commercial) for tracking defects and enhancement requests. For example, I believe you can use Bugzilla for free. In any case, I would recommend not trying to shove a square peg in a round hole by trying to fit it into ITSM somehow. Find an actual bug-tracking tool that meets your needs and use that. You could also potentially write your own little custom Remedy app for tracking bugs if you wanted. That would at least let you easily create a bug directly from an Incident ticket if you wanted. Lyle From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Ron Legters Sent: Wednesday, April 01, 2009 5:11 PM To: arslist@ARSLIST.ORG Subject: Bug Tracking and ITSM suite ** My user base has been using Incident Management as a de facto bug tracking tool for some time now. They just set an Incident to ‘Pending’ and when they get around to fixing the bug, they resolve the Incident. This results in Incidents being in ‘Pending’ for literally years sometimes. Now our senior management would like us to start paying more attention to our Mean Time to Repair statistic, and having Incidents open for a really long time makes that stat less reliable. I also just got a request from someone to add a ‘Status Reason’ of ‘Bug Fix’ to the Pending Status, and I said ‘I don’t think we want to do that’. I don’t know where in the ITSM Suite to point her, though for a better bug tracking tool. Could we use ‘Known Errors’ in Problem Management as a sort of Bug Tracker? What are other shops doing? We’re currently on ITSM 7. Thanks, Ron Legters Tools Administrator Production and Quality Control Univar USA Inc. 425.889.3952 Office 425.889.4111 Fax www.univarusa.com __Platinum Sponsor: RMI Solutions ARSlist: "Where the Answers Are" html___ NOTICE: This email message is for the sole use of the intended recipient(s) and may contain confidential and privileged information. Any unauthorized review, use, disclosure or distribution is prohibited. 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