I put together a Remedy report that pulls in some of the important data and replaced the workflow of the Print button for that. I agree that it's not good that BMC has overlooked print functionality, but it isn't terribly difficult to solve if you are ok making a minor customization.
Another option I've considered would be to create a JSP/ASP/PHP/whatever page that you can pass the Incident or Change ID to be able to pull in tasks, approvals, etc. and not require Crystal Reports. However, it hasn't really been needed in my current organization because we go to Business Objects (for BMC Analytics) when we need more detailed reports. Shawn Pierson From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Julie L Kanakanui JLKANAKA Sent: Friday, May 22, 2009 9:08 AM To: arslist@ARSLIST.ORG Subject: Print button, Incident, mid-tier - no out-of-box functionality? ** Hello, We are currently implementing Remedy Service Desk 7.1 and will be deploying both User and mid-tier clients. Just ran across what appears to be the situation with the "Print" functionality on HPD:HelpDesk in which the out-of-box functionality is to display/run a Crystal report, which unfortunately means it won't work in mid-tier unless you are running 3rd-party web reporting software. (Unlike in Remedy 6 where out-of-box functionality for Print Case was to run an AR report, which would run equally well in User or mid-tier...). The message I'm getting from Tech Support is that this is indeed the case, that there is no out-of-box functionality provided that permits user to print an Incident ticket, without having installed, say, Crystal Enterprise. Is this what other folks have found? (I just find it hard to believe that such a basic functionality of a ticketing app isn't provided out-of-box!). And if so, advice as to solutions would be appreciated ('m sure there are ways to build custom workflow to provide an AR report for mid-tier clients, for example...) Thanks for any advice, Julie Kanakanui _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: "Where the Answers Are"_ Private and confidential as detailed here: http://www.sug.com/disclaimers/default.htm#Mail . If you cannot access the link, please e-mail sender. _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: "Where the Answers Are"
