Hi Dennis - thanks for the response. I think if you can't see the Off Hold Date in HPD:Help Desk then it must have been a customisation. That would explain why the feature doesn't exist in ITSM. It's a shame because it is so useful. It means that analysts can put a call on Pending and specify an Off Hold Date. Once that date has been reached, then the call is set to In Progress and the analyst is sent an email to tell them the call has been set to In Progress.
More development needed on ITSM 7.5! Keeps me in a job - good in these times. Thanks, Gavin Coleman Senior Analyst/Programmer Computacenter (UK) Ltd Services & Solutions Hatfield Avenue Hatfield, Hertfordshire, AL10 9TW, United Kingdom T: +44 (0) 1707 631662 E: gavin.cole...@computacenter.com<mailto:gavin.cole...@computacenter.com> W: www.computacenter.com<http://www.computacenter.com> From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Dennis Ruble Sent: 28 August 2009 13:48 To: arslist@ARSLIST.ORG Subject: Re: ITSP OffHold Date ** Gavin, I am not aware of this feature in ITSP 4.0. I looked for an "Off Hold Date" in both HPD:Help Desk and SLM:Escalation Control and didn't find anything like it. I suspect this may have been an enhancement to your application. If you'd like to provide me some more detail on where to find that feature, I can check it against our installation further. Regards, Dennis Ruble "Coleman, Gavin" <gavin.cole...@computacenter.com> Sent by: "Action Request System discussion list(ARSList)" <arslist@ARSLIST.ORG> 08/28/2009 03:31 AM Please respond to arslist@ARSLIST.ORG To arslist@ARSLIST.ORG cc Subject ITSP OffHold Date ** Hi Listers - does anyone know why BMC removed the Off Hold Date in ITSM Incident? This was a feature that I believe was OOB in ITSP, and allowed users to specify when a call would come off Pending. An escalation would fire to take these calls off Hold. Has it been replaced by anything in ITSM? Thanks, Gavin Coleman Senior Analyst/Programmer Computacenter (UK) Ltd Services & Solutions Hatfield Avenue Hatfield, Hertfordshire, AL10 9TW, United Kingdom T: +44 (0) 1707 631662 E: gavin.cole...@computacenter.com<mailto:gavin.cole...@computacenter.com> W: www.computacenter.com<http://www.computacenter.com/> ********************************************************************** COMPUTACENTER PLC is registered in England and Wales with the registered number 03110569. Its registered office is at Hatfield Business Park, Hatfield Avenue, Hatfield, Hertfordshire AL10 9TW COMPUTACENTER (UK) Limited is registered in England and Wales with the registered number 01584718. Its registered office is at Hatfield Business Park, Hatfield Avenue, Hatfield, Hertfordshire AL10 9TW COMPUTACENTER (Mid-Market) Limited is registered in England and Wales with the registered number 3434654. Its registered office is at Hatfield Business Park, Hatfield Avenue, Hatfield, Hertfordshire AL10 9TW COMPUTACENTER (FMS) Limited is registered in England and Wales with the registered number 3798091. Its registered office is at Hatfield Business Park, Hatfield Avenue, Hatfield, Hertfordshire AL10 9TW The contents of this email are intended for the named addressee only. It contains information which may be confidential and which may also be privileged. Unless you are the named addressee (or authorised to receive mail for the addressee) you may not copy or use it, or disclose it to anyone else. If you receive it in error please notify us immediately and then destroy it. Computacenter information is available from: http://www.computacenter.com ********************************************************************** _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: "Where the Answers Are"_ _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: "Where the Answers Are"_ _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: "Where the Answers Are"
