Great, thanks for chiming in! good to know Guillaume ________________________________ From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] on behalf of Brock, Anne [anne_br...@bmc.com] Sent: Friday, August 19, 2011 1:00 PM To: arslist@ARSLIST.ORG Subject: Re: Customer search and hover display in Incident form
** Hi, All – Yes, BMC is aware of this requirement. Unfortunately, I cannot speak to features of future versions as the feature could be dropped or something else included pre-GA. But yes, BMC is very aware of this requirement. Anne From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Guillaume Rheault Sent: Friday, August 19, 2011 9:55 AM To: arslist@ARSLIST.ORG Subject: Re: Customer search and hover display in Incident form ** Interesting... Somehow some BMC business analyst thought the email address was more important/meaningful for searches than the login ID, which may work well only in the situations where the IT shop is a service provider of multiple companies. On the other hand, I am almost positive the BMC analyst did not think about your scenario, or for that matter educational organizations. I am sure you have submitted an RFE already, have you got any response yet? ________________________________ From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] on behalf of strauss [stra...@unt.edu] Sent: Friday, August 19, 2011 12:41 PM To: arslist@ARSLIST.ORG Subject: Re: Customer search and hover display in Incident form ** No it is not – we have way too many variations since the students are on a hosted Microsoft system with a firstlast@ email address pattern (used to be on an internal system that DID use login name with a unique mail system name); faculty/staff are on an internal Exchange system with a different first.last@ pattern (used to be GroupWise which was yet again different), and login names are on a Novell Identity Manager (LDAP) system which provides email aliasing to a variety of the combinations. The aliases are all over the map as well, because there is so much “history” involved. And 1/3 of the records in the customer table have NO email address; they are mostly inactive, but they would be impossible to search (and people do come back to graduate school years later). No, we tested with the Customer field set to email, and it was not useful. 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:arslist@ARSLIST.ORG] On Behalf Of Guillaume Rheault Sent: Friday, August 19, 2011 11:17 AM To: arslist@ARSLIST.ORG Subject: Re: Customer search and hover display in Incident form ** Hey Chris, Is the Login ID part of the email address for your organization? If so... you could use the search on the customer email field without any modifications, to serach for a customer by login ID. Just a thought. Guillaume ________________________________ From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] on behalf of strauss [stra...@unt.edu] Sent: Friday, July 29, 2011 11:59 PM To: arslist@ARSLIST.ORG Subject: Re: Customer search and hover display in Incident form ** Thanks to your hints I now have the On Hover actions for Customer and Contact displaying Login ID and Desk Location, and I have the Auto Complete working for Login ID and Direct Contact Login Name. I rated it “Easy-Button” easy compared to some of the other code I’m working on, directly attributable to your notes. The ALs for attaching the menu to Login ID/Name even take care of moving the cursor focus to them for me. I did find a sneaky way to minimize the code for Login ID; use Login ID to search CTP:People and return Corporate ID, then throw it into Customer and fire the OOTB active link guides used for that field. It’s a similar process for HPD:Help Desk Dialog, although you have to backfill Login ID afterwards. This way all of the rest of the searching and field population is in the hands of OOTB guides, including pop-ups in CTM:Search People when you have a login name lead to someone with more than one People/User record (multiple corporate ID matches). This saved me from re-developing and implementing all of the custom ALs and AL Guides that I built to add Login ID to the Customer and Contact search routines in ITSM 7.6.00/7.6.03 during testing. ANYTHING to make the next patch/Sp/upgrade easier than this one. I still had to use AL and Filter logging via the User Tool to figure most of this out – the web substitute is atrocious. That means crashing the User Tool several dozen times a day as it struggles to load and operate the Incident form, but it beats the heck out of the alternative. I’m not looking forward to fighting the Incident Console, which won’t load in the User Tool at all, but our helpdesk is going nuts because it mixes Assigned and Owned Incidents together with no possible filter (like the Role toggle in 7.0.02/3) and they are demanding relief. At least it was easy to unhide the Assigned Group and Owner Group columns for them. 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:arslist@ARSLIST.ORG] On Behalf Of Jason Miller Sent: Wednesday, July 27, 2011 5:19 PM To: arslist@ARSLIST.ORG Subject: Re: Customer search and hover display in Incident form ** I may have to copy your notes regarding the Login Name. We haven't figure out the full requirement yet but my users are use to using the person's username. Win 7 and IE 9 should be super speedy. I have not seen the dialog slowness yet (Win 7 / IE 8). I just did a quick check and the time was nothing like what you describe (although the system is not under any load and we have minimal config at this point). I'll keep my eyes open for this. Jason On Wed, Jul 27, 2011 at 7:19 AM, strauss <stra...@unt.edu<mailto:stra...@unt.edu>> wrote: ** Thanks for the information! I have not looked at any of these features before, so it’s all new to me. The Login Name integration is old hat – in ITSM 7.0.02/3 I had to add back in BOTH Login Name and Corporate ID, and the custom code to do that is still on the server since this is an upgrade. It’s just a question of whether to add Login name to the new Customer workflow, or just re-activate the custom ALs for Login Name (leaving those for Corporate ID disabled since BMC added that to Customer). The most perplexing part will be adding it to the new HPD:Help Desk Dialogs form, since the dialogs used to be part of the base HPD:Help Desk form. BTW, the HPD:Help Desk Dialogs form is turning out to be a lousy design in the new mid-tier – it is giving us HUGE performance hits on loading the dialogs, whereas the base form and consoles are FAST. Anything that opens as a dialog is a slug, but the HPD:Help Desk Dialogs form takes up to 1 minute to load and 45 seconds to Save and close (worst times observed in IE9 on Windows 7). 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:arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>] On Behalf Of Jason Miller Sent: Wednesday, July 27, 2011 1:37 AM To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG> Subject: Re: Customer search and hover display in Incident form ** The hover uses an HTML template that is stored in the AR System Resource Definitions form ('Name' = "HPDCustomerTooltip.html"). There is an Active Link (HPD:INC:HoverField_ContactInfo) that does a Set Fields using the TEMPLATE() function to a View Field to call the HTML template. This Set Fields is where you map the fields to the tags in the HTML. After that there is a Message action of Tool Tip to show the hover result. Some of the details can be found on pg. 380 of the 7.6.04 Form and Application Objects Guide. The Auto Complete only works in MT but it is configured in Dev Studio (pg. 320, 7.6.04 Form and Application Objects Guide). It is showing the results of an attached menu field as you type. There are a few properties for controlling it such as the option to hide the menu expansion button on the right, Leading and Anywhere match and so on. Updating these two things are probably nothing compared to the work you had to do to bring back the Login Name. Jason On Tue, Jul 26, 2011 at 3:45 PM, strauss <stra...@unt.edu<mailto:stra...@unt.edu>> wrote: ** Has anyone figured out how to add fields to the hover display (mouse over) on the Customer and Contact fields on the 7.6.04.x Incident form? Has anyone figured out how the pre-search works when you enter things like Corporate ID or Last Name in the Customer or Contact fields on the Incident form – that displays successively smaller lists of search matches as you type in the information? Is that entirely web-based, as in a mid-tier feature, or is it something you can activate in Dev Studio? It’s probably a lost cause if it is part of the mid-tier. As usual (since ITSM 7.0 was mal-designed without it), I have the requirement to restore Login Name as the primary searchable field for both Customer and Contact, and I basically have to add it back in everywhere that it has been left out. I have done this on a 7.6.00 test app that I will be restoring so that I can look at it while customizing the 7.6.04.01 system, but I don’t have any idea how these two new features work. Just wondering… we’re down to the final list of must-fix stuff before cutover. 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