Moe, 
I disagree. If you have an SRD setup specifically so that users can report an 
issue with their laptop... "The screen is cracked" for example, then an IT 
organization may consider that an automatic incident classified as a "User 
Service Restoration." In our organization, there are different service levels 
attached depending on if the incident is categorized as a service request or 
restoration. There is definitely a need to be able to map this. 


-----Original Message-----
From: Action Request System discussion list(ARSList) on behalf of Gmail
Sent: Tue 9/27/2011 10:17 PM
To: arslist@ARSLIST.ORG
Subject: Re: SRM issue with Incident SRDs
 
I just ran into this today. This is by design since the incident was created 
from a Service Request. You shouldn't hard code anything. A true incident "User 
Service Restoration" should be created directly from the Incident Management 
application.

Regards,
Moe.
 

-----Original Message-----
From: Chowdhury, Tauf [mailto:tauf.chowdh...@frx.com] 
Sent: Monday, September 26, 2011 3:30 PM
Subject: Re: SRM issue with Incident SRDs

Maria,
I've seen this issue and what I've had to do is hard code the mapping for that 
field within your AOT after you relate the template to it. So when you define 
the fields that will map to your variables in the PDT, pick Incident Type, but 
set a default value of whatever it is you want. If you want to make it dynamic, 
you can always add it without a value in the AOT and then map a variable that 
you can then hard code or set via a question using your SRD question mapping 
step. 
Hope this doesn't confuse you... 

-----Original Message-----
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Maria Calabrese
Sent: Monday, September 26, 2011 2:49 PM
To: arslist@ARSLIST.ORG
Subject: SRM issue with Incident SRDs

Currently working on the implementation of SRM 7.6.4 (within the ITSM suite)

I am setting up Service Request Definitions for Incidents. So far I have done 
the following: 

Created an Incident template, which sets the Incident type to "User Service 
Restoration" 
Created an AOT and registered the template to it, which createds an Incident 
record. 
Created a PDT
Created the SRD
When I submit the Service Request, the Incident type field shows as "User 
Service Request" instead of "User Service Restoration".

Has anyone come accross this issue?  If you have Incident SRDs, what is the 
Incident Type being set to, and how are you accomplishing that?

_______________________________________________________________________________
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 
www.wwrug.com ARSList: "Where the Answers Are"

**********************************************************************
This e-mail and its attachments may contain Forest Laboratories, Inc. 
proprietary information that is privileged, confidential or subject to 
copyright belonging to Forest Laboratories, Inc. This e-mail is intended solely 
for the use of the individual or entity to which it is addressed. If you are 
not the intended recipient of this e-mail, or the employee or agent responsible 
for delivering this e-mail to the intended recipient, you are hereby notified 
that any dissemination, distribution, copying or action taken in relation to 
the contents of and attachments to this e-mail is strictly prohibited and may 
be unlawful. If you have received this e-mail in error, please notify the 
sender immediately and permanently delete the original and any copy of this 
e-mail and any printout.


_______________________________________________________________________________
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are"

_______________________________________________________________________________
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are"

**********************************************************************
This e-mail and its attachments may contain Forest Laboratories, Inc. 
proprietary information that is privileged, confidential or subject to 
copyright belonging to Forest Laboratories, Inc. This e-mail is intended solely 
for the use of the individual or entity to which it is addressed. If you are 
not the intended recipient of this e-mail, or the employee or agent responsible 
for delivering this e-mail to the intended recipient, you are hereby notified 
that any dissemination, distribution, copying or action taken in relation to 
the contents of and attachments to this e-mail is strictly prohibited and may 
be unlawful. If you have received this e-mail in error, please notify the 
sender immediately and permanently delete the original and any copy of this 
e-mail and any printout.

_______________________________________________________________________________
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are"

Reply via email to