I just now submitted the question to BMC support to see what they say about it.
I’ll let the list know. A system like this should have a procedure defined for support users moving on to greener pastures, in my opinion. I’ve heard other people here have had to Manually re-assign tickets to themselves from a person who was leaving. That doesn’t seem right. Also the old user for Knowledge documents really accumulated a lot of them! >400 - So he will live on, perpetually assigned to Knowledge Articles that have outdated instructions…. (I’m kidding!) The error message (non-admin) KM users get is ARERR 170083, and I found the filter that calls it via ARUtilities. I’ve looked at the articles in ARUtilities>SQL and found 20+ fields that include the old user’s LoginID or Full Name in the RKM form! So it seems like a bad idea to use an Escalation or SQL to update those fields to another users loginid/name. Thanks! *From:* Action Request System discussion list(ARSList) [mailto: arslist@ARSLIST.ORG] *On Behalf Of *Joe Martin D'Souza *Sent:* Friday, May 18, 2012 10:27 AM *To:* arslist@ARSLIST.ORG *Subject:* Re: Where is procedure for inactivating a Remedy User? ** That’s a good observation.. I had not noticed that users that had lost access to the system permanently would hold their KB’s as hostage (literally).. I have not heard of any standard guidelines for this, but a good way to start might be running a report of all tickets (of all kinds) requested or assigned to that user, have been either reassigned or closed and reopened by another user as is appropriate, which includes the KB’s... Joe *From:* Nancy Tietz <nti...@umich.edu> *Sent:* Friday, May 18, 2012 9:56 AM *Newsgroups:* public.remedy.arsystem.general *To:* arslist@ARSLIST.ORG *Subject:* Where is procedure for inactivating a Remedy User? ** Happy Friday to all! I’m trying to understand how to “correctly” inactivate a user in ITSM 7.6.03 – who was a Support Person and has a lot of Knowledge articles etc. assigned to them. I can’t find documentation on that. Anyone have the procedure? or know where it is? or if there is one available from BMC? Thank you for any help! PS: The reason is, we’ve found that Articles that are Assigned To this old user cannot be ‘retired’ by current users with Knowledge Admin / Knowledge User permissions. (The old user is still ‘enabled’ but has been changed to a Non-Support Staff and all permissions were removed, - I assume there were problems actually setting this old user to ‘Offline’… ) _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_ _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are"
