LOL! My users don't hate the new system with a passion yet. (disclaimer: we haven't gone live).
Thanks for making me cringe<https://communities.bmc.com/communities/message/257686#257686>. Every time somebody says ITSM 6.3 a kitten dies. Wait... if I remember correctly your are a dog kind of gal. A puppy dies... Jason On Tue, Jul 31, 2012 at 10:00 AM, Sanford, Claire < claire.sanf...@memorialhermann.org> wrote: > ** > That is dangerous Natalie! My imagination can be pretty wild! > > I am going to go the old (for Jason Miller) ITSM 6.3 (snicker) route and > just create a button. Much easier and I know it will work the way I > want/need it to work. My users are used to a button with a picture of a > Pager on it. It will make them happy to see a small piece of the old > system on the new system they all hate with a passion! > > Thank you all for your input. > > Claire > > -----Original Message----- > From: Action Request System discussion list(ARSList) [ > mailto:arslist@ARSLIST.ORG <arslist@ARSLIST.ORG>] On Behalf Of Stroud, > Natalie K > Sent: Tuesday, July 31, 2012 11:51 AM > To: arslist@ARSLIST.ORG > Subject: Re: [EXTERNAL] ITSM 7.6.04 Incident Templates > > Claire: > > I don't know of a way to do what you're asking with regard to the > templates, short of adding all your users to a common group and making the > template available to that group. However, if you have as many ITSM users > at your site as we do, that would be even more painful than adding all your > groups to the template! > > Seems to me like you might do better to create a customized button that > uses either email or a web service to submit your tickets, though I can't > say offhand that I've ever seen something like that done from within ITSM > at our site - all the instances I'm familiar with where we've done that > were outside of Remedy. Maybe some of the other developers can speak a > little more intelligently to that point? > > We also use Kinetic Data's Kinetic Request product for submitting ITSM > tickets via web form at our site. We offer to set up a Kinetic Service > Request for all of the new groups that want to come onboard and use ITSM, > and a large number of those forms get added to our Service Catalog. Not > all have the need for a Kinetic form, but for the most part, it works > great. We have a handful of Remedy support groups in ITSM, and our form > submits to the appropriate team based on what application the user's > question is regarding (which they pick from a dropdown and corresponds to a > Product in our Product Catalog). But you can pretty much design the forms > however you want - radiobuttons for common issues that always set a > particular Summary, dropdowns for Impact and Urgency (or, alternately > always hard code them behind the scenes to the same thing), other standard > controls for asking a bunch of detailed questions about whatever the > request is that get added to the Detailed Description. *You're really > only limited by your imagination.* > > Good luck! > > Natalie Stroud > SAIC @ Sandia National Laboratories > ITSM Tester > Albuquerque, NM USA > (505)844-7983 > nkst...@sandia.gov > > -----Original Message----- > From: Action Request System discussion list(ARSList) [ > mailto:arslist@ARSLIST.ORG <arslist@ARSLIST.ORG>] On Behalf Of Sanford, > Claire > Sent: Tuesday, July 31, 2012 10:16 AM > To: arslist@ARSLIST.ORG > Subject: [EXTERNAL] ITSM 7.6.04 Incident Templates > > I have read the documentation, looked on the developer community and even > in old ARSList email... > > Is it possible to create a template on the Incident form that ANY group > can use? > > We have a need to create an Incident template that anyone can use to > report a missed email/page from Remedy. In my 6.3 system I had a button > that I had workflow attached to that created the ticket and assigned it to > the appropriate group and anyone who had a write license could use it. The > templates in 7.6.04 require all of the groups to be added. This is a pain! > > ITSM 7.6.04 SP2 > ARS 7.6.04 SP3 > Oracle > Win 2008 Server > > Claire Sanford > Information Systems Division > Memorial Hermann Healthcare System > claire.sanf...@memorialhermann.org > > > > _______________________________________________________________________________ > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 > www.wwrug12.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" > > _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"
