ADVERT WARNING!!! A general rule of thumb I have learned over the years.
"Custom users are happy users." "Out of the box" companies - have happy managers -- but the users aren't happy. Any manager that puts their wishes over the users wishes - is a "dead man walking". Therefore - customize -- but just have a good understanding of what you are doing - and all is well. BTW - The Kinetic suite is all about being able to have the interface you want/process you want - yet maintain management sanity. So - when you finally are sick-and-tired of being the ping-pong ball and getting batted around between customize/don't customize -- then give me a call. Else - load up on the Advil. -John On Fri, Apr 11, 2014 at 5:13 PM, Jason Miller <jason.mil...@gmail.com>wrote: > ** > This customize, "we don't recommend customizing", customize, "we don't > recommend customizing", customize, "we don't recommend customizing" cycle > has really quit frankly pissed people off our organization. ITSM is > viewed as being inflexible and more complex than needed. > > I completely understand technically why AR_ESCALATOR or Remedy Application > Service shows in some places. However that mean nothing to my customers. > It is cold and unfriendly. It makes them dislike the system even more. > Now do we have a strong ITSM champion (with authority) to help with our > transition?, Nope so I guess much of this can be expected. > > RE: "To be frank, you should educate the user community on using the view > audit log menu option on the change request instead of performing a > customization with no value. " > > I am going to disagree here. UX and usability is of value. The app > should be smarter here. Don't get me wrong AR System and ITSM have come a > long with with new features that increase usability since 7.1 but it still > isn't quite where it "needs" to be to meet user's expectations. Our > users our tired of clicking buttons to open (audit) windows to find data > somewhere else. A user shouldn't have to look at the audit log to try and > figure out who touched the record last if there is a Last Modify By field. > > I certainly see there are challenges with Escalations. Who should it show > the user as if the system performed the last action? That is tricky. An > in some cases there probably isn't an alternative. > > Just imagine if Facebook showed 'Facebook Application Service' has sent > you a message because there is a schedule process that actually performs > the notification. Or if a retweet showed as being from Hootsuite instead > of the user that used Hootsuite to retweet the tweet. > > Of course as an administrator I appreciate being able to see if a user or > the system last touched the record but my users, not so much. > > As for the Remedy Application Service showing as the submitter in > SRMfulfillment requests this can be overcome. I have tested it (8.x) and you > can map the submitter through the process so their login name shows as > the submitter instead of Remedy Application Server. Should we have to do > this? Probably not. > > Jason > > > On Fri, Apr 11, 2014 at 11:32 AM, Kemes, Lisa A DLA CTR INFORMATION > OPERATIONS <lisa.kemes....@dla.mil> wrote: > >> This is such a pet peeve of mine. Not sure if this is "fixed" in 8.0 or >> 8.1 (we are on 7.6.4 sp5). >> >> OK, fine Remedy Application Service is always taking over the modified >> by field, but then there should be (OOB) a field of when a real person >> touched it. For example, I created a service request, that created a >> Work Order. When I go to the Work Order console and do a filter on >> Submitted by Me, guess what? Nothing comes up because it's the app >> service that created the Work Order. So we have to customize, >> customize, customize. >> >> Lisa >> >> -----Original Message----- >> From: Action Request System discussion list(ARSList) >> [mailto:arslist@ARSLIST.ORG] On Behalf Of Suresh Loganathan >> Sent: Friday, April 11, 2014 10:38 AM >> To: arslist@ARSLIST.ORG >> Subject: Re: Remedy Application Service showing in Submitter and Last >> Modified Field >> >> ** >> >> Roger/Tauf, >> >> Thanks for the information.The ways are 1. Check the info with audit log >> and 2. create customization. >> >> am I right? Any idea about AR_Escalator? Recently, we can see the info >> from people form. >> >> Regards, >> Suresh Loganathan. >> >> >> On Apr 11, 2014 7:44 PM, "Roger Justice" <rjust2...@aol.com> wrote: >> >> >> ** This is a standard rejection workflow and it does not capture >> who did the rejection. You will need to create a customization off of >> the Signature form to capture the specific person that cancels the >> Change. >> >> >> >> -----Original Message----- >> From: Suresh Loganathan <ersures...@gmail.com> >> To: arslist <arslist@ARSLIST.ORG> >> Sent: Fri, Apr 11, 2014 9:59 am >> Subject: Remedy Application Service showing in Submitter and >> Last Modified Field >> >> >> ** >> Team, >> Having a big issue in my remedy environment with "Remedy >> Application Service" and " AR_Escalator". >> Believe, it's an Out Of Box behaviour. Scenario: 1, if we reject >> the change from CHG:Infrastructure Change form. The work info submitter >> field showing as Remedy Application Service. >> It's creating a confusion who reject the change. Have tried with >> logs enable with Escalation, ACTL and FLTR. >> Do we have any option to fix this change via configuration work? >> Kindly advise. >> Regards, >> Suresh Loganathan. >> _ARSlist: "Where the Answers Are" and have been for 20 years_ >> _ARSlist: "Where the Answers Are" and have been for 20 years_ >> >> _ARSlist: "Where the Answers Are" and have been for 20 years_ >> >> >> _______________________________________________________________________________ >> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org >> "Where the Answers Are, and have been for 20 years" >> > > _ARSlist: "Where the Answers Are" and have been for 20 years_ -- *John Sundberg* Kinetic Data, Inc. "Your Business. Your Process." 651-556-0930 I john.sundb...@kineticdata.com www.kineticdata.com I community.kineticdata.com _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
