Re: Incident Management Console showing wrong incidents

[Tomasiewicz, Mike (Information Technology)]

We created an application assignment rule for "Incident Owner" which defaults 
all tickets to our Service Desk.  This prevents those tickets from displaying 
in the originators queue after they have been transferred.  It also provides 
our service desk with access and views to all of the incidents.  Win-win.

.: Mike T :.

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Thomas
Sent: Friday, September 06, 2013 2:24 AM
To: arslist@ARSLIST.ORG
Subject: Incident Management Console showing wrong incidents

Hi List,

our Incident console in ITSM 7.6.03 seems to show the wrong incidents. It also 
contains incidents that were previously assigned to the group of the user and 
then routed to another. This is only happening in Incident Management Console, 
but not in Overview Console.
Has anyone of you noticed the same behaviour and found a solution for it?

Regards,
Thomas

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Re: Incident Management Console showing wrong incidents

[Das, Anusha (non-US)]

You might want to check if the Incident ownership is still with the original 
group (this can be found in the date/system tab). Incident Console display 
tickets "owned" by a support group too. 

Anusha Das
NRC-ITISS Remedy Developer
ITIL V3 Foundations
Dell | Services, Federal Government
Office + 1 240.406.9864
anusha_...@federal.dell.com


-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Thomas
Sent: Friday, September 06, 2013 3:24 AM
To: arslist@ARSLIST.ORG
Subject: Incident Management Console showing wrong incidents

Hi List,

our Incident console in ITSM 7.6.03 seems to show the wrong incidents. It also 
contains incidents that were previously assigned to the group of the user and 
then routed to another. This is only happening in Incident Management Console, 
but not in Overview Console.
Has anyone of you noticed the same behaviour and found a solution for it?

Regards,
Thomas

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Re: Incident Management Console

[Brittain, Mark]

Hi Gajanan,

I ran into this a little while ago. The base form for the table is the watch 
list and workflow changes this to the Help Desk form.  The table in the 
Incident Console or all tables for that matter references the Field ID. In 
order for this to work the field added to the watch list join form must have 
the same Field ID number as the field on the Help Desk form you want to display.

Mark

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Gajanan Swami
Sent: Thursday, May 30, 2013 8:52 AM
To: arslist@ARSLIST.ORG
Subject: Re: Incident Management Console

**
Hi,

I think I'm missing something when trying to add new columns to Incident 
management Console table.

I have added columns into the watch list form and data values appear into 
console after selecting watch list only. However field is available for other 
options like Select My Group/All Groups but no data into the newly added 
columns now. Not sure what is missing even workflow looks upto the Incident 
form through EXTERNAL.

Regards,
Gajanan

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Anusha Das
Sent: Saturday, October 27, 2012 6:23 AM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Re: Incident Management Console

**
Mark,

   The table that appears in the Incident Management console actually pulls 
data using EXTERNAL table qualification and it pulls it from a few different 
sources, but to answer your question, it is on the HPD:Incident Management 
Console form itself.

   My understanding is that if you makes the changes on the Incident Mgmt 
Console form, it will reflect the changes on the Home Page as well. We have 
made some customizations to the Incident Mgmt Console and see it reflected if 
Incident Mgmt Console is added to to the Home Page.

Date: Sat, 27 Oct 2012 04:15:16 +0530
From: ravira...@hotmail.com<mailto:ravira...@hotmail.com>
Subject: Re: Incident Management Console
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>

**
Mark
If you want to add new colums in the overview console

You have to configure the ARDBCAppQuery plugin for the new field.
For adding a new field follwo the below steps
Create the field in SHR:ARDBC:Overview Console_template form and on 
SHR:ARDBC:Overview Console form
Create an entry in the SHR:ARDBCFields form
if the field is a Selection field, create Value records in the 
SHR:ARDBCEnumLookup form
Restart the AR Plugin Server


Thanks
Ravi Rai



Date: Fri, 26 Oct 2012 08:32:38 -0400
From: mbritt...@navisite.com<mailto:mbritt...@navisite.com>
Subject: Incident Management Console
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>

**
Hi All,

I am working in ITSM 7.6.04 and I need to show or hide some of the columns. 
There question I have is "where  is the table". If I look in the HPD: Incident 
Management Console, the database/ID name is  z2TH_incidents/302087200. Also if 
I look in the HPD: HomePageContent:RL_IncidientConsole , the name/ID is the same

How does that work? My guess is what appears in the Incident Management Console 
is a view of the other form.
So where would I make the change?

Thanks
Mark

Mark Brittain
Remedy Developer
ITILv3 Foundation
NaviSite - A Time Warner Cable Company
mbritt...@navisite.com<mailto:mbritt...@navisite.com>
Office: 315-453-2912 x5335
Mobile: 315-882.5360



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Re: Incident Management Console

[Gajanan Swami]

Hi,

I think I'm missing something when trying to add new columns to Incident 
management Console table.

I have added columns into the watch list form and data values appear into 
console after selecting watch list only. However field is available for other 
options like Select My Group/All Groups but no data into the newly added 
columns now. Not sure what is missing even workflow looks upto the Incident 
form through EXTERNAL.

Regards,
Gajanan

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Anusha Das
Sent: Saturday, October 27, 2012 6:23 AM
To: arslist@ARSLIST.ORG
Subject: Re: Incident Management Console

**
Mark,

   The table that appears in the Incident Management console actually pulls 
data using EXTERNAL table qualification and it pulls it from a few different 
sources, but to answer your question, it is on the HPD:Incident Management 
Console form itself.

   My understanding is that if you makes the changes on the Incident Mgmt 
Console form, it will reflect the changes on the Home Page as well. We have 
made some customizations to the Incident Mgmt Console and see it reflected if 
Incident Mgmt Console is added to to the Home Page.

Date: Sat, 27 Oct 2012 04:15:16 +0530
From: ravira...@hotmail.com<mailto:ravira...@hotmail.com>
Subject: Re: Incident Management Console
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>

**
Mark
If you want to add new colums in the overview console

You have to configure the ARDBCAppQuery plugin for the new field.
For adding a new field follwo the below steps
Create the field in SHR:ARDBC:Overview Console_template form and on 
SHR:ARDBC:Overview Console form
Create an entry in the SHR:ARDBCFields form
if the field is a Selection field, create Value records in the 
SHR:ARDBCEnumLookup form
Restart the AR Plugin Server


Thanks
Ravi Rai



Date: Fri, 26 Oct 2012 08:32:38 -0400
From: mbritt...@navisite.com<mailto:mbritt...@navisite.com>
Subject: Incident Management Console
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>

**
Hi All,

I am working in ITSM 7.6.04 and I need to show or hide some of the columns. 
There question I have is "where  is the table". If I look in the HPD: Incident 
Management Console, the database/ID name is  z2TH_incidents/302087200. Also if 
I look in the HPD: HomePageContent:RL_IncidientConsole , the name/ID is the same

How does that work? My guess is what appears in the Incident Management Console 
is a view of the other form.
So where would I make the change?

Thanks
Mark

Mark Brittain
Remedy Developer
ITILv3 Foundation
NaviSite - A Time Warner Cable Company
mbritt...@navisite.com<mailto:mbritt...@navisite.com>
Office: 315-453-2912 x5335
Mobile: 315-882.5360



This e-mail is the property of NaviSite, Inc. It is intended only for the 
person or entity to which it is addressed and may contain information that is 
privileged, confidential, or otherwise protected from disclosure. Distribution 
or copying of this e-mail, or the information contained herein, to anyone other 
than the intended recipient is prohibited.
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Re: Incident Management Console

[Anusha Das]

Mark, 
   The table that appears in the Incident Management console actually pulls 
data using EXTERNAL table qualification and it pulls it from a few different 
sources, but to answer your question, it is on the HPD:Incident Management 
Console form itself. 
   My understanding is that if you makes the changes on the Incident Mgmt 
Console form, it will reflect the changes on the Home Page as well. We have 
made some customizations to the Incident Mgmt Console and see it reflected if 
Incident Mgmt Console is added to to the Home Page.  

Date: Sat, 27 Oct 2012 04:15:16 +0530
From: ravira...@hotmail.com
Subject: Re: Incident Management Console
To: arslist@ARSLIST.ORG

**




Mark 

If you want to add new colums in the overview console 

 

You have to configure the ARDBCAppQuery plugin for the new field. 

For adding a new field follwo the below steps

Create the field in SHR:ARDBC:Overview Console_template form and on 
SHR:ARDBC:Overview Console form
Create an entry in the SHR:ARDBCFields form 
if the field is a Selection field, create Value records in the 
SHR:ARDBCEnumLookup form 
Restart the AR Plugin Server 

 
Thanks 

Ravi Rai 

 




Date: Fri, 26 Oct 2012 08:32:38 -0400
From: mbritt...@navisite.com
Subject: Incident Management Console
To: arslist@ARSLIST.ORG

** 



Hi All,
 
I am working in ITSM 7.6.04 and I need to show or hide some of the columns. 
There question I have is “where  is the table”. If I look in the HPD: Incident 
Management Console, the database/ID name is  z2TH_incidents/302087200. Also if 
I look in the HPD: HomePageContent:RL_IncidientConsole , the name/ID is the same
 
How does that work? My guess is what appears in the Incident Management Console 
is a view of the other form.
So where would I make the change?
 
Thanks
Mark
 
Mark Brittain
Remedy Developer
ITILv3 Foundation
NaviSite – A Time Warner Cable Company
mbritt...@navisite.com
Office: 315-453-2912 x5335
Mobile: 315-882.5360
 


This e-mail is the property of NaviSite, Inc. It is intended only for the 
person or entity to which it is addressed and may contain information that is 
privileged, confidential, or otherwise protected from disclosure. Distribution 
or copying of this e-mail, or the information contained herein, to anyone other 
than the intended recipient is prohibited.
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Re: Incident Management Console

[ravi rai]

Mark 
If you want to add new colums in the overview console 
 
You have to configure the ARDBCAppQuery plugin for the new field. 
For adding a new field follwo the below steps
Create the field in SHR:ARDBC:Overview Console_template form and on 
SHR:ARDBC:Overview Console form
Create an entry in the SHR:ARDBCFields form 
if the field is a Selection field, create Value records in the 
SHR:ARDBCEnumLookup form 
Restart the AR Plugin Server 

 
Thanks 
Ravi Rai 

 



Date: Fri, 26 Oct 2012 08:32:38 -0400
From: mbritt...@navisite.com
Subject: Incident Management Console
To: arslist@ARSLIST.ORG

** 



Hi All,
 
I am working in ITSM 7.6.04 and I need to show or hide some of the columns. 
There question I have is “where  is the table”. If I look in the HPD: Incident 
Management Console, the database/ID name is  z2TH_incidents/302087200. Also if 
I look in the HPD: HomePageContent:RL_IncidientConsole , the name/ID is the same
 
How does that work? My guess is what appears in the Incident Management Console 
is a view of the other form.
So where would I make the change?
 
Thanks
Mark
 
Mark Brittain
Remedy Developer
ITILv3 Foundation
NaviSite – A Time Warner Cable Company
mbritt...@navisite.com
Office: 315-453-2912 x5335
Mobile: 315-882.5360
 


This e-mail is the property of NaviSite, Inc. It is intended only for the 
person or entity to which it is addressed and may contain information that is 
privileged, confidential, or otherwise protected from disclosure. Distribution 
or copying of this e-mail, or the information contained herein, to anyone other 
than the intended recipient is prohibited.
_attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_ 
  
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Re: Incident Management Console/Incident Ownership Process

[Nikolay Fedoseyenko]

We didn't like this as well, when migrated to ITSM 7.6 little over a year ago. 
I did:
Added assignment rule for Incident Owner to be Help Desk. Could be multiple 
based on your location and org structure. We have one central help desk that 
answear all calls and forward/escalate incidents, so this gives access to the 
ticket even when ticket not assigned to them any more. (you may already got 
this step done)
 
Updated workflow that prepares logic for EXTERNAL command on HPD:Incident 
Management Console taking out ownership portion. Since Help Desk already set as 
an owner for each incident there is no need for them to see any of those and 
they can search for specific incident if there is a need to update it.
Disable "HPD:COI:BuildQualification_100_Owner" active link
Update last set field action in 
"HPD:COI:ConsoleView_200_PersonalAssigneeOwner-G" active link changint it from 
(((
to(
When renaming/preserving the original workflow, keep in mind that both active 
links are part of the guide.
This been working great for as.
 "("+ $z1D TableQual02$) + ")""(("+ $z1D TableQual02$) + ")") + " OR ") + "(") 
+ "'Owner Login ID'") + "=") + """$USER$""") + "))"
 
 

From: strauss 
To: arslist@ARSLIST.ORG
Sent: Thursday, October 13, 2011 3:53 PM
Subject: Re: Incident Management Console/Incident Ownership Process

On point 1., design your assignment rules that set Ownership however you want; 
don't accept the default behaviors.

On point 2., this was changed somewhere between ITSM 7.0 and 7.6.x to where it 
is impossible to easily filter out the Ownership-only records.  It is HUGE 
problem for us in our 7.6.04.01 system upgraded from 7.0.03.009.  Our 
faculty/staff customers are organized into over a dozen Support Organizations 
and Departments under a Customer Company, with distributed support units 
configured as their desktop support (students are supported by the central 
helpdesk).  Assignment Rules set Ownership to the local support for all 
Incidents for faculty/staff, even if the Incident is assigned to a central 
support entity for action, since in most cases the customer expects their local 
distributed support to be aware of their problem.

In the 7.0 Incident Console there was a toggle between Assigned and Ownership 
that kept Ownership-only tickets hidden until you wanted to look at them; 
switching back and forth was easy.  No longer; this was removed by someone 
without a clue when the 7.6 Incident Consoles were re-designed; when we webexed 
with BMC to show them the problem, they were stunned to see over a hundred 
ownership-only requests in the helpdesk consoles, where there were less than a 
dozen actual assigned, open tickets.  The OOTB filters are useless for 
controlling this, and the custom filters are barely usable as you have to write 
VERY long and complex Boolean queries (that drive the mid-tier nuts if they are 
in error) and must be added by each individual on their support account.

We have had an issue open on this since before we went live but have gotten 
nowhere with it.  BMC wants to say that it is as designed; I say they broke the 
functionality present in 7.0 and I want it back.  If it is "as designed," it is 
lousy design with blinders on.  We are close to the point where I will be 
forced to customize the consoles to restore the toggle to hide Ownership-only 
records.

Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing & IT Center
http://itsm.unt.edu/ 

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Jeff
Sent: Thursday, October 13, 2011 3:39 PM
To: arslist@ARSLIST.ORG
Subject: Incident Management Console/Incident Ownership Process

We are deploying ITSM 7.6.03 and primarily setting up the Incident Management 
module.


One functionality that is new to us is the Incident Ownership process.  We have 
the assignment part working well, however, would like to tweak the incident 
ownership process if possible.


Our primary service desks are set as the Help Desk tier, so they are the owners 
of everything that they create and save internally or anything that they create 
and assign to other support groups.  All other support groups are set as Tier 1 
and whenever they create a case and assign it to another Tier 1 group, the 
originating group becomes the incident owner.  We are looking for 1 of 2 
solutions.


1. We would prefer that instead of the originating group becoming the incident 
owner, the assigned group would become the incident owner. I'm not sure if this 
is possible or not.  If so, is there a place that this can be configured or a 
certain tier that can be used (ie, going from a Tier 3 group to a Tier 2 group).


2. If this is not possible, is there a place to con

Re: Incident Management Console/Incident Ownership Process

[strauss]

On point 1., design your assignment rules that set Ownership however you want; 
don't accept the default behaviors.

On point 2., this was changed somewhere between ITSM 7.0 and 7.6.x to where it 
is impossible to easily filter out the Ownership-only records.  It is HUGE 
problem for us in our 7.6.04.01 system upgraded from 7.0.03.009.  Our 
faculty/staff customers are organized into over a dozen Support Organizations 
and Departments under a Customer Company, with distributed support units 
configured as their desktop support (students are supported by the central 
helpdesk).  Assignment Rules set Ownership to the local support for all 
Incidents for faculty/staff, even if the Incident is assigned to a central 
support entity for action, since in most cases the customer expects their local 
distributed support to be aware of their problem.

In the 7.0 Incident Console there was a toggle between Assigned and Ownership 
that kept Ownership-only tickets hidden until you wanted to look at them; 
switching back and forth was easy.  No longer; this was removed by someone 
without a clue when the 7.6 Incident Consoles were re-designed; when we webexed 
with BMC to show them the problem, they were stunned to see over a hundred 
ownership-only requests in the helpdesk consoles, where there were less than a 
dozen actual assigned, open tickets.  The OOTB filters are useless for 
controlling this, and the custom filters are barely usable as you have to write 
VERY long and complex Boolean queries (that drive the mid-tier nuts if they are 
in error) and must be added by each individual on their support account.

We have had an issue open on this since before we went live but have gotten 
nowhere with it.  BMC wants to say that it is as designed; I say they broke the 
functionality present in 7.0 and I want it back.  If it is "as designed," it is 
lousy design with blinders on.  We are close to the point where I will be 
forced to customize the consoles to restore the toggle to hide Ownership-only 
records.

Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing & IT Center
http://itsm.unt.edu/

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Jeff
Sent: Thursday, October 13, 2011 3:39 PM
To: arslist@ARSLIST.ORG
Subject: Incident Management Console/Incident Ownership Process

We are deploying ITSM 7.6.03 and primarily setting up the Incident Management 
module.

 
One functionality that is new to us is the Incident Ownership process.  We have 
the assignment part working well, however, would like to tweak the incident 
ownership process if possible.

 
Our primary service desks are set as the Help Desk tier, so they are the owners 
of everything that they create and save internally or anything that they create 
and assign to other support groups.  All other support groups are set as Tier 1 
and whenever they create a case and assign it to another Tier 1 group, the 
originating group becomes the incident owner.  We are looking for 1 of 2 
solutions.

 
1. We would prefer that instead of the originating group becoming the incident 
owner, the assigned group would become the incident owner. I'm not sure if this 
is possible or not.  If so, is there a place that this can be configured or a 
certain tier that can be used (ie, going from a Tier 3 group to a Tier 2 group).

 
2. If this is not possible, is there a place to configure the view in the 
incident console so that it only shows cases that your groups as the assignee 
for and not groups you are just the owner of? In the application preferences, 
there is a spot to configure the overview console to have a Role of Assignee, 
Owner, and Assignee and/or Owner. That does what we want, but only does it for 
the Overview console. Is there a place to change this for the Incident Console?

 

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Re: Incident Management Console 7.6.04

[Chowdhury, Tauf]

Your end users should've been able to come up with that one on their own! :)

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of strauss
Sent: Tuesday, August 09, 2011 12:38 PM
To: arslist@ARSLIST.ORG
Subject: Re: Incident Management Console 7.6.04

We are still testing custom filters here; my favorite so far, from our 
administrative desktop support group:

('Assigned Support Organization' = "Admin Controller's Office" OR 'Assigned 
Support Organization' = "Admin International Studies and Pgms" OR 'Assigned 
Support Organization' = "Admin Network Support" OR 'Assigned Support 
Organization' = "Admin University Registrar" OR 'Assigned Support Organization' 
= "Admin University Union" OR 'Assigned Support Organization' = "Enrollment 
Management Support" OR 'Assigned Group' = "ABN Security")  AND ( 'Status' = 
"Assigned" OR 'Status' = "In Progress" OR 'Status' = "Pending")

Dead goats everywhere!

Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing & IT Center http://itsm.unt.edu/

-----Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of patchsk
Sent: Tuesday, August 09, 2011 11:28 AM
To: arslist@ARSLIST.ORG
Subject: Re: Incident Management Console 7.6.04

Yes we received the same complaint from our users(mainly call center agents),  
when we went live a month ago.
Basically users are unable to differentiate the concept that assignment and 
ownership are two different things.
Only process owners understand that, but the regular call center agents do not 
bother to know about it.
All they say is I assigned the tkt to another group and it is still showing up 
in my console, and they keep clicking on that ticket to try to reassign.
BMC did provide some config options to filter by Assignment group Vs Owner 
Group,but that works only for Overview console not for Incident console.
We end up customizing the Incident Console to show only tickets assigned to 
them, not owned by them.
Of course now they lost the visibility of the tickets that are owned by them 
hence lost the visibility to total control of ownership.
Anyway Ticket Owner ship is very loosely used here and not many people bothered 
to care about it in my organization.

On Aug 8, 12:17 pm, strauss  wrote:
> We have only had ITSM 7.6.04 in production for a few hours, and the universal 
> assessment from our users has been unanimous; the new Incident Console 
> (insert appropriate string of expletives here). The fact that it is now 
> impossible to filter it on Role (Assignment versus Owner) as it was in 7.0 is 
> a HUGE step backwards.  We opened an issue with BMC during testing, but you 
> can imagine where that will go.
>
> We already knew that this would happen from our test users' reactions, but it 
> is really baffling the folks who skipped testing.  Someone from our desktop 
> support (which is on a different campus) showed up at the helpdesk this 
> morning, thinking that they needed to work on an Incident that was in fact 
> only Owned by them; it was Assigned to the helpdesk and they were working it.
>
> The helpdesk is the most heavily impacted, since they are the Owner Group for 
> ALL students (~37,000 of them) and ANY Incident opened on behalf of a 
> student, by any support group, and assigned to any support group (like the 
> Library helpdesk), shows up in their console intermingled with the Incidents 
> that are actually assigned to them.  It's more like they are overwhelming the 
> incidents that are actually assigned to them, by 10 or more to one (it is 
> currently 5 assigned versus 59 owned).  Just wait until the semester starts!!
>
> I did unhide the Assigned Group And Owner Group columns in the console before 
> we went live, which helps a little because you can sort them, but it is still 
> a mess.  The helpdesk manager spent several days during testing trying every 
> possible filter available in the console, to no avail.  I guess I will be 
> restoring the 7.0 Role selection function and it's workflow to the 7.6.04 
> system sometime soon; very soon.
>
> Christopher Strauss, Ph.D.
> Call Tracking Administration Manager
> University of North Texas Computing & IT Centerhttp://itsm.unt.edu/
>
> __
> _  UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org 
> attend wwrug11www.wwrug.comARSList: "Where the Answers Are"

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Re: Incident Management Console 7.6.04

[strauss]

We are still testing custom filters here; my favorite so far, from our 
administrative desktop support group:

('Assigned Support Organization' = "Admin Controller's Office" OR 'Assigned 
Support Organization' = "Admin International Studies and Pgms" OR 'Assigned 
Support Organization' = "Admin Network Support" OR 'Assigned Support 
Organization' = "Admin University Registrar" OR 'Assigned Support Organization' 
= "Admin University Union" OR 'Assigned Support Organization' = "Enrollment 
Management Support" OR 'Assigned Group' = "ABN Security")  AND ( 'Status' = 
"Assigned" OR 'Status' = "In Progress" OR 'Status' = "Pending")

Dead goats everywhere!

Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing & IT Center
http://itsm.unt.edu/

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of patchsk
Sent: Tuesday, August 09, 2011 11:28 AM
To: arslist@ARSLIST.ORG
Subject: Re: Incident Management Console 7.6.04

Yes we received the same complaint from our users(mainly call center
agents),  when we went live a month ago.
Basically users are unable to differentiate the concept that
assignment and ownership are two different things.
Only process owners understand that, but the regular call center
agents do not bother to know about it.
All they say is I assigned the tkt to another group and it is still
showing up in my console, and they keep clicking on that ticket to try
to reassign.
BMC did provide some config options to filter by Assignment group Vs
Owner Group,but that works only for Overview console not for Incident
console.
We end up customizing the Incident Console to show only tickets
assigned to them, not owned by them.
Of course now they lost the visibility of the tickets that are owned
by them hence lost the visibility to total control of ownership.
Anyway Ticket Owner ship is very loosely used here and not many people
bothered to care about it in my organization.

On Aug 8, 12:17 pm, strauss  wrote:
> We have only had ITSM 7.6.04 in production for a few hours, and the universal 
> assessment from our users has been unanimous; the new Incident Console 
> (insert appropriate string of expletives here). The fact that it is now 
> impossible to filter it on Role (Assignment versus Owner) as it was in 7.0 is 
> a HUGE step backwards.  We opened an issue with BMC during testing, but you 
> can imagine where that will go.
>
> We already knew that this would happen from our test users' reactions, but it 
> is really baffling the folks who skipped testing.  Someone from our desktop 
> support (which is on a different campus) showed up at the helpdesk this 
> morning, thinking that they needed to work on an Incident that was in fact 
> only Owned by them; it was Assigned to the helpdesk and they were working it.
>
> The helpdesk is the most heavily impacted, since they are the Owner Group for 
> ALL students (~37,000 of them) and ANY Incident opened on behalf of a 
> student, by any support group, and assigned to any support group (like the 
> Library helpdesk), shows up in their console intermingled with the Incidents 
> that are actually assigned to them.  It's more like they are overwhelming the 
> incidents that are actually assigned to them, by 10 or more to one (it is 
> currently 5 assigned versus 59 owned).  Just wait until the semester starts!!
>
> I did unhide the Assigned Group And Owner Group columns in the console before 
> we went live, which helps a little because you can sort them, but it is still 
> a mess.  The helpdesk manager spent several days during testing trying every 
> possible filter available in the console, to no avail.  I guess I will be 
> restoring the 7.0 Role selection function and it's workflow to the 7.6.04 
> system sometime soon; very soon.
>
> Christopher Strauss, Ph.D.
> Call Tracking Administration Manager
> University of North Texas Computing & IT Centerhttp://itsm.unt.edu/
>
> ___ 
> 
> UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org
> attend wwrug11www.wwrug.comARSList: "Where the Answers Are"

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Re: Incident Management Console 7.6.04

[patchsk]

Yes we received the same complaint from our users(mainly call center
agents),  when we went live a month ago.
Basically users are unable to differentiate the concept that
assignment and ownership are two different things.
Only process owners understand that, but the regular call center
agents do not bother to know about it.
All they say is I assigned the tkt to another group and it is still
showing up in my console, and they keep clicking on that ticket to try
to reassign.
BMC did provide some config options to filter by Assignment group Vs
Owner Group,but that works only for Overview console not for Incident
console.
We end up customizing the Incident Console to show only tickets
assigned to them, not owned by them.
Of course now they lost the visibility of the tickets that are owned
by them hence lost the visibility to total control of ownership.
Anyway Ticket Owner ship is very loosely used here and not many people
bothered to care about it in my organization.

On Aug 8, 12:17 pm, strauss  wrote:
> We have only had ITSM 7.6.04 in production for a few hours, and the universal 
> assessment from our users has been unanimous; the new Incident Console 
> (insert appropriate string of expletives here). The fact that it is now 
> impossible to filter it on Role (Assignment versus Owner) as it was in 7.0 is 
> a HUGE step backwards.  We opened an issue with BMC during testing, but you 
> can imagine where that will go.
>
> We already knew that this would happen from our test users' reactions, but it 
> is really baffling the folks who skipped testing.  Someone from our desktop 
> support (which is on a different campus) showed up at the helpdesk this 
> morning, thinking that they needed to work on an Incident that was in fact 
> only Owned by them; it was Assigned to the helpdesk and they were working it.
>
> The helpdesk is the most heavily impacted, since they are the Owner Group for 
> ALL students (~37,000 of them) and ANY Incident opened on behalf of a 
> student, by any support group, and assigned to any support group (like the 
> Library helpdesk), shows up in their console intermingled with the Incidents 
> that are actually assigned to them.  It's more like they are overwhelming the 
> incidents that are actually assigned to them, by 10 or more to one (it is 
> currently 5 assigned versus 59 owned).  Just wait until the semester starts!!
>
> I did unhide the Assigned Group And Owner Group columns in the console before 
> we went live, which helps a little because you can sort them, but it is still 
> a mess.  The helpdesk manager spent several days during testing trying every 
> possible filter available in the console, to no avail.  I guess I will be 
> restoring the 7.0 Role selection function and it's workflow to the 7.6.04 
> system sometime soon; very soon.
>
> Christopher Strauss, Ph.D.
> Call Tracking Administration Manager
> University of North Texas Computing & IT Centerhttp://itsm.unt.edu/
>
> ___ 
> 
> UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org
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Re: Incident Management Console 7.6.04

[strauss]

Yes, we are experimenting with that.  Going that route has a different fallacy. 
If I re-create the 7.0 toggle between Assigned and Owned, which I assume shoved 
some additional qualifications into the external qualification for the 
console's tablefield, the syntax will be tested and encapsulated in the active 
links and everyone will fire the same qualifications whenever they operate it.

With the managed searches, everyone is trying to edit their own Boolean search 
strings and save them into their own account space, and so there will be 
(eventually) hundreds of different custom searches being thrown at the 
tablefield.  I am already seeing the results of their experimentation as 
GoatExceptions in the mid-tier logs - choking on regular expression syntax 
errors. I will up to my eyeballs in dead goats before it's over  :-o

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 Ramey, Anne
Sent: Tuesday, August 09, 2011 7:25 AM
To: arslist@ARSLIST.ORG
Subject: Re: Incident Management Console 7.6.04

**
We had the same issue. We ended up making new "managed searches" on the console 
for assigned (not owned).  Certainly not ideal, but it seems to be an 
acceptable work around for my people

Anne Ramey
***
E-mail correspondence to and from this address may be subject to the North 
Carolina Public Records Law and may be disclosed to third parties only by an 
authorized State Official.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of strauss
Sent: Monday, August 08, 2011 1:18 PM
To: arslist@ARSLIST.ORG
Subject: Incident Management Console 7.6.04

**
We have only had ITSM 7.6.04 in production for a few hours, and the universal 
assessment from our users has been unanimous; the new Incident Console (insert 
appropriate string of expletives here). The fact that it is now impossible to 
filter it on Role (Assignment versus Owner) as it was in 7.0 is a HUGE step 
backwards.  We opened an issue with BMC during testing, but you can imagine 
where that will go.

We already knew that this would happen from our test users' reactions, but it 
is really baffling the folks who skipped testing.  Someone from our desktop 
support (which is on a different campus) showed up at the helpdesk this 
morning, thinking that they needed to work on an Incident that was in fact only 
Owned by them; it was Assigned to the helpdesk and they were working it.

The helpdesk is the most heavily impacted, since they are the Owner Group for 
ALL students (~37,000 of them) and ANY Incident opened on behalf of a student, 
by any support group, and assigned to any support group (like the Library 
helpdesk), shows up in their console intermingled with the Incidents that are 
actually assigned to them.  It's more like they are overwhelming the incidents 
that are actually assigned to them, by 10 or more to one (it is currently 5 
assigned versus 59 owned).  Just wait until the semester starts!!

I did unhide the Assigned Group And Owner Group columns in the console before 
we went live, which helps a little because you can sort them, but it is still a 
mess.  The helpdesk manager spent several days during testing trying every 
possible filter available in the console, to no avail.  I guess I will be 
restoring the 7.0 Role selection function and it's workflow to the 7.6.04 
system sometime soon; very soon.

Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing & IT Center
http://itsm.unt.edu/
_attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_
_attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_

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Re: Incident Management Console 7.6.04

[Ramey, Anne]

We had the same issue. We ended up making new "managed searches" on the console 
for assigned (not owned).  Certainly not ideal, but it seems to be an 
acceptable work around for my people

Anne Ramey

***
E-mail correspondence to and from this address may be subject to the North 
Carolina Public Records Law and may be disclosed to third parties only by an 
authorized State Official.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of strauss
Sent: Monday, August 08, 2011 1:18 PM
To: arslist@ARSLIST.ORG
Subject: Incident Management Console 7.6.04

**
We have only had ITSM 7.6.04 in production for a few hours, and the universal 
assessment from our users has been unanimous; the new Incident Console (insert 
appropriate string of expletives here). The fact that it is now impossible to 
filter it on Role (Assignment versus Owner) as it was in 7.0 is a HUGE step 
backwards.  We opened an issue with BMC during testing, but you can imagine 
where that will go.

We already knew that this would happen from our test users' reactions, but it 
is really baffling the folks who skipped testing.  Someone from our desktop 
support (which is on a different campus) showed up at the helpdesk this 
morning, thinking that they needed to work on an Incident that was in fact only 
Owned by them; it was Assigned to the helpdesk and they were working it.

The helpdesk is the most heavily impacted, since they are the Owner Group for 
ALL students (~37,000 of them) and ANY Incident opened on behalf of a student, 
by any support group, and assigned to any support group (like the Library 
helpdesk), shows up in their console intermingled with the Incidents that are 
actually assigned to them.  It's more like they are overwhelming the incidents 
that are actually assigned to them, by 10 or more to one (it is currently 5 
assigned versus 59 owned).  Just wait until the semester starts!!

I did unhide the Assigned Group And Owner Group columns in the console before 
we went live, which helps a little because you can sort them, but it is still a 
mess.  The helpdesk manager spent several days during testing trying every 
possible filter available in the console, to no avail.  I guess I will be 
restoring the 7.0 Role selection function and it's workflow to the 7.6.04 
system sometime soon; very soon.

Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing & IT Center
http://itsm.unt.edu/
_attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_

___
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Re: Incident Management Console 7.6.04

[Chowdhury, Tauf]

Chris,

We've had the same exact complaints. The whole idea of "Assigned to me"
in BMC's head meaning "Assigned and Owned by me" is ridiculous. One
thing we've had to do is send the users a set of custom filter
qualifications that they can add to their profiles to make life easier.
Outside of Incident, the approval console is still clunky and I still
have no idea why BMC still maintains the RKM Solution and Known Error DB
and also the Problem management Solution and KE DB. Also, don't even get
me started on Analytics... (see previous post).
Also, as these products become more and more integrated and complex,
we've seen a decline in the level of support from BMC. I was
accidentally copied on a bunch of their internal e-mails and it was
horrifying. It was a game of musical tickets and no one wanted to give a
straight answer... and this was internal!

 

If you ever want to chat about all the fun stuff you run into, give me a
call because I've probably run into it first. 

 

-Tauf

646-483-2779

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of strauss
Sent: Monday, August 08, 2011 1:18 PM
To: arslist@ARSLIST.ORG
Subject: Incident Management Console 7.6.04

 

** 

We have only had ITSM 7.6.04 in production for a few hours, and the
universal assessment from our users has been unanimous; the new Incident
Console (insert appropriate string of expletives here). The fact that it
is now impossible to filter it on Role (Assignment versus Owner) as it
was in 7.0 is a HUGE step backwards.  We opened an issue with BMC during
testing, but you can imagine where that will go.

 

We already knew that this would happen from our test users' reactions,
but it is really baffling the folks who skipped testing.  Someone from
our desktop support (which is on a different campus) showed up at the
helpdesk this morning, thinking that they needed to work on an Incident
that was in fact only Owned by them; it was Assigned to the helpdesk and
they were working it.

 

The helpdesk is the most heavily impacted, since they are the Owner
Group for ALL students (~37,000 of them) and ANY Incident opened on
behalf of a student, by any support group, and assigned to any support
group (like the Library helpdesk), shows up in their console
intermingled with the Incidents that are actually assigned to them.
It's more like they are overwhelming the incidents that are actually
assigned to them, by 10 or more to one (it is currently 5 assigned
versus 59 owned).  Just wait until the semester starts!!

 

I did unhide the Assigned Group And Owner Group columns in the console
before we went live, which helps a little because you can sort them, but
it is still a mess.  The helpdesk manager spent several days during
testing trying every possible filter available in the console, to no
avail.  I guess I will be restoring the 7.0 Role selection function and
it's workflow to the 7.6.04 system sometime soon; very soon. 

 

Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing & IT Center
http://itsm.unt.edu/  

_attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_ 

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Re: Incident Management Console

[Shyam Attavar]

Actually, I don't see any reference to the Menu Item ID being set in the logs. 
I looked at all the Activelinks and not there either for the Menu Item ID being 
used. Is this a midtier behavior that cannot be changed, or am I missing 
something?





From: Andrew Fremont 
To: arslist@ARSLIST.ORG
Sent: Tue, March 9, 2010 1:25:53 PM
Subject: Re: Incident Management Console

**
It could be the menu return the requestId, then workflow do a lookup to replace 
the value. It happens slow enough on MT so you could see the Id momentary.


On Tue, Mar 9, 2010 at 12:47 PM, Shyam Attavar  wrote:

**
>
>Dear Listers,
>
>We have been seeing something quite unusual in the Incident Management Console 
>on the midtier:
>- whenever the Role field value is changed from the drop down menu, there is a 
>brief moment we see MNU2932 (the menu item id value from the SYS:Menu 
>Items form) and then the actual Menu Value is displayed in the Role field. 
>
>We don't see this odd behavior on the User Tool. I looked at the AL logs both 
>on the MT and on the UT, but did not see any reference to set fields doing an 
>explicit set fields of the Menu Item ID being set into the Role field being 
>displayed. 
>
>We are running ITSM 7.1.0 on AR System 7.1.0 Patch 6
>
>>Has anyone one else seen this odd behavior? I am unable to explain this 
>>behavior on the MT.
>
>Thanks,
>--
>Shyam
>
>_Platinum Sponsor: rmisoluti...@verizon.net ARSlist: "Where the Answers Are"_


-- 
ARS 7.0.1 P005
MS SQL 2005
MT- 7.1 P006
Microsoft IIS ServletExec/5.0p06


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Re: Incident Management Console

[Andrew Fremont]

It could be the menu return the requestId, then workflow do a lookup to
replace the value. It happens slow enough on MT so you could see the Id
momentary.

On Tue, Mar 9, 2010 at 12:47 PM, Shyam Attavar wrote:

> **
> Dear Listers,
>
> We have been seeing something quite unusual in the Incident Management
> Console on the midtier:
> - whenever the Role field value is changed from the drop down menu, there
> is a brief moment we see MNU2932 (the menu item id value from the
> SYS:Menu Items form) and then the actual Menu Value is displayed in the Role
> field.
>
> We don't see this odd behavior on the User Tool. I looked at the AL logs
> both on the MT and on the UT, but did not see any reference to set fields
> doing an explicit set fields of the Menu Item ID being set into the Role
> field being displayed.
>
> We are running ITSM 7.1.0 on AR System 7.1.0 Patch 6
>
> Has anyone one else seen this odd behavior? I am unable to explain this
> behavior on the MT.
>
> Thanks,
> --
> Shyam
>  _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: "Where the Answers
> Are"_




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Re: Incident Management Console Assigned Work results table and two sets of colors

[Joe DeSouza]

That is exactly what I had done for an egg-timer functionality I created for 
one of my customers a couple of years ago.. I had a set of filters check the 
condtions, and set that color field to whatever color need be displayed and 
based the table field colors off that color field.. Works like a charm..

Joe


- Original Message 
From: Thad K Esser <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Thursday, August 28, 2008 2:06:05 PM
Subject: Re: Incident Management Console Assigned Work results table and two 
sets of colors

** 
One thing I do when the results color needs to be based on multiple conditions 
or situations, is to create an enumerated field ("Results List Color") that has 
the list of colors I'll want and use that field as the basis for the Results 
List colors (defaults to black).  Then create filters for whatever situation 
you face that sets that enumerated field to the appropriate color. 

Thad Esser
Remedy Developer
"Argue for your limitations, and sure enough, they're yours."-- Richard Bach 



Howard Richter <[EMAIL PROTECTED]> 
Sent by: "Action Request System discussion list(ARSList)"  
08/28/2008 10:54 AM 
Please respond to
arslist@ARSLIST.ORG 
 To arslist@ARSLIST.ORG  
cc  
Subject Incident Management Console Assigned Work results table and two sets of 
colors 
  
 


** 
All, 
As we know a table field (I should say as I know, and I might be wrong) can 
only have one set of results colors, however I need two. 
One set is for the SLM (out of the Box) and the other is when an Incident is 
marked critical. 
Any ideas are welcome. 
As always thanks, 
Howard Richter   


-- 
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Red Hat Certified Technician
CompTIA Linux+ Certified
ITIL Foundation Certified 
E-Mail = [EMAIL PROTECTED]
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Re: Incident Management Console Assigned Work results table and two sets of colors

[Howard Richter]

Peter,



Yes.



For example lets say the sla has marked the incident as green (foreground),
and I would like to change the background to yellow since the issue is
critical.



I am thinking of going down Thad's idea, but then I would need to deal with
SLM and updates to the incidents.



hbr


On Thu, Aug 28, 2008 at 2:05 PM, Lammey, Peter A.
<[EMAIL PROTECTED]>wrote:

> ** So do you mean you want to figure out a way to base the results colors
> from the combination of two fields rather than one?
>
>
> Thanks
> Peter Lammey
> ESPN MIT Technical Services & Applications Management
> 860-766-4761
>
>
>  --
> *From:* Action Request System discussion list(ARSList) [mailto:
> [EMAIL PROTECTED] *On Behalf Of *Howard Richter
> *Sent:* Thursday, August 28, 2008 1:55 PM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Incident Management Console Assigned Work results table and two
> sets of colors
>
> **
>
> All,
>
> As we know a table field (I should say as I know, and I might be wrong) can
> only have one set of results colors, however I need two.
>
> One set is for the SLM (out of the Box) and the other is when an Incident
> is marked critical.
>
> Any ideas are welcome.
>
> As always thanks,
>
> Howard Richter
>
>
> --
> Howard Richter
> Red Hat Certified Technician
> CompTIA Linux+ Certified
> ITIL Foundation Certified
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Re: Incident Management Console Assigned Work results table and two sets of colors

[LJ Longwing]

You will need to create a new selection field that contains the colors you
want to display, then create workflow to set that selection field based on
your own criteria maybe something like, follow all of the SLM rules, but if
it's critical set it to another colorthen change your table to use this
new selection field instead of the default.

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Howard Richter
Sent: Thursday, August 28, 2008 11:55 AM
To: arslist@ARSLIST.ORG
Subject: Incident Management Console Assigned Work results table and two
sets of colors


** 

All,

As we know a table field (I should say as I know, and I might be wrong) can
only have one set of results colors, however I need two.

One set is for the SLM (out of the Box) and the other is when an Incident is
marked critical. 

Any ideas are welcome. 

As always thanks,

Howard Richter  



-- 
Howard Richter
Red Hat Certified Technician
CompTIA Linux+ Certified
ITIL Foundation Certified 
E-Mail = [EMAIL PROTECTED]
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Re: Incident Management Console Assigned Work results table and two sets of colors

[Thad K Esser]

One thing I do when the results color needs to be based on multiple 
conditions or situations, is to create an enumerated field ("Results List 
Color") that has the list of colors I'll want and use that field as the 
basis for the Results List colors (defaults to black).  Then create 
filters for whatever situation you face that sets that enumerated field to 
the appropriate color.

Thad Esser
Remedy Developer
"Argue for your limitations, and sure enough, they're yours."-- Richard 
Bach



Howard Richter <[EMAIL PROTECTED]> 
Sent by: "Action Request System discussion list(ARSList)" 

08/28/2008 10:54 AM
Please respond to
arslist@ARSLIST.ORG


To
arslist@ARSLIST.ORG
cc

Subject
Incident Management Console Assigned Work results table and two sets of 
colors






** 
All,
As we know a table field (I should say as I know, and I might be wrong) 
can only have one set of results colors, however I need two.
One set is for the SLM (out of the Box) and the other is when an Incident 
is marked critical. 
Any ideas are welcome. 
As always thanks,
Howard Richter 


-- 
Howard Richter
Red Hat Certified Technician
CompTIA Linux+ Certified
ITIL Foundation Certified 
E-Mail = [EMAIL PROTECTED]
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Re: Incident Management Console Assigned Work results table and two sets of colors

[Lammey, Peter A.]

So do you mean you want to figure out a way to base the results colors from the 
combination of two fields rather than one?



Thanks
Peter Lammey
ESPN MIT Technical Services & Applications Management
860-766-4761




From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Howard Richter
Sent: Thursday, August 28, 2008 1:55 PM
To: arslist@ARSLIST.ORG
Subject: Incident Management Console Assigned Work results table and two sets 
of colors

**
All,
As we know a table field (I should say as I know, and I might be wrong) can 
only have one set of results colors, however I need two.
One set is for the SLM (out of the Box) and the other is when an Incident is 
marked critical.
Any ideas are welcome.
As always thanks,
Howard Richter


--
Howard Richter
Red Hat Certified Technician
CompTIA Linux+ Certified
ITIL Foundation Certified
E-Mail = [EMAIL PROTECTED]
LinkedIn Profile = http://www.linkedin.com/in/hbr4270
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Re: Incident Management Console losing sort

[Gayford, Matthew C.]

It didn't make any difference. But, I did notice that when I right click
inside the table and click the sort submenu, the summary field is not an
available sort option.

I opened the form in the admin tool and don't see anything listed under
the sort/levels tab.

Matt

Matthew C. Gayford
Technology Research & Development
Information Technology Systems Division
University of North Carolina Wilmington 
(910) 962-7177


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of T. Dee
Sent: Thursday, July 31, 2008 9:43 AM
To: arslist@ARSLIST.ORG
Subject: Re: Incident Management Console losing sort

Have you tried right clicking on the table and choosing "reset" - just a
guess.



On Thu, Jul 31, 2008 at 9:37 AM, Gayford, Matthew C. <[EMAIL PROTECTED]>
wrote:
> **
>
> The strange behavior is happening on both the user tool and the
mid-tier.
> We're running ARS & ITSM 7.0.01 patch 003.
>
>
>
> Matt
>
>
>
> Matthew C. Gayford
> Technology Research & Development
> Information Technology Systems Division
> University of North Carolina Wilmington
> (910) 962-7177
>
>
>
> From: Action Request System discussion list(ARSList)
> [mailto:[EMAIL PROTECTED] On Behalf Of Chowdhury, Tauf
> Sent: Thursday, July 31, 2008 9:22 AM
> To: arslist@ARSLIST.ORG
> Subject: Re: Incident Management Console losing sort
>
>
>
> **
>
> Matt,
>
> Can you provide more info? Is it happening on both the User tool and
the
> mid-tier or just 1 of the 2? What version of AR System?
>
>
>
> Tauf Chowdhury | Forest Laboratories, Inc.
>
> Sr. Analyst
>
> Office: 631.858.7765
>
>
>
> 
>
> From: Action Request System discussion list(ARSList)
> [mailto:[EMAIL PROTECTED] On Behalf Of Gayford, Matthew C.
> Sent: Thursday, July 31, 2008 8:52 AM
> To: arslist@ARSLIST.ORG
> Subject: Incident Management Console losing sort
>
>
>
> Hi List,
>
>
>
> I noticed today that the form HPD:Incident Management Console will no
longer
> let users click the summary column and sort the ticket list. It works
with
> all of the other columns, but nothing happens when the summary column
is
> clicked. Our test box is working fine and the sort is correct on that
> install. Any thoughts?
>
>
>
> Thanks,
>
> Matt
>
>
>
> Matthew C. Gayford
> Technology Research & Development
> Information Technology Systems Division
> University of North Carolina Wilmington
> (910) 962-7177
>
>
>
> 
>
> 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.
>
> __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
> html___ __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the
Answers
> Are" html___
>
> __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
> html___


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Re: Incident Management Console losing sort

[T. Dee]

Have you tried right clicking on the table and choosing "reset" - just a guess.



On Thu, Jul 31, 2008 at 9:37 AM, Gayford, Matthew C. <[EMAIL PROTECTED]> wrote:
> **
>
> The strange behavior is happening on both the user tool and the mid-tier.
> We're running ARS & ITSM 7.0.01 patch 003.
>
>
>
> Matt
>
>
>
> Matthew C. Gayford
> Technology Research & Development
> Information Technology Systems Division
> University of North Carolina Wilmington
> (910) 962-7177
>
>
>
> From: Action Request System discussion list(ARSList)
> [mailto:[EMAIL PROTECTED] On Behalf Of Chowdhury, Tauf
> Sent: Thursday, July 31, 2008 9:22 AM
> To: arslist@ARSLIST.ORG
> Subject: Re: Incident Management Console losing sort
>
>
>
> **
>
> Matt,
>
> Can you provide more info? Is it happening on both the User tool and the
> mid-tier or just 1 of the 2? What version of AR System?
>
>
>
> Tauf Chowdhury | Forest Laboratories, Inc.
>
> Sr. Analyst
>
> Office: 631.858.7765
>
>
>
> 
>
> From: Action Request System discussion list(ARSList)
> [mailto:[EMAIL PROTECTED] On Behalf Of Gayford, Matthew C.
> Sent: Thursday, July 31, 2008 8:52 AM
> To: arslist@ARSLIST.ORG
> Subject: Incident Management Console losing sort
>
>
>
> Hi List,
>
>
>
> I noticed today that the form HPD:Incident Management Console will no longer
> let users click the summary column and sort the ticket list. It works with
> all of the other columns, but nothing happens when the summary column is
> clicked. Our test box is working fine and the sort is correct on that
> install. Any thoughts?
>
>
>
> Thanks,
>
> Matt
>
>
>
> Matthew C. Gayford
> Technology Research & Development
> Information Technology Systems Division
> University of North Carolina Wilmington
> (910) 962-7177
>
>
>
> 
>
> 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.
>
> __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
> html___ __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers
> Are" html___
>
> __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
> html___

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Re: Incident Management Console losing sort

[Gayford, Matthew C.]

The strange behavior is happening on both the user tool and the
mid-tier. We're running ARS & ITSM 7.0.01 patch 003.

 

Matt

 

Matthew C. Gayford
Technology Research & Development
Information Technology Systems Division
University of North Carolina Wilmington 
(910) 962-7177

 

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Chowdhury, Tauf
Sent: Thursday, July 31, 2008 9:22 AM
To: arslist@ARSLIST.ORG
Subject: Re: Incident Management Console losing sort

 

** 

Matt,

Can you provide more info? Is it happening on both the User tool and the
mid-tier or just 1 of the 2? What version of AR System?

 

Tauf Chowdhury | Forest Laboratories, Inc.

Sr. Analyst

Office: 631.858.7765

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Gayford, Matthew C.
Sent: Thursday, July 31, 2008 8:52 AM
To: arslist@ARSLIST.ORG
Subject: Incident Management Console losing sort

 

Hi List,

 

I noticed today that the form HPD:Incident Management Console will no
longer let users click the summary column and sort the ticket list. It
works with all of the other columns, but nothing happens when the
summary column is clicked. Our test box is working fine and the sort is
correct on that install. Any thoughts?

 

Thanks,

Matt

 

Matthew C. Gayford
Technology Research & Development
Information Technology Systems Division
University of North Carolina Wilmington 
(910) 962-7177

 



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.

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Re: Incident Management Console losing sort

[Chowdhury, Tauf]

Matt,

Can you provide more info? Is it happening on both the User tool and the
mid-tier or just 1 of the 2? What version of AR System?

 

Tauf Chowdhury | Forest Laboratories, Inc.

Sr. Analyst

Office: 631.858.7765

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Gayford, Matthew C.
Sent: Thursday, July 31, 2008 8:52 AM
To: arslist@ARSLIST.ORG
Subject: Incident Management Console losing sort

 

Hi List,

 

I noticed today that the form HPD:Incident Management Console will no
longer let users click the summary column and sort the ticket list. It
works with all of the other columns, but nothing happens when the
summary column is clicked. Our test box is working fine and the sort is
correct on that install. Any thoughts?

 

Thanks,

Matt

 

Matthew C. Gayford
Technology Research & Development
Information Technology Systems Division
University of North Carolina Wilmington 
(910) 962-7177

 

__Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
html___

**
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.

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