Re: 3rd issue - This time it is the Requester Console - Adding a third tier
Has anyone been able to add a field to the Requester console? We added a field to Incident and need the field to be on the Requester Console. I have not been able to find any docs on how to add a field. Bala Patel Remedy Administrator From: Gareth Oliver gareth.oli...@planwell.net To: arslist@ARSLIST.ORG Sent: Wednesday, June 24, 2009 7:21:54 PM Subject: Re: 3rd issue - This time it is the Requester Console - Adding a third tier ** Scott, The Requester Console does not directly submit into the Incident form (I'm assuming you're using ITSM7.x based on your previous emails). Instead, it submits a request into the SRM subsystem, which in turn creates a record via HPD:InterfaceCreate form (or something like that). The first place to start to diagnose any issues between RQC HPD/CHG is to take a look in the SRM:Request form; find the request that you entered from the RQC, on one of the tabs there will be the option to view any errors; open up that dialog box you'll see what if any errors have occurred. From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Scott Fluegge Sent: Thursday, 25 June 2009 12:25 AM To: ARSList Subject: 3rd issue - This time it is the Requester Console - Adding a third tier ** All, I lied when I said I had 2 issues. I forgot one. We are looking to implement the requester console. Problem is, the two tier Q/A that is out of the box won’t work. We need 3. My Admin was able to add the three and it looks great. Only issue is now when you select save, no incident is created. In looking at the actions behind the save button it is daunting. I am not sure where to even start! Any suggestions? Thanks, Scott_Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
3rd issue - This time it is the Requester Console - Adding a third tier
All, I lied when I said I had 2 issues. I forgot one. We are looking to implement the requester console. Problem is, the two tier Q/A that is out of the box won't work. We need 3. My Admin was able to add the three and it looks great. Only issue is now when you select save, no incident is created. In looking at the actions behind the save button it is daunting. I am not sure where to even start! Any suggestions? Thanks, Scott ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: 3rd issue - This time it is the Requester Console - Adding a third tier
It sounds like you are looking into making the Requester console work the way you want Keep in mind - the more you customize it -- the worse your next upgrade will be. So -- don't customize ITSM -- configure Kinetic Request Kinetic Request is the most configurable/flexible/powerful request system built on BMC ARS. FYI -- works with ARS 7.5 all the way down to ARS 6.0 *** AND ANY APPLICATION EVER WRITTEN ON ARS (purchased or custom written). http://www.kineticdata.com/Products/KineticRequest -John On Jun 24, 2009, at 9:25 AM, Scott Fluegge wrote: ** All, I lied when I said I had 2 issues. I forgot one. We are looking to implement the requester console. Problem is, the two tier Q/A that is out of the box won’t work. We need 3. My Admin was able to add the three and it looks great. Only issue is now when you select save, no incident is created. In looking at the actions behind the save button it is daunting. I am not sure where to even start! Any suggestions? Thanks, Scott _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ -- John David Sundberg 235 East 6th Street, Suite 400B St. Paul, MN 55101 (651) 556-0930-work (651) 247-6766-cell (651) 695-8577-fax john.sundb...@kineticdata.com ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: 3rd issue - This time it is the Requester Console - Adding a third tier
Scott, The Requester Console does not directly submit into the Incident form (I'm assuming you're using ITSM7.x based on your previous emails). Instead, it submits a request into the SRM subsystem, which in turn creates a record via HPD:InterfaceCreate form (or something like that). The first place to start to diagnose any issues between RQC HPD/CHG is to take a look in the SRM:Request form; find the request that you entered from the RQC, on one of the tabs there will be the option to view any errors; open up that dialog box you'll see what if any errors have occurred. From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Scott Fluegge Sent: Thursday, 25 June 2009 12:25 AM To: ARSList Subject: 3rd issue - This time it is the Requester Console - Adding a third tier ** All, I lied when I said I had 2 issues. I forgot one. We are looking to implement the requester console. Problem is, the two tier Q/A that is out of the box won't work. We need 3. My Admin was able to add the three and it looks great. Only issue is now when you select save, no incident is created. In looking at the actions behind the save button it is daunting. I am not sure where to even start! Any suggestions? Thanks, Scott _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
