ITSM 7 Work Info
Good morning, I'm curious if anyone else out there has a good explanation for why BMC went from using a Diary field to a separate table for the work log on the ITSM applications. Management here has told the users to fill it out more, and now that they've been doing it, they are upset that the Work Info area is unsearchable. Has anyone found a good way to do this, other than creating a join form for them to perform searches on, or is there some other way? I see why BMC did this from the coolness factor of being able to specify the Work Info Type, Source, etc. but if it's not searchable, it's pretty useless. Thanks, Shawn Pierson Private and confidential as detailed here: http://www.sug.com/disclaimers/default.htm#Mail . If you cannot access the link, please e-mail sender. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are
Re: ITSM 7 Work Info
Shawn - The Work Info is searchable, just not directly from Incident form. In the left nav bar, under 'Advanced Functions', there's a link - 'Advanced Search'. One of the options here is 'Search Incidents by Work Info'. Thanks, Ron Legters Tools Administrator Production and Quality Control Univar USA Inc. www.univarusa.com From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Pierson, Shawn Sent: Friday, January 23, 2009 9:34 AM To: arslist@ARSLIST.ORG Subject: ITSM 7 Work Info ** Good morning, I'm curious if anyone else out there has a good explanation for why BMC went from using a Diary field to a separate table for the work log on the ITSM applications. Management here has told the users to fill it out more, and now that they've been doing it, they are upset that the Work Info area is unsearchable. Has anyone found a good way to do this, other than creating a join form for them to perform searches on, or is there some other way? I see why BMC did this from the coolness factor of being able to specify the Work Info Type, Source, etc. but if it's not searchable, it's pretty useless. Thanks, Shawn Pierson Private and confidential as detailed herehttp://www.sug.com/disclaimers/default.htm#Mail. If you cannot access hyperlink, please e-mail sender. __Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are
Re: ITSM 7 Work Info
Another reason would be for performance. When you bring up an incident, it will pull back all the data in the diary field (which includes an extra query to the B table). By moving it off to a table field it's searchable, better for performance, and it is also a little easier to see how many entries there are If you want to make it searchable, you can always modify the table field to use an EXTERNAL qualification, then have the person pick certain values in different fields, build the qualification into som temp field :TmpQual, And then use that temp field in the External Qualification on the table field. EXTERNAL($TmpQual$) HTH Matt P. From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Ron Legters Sent: Friday, January 23, 2009 12:27 PM To: arslist@ARSLIST.ORG Subject: Re: ITSM 7 Work Info ** Shawn - The Work Info is searchable, just not directly from Incident form. In the left nav bar, under 'Advanced Functions', there's a link - 'Advanced Search'. One of the options here is 'Search Incidents by Work Info'. Thanks, Ron Legters Tools Administrator Production and Quality Control Univar USA Inc. www.univarusa.com From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Pierson, Shawn Sent: Friday, January 23, 2009 9:34 AM To: arslist@ARSLIST.ORG Subject: ITSM 7 Work Info ** Good morning, I'm curious if anyone else out there has a good explanation for why BMC went from using a Diary field to a separate table for the work log on the ITSM applications. Management here has told the users to fill it out more, and now that they've been doing it, they are upset that the Work Info area is unsearchable. Has anyone found a good way to do this, other than creating a join form for them to perform searches on, or is there some other way? I see why BMC did this from the coolness factor of being able to specify the Work Info Type, Source, etc. but if it's not searchable, it's pretty useless. Thanks, Shawn Pierson Private and confidential as detailed herehttp://www.sug.com/disclaimers/default.htm#Mail. If you cannot access hyperlink, please e-mail sender. __Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are html___ __Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are
