Re: ITSM Support Groups
No, I have not seen an out-of-the-box way to do this. Adding one or more ActiveLinks that watche the selection of the (re)assigned group and throws up an error dialogue if that group is assigned would be the only way I can quickly think to achieve this. Less-than-ideal, but it would serve the purpose. They could continue working their existing tickets but nobody could set new tickets to their group due to the new AL(s) watching the (re)assignment. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
ITSM Support Groups
What is the difference between obsolete and offline in ITSM 8.1? I need to allow the tickets assigned to the group to be completed without allowing any more tickets to be assigned to the group. Any suggestions? Thanks everyone that is still stuck working this week. :-) Brian Goralczyk Phone 574-643-1144 Email bgoralc...@gmail.com ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: ITSM Support Groups
Brian, I'm pretty sure that this has not changed in 8.1, but in 7.6, the Config guide says: Obsolete - Record is no longer used but it is kept in the system for reference. The record should not be deleted. It is no longer available for selection. Offline - Record has been taken out of Enabled status for a period of time with the intent of enabling it again in the future. The record is no longer available for selection. HTH Leonard Neely From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Brian Goralczyk Sent: Tuesday, December 23, 2014 11:39 AM To: arslist@ARSLIST.ORG Subject: ITSM Support Groups ** What is the difference between obsolete and offline in ITSM 8.1? I need to allow the tickets assigned to the group to be completed without allowing any more tickets to be assigned to the group. Any suggestions? Thanks everyone that is still stuck working this week. :-) Brian Goralczyk Phone 574-643-1144 Email bgoralc...@gmail.commailto:bgoralc...@gmail.com _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
Re: ITSM Support Groups
Leonard, Thanks for the definition. I am looking more from a functional level. I am hoping someone knows a trick to allowing a support group to finish up the open tickets they have but not allow any more tickets to be assigned to the support group. Brian Goralczyk Phone 574-643-1144 Email bgoralc...@gmail.com On Tue, Dec 23, 2014 at 3:02 PM, Neely, Leonard lne...@columnit.com wrote: ** Brian, I'm pretty sure that this has not changed in 8.1, but in 7.6, the Config guide says: Obsolete - Record is no longer used but it is kept in the system for reference. The record should not be deleted. It is no longer available for selection. Offline - Record has been taken out of Enabled status for a period of time with the intent of enabling it again in the future. The record is no longer available for selection. HTH *Leonard Neely* *From:* Action Request System discussion list(ARSList) [mailto: arslist@ARSLIST.ORG] *On Behalf Of *Brian Goralczyk *Sent:* Tuesday, December 23, 2014 11:39 AM *To:* arslist@ARSLIST.ORG *Subject:* ITSM Support Groups ** What is the difference between obsolete and offline in ITSM 8.1? I need to allow the tickets assigned to the group to be completed without allowing any more tickets to be assigned to the group. Any suggestions? Thanks everyone that is still stuck working this week. :-) Brian Goralczyk Phone 574-643-1144 Email bgoralc...@gmail.com _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
Re: ITSM Support Groups
Not sure I understand why that wouldn't work. Setting a support group to Offline doesn't alter the visibility of Incidents that are already assigned to that group. So, those incidents should still be visible in the IM Console, and searchable. I does however, prevent that support group from being selected for assignment - Which is what it sounded like you end goal was? Leonard Neely From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Brian Goralczyk Sent: Tuesday, December 23, 2014 12:41 PM To: arslist@ARSLIST.ORG Subject: Re: ITSM Support Groups ** Leonard, Thanks for the definition. I am looking more from a functional level. I am hoping someone knows a trick to allowing a support group to finish up the open tickets they have but not allow any more tickets to be assigned to the support group. Brian Goralczyk Phone 574-643-1144 Email bgoralc...@gmail.commailto:bgoralc...@gmail.com On Tue, Dec 23, 2014 at 3:02 PM, Neely, Leonard lne...@columnit.commailto:lne...@columnit.com wrote: ** Brian, I'm pretty sure that this has not changed in 8.1, but in 7.6, the Config guide says: Obsolete - Record is no longer used but it is kept in the system for reference. The record should not be deleted. It is no longer available for selection. Offline - Record has been taken out of Enabled status for a period of time with the intent of enabling it again in the future. The record is no longer available for selection. HTH Leonard Neely From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG] On Behalf Of Brian Goralczyk Sent: Tuesday, December 23, 2014 11:39 AM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: ITSM Support Groups ** What is the difference between obsolete and offline in ITSM 8.1? I need to allow the tickets assigned to the group to be completed without allowing any more tickets to be assigned to the group. Any suggestions? Thanks everyone that is still stuck working this week. :-) Brian Goralczyk Phone 574-643-1144tel:574-643-1144 Email bgoralc...@gmail.commailto:bgoralc...@gmail.com _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
Re: ITSM Support Groups
It also prevents the ticket to be updated until the ticket is reassigned. Brian Goralczyk Phone 574-643-1144 Email bgoralc...@gmail.com On Tue, Dec 23, 2014 at 4:04 PM, Neely, Leonard lne...@columnit.com wrote: ** Not sure I understand why that wouldn't work. Setting a support group to Offline doesn't alter the visibility of Incidents that are already assigned to that group. So, those incidents should still be visible in the IM Console, and searchable. I does however, prevent that support group from being selected for assignment - Which is what it sounded like you end goal was? *Leonard Neely* *From:* Action Request System discussion list(ARSList) [mailto: arslist@ARSLIST.ORG] *On Behalf Of *Brian Goralczyk *Sent:* Tuesday, December 23, 2014 12:41 PM *To:* arslist@ARSLIST.ORG *Subject:* Re: ITSM Support Groups ** Leonard, Thanks for the definition. I am looking more from a functional level. I am hoping someone knows a trick to allowing a support group to finish up the open tickets they have but not allow any more tickets to be assigned to the support group. Brian Goralczyk Phone 574-643-1144 Email bgoralc...@gmail.com On Tue, Dec 23, 2014 at 3:02 PM, Neely, Leonard lne...@columnit.com wrote: ** Brian, I'm pretty sure that this has not changed in 8.1, but in 7.6, the Config guide says: Obsolete - Record is no longer used but it is kept in the system for reference. The record should not be deleted. It is no longer available for selection. Offline - Record has been taken out of Enabled status for a period of time with the intent of enabling it again in the future. The record is no longer available for selection. HTH *Leonard Neely* *From:* Action Request System discussion list(ARSList) [mailto: arslist@ARSLIST.ORG] *On Behalf Of *Brian Goralczyk *Sent:* Tuesday, December 23, 2014 11:39 AM *To:* arslist@ARSLIST.ORG *Subject:* ITSM Support Groups ** What is the difference between obsolete and offline in ITSM 8.1? I need to allow the tickets assigned to the group to be completed without allowing any more tickets to be assigned to the group. Any suggestions? Thanks everyone that is still stuck working this week. :-) Brian Goralczyk Phone 574-643-1144 Email bgoralc...@gmail.com _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_ _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
Re: OT: Using ITSM Workflow to Manage Custom Apps (was Using ITSM Support Groups with AR System Roles)
Mark, I think what you need to do is go to the Group form (not the support group form) and find your Group ID number. Change the Group Name to the Long Group Name (just the last part, the text). Not sure if this helps, but we have created alot of our own forms and used the permssions and Support Groups to control record access. Steve ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: Using ITSM Support Groups with AR System Roles
HI Mark. I agree with Nancy, and can go a bit further: significant workflow is involved keeping User, People Permission Groups, and other tables SYNCHRONIZED as an administrator configures via CTM:People and the People-View in Nancy's response. In fact, I do not recommend trying this by hand under any conditions. We are on ITSM 7.6.04 sp3. We actually found a situation in base-version ITSM 7.6.04 where Support-Staff records entered via the Application Administration Console and its popup would actually fail to update 'availability' and other facets of support-group records. I have made it a practice in my portfolio to ALWAYS create/modify/de-commission support-staff records directly[EXCLUSIVELY!!] in CTM:People. Always! I cannot help you concerning mixing these activities with your custom in-house items--especially if you are adding groups/roles other than in the manner specified in the configuration guide. The number of 'touchpoints' is large, and diagnosis may require finding exactly which rights you expect to see and do not observe. We field a large multi-tenancy implementation, of which Dr Christopher Strauss has expounded regularly in this list. Don W. McClure, P.E. ITSS Call Tracking Administration University of North Texas System dwmac @ unt . edu -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Nancy Tietz Sent: Wednesday, May 23, 2012 12:31 PM To: arslist@ARSLIST.ORG Subject: Re: Using ITSM Support Groups with AR System Roles Hi - This is my take on it. With ITSM, the AR User form and AR Group form are not generally needed. They don't have enough information. The People form on ITSM (Administrator Console Application Administration Console People-View) is the one that has people associated with the Support Group Names and the Functional Roles which are based on the Support Group. It isn't necessary very often to have to look at the actual number of the support group. Just the name. I also think it is confusing that you have to do 'Permissions' that say Knowledge Admin etc, and then do 'Support Groups' and also worry about the 'Functional support Groups. It is a lot to grapple with all at once. Best wishes! -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Mark Lyndle Johnson Sent: Wednesday, May 23, 2012 12:46 PM To: arslist@ARSLIST.ORG Subject: Using ITSM Support Groups with AR System Roles My organization has been running Remedy AR Server for a very long time solely using custom in-house built forms and applications. We're transitioning to ITSM for our main ticketing forms and keeping some of our self-built custom forms. I set up a 7.6.04 SP 2 ITSM server and have migrated our custom applications over (these were mostly built in a AR System 7.1 environment), and I'm having trouble using the ITSM Support Groups to grant rights to our custom apps. In the ITSM People form, if I make a user a member of a Support Group, then if I open that same user's entry in the AR System User form, I see that they have a number listed in their Group List field. If I then go to the AR System Group form and search for a group with a Group Name matching that number, I come across an entry where the Long Group Name field states that it is for the Support Group I just made the user a member of. Then I go to the AR System Roles form, and I see that the Test and Production drop down menus that list AR System groups also contain all of these Group form group name numbers that related to all of our ITSM Support Groups. The problem is that if I select one of these number groups, none of the users in the corresponding ITSM Support Groups are picking up the rights that that role is supposed to grant to them. I double checked that the AR System Application that the role pertains to is in either a Testing or Production state. I dont' understand how to use these numbered groups to allow us to grant Role permissions to ITSM Support Group members. Does anybody have any thoughts on this? Thanks, Mark ___ 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 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: OT: Using ITSM Workflow to Manage Custom Apps (was Using ITSM Support Groups with AR System Roles)
Hi, I just added a Role to the People-permission-interface, and that was no problem. To add a Role to the People-permission-interface under an existing Product Name, you just submit a ticket into LIC:SYS-License Permission Map: Permission Group = Name of my Group Permission Group ID = 10123 License Required = None Product Name = Incident Mgmt/Service Desk Permission Tag Name = $NULL$ System Lock = Yes View Access = Public Navigation Tier 1 = Incident Status = Enabled Best Regards - Misi, RRR AB, http://rrr.se Mark mentions adding existing custom applications to new ITSM environment. We will be in the same situation as we continue to replace our older system in phases. Some of our apps do not have an ITSM equivalent and will still be needed. There was some discussion earlier in May around People Permission Group records and syncing to the Group List on User records. I am thinking I would like to tap into this for our custom apps. We have always had a bit of challenge managing our custom app/form's specific permissions. Part of it is maintenance because we can't give it to other teams to manage because some groups are a bit cryptic and also our Service Desk has no visibility into the permissions a user has. I think it would be great to use the People record as a central place to update Permission Groups as well as Support Group memberships for our custom applications. Has anybody added their custom/3rd part apps to the ITSM permission/group management model? Jason On Wed, May 23, 2012 at 9:45 AM, Mark Lyndle Johnson johnso...@missouri.edu wrote: My organization has been running Remedy AR Server for a very long time solely using custom in-house built forms and applications. We're transitioning to ITSM for our main ticketing forms and keeping some of our self-built custom forms. I set up a 7.6.04 SP 2 ITSM server and have migrated our custom applications over (these were mostly built in a AR System 7.1 environment), and I'm having trouble using the ITSM Support Groups to grant rights to our custom apps. In the ITSM People form, if I make a user a member of a Support Group, then if I open that same user's entry in the AR System User form, I see that they have a number listed in their Group List field. If I then go to the AR System Group form and search for a group with a Group Name matching that number, I come across an entry where the Long Group Name field states that it is for the Support Group I just made the user a member of. Then I go to the AR System Roles form, and I see that the Test and Production drop down menus that list AR System groups also contain all of these Group form group name numbers that related to all of our ITSM Support Groups. The problem is that if I select one of these number groups, none of the users in the corresponding ITSM Support Groups are picking up the rights that that role is supposed to grant to them. I double checked that the AR System Application that the role pertains to is in either a Testing or Production state. I dont' understand how to use these numbered groups to allow us to grant Role permissions to ITSM Support Group members. Does anybody have any thoughts on this? Thanks, Mark ___ 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 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: OT: Using ITSM Workflow to Manage Custom Apps (was Using ITSM Support Groups with AR System Roles)
Now the question is does BMC condone this type of behavior? Am I just asking for trouble by using BMC's workflow? There is an article that also describes the process in the BMC Communities that looks like it was created by a BMC employee (DOC-9466https://communities.bmc.com/communities/docs/DOC-9466 ). Jason ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: OT: Using ITSM Workflow to Manage Custom Apps (was Using ITSM Support Groups with AR System Roles)
Hi, I do not see how this can be a problem. You are only leveraging the functionality built by BMC. You are not even changing any workflow. Best Regards - Misi, RRR AB, http://www.rrr.se (ARSList MVP 2011) Products from RRR Scandinavia (Best R.O.I. Award at WWRUG10/11): * RRR|License - Not enough Remedy licenses? Save money by optimizing. * RRR|Log - Performance issues or elusive bugs? Analyze your Remedy logs. Find these products, and many free tools and utilities, at http://rrr.se. Now the question is does BMC condone this type of behavior? Am I just asking for trouble by using BMC's workflow? There is an article that also describes the process in the BMC Communities that looks like it was created by a BMC employee (DOC-9466https://communities.bmc.com/communities/docs/DOC-9466 ). Jason ___ 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
Using ITSM Support Groups with AR System Roles
My organization has been running Remedy AR Server for a very long time solely using custom in-house built forms and applications. We're transitioning to ITSM for our main ticketing forms and keeping some of our self-built custom forms. I set up a 7.6.04 SP 2 ITSM server and have migrated our custom applications over (these were mostly built in a AR System 7.1 environment), and I'm having trouble using the ITSM Support Groups to grant rights to our custom apps. In the ITSM People form, if I make a user a member of a Support Group, then if I open that same user's entry in the AR System User form, I see that they have a number listed in their Group List field. If I then go to the AR System Group form and search for a group with a Group Name matching that number, I come across an entry where the Long Group Name field states that it is for the Support Group I just made the user a member of. Then I go to the AR System Roles form, and I see that the Test and Production drop down menus that list AR System groups also contain all of these Group form group name numbers that related to all of our ITSM Support Groups. The problem is that if I select one of these number groups, none of the users in the corresponding ITSM Support Groups are picking up the rights that that role is supposed to grant to them. I double checked that the AR System Application that the role pertains to is in either a Testing or Production state. I dont' understand how to use these numbered groups to allow us to grant Role permissions to ITSM Support Group members. Does anybody have any thoughts on this? Thanks, Mark ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: Using ITSM Support Groups with AR System Roles
Hi - This is my take on it. With ITSM, the AR User form and AR Group form are not generally needed. They don't have enough information. The People form on ITSM (Administrator Console Application Administration Console People-View) is the one that has people associated with the Support Group Names and the Functional Roles which are based on the Support Group. It isn't necessary very often to have to look at the actual number of the support group. Just the name. I also think it is confusing that you have to do 'Permissions' that say Knowledge Admin etc, and then do 'Support Groups' and also worry about the 'Functional support Groups. It is a lot to grapple with all at once. Best wishes! -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Mark Lyndle Johnson Sent: Wednesday, May 23, 2012 12:46 PM To: arslist@ARSLIST.ORG Subject: Using ITSM Support Groups with AR System Roles My organization has been running Remedy AR Server for a very long time solely using custom in-house built forms and applications. We're transitioning to ITSM for our main ticketing forms and keeping some of our self-built custom forms. I set up a 7.6.04 SP 2 ITSM server and have migrated our custom applications over (these were mostly built in a AR System 7.1 environment), and I'm having trouble using the ITSM Support Groups to grant rights to our custom apps. In the ITSM People form, if I make a user a member of a Support Group, then if I open that same user's entry in the AR System User form, I see that they have a number listed in their Group List field. If I then go to the AR System Group form and search for a group with a Group Name matching that number, I come across an entry where the Long Group Name field states that it is for the Support Group I just made the user a member of. Then I go to the AR System Roles form, and I see that the Test and Production drop down menus that list AR System groups also contain all of these Group form group name numbers that related to all of our ITSM Support Groups. The problem is that if I select one of these number groups, none of the users in the corresponding ITSM Support Groups are picking up the rights that that role is supposed to grant to them. I double checked that the AR System Application that the role pertains to is in either a Testing or Production state. I dont' understand how to use these numbered groups to allow us to grant Role permissions to ITSM Support Group members. Does anybody have any thoughts on this? Thanks, Mark ___ 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
OT: Using ITSM Workflow to Manage Custom Apps (was Using ITSM Support Groups with AR System Roles)
Mark mentions adding existing custom applications to new ITSM environment. We will be in the same situation as we continue to replace our older system in phases. Some of our apps do not have an ITSM equivalent and will still be needed. There was some discussion earlier in May around People Permission Group records and syncing to the Group List on User records. I am thinking I would like to tap into this for our custom apps. We have always had a bit of challenge managing our custom app/form's specific permissions. Part of it is maintenance because we can't give it to other teams to manage because some groups are a bit cryptic and also our Service Desk has no visibility into the permissions a user has. I think it would be great to use the People record as a central place to update Permission Groups as well as Support Group memberships for our custom applications. Has anybody added their custom/3rd part apps to the ITSM permission/group management model? Jason On Wed, May 23, 2012 at 9:45 AM, Mark Lyndle Johnson johnso...@missouri.edu wrote: My organization has been running Remedy AR Server for a very long time solely using custom in-house built forms and applications. We're transitioning to ITSM for our main ticketing forms and keeping some of our self-built custom forms. I set up a 7.6.04 SP 2 ITSM server and have migrated our custom applications over (these were mostly built in a AR System 7.1 environment), and I'm having trouble using the ITSM Support Groups to grant rights to our custom apps. In the ITSM People form, if I make a user a member of a Support Group, then if I open that same user's entry in the AR System User form, I see that they have a number listed in their Group List field. If I then go to the AR System Group form and search for a group with a Group Name matching that number, I come across an entry where the Long Group Name field states that it is for the Support Group I just made the user a member of. Then I go to the AR System Roles form, and I see that the Test and Production drop down menus that list AR System groups also contain all of these Group form group name numbers that related to all of our ITSM Support Groups. The problem is that if I select one of these number groups, none of the users in the corresponding ITSM Support Groups are picking up the rights that that role is supposed to grant to them. I double checked that the AR System Application that the role pertains to is in either a Testing or Production state. I dont' understand how to use these numbered groups to allow us to grant Role permissions to ITSM Support Group members. Does anybody have any thoughts on this? Thanks, Mark ___ 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
Change Company on ITSM Support Groups
Hi, The client where I am working today has a bunch of groups that needs to move in to separate companies. The structure now is: Comp/Org/Group AAA/BBB/BBB AAA/CCC/CCC AAA/DDD/DDD This should now change, and new companies for BBB, CCC and DDD needs to be created: BBB/BBB/BBB CCC/CCC/CCC DDD/DDD/DDD None of these Support Groups has really been used, and have no tickets assigned to them. Are there any quick way to do this? The obvious way would be to create a Company, and then change the CTM:Support Group record to point to that company instead. Not really a surprise, but this does not seem to be enough... Any suggestions? Best Regards - Misi, RRR AB, http://www.rrr.se (ARSList MVP 2011) Products from RRR Scandinavia (Best R.O.I. Award at WWRUG10/11): * RRR|License - Not enough Remedy licenses? Save money by optimizing. * RRR|Log - Performance issues or elusive bugs? Analyze your Remedy logs. Find these products, and many free tools and utilities, at http://rrr.se. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
