Re: Implementing Multiple Help Desk Forms
You may want to look at BMC Service Request Management. Thanks Mahesh On Tue, Feb 25, 2014 at 3:22 PM, Tom Siegel tsie...@intrado.com wrote: Hi - Tom the newby again, working on migrating our company from BMC SDE to Remedy. My next major challenge is how to implement the 100 or so custom SDE Incident forms that we created over the years, into Remedy. In SDE it is quite easy to implement custom incident forms, you can even use the same fields on multiple forms! Just design them, give them an Incident Type, throw them under nav bar and off you go. Unfortunately (or fortunately depending upon your perspective) this doesn't appear to fit well with Remedy's architecture. We do have someone helping us through this process and I wanted to throw an idea out to the group and get some feed back. The current plan is to 1) Load up the Remedy Incident Type list with the ones we have in SDE. 2) Create a custom tab on the HPD:Help Desk form for each of our custom SDE forms containing the required fields 3) Based upon the Incident Type selected, expose the proper custom tab (the other ones remain hidden), enabling the user to add the additional data required for the incident type selected It works in theory and I have one mocked up in dev but my concern is since I cannot use the same field under more than one tab (remeber in SDE I could use the same field on multiple forms), I am going to end up with quite a few (100 +) custom fields on the Help Desk form. Comments? Has anyone else had this challange and solved it a differnt way? Thanks, Tom ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org 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: Implementing Multiple Help Desk Forms
Hi Tom, Can't say I have had this challenge but might have an idea that could make it easier for you. Take a look at the way the WOI:Work Order does templates. Basically you have about a dozen fields that hold the label information and corresponding fields to hold the data. If you could use this approach then you have one tab and one set of fields that you reuse in each situation handled by separate active links. Only thing that might be tricky is reporting on these fields. Good Luck Mark -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Tom Siegel Sent: Tuesday, February 25, 2014 4:23 PM To: arslist@ARSLIST.ORG Subject: Implementing Multiple Help Desk Forms Hi - Tom the newby again, working on migrating our company from BMC SDE to Remedy. My next major challenge is how to implement the 100 or so custom SDE Incident forms that we created over the years, into Remedy. In SDE it is quite easy to implement custom incident forms, you can even use the same fields on multiple forms! Just design them, give them an Incident Type, throw them under nav bar and off you go. Unfortunately (or fortunately depending upon your perspective) this doesn't appear to fit well with Remedy's architecture. We do have someone helping us through this process and I wanted to throw an idea out to the group and get some feed back. The current plan is to 1) Load up the Remedy Incident Type list with the ones we have in SDE. 2) Create a custom tab on the HPD:Help Desk form for each of our custom SDE forms containing the required fields 3) Based upon the Incident Type selected, expose the proper custom tab (the other ones remain hidden), enabling the user to add the additional data required for the incident type selected It works in theory and I have one mocked up in dev but my concern is since I cannot use the same field under more than one tab (remeber in SDE I could use the same field on multiple forms), I am going to end up with quite a few (100 +) custom fields on the Help Desk form. Comments? Has anyone else had this challange and solved it a differnt way? Thanks, Tom ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years This E-mail and any of its attachments may contain Time Warner Cable proprietary information, which is privileged, confidential, or subject to copyright belonging to Time Warner Cable. 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, 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. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Implementing Multiple Help Desk Forms
Hi - Tom the newby again, working on migrating our company from BMC SDE to Remedy. My next major challenge is how to implement the 100 or so custom SDE Incident forms that we created over the years, into Remedy. In SDE it is quite easy to implement custom incident forms, you can even use the same fields on multiple forms! Just design them, give them an Incident Type, throw them under nav bar and off you go. Unfortunately (or fortunately depending upon your perspective) this doesn't appear to fit well with Remedy's architecture. We do have someone helping us through this process and I wanted to throw an idea out to the group and get some feed back. The current plan is to 1) Load up the Remedy Incident Type list with the ones we have in SDE. 2) Create a custom tab on the HPD:Help Desk form for each of our custom SDE forms containing the required fields 3) Based upon the Incident Type selected, expose the proper custom tab (the other ones remain hidden), enabling the user to add the additional data required for the incident type selected It works in theory and I have one mocked up in dev but my concern is since I cannot use the same field under more than one tab (remeber in SDE I could use the same field on multiple forms), I am going to end up with quite a few (100 +) custom fields on the Help Desk form. Comments? Has anyone else had this challange and solved it a differnt way? Thanks, Tom ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
