Re: Incident template with tasks - no tasks?
"I am fairly certain in the 90s that Remedy Corp. did more than any other IT company did to get customer feedback and to implement their suggestions." And that might just be this communities issue? Remedy Corp. set a high precedent, one that a newer, single product family company could achieve. We remember those days (well, I remember via my Remedy elders) and are expecting BMC to deliver similarly. Is that unreasonable? (I honestly don't know) I do think no matter what industry a company is in (automotive, consumer electronics, breakfast cereal), if a company puts out a system for enhancement requests in a open community and solicit votes, their users would expect more than 4% of those ideas to be implemented. If 4% is on par and what is expected then maybe the whole open RFE process isn't such a good idea because it is just going to frustrate people. *OR *maybe it should be abundantly clear the goal of the Idea RFE process is to find a handful of the cream of the crop ideas with an overwhelming number of votes (although there are some with a comparatively large number of votes that have lingered for years). Be clear that it is not so much as the primary source of enhancements but to (minimally) augment what is already being done. Jason On Thu, Mar 19, 2015 at 7:33 AM, arslist wrote: > ** > > To me it says they like ADDM and Remedyforce. Or it is easier to provide > what was asked for in those products. > > > > So, a fraction of requests get delivered. > > > > I wonder what it is like for Service Now? Is there a spot you could > generate the same chart from for them? > > > > What is the industry standards for customer requests and percentage > delivered? > > > > We can use those charts to tell us what is important to BMC, but it > doesn’t tell us how that compares to other companies. I am fairly certain > in the 90s that Remedy Corp. did more than any other IT company did to get > customer feedback and to implement their suggestions. > > > > Dan > > > > > > *From:* Action Request System discussion list(ARSList) [mailto: > arslist@ARSLIST.ORG] *On Behalf Of *LJ LongWing > *Sent:* March 19, 2015 9:48 AM > > *To:* arslist@ARSLIST.ORG > *Subject:* Re: Incident template with tasks - no tasks? > > > > ** > > So it looks like some product lines are doing more with ideas more than > Remedyin fact, it seems like almost every product line is doing more > than Remedy. > > > > On Wed, Mar 18, 2015 at 4:00 PM, Jason Miller > wrote: > > ** > > How much more time do you want me to spend on this? :) I think I have > spend enough time on it today. > > > > > > > > You know me too well. Here is a quick look at a few other product > families. > > > > Product > >Delivered > > > > Requested > > > > Percent Delivered > > Server Automation > <https://communities.bmc.com/community/bmcdn/bmc_service_automation/server_configuration_automation_bladelogic/content?filterID=contentstatus%5Bpublished%5D~objecttype~objecttype%5Bidea%5D~ideaStage%5B1002%5D> > > 12 > > 600 > > 2% > > Network Automation > <https://communities.bmc.com/community/bmcdn/bmc_service_automation/network_configuration_automation/content?filterID=contentstatus%5Bpublished%5D~objecttype~objecttype%5Bidea%5D~ideaStage%5B1002%5D> > > 15 > > 168 > > 9% > > FootPrints Service Core > <https://communities.bmc.com/community/bmcdn/service_core/content?filterID=contentstatus%5Bpublished%5D~objecttype~objecttype%5Bidea%5D~ideaStage%5B1002%5D> > > 99 > > 1575 > > 6% > > Remedyforce > <https://communities.bmc.com/community/bmcdn/bmc_remedyforce/content?filterID=contentstatus%5Bpublished%5D~objecttype~objecttype%5Bidea%5D~ideaStage%5B1002%5D> > > 166 > > 862 > > 19% > > Track-It > <https://communities.bmc.com/community/bmcdn/bmc_track-it/content?filterID=contentstatus%5Bpublished%5D~objecttype~objecttype%5Bidea%5D~ideaStage%5B1002%5D&start=20> > > 33 > > 497 > > 7% > > Cloud Lifecycle Mgmt > <https://communities.bmc.com/community/bmcdn/cloud_lifecycle_management/content?filterID=contentstatus%5Bpublished%5D~objecttype~objecttype%5Bidea%5D~ideaStage%5B1002%5D> > > 7 > > 92 > > 8% > > Ttl Delivered > > > >Ttl Requested > > Ttl Percentage Delivered > > 332 > > 3794 > > 9% > > Jason > > > > > > On Wed, Mar 18, 2015 at 2:32 PM, LJ LongWing > wrote: > > ** > > Jason, > > What if you compare the other product sets?there are a few out there > touting that they listen t
Re: Incident template with tasks - no tasks?
To me it says they like ADDM and Remedyforce. Or it is easier to provide what was asked for in those products. So, a fraction of requests get delivered. I wonder what it is like for Service Now? Is there a spot you could generate the same chart from for them? What is the industry standards for customer requests and percentage delivered? We can use those charts to tell us what is important to BMC, but it doesn’t tell us how that compares to other companies. I am fairly certain in the 90s that Remedy Corp. did more than any other IT company did to get customer feedback and to implement their suggestions. Dan From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of LJ LongWing Sent: March 19, 2015 9:48 AM To: arslist@ARSLIST.ORG Subject: Re: Incident template with tasks - no tasks? ** So it looks like some product lines are doing more with ideas more than Remedyin fact, it seems like almost every product line is doing more than Remedy. On Wed, Mar 18, 2015 at 4:00 PM, Jason Miller mailto:jason.mil...@gmail.com> > wrote: ** How much more time do you want me to spend on this? :) I think I have spend enough time on it today. You know me too well. Here is a quick look at a few other product families. Product Delivered Requested Percent Delivered Server Automation <https://communities.bmc.com/community/bmcdn/bmc_service_automation/server_configuration_automation_bladelogic/content?filterID=contentstatus%5Bpublished%5D~objecttype~objecttype%5Bidea%5D~ideaStage%5B1002%5D> 12 600 2% Network Automation <https://communities.bmc.com/community/bmcdn/bmc_service_automation/network_configuration_automation/content?filterID=contentstatus%5Bpublished%5D~objecttype~objecttype%5Bidea%5D~ideaStage%5B1002%5D> 15 168 9% FootPrints Service Core <https://communities.bmc.com/community/bmcdn/service_core/content?filterID=contentstatus%5Bpublished%5D~objecttype~objecttype%5Bidea%5D~ideaStage%5B1002%5D> 99 1575 6% Remedyforce <https://communities.bmc.com/community/bmcdn/bmc_remedyforce/content?filterID=contentstatus%5Bpublished%5D~objecttype~objecttype%5Bidea%5D~ideaStage%5B1002%5D> 166 862 19% Track-It <https://communities.bmc.com/community/bmcdn/bmc_track-it/content?filterID=contentstatus%5Bpublished%5D~objecttype~objecttype%5Bidea%5D~ideaStage%5B1002%5D&start=20> 33 497 7% Cloud Lifecycle Mgmt <https://communities.bmc.com/community/bmcdn/cloud_lifecycle_management/content?filterID=contentstatus%5Bpublished%5D~objecttype~objecttype%5Bidea%5D~ideaStage%5B1002%5D> 7 92 8% Ttl Delivered Ttl Requested Ttl Percentage Delivered 332 3794 9% Jason On Wed, Mar 18, 2015 at 2:32 PM, LJ LongWing mailto:lj.longw...@gmail.com> > wrote: ** Jason, What if you compare the other product sets?there are a few out there touting that they listen to ideas and implement them...like Remedy Force, or Footprints? On Wed, Mar 18, 2015 at 3:17 PM, Jason Miller mailto:jason.mil...@gmail.com> > wrote: ** Ok, so I did some investigating and a little number crunching. Below is the breakout of Ideas Delivered / Requested per Idea grouping. Idea Grouping Delivered Requested Percent Delivered AR System <https://communities.bmc.com/community/bmcdn/bmc_atrium_and_foundation_technologies/bmc_remedy_ar_system/content?filterID=contentstatus%5Bpublished%5D~objecttype~objecttype%5Bidea%5D~ideaStage%5B1002%5D> 4 352 1% ITSM General <https://communities.bmc.com/community/bmcdn/bmc_it_service_support/content?filterID=contentstatus%5Bpublished%5D~objecttype~objecttype%5Bidea%5D~ideaStage%5B1002%5D> 3 305 1% Asset Management <https://communities.bmc.com/community/bmcdn/bmc_it_service_support/bmc_asset_management/content?filterID=contentstatus%5Bpublished%5D~objecttype~objecttype%5Bidea%5D~ideaStage%5B1002%5D> 0 49 0% Change and Release <https://communities.bmc.com/community/bmcdn/bmc_it_service_support/change_process_management/content?filterID=contentstatus%5Bpublished%5D~objecttype~objecttype%5Bidea%5D~ideaStage%5B1002%5D> 2 145 1% CMDB <https://communities.bmc.com/community/bmcdn/bmc_atrium_and_foundation_technologies/bmc_atrium_cmdb/content?filterID=contentstatus%5Bpublished%5D~objecttype~objecttype%5Bidea%5D~ideaStage%5B1002%5D> 1 111 1% Dashboards and Analytics <https://communities.bmc.com/community/bmcdn/bmc_atrium_and_foundation_technologies/bsm_dashboards_and_analytics/content?filterID=contentstatus%5Bpublished%5D~objecttype~objecttype%5Bidea%5D~ideaStage%5B1002%5D>
Re: Incident template with tasks - no tasks?
bjecttype%5Bidea%5D~ideaStage%5B1002%5D> >>> 0 13 0% >>> Service Request Management >>> <https://communities.bmc.com/community/bmcdn/bmc_it_service_support/service_request_management/content?filterID=contentstatus%5Bpublished%5D~objecttype~objecttype%5Bidea%5D~ideaStage%5B1002%5D> >>> 3 127 2% >>> ADDM >>> <https://communities.bmc.com/community/bmcdn/bmc_atrium_and_foundation_technologies/discovery/content?filterID=contentstatus%5Bpublished%5D~objecttype~objecttype%5Bidea%5D~ideaStage%5B1002%5D> >>> 46 451 10% >>> Atrium SSO >>> <https://communities.bmc.com/community/bmcdn/bmc_atrium_and_foundation_technologies/atrium_sso/content?filterID=contentstatus%5Bpublished%5D~objecttype~objecttype%5Bidea%5D~ideaStage%5B1002%5D> >>> 0 6 0% >>>Ttl Delivered Ttl Requested Ttl Percentage >>> Delivered67 1757 4% >>> >>> That is *4%* of the requests being delivered. And that is including >>> ADDM which I left in to show some contrast with the Remedy products. >>> If I remove ADDM it is *2%*. Admittedly those numbers also include >>> duplicates, Ideas that should have been a Discussion type of document, etc. >>> But I think there is a pretty clear picture even with those variances. (I >>> bet there might be some BMCers saying right now "I told you so!!! If we >>> become more transparent and let our customers see RFEs it will bite us in >>> the butt." #OldWaysDieHard) >>> >>> Jason >>> >>> >>> On Wed, Mar 18, 2015 at 1:50 PM, Jason Miller >>> wrote: >>> >>>> I have seen a small handful of the Ideas implemented. Not nearly what >>>> the Community and customer expect. >>>> >>>> Jason >>>> >>>> On Thu, Mar 12, 2015 at 5:49 AM, Martinez, Marcelo A < >>>> marc...@cpchem.com> wrote: >>>> >>>>> ** >>>>> >>>>> Thank you guys… I suppose it just made sense in my head to have this. >>>>> >>>>> I haven’t used PD very much -just to do some basic FTP. I struggled >>>>> to find documentation on it. –I may end up doing it thru workflow. >>>>> >>>>> >>>>> >>>>> Speaking of ideas.. have you seen any of your “ideas” added into >>>>> ARS/ITSM? >>>>> >>>>> >>>>> >>>>> Thx, >>>>> >>>>> Marcelo >>>>> >>>>> >>>>> >>>>> *From:* Action Request System discussion list(ARSList) [mailto: >>>>> arslist@ARSLIST.ORG] *On Behalf Of *Dmitry Baryshnikov >>>>> *Sent:* Thursday, March 12, 2015 1:59 AM >>>>> *To:* arslist@ARSLIST.ORG >>>>> *Subject:* Re: Incident template with tasks - no tasks? >>>>> >>>>> >>>>> >>>>> ** >>>>> >>>>> Jason is right: now you can attach the task templates only to the >>>>> changes. >>>>> >>>>> Is there an option to use the Process Designer? You could try to >>>>> develop a process that would create the tasks after the Incident had been >>>>> created. >>>>> >>>>> Regards, >>>>> Dmitry Baryshnikov >>>>> >>>>> On Mar 12, 2015 9:23 AM, "Jason Miller" >>>>> wrote: >>>>> >>>>> ** >>>>> >>>>> It doesn't look like it is an option for incidents (so your not >>>>> missing anything). There is an Idea (RFE) to add it here: >>>>> https://communities.bmc.com/ideas/7438 >>>>> <https://urldefense.proofpoint.com/v2/url?u=https-3A__communities.bmc.com_ideas_7438&d=AwMFaQ&c=jPeYnCWs4C2yfrLNmdUWFQ&r=8S4PwC_PU4Zrhf0I-QKdBApCVXq7qcpID-QxJedHlNk&m=YVqjqKk0U_mwlwwtSBZH2oTlHQTyYbcp2XZ9K4QGs1Q&s=Ft7RhEMM2becrxlMCbSOzlpXAYk5bp6MaJd2MuA2dVU&e=> >>>>> >>>>> Jason >>>>> >>>>> ** >>>>> >>>>> Hello List, >>>>> >>>>> >>>>> >>>>> I’m trying to create an incident template that includes about 3 tasks. >>>>> – or maybe a task group template (don’t know if this is necessary). >>>>> Ultimately this incident template will be consumed by the “Rule Base Email >>>>> Engine” to create an incident from an email. The issue I have is that my >>>>> incident template does not have a tab for tasks… huh? Shouldn’t it have a >>>>> tab for tasks?? >>>>> >>>>> >>>>> >>>>> Ideally I would of liked for the RBE to create 3 incidents from one >>>>> email. But I have not found a way to do that w/o customizing. Or… if the >>>>> email could create an SRM request that was tied to a PDT that created 3 >>>>> incidents.. would be perfect. J >>>>> >>>>> >>>>> >>>>> >>>>> >>>>> ARS/ITSM 8.1.01 >>>>> >>>>> >>>>> >>>>> Thanks, >>>>> Marcelo >>>>> >>>>> >>>>> >>>>> >>>>> >>>>> >>>>> >>>>> _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_ >>>>> >>>> >>>> >>> _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: Incident template with tasks - no tasks?
dea%5D~ideaStage%5B1002%5D> >> 46 451 10% >> Atrium SSO >> <https://communities.bmc.com/community/bmcdn/bmc_atrium_and_foundation_technologies/atrium_sso/content?filterID=contentstatus%5Bpublished%5D~objecttype~objecttype%5Bidea%5D~ideaStage%5B1002%5D> >> 0 6 0% >>Ttl Delivered Ttl Requested Ttl Percentage >> Delivered67 1757 4% >> >> That is *4%* of the requests being delivered. And that is including ADDM >> which I left in to show some contrast with the Remedy products. If I >> remove ADDM it is *2%*. Admittedly those numbers also include >> duplicates, Ideas that should have been a Discussion type of document, etc. >> But I think there is a pretty clear picture even with those variances. (I >> bet there might be some BMCers saying right now "I told you so!!! If we >> become more transparent and let our customers see RFEs it will bite us in >> the butt." #OldWaysDieHard) >> >> Jason >> >> >> On Wed, Mar 18, 2015 at 1:50 PM, Jason Miller >> wrote: >> >>> I have seen a small handful of the Ideas implemented. Not nearly what >>> the Community and customer expect. >>> >>> Jason >>> >>> On Thu, Mar 12, 2015 at 5:49 AM, Martinez, Marcelo A >> > wrote: >>> >>>> ** >>>> >>>> Thank you guys… I suppose it just made sense in my head to have this. >>>> >>>> I haven’t used PD very much -just to do some basic FTP. I struggled to >>>> find documentation on it. –I may end up doing it thru workflow. >>>> >>>> >>>> >>>> Speaking of ideas.. have you seen any of your “ideas” added into >>>> ARS/ITSM? >>>> >>>> >>>> >>>> Thx, >>>> >>>> Marcelo >>>> >>>> >>>> >>>> *From:* Action Request System discussion list(ARSList) [mailto: >>>> arslist@ARSLIST.ORG] *On Behalf Of *Dmitry Baryshnikov >>>> *Sent:* Thursday, March 12, 2015 1:59 AM >>>> *To:* arslist@ARSLIST.ORG >>>> *Subject:* Re: Incident template with tasks - no tasks? >>>> >>>> >>>> >>>> ** >>>> >>>> Jason is right: now you can attach the task templates only to the >>>> changes. >>>> >>>> Is there an option to use the Process Designer? You could try to >>>> develop a process that would create the tasks after the Incident had been >>>> created. >>>> >>>> Regards, >>>> Dmitry Baryshnikov >>>> >>>> On Mar 12, 2015 9:23 AM, "Jason Miller" wrote: >>>> >>>> ** >>>> >>>> It doesn't look like it is an option for incidents (so your not missing >>>> anything). There is an Idea (RFE) to add it here: >>>> https://communities.bmc.com/ideas/7438 >>>> <https://urldefense.proofpoint.com/v2/url?u=https-3A__communities.bmc.com_ideas_7438&d=AwMFaQ&c=jPeYnCWs4C2yfrLNmdUWFQ&r=8S4PwC_PU4Zrhf0I-QKdBApCVXq7qcpID-QxJedHlNk&m=YVqjqKk0U_mwlwwtSBZH2oTlHQTyYbcp2XZ9K4QGs1Q&s=Ft7RhEMM2becrxlMCbSOzlpXAYk5bp6MaJd2MuA2dVU&e=> >>>> >>>> Jason >>>> >>>> ** >>>> >>>> Hello List, >>>> >>>> >>>> >>>> I’m trying to create an incident template that includes about 3 tasks. >>>> – or maybe a task group template (don’t know if this is necessary). >>>> Ultimately this incident template will be consumed by the “Rule Base Email >>>> Engine” to create an incident from an email. The issue I have is that my >>>> incident template does not have a tab for tasks… huh? Shouldn’t it have a >>>> tab for tasks?? >>>> >>>> >>>> >>>> Ideally I would of liked for the RBE to create 3 incidents from one >>>> email. But I have not found a way to do that w/o customizing. Or… if the >>>> email could create an SRM request that was tied to a PDT that created 3 >>>> incidents.. would be perfect. J >>>> >>>> >>>> >>>> >>>> >>>> ARS/ITSM 8.1.01 >>>> >>>> >>>> >>>> Thanks, >>>> Marcelo >>>> >>>> >>>> >>>> >>>> >>>> >>>> >>>> _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_ >>>> >>> >>> >> _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: Incident template with tasks - no tasks?
Jason, What if you compare the other product sets?there are a few out there touting that they listen to ideas and implement them...like Remedy Force, or Footprints? On Wed, Mar 18, 2015 at 3:17 PM, Jason Miller wrote: > ** > Ok, so I did some investigating and a little number crunching. Below is > the breakout of Ideas Delivered / Requested per Idea grouping. > > Idea Grouping Delivered Requested Percent > Delivered > AR System > <https://communities.bmc.com/community/bmcdn/bmc_atrium_and_foundation_technologies/bmc_remedy_ar_system/content?filterID=contentstatus%5Bpublished%5D~objecttype~objecttype%5Bidea%5D~ideaStage%5B1002%5D> > 4 352 1% > ITSM General > <https://communities.bmc.com/community/bmcdn/bmc_it_service_support/content?filterID=contentstatus%5Bpublished%5D~objecttype~objecttype%5Bidea%5D~ideaStage%5B1002%5D> > 3 305 1% > Asset Management > <https://communities.bmc.com/community/bmcdn/bmc_it_service_support/bmc_asset_management/content?filterID=contentstatus%5Bpublished%5D~objecttype~objecttype%5Bidea%5D~ideaStage%5B1002%5D> > 0 49 0% > Change and Release > <https://communities.bmc.com/community/bmcdn/bmc_it_service_support/change_process_management/content?filterID=contentstatus%5Bpublished%5D~objecttype~objecttype%5Bidea%5D~ideaStage%5B1002%5D> > 2 145 1% > CMDB > <https://communities.bmc.com/community/bmcdn/bmc_atrium_and_foundation_technologies/bmc_atrium_cmdb/content?filterID=contentstatus%5Bpublished%5D~objecttype~objecttype%5Bidea%5D~ideaStage%5B1002%5D> > 1 111 1% > Dashboards and Analytics > <https://communities.bmc.com/community/bmcdn/bmc_atrium_and_foundation_technologies/bsm_dashboards_and_analytics/content?filterID=contentstatus%5Bpublished%5D~objecttype~objecttype%5Bidea%5D~ideaStage%5B1002%5D> > 0 26 0% > Incident and Problem > <https://communities.bmc.com/community/bmcdn/bmc_it_service_support/incident_and_problem_process_management/content?filterID=contentstatus%5Bpublished%5D~objecttype~objecttype%5Bidea%5D~ideaStage%5B1002%5D> > 6 90 7% > Knowledge Management > <https://communities.bmc.com/community/bmcdn/bmc_it_service_support/knowledge_management/content?filterID=contentstatus%5Bpublished%5D~objecttype~objecttype%5Bidea%5D~ideaStage%5B1002%5D> > 2 82 2% > Service Level Management > <https://communities.bmc.com/community/bmcdn/bmc_atrium_and_foundation_technologies/service_level_management/content?filterID=contentstatus%5Bpublished%5D~objecttype~objecttype%5Bidea%5D~ideaStage%5B1002%5D> > 0 13 0% > Service Request Management > <https://communities.bmc.com/community/bmcdn/bmc_it_service_support/service_request_management/content?filterID=contentstatus%5Bpublished%5D~objecttype~objecttype%5Bidea%5D~ideaStage%5B1002%5D> > 3 127 2% > ADDM > <https://communities.bmc.com/community/bmcdn/bmc_atrium_and_foundation_technologies/discovery/content?filterID=contentstatus%5Bpublished%5D~objecttype~objecttype%5Bidea%5D~ideaStage%5B1002%5D> > 46 451 10% > Atrium SSO > <https://communities.bmc.com/community/bmcdn/bmc_atrium_and_foundation_technologies/atrium_sso/content?filterID=contentstatus%5Bpublished%5D~objecttype~objecttype%5Bidea%5D~ideaStage%5B1002%5D> > 0 6 0% >Ttl Delivered Ttl Requested Ttl Percentage > Delivered67 1757 4% > > That is *4%* of the requests being delivered. And that is including ADDM > which I left in to show some contrast with the Remedy products. If I > remove ADDM it is *2%*. Admittedly those numbers also include > duplicates, Ideas that should have been a Discussion type of document, etc. > But I think there is a pretty clear picture even with those variances. (I > bet there might be some BMCers saying right now "I told you so!!! If we > become more transparent and let our customers see RFEs it will bite us in > the butt." #OldWaysDieHard) > > Jason > > > On Wed, Mar 18, 2015 at 1:50 PM, Jason Miller > wrote: > >> I have seen a small handful of the Ideas implemented. Not nearly what >> the Community and customer expect. >> >> Jason >> >> On Thu, Mar 12, 2015 at 5:49 AM, Martinez, Marcelo A >> wrote: >> >>> ** >>> >>> Thank you guys… I suppose it just made sense in my head to have this. >>> >>> I haven’t used PD very much -just to do some basic FTP. I struggled to >>> find documentation on it. –I may end up doing it thru workflow. >>> >>> >>> >>> Speaking of ideas.. have you seen any of your “ideas” added into >>> ARS/ITSM? >>> >>> >>> >>> Thx, >>> >>> Marcelo >>> >>> >>> >&g
Re: Incident template with tasks - no tasks?
Ok, so I did some investigating and a little number crunching. Below is the breakout of Ideas Delivered / Requested per Idea grouping. Idea Grouping Delivered Requested Percent Delivered AR System <https://communities.bmc.com/community/bmcdn/bmc_atrium_and_foundation_technologies/bmc_remedy_ar_system/content?filterID=contentstatus%5Bpublished%5D~objecttype~objecttype%5Bidea%5D~ideaStage%5B1002%5D> 4 352 1% ITSM General <https://communities.bmc.com/community/bmcdn/bmc_it_service_support/content?filterID=contentstatus%5Bpublished%5D~objecttype~objecttype%5Bidea%5D~ideaStage%5B1002%5D> 3 305 1% Asset Management <https://communities.bmc.com/community/bmcdn/bmc_it_service_support/bmc_asset_management/content?filterID=contentstatus%5Bpublished%5D~objecttype~objecttype%5Bidea%5D~ideaStage%5B1002%5D> 0 49 0% Change and Release <https://communities.bmc.com/community/bmcdn/bmc_it_service_support/change_process_management/content?filterID=contentstatus%5Bpublished%5D~objecttype~objecttype%5Bidea%5D~ideaStage%5B1002%5D> 2 145 1% CMDB <https://communities.bmc.com/community/bmcdn/bmc_atrium_and_foundation_technologies/bmc_atrium_cmdb/content?filterID=contentstatus%5Bpublished%5D~objecttype~objecttype%5Bidea%5D~ideaStage%5B1002%5D> 1 111 1% Dashboards and Analytics <https://communities.bmc.com/community/bmcdn/bmc_atrium_and_foundation_technologies/bsm_dashboards_and_analytics/content?filterID=contentstatus%5Bpublished%5D~objecttype~objecttype%5Bidea%5D~ideaStage%5B1002%5D> 0 26 0% Incident and Problem <https://communities.bmc.com/community/bmcdn/bmc_it_service_support/incident_and_problem_process_management/content?filterID=contentstatus%5Bpublished%5D~objecttype~objecttype%5Bidea%5D~ideaStage%5B1002%5D> 6 90 7% Knowledge Management <https://communities.bmc.com/community/bmcdn/bmc_it_service_support/knowledge_management/content?filterID=contentstatus%5Bpublished%5D~objecttype~objecttype%5Bidea%5D~ideaStage%5B1002%5D> 2 82 2% Service Level Management <https://communities.bmc.com/community/bmcdn/bmc_atrium_and_foundation_technologies/service_level_management/content?filterID=contentstatus%5Bpublished%5D~objecttype~objecttype%5Bidea%5D~ideaStage%5B1002%5D> 0 13 0% Service Request Management <https://communities.bmc.com/community/bmcdn/bmc_it_service_support/service_request_management/content?filterID=contentstatus%5Bpublished%5D~objecttype~objecttype%5Bidea%5D~ideaStage%5B1002%5D> 3 127 2% ADDM <https://communities.bmc.com/community/bmcdn/bmc_atrium_and_foundation_technologies/discovery/content?filterID=contentstatus%5Bpublished%5D~objecttype~objecttype%5Bidea%5D~ideaStage%5B1002%5D> 46 451 10% Atrium SSO <https://communities.bmc.com/community/bmcdn/bmc_atrium_and_foundation_technologies/atrium_sso/content?filterID=contentstatus%5Bpublished%5D~objecttype~objecttype%5Bidea%5D~ideaStage%5B1002%5D> 0 6 0% Ttl Delivered Ttl Requested Ttl Percentage Delivered 67 1757 4% That is *4%* of the requests being delivered. And that is including ADDM which I left in to show some contrast with the Remedy products. If I remove ADDM it is *2%*. Admittedly those numbers also include duplicates, Ideas that should have been a Discussion type of document, etc. But I think there is a pretty clear picture even with those variances. (I bet there might be some BMCers saying right now "I told you so!!! If we become more transparent and let our customers see RFEs it will bite us in the butt." #OldWaysDieHard) Jason On Wed, Mar 18, 2015 at 1:50 PM, Jason Miller wrote: > I have seen a small handful of the Ideas implemented. Not nearly what the > Community and customer expect. > > Jason > > On Thu, Mar 12, 2015 at 5:49 AM, Martinez, Marcelo A > wrote: > >> ** >> >> Thank you guys… I suppose it just made sense in my head to have this. >> >> I haven’t used PD very much -just to do some basic FTP. I struggled to >> find documentation on it. –I may end up doing it thru workflow. >> >> >> >> Speaking of ideas.. have you seen any of your “ideas” added into ARS/ITSM? >> >> >> >> Thx, >> >> Marcelo >> >> >> >> *From:* Action Request System discussion list(ARSList) [mailto: >> arslist@ARSLIST.ORG] *On Behalf Of *Dmitry Baryshnikov >> *Sent:* Thursday, March 12, 2015 1:59 AM >> *To:* arslist@ARSLIST.ORG >> *Subject:* Re: Incident template with tasks - no tasks? >> >> >> >> ** >> >> Jason is right: now you can attach the task templates only to the changes. >> >> Is there an option to use the Process Designer? You could try to develop >> a process that would create the tasks after the Incident had been created. >> >> Reg
Re: Incident template with tasks - no tasks?
I have seen a small handful of the Ideas implemented. Not nearly what the Community and customer expect. Jason On Thu, Mar 12, 2015 at 5:49 AM, Martinez, Marcelo A wrote: > ** > > Thank you guys… I suppose it just made sense in my head to have this. > > I haven’t used PD very much -just to do some basic FTP. I struggled to > find documentation on it. –I may end up doing it thru workflow. > > > > Speaking of ideas.. have you seen any of your “ideas” added into ARS/ITSM? > > > > Thx, > > Marcelo > > > > *From:* Action Request System discussion list(ARSList) [mailto: > arslist@ARSLIST.ORG] *On Behalf Of *Dmitry Baryshnikov > *Sent:* Thursday, March 12, 2015 1:59 AM > *To:* arslist@ARSLIST.ORG > *Subject:* Re: Incident template with tasks - no tasks? > > > > ** > > Jason is right: now you can attach the task templates only to the changes. > > Is there an option to use the Process Designer? You could try to develop a > process that would create the tasks after the Incident had been created. > > Regards, > Dmitry Baryshnikov > > On Mar 12, 2015 9:23 AM, "Jason Miller" wrote: > > ** > > It doesn't look like it is an option for incidents (so your not missing > anything). There is an Idea (RFE) to add it here: > https://communities.bmc.com/ideas/7438 > <https://urldefense.proofpoint.com/v2/url?u=https-3A__communities.bmc.com_ideas_7438&d=AwMFaQ&c=jPeYnCWs4C2yfrLNmdUWFQ&r=8S4PwC_PU4Zrhf0I-QKdBApCVXq7qcpID-QxJedHlNk&m=YVqjqKk0U_mwlwwtSBZH2oTlHQTyYbcp2XZ9K4QGs1Q&s=Ft7RhEMM2becrxlMCbSOzlpXAYk5bp6MaJd2MuA2dVU&e=> > > Jason > > ** > > Hello List, > > > > I’m trying to create an incident template that includes about 3 tasks. – > or maybe a task group template (don’t know if this is necessary). > Ultimately this incident template will be consumed by the “Rule Base Email > Engine” to create an incident from an email. The issue I have is that my > incident template does not have a tab for tasks… huh? Shouldn’t it have a > tab for tasks?? > > > > Ideally I would of liked for the RBE to create 3 incidents from one email. > But I have not found a way to do that w/o customizing. Or… if the email > could create an SRM request that was tied to a PDT that created 3 > incidents.. would be perfect. J > > > > > > ARS/ITSM 8.1.01 > > > > Thanks, > Marcelo > > > > > > > > _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: Incident template with tasks - no tasks?
Thank you, Carl. I appreciate the help. I’ll take a look at the files. ☺ Marcelo From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Carl Wilson Sent: Friday, March 13, 2015 9:01 AM To: arslist@ARSLIST.ORG Subject: Re: Incident template with tasks - no tasks? ** Hi Marcelo, I have sent you some ".def" files for Task Template integration to Incident Templates I built for version 7.1. This should be a good basis to start with. Please let me know if you don't receive the files. Kind Regards, Carl Wilson http://www.missingpiecessoftware.com/ From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Martinez, Marcelo A Sent: 12 March 2015 12:50 To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG> Subject: Re: Incident template with tasks - no tasks? ** Thank you guys… I suppose it just made sense in my head to have this. I haven’t used PD very much -just to do some basic FTP. I struggled to find documentation on it. –I may end up doing it thru workflow. Speaking of ideas.. have you seen any of your “ideas” added into ARS/ITSM? Thx, Marcelo From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Dmitry Baryshnikov Sent: Thursday, March 12, 2015 1:59 AM To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG> Subject: Re: Incident template with tasks - no tasks? ** Jason is right: now you can attach the task templates only to the changes. Is there an option to use the Process Designer? You could try to develop a process that would create the tasks after the Incident had been created. Regards, Dmitry Baryshnikov On Mar 12, 2015 9:23 AM, "Jason Miller" mailto:jason.mil...@gmail.com>> wrote: ** It doesn't look like it is an option for incidents (so your not missing anything). There is an Idea (RFE) to add it here: https://communities.bmc.com/ideas/7438<https://urldefense.proofpoint.com/v2/url?u=https-3A__communities.bmc.com_ideas_7438&d=AwMFaQ&c=jPeYnCWs4C2yfrLNmdUWFQ&r=8S4PwC_PU4Zrhf0I-QKdBApCVXq7qcpID-QxJedHlNk&m=YVqjqKk0U_mwlwwtSBZH2oTlHQTyYbcp2XZ9K4QGs1Q&s=Ft7RhEMM2becrxlMCbSOzlpXAYk5bp6MaJd2MuA2dVU&e=> Jason ** Hello List, I’m trying to create an incident template that includes about 3 tasks. – or maybe a task group template (don’t know if this is necessary). Ultimately this incident template will be consumed by the “Rule Base Email Engine” to create an incident from an email. The issue I have is that my incident template does not have a tab for tasks… huh? Shouldn’t it have a tab for tasks?? Ideally I would of liked for the RBE to create 3 incidents from one email. But I have not found a way to do that w/o customizing. Or… if the email could create an SRM request that was tied to a PDT that created 3 incidents.. would be perfect. ☺ ARS/ITSM 8.1.01 Thanks, Marcelo _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_ _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: Incident template with tasks - no tasks?
Hi Marcelo, I have sent you some ".def" files for Task Template integration to Incident Templates I built for version 7.1. This should be a good basis to start with. Please let me know if you don't receive the files. _ Kind Regards, Carl Wilson http://www.missingpiecessoftware.com/ From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Martinez, Marcelo A Sent: 12 March 2015 12:50 To: arslist@ARSLIST.ORG Subject: Re: Incident template with tasks - no tasks? ** Thank you guys… I suppose it just made sense in my head to have this. I haven’t used PD very much -just to do some basic FTP. I struggled to find documentation on it. –I may end up doing it thru workflow. Speaking of ideas.. have you seen any of your “ideas” added into ARS/ITSM? Thx, Marcelo From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Dmitry Baryshnikov Sent: Thursday, March 12, 2015 1:59 AM To: arslist@ARSLIST.ORG Subject: Re: Incident template with tasks - no tasks? ** Jason is right: now you can attach the task templates only to the changes. Is there an option to use the Process Designer? You could try to develop a process that would create the tasks after the Incident had been created. Regards, Dmitry Baryshnikov On Mar 12, 2015 9:23 AM, "Jason Miller" wrote: ** It doesn't look like it is an option for incidents (so your not missing anything). There is an Idea (RFE) to add it here: https://communities.bmc.com/ideas/7438 <https://urldefense.proofpoint.com/v2/url?u=https-3A__communities.bmc.com_ideas_7438&d=AwMFaQ&c=jPeYnCWs4C2yfrLNmdUWFQ&r=8S4PwC_PU4Zrhf0I-QKdBApCVXq7qcpID-QxJedHlNk&m=YVqjqKk0U_mwlwwtSBZH2oTlHQTyYbcp2XZ9K4QGs1Q&s=Ft7RhEMM2becrxlMCbSOzlpXAYk5bp6MaJd2MuA2dVU&e=> Jason ** Hello List, I’m trying to create an incident template that includes about 3 tasks. – or maybe a task group template (don’t know if this is necessary). Ultimately this incident template will be consumed by the “Rule Base Email Engine” to create an incident from an email. The issue I have is that my incident template does not have a tab for tasks… huh? Shouldn’t it have a tab for tasks?? Ideally I would of liked for the RBE to create 3 incidents from one email. But I have not found a way to do that w/o customizing. Or… if the email could create an SRM request that was tied to a PDT that created 3 incidents.. would be perfect. J ARS/ITSM 8.1.01 Thanks, Marcelo _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: Incident template with tasks - no tasks?
Thank you guys… I suppose it just made sense in my head to have this. I haven’t used PD very much -just to do some basic FTP. I struggled to find documentation on it. –I may end up doing it thru workflow. Speaking of ideas.. have you seen any of your “ideas” added into ARS/ITSM? Thx, Marcelo From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Dmitry Baryshnikov Sent: Thursday, March 12, 2015 1:59 AM To: arslist@ARSLIST.ORG Subject: Re: Incident template with tasks - no tasks? ** Jason is right: now you can attach the task templates only to the changes. Is there an option to use the Process Designer? You could try to develop a process that would create the tasks after the Incident had been created. Regards, Dmitry Baryshnikov On Mar 12, 2015 9:23 AM, "Jason Miller" mailto:jason.mil...@gmail.com>> wrote: ** It doesn't look like it is an option for incidents (so your not missing anything). There is an Idea (RFE) to add it here: https://communities.bmc.com/ideas/7438<https://urldefense.proofpoint.com/v2/url?u=https-3A__communities.bmc.com_ideas_7438&d=AwMFaQ&c=jPeYnCWs4C2yfrLNmdUWFQ&r=8S4PwC_PU4Zrhf0I-QKdBApCVXq7qcpID-QxJedHlNk&m=YVqjqKk0U_mwlwwtSBZH2oTlHQTyYbcp2XZ9K4QGs1Q&s=Ft7RhEMM2becrxlMCbSOzlpXAYk5bp6MaJd2MuA2dVU&e=> Jason ** Hello List, I’m trying to create an incident template that includes about 3 tasks. – or maybe a task group template (don’t know if this is necessary). Ultimately this incident template will be consumed by the “Rule Base Email Engine” to create an incident from an email. The issue I have is that my incident template does not have a tab for tasks… huh? Shouldn’t it have a tab for tasks?? Ideally I would of liked for the RBE to create 3 incidents from one email. But I have not found a way to do that w/o customizing. Or… if the email could create an SRM request that was tied to a PDT that created 3 incidents.. would be perfect. ☺ ARS/ITSM 8.1.01 Thanks, Marcelo _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: Incident template with tasks - no tasks?
Jason is right: now you can attach the task templates only to the changes. Is there an option to use the Process Designer? You could try to develop a process that would create the tasks after the Incident had been created. Regards, Dmitry Baryshnikov On Mar 12, 2015 9:23 AM, "Jason Miller" wrote: > ** > > It doesn't look like it is an option for incidents (so your not missing > anything). There is an Idea (RFE) to add it here: > https://communities.bmc.com/ideas/7438 > > Jason > ** > Hello List, > > I’m trying to create an incident template that includes about 3 tasks. – > or maybe a task group template (don’t know if this is necessary). > Ultimately this incident template will be consumed by the “Rule Base Email > Engine” to create an incident from an email. The issue I have is that my > incident template does not have a tab for tasks… huh? Shouldn’t it have a > tab for tasks?? > > Ideally I would of liked for the RBE to create 3 incidents from one email. > But I have not found a way to do that w/o customizing. Or… if the email > could create an SRM request that was tied to a PDT that created 3 > incidents.. would be perfect. J > > > ARS/ITSM 8.1.01 > > Thanks, > Marcelo > > > > _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: Incident template with tasks - no tasks?
It doesn't look like it is an option for incidents (so your not missing anything). There is an Idea (RFE) to add it here: https://communities.bmc.com/ideas/7438 Jason ** Hello List, I’m trying to create an incident template that includes about 3 tasks. – or maybe a task group template (don’t know if this is necessary). Ultimately this incident template will be consumed by the “Rule Base Email Engine” to create an incident from an email. The issue I have is that my incident template does not have a tab for tasks… huh? Shouldn’t it have a tab for tasks?? Ideally I would of liked for the RBE to create 3 incidents from one email. But I have not found a way to do that w/o customizing. Or… if the email could create an SRM request that was tied to a PDT that created 3 incidents.. would be perfect. J ARS/ITSM 8.1.01 Thanks, Marcelo _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"
Incident template with tasks - no tasks?
Hello List, I'm trying to create an incident template that includes about 3 tasks. - or maybe a task group template (don't know if this is necessary). Ultimately this incident template will be consumed by the "Rule Base Email Engine" to create an incident from an email. The issue I have is that my incident template does not have a tab for tasks... huh? Shouldn't it have a tab for tasks?? Ideally I would of liked for the RBE to create 3 incidents from one email. But I have not found a way to do that w/o customizing. Or... if the email could create an SRM request that was tied to a PDT that created 3 incidents.. would be perfect. :) ARS/ITSM 8.1.01 Thanks, Marcelo ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
