Re: Question about incident scripts
Jose, The best way to provide technical instructions to service desk is through RKM. If you have a well managed Product and operational categorization in your system, the associated RKM articles will show after the incident is created and they can take advantage of that. Using RKM helps you have central well managed,most accurate and updated information. Service desk can download or copy the information for offline reference. Ratul On Sun, Sep 30, 2012 at 10:47 AM, Jose Manuel Huerta Guillén < arsl...@theremedyforit.com> wrote: > ** My intention is to add some kind of technical instruction to the > script. Thus the service desk staff can follow it before escalating the > incident to second layer. > Don't know if it's the best option, but it's the one i'm exploring right > now. > > Thanks again! > > Jose Manuel Huerta > http://theremedyforit.com/ > > > > > On Sun, Sep 30, 2012 at 1:46 PM, Tauf Chowdhury wrote: > >> ** >> Jose, >> This won't solve your dilemma with the initiator script but I've noticed >> a trend of users moving away from this functionality and going more towards >> using a KMS whether it be RKM or some other knowledge management tool. The >> attachment and even the script you're talking about is really just a >> knowledge artifact and should be tracked as such. When you maintain it in >> the initiator script area, it just adds another layer of administration >> overhead for whoever is managing the knowledge base. Again, sorry this >> doesn't answer your question but it's an alternative. >> >> Sent from my iPhone >> >> On Sep 30, 2012, at 7:38 AM, "Jose Manuel Huerta Guillén" < >> arsl...@theremedyforit.com> wrote: >> >> ** When I say users, I mean remedy users. That's the support staff. >> >> Currently to start an initiator script they click on the menu, and the >> sript selector opens. They can select an script and edit the text. But they >> can't see the attachments. >> >> Thanks, >> >> Jose Manuel Huerta >> http://theremedyforit.com/ >> >> >> >> >> On Sun, Sep 30, 2012 at 3:38 AM, Roger J wrote: >> >>> s. If your end users are actually using the Incident form to create >>> their own Incidents you would need to give them permissions that they >>> should not have to see a script. >> >> >> _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_ >> >> _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_ >> > > _attend WWRUG12 www.wwrug.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: Question about incident scripts
My intention is to add some kind of technical instruction to the script. Thus the service desk staff can follow it before escalating the incident to second layer. Don't know if it's the best option, but it's the one i'm exploring right now. Thanks again! Jose Manuel Huerta http://theremedyforit.com/ On Sun, Sep 30, 2012 at 1:46 PM, Tauf Chowdhury wrote: > ** > Jose, > This won't solve your dilemma with the initiator script but I've noticed a > trend of users moving away from this functionality and going more towards > using a KMS whether it be RKM or some other knowledge management tool. The > attachment and even the script you're talking about is really just a > knowledge artifact and should be tracked as such. When you maintain it in > the initiator script area, it just adds another layer of administration > overhead for whoever is managing the knowledge base. Again, sorry this > doesn't answer your question but it's an alternative. > > Sent from my iPhone > > On Sep 30, 2012, at 7:38 AM, "Jose Manuel Huerta Guillén" < > arsl...@theremedyforit.com> wrote: > > ** When I say users, I mean remedy users. That's the support staff. > > Currently to start an initiator script they click on the menu, and the > sript selector opens. They can select an script and edit the text. But they > can't see the attachments. > > Thanks, > > Jose Manuel Huerta > http://theremedyforit.com/ > > > > > On Sun, Sep 30, 2012 at 3:38 AM, Roger J wrote: > >> s. If your end users are actually using the Incident form to create their >> own Incidents you would need to give them permissions that they should not >> have to see a script. > > > _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_ > > _attend WWRUG12 www.wwrug.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: Question about incident scripts
Jose, This won't solve your dilemma with the initiator script but I've noticed a trend of users moving away from this functionality and going more towards using a KMS whether it be RKM or some other knowledge management tool. The attachment and even the script you're talking about is really just a knowledge artifact and should be tracked as such. When you maintain it in the initiator script area, it just adds another layer of administration overhead for whoever is managing the knowledge base. Again, sorry this doesn't answer your question but it's an alternative. Sent from my iPhone On Sep 30, 2012, at 7:38 AM, "Jose Manuel Huerta Guillén" < arsl...@theremedyforit.com> wrote: ** When I say users, I mean remedy users. That's the support staff. Currently to start an initiator script they click on the menu, and the sript selector opens. They can select an script and edit the text. But they can't see the attachments. Thanks, Jose Manuel Huerta http://theremedyforit.com/ On Sun, Sep 30, 2012 at 3:38 AM, Roger J wrote: > s. If your end users are actually using the Incident form to create their > own Incidents you would need to give them permissions that they should not > have to see a script. _attend WWRUG12 www.wwrug.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: Question about incident scripts
When I say users, I mean remedy users. That's the support staff. Currently to start an initiator script they click on the menu, and the sript selector opens. They can select an script and edit the text. But they can't see the attachments. Thanks, Jose Manuel Huerta http://theremedyforit.com/ On Sun, Sep 30, 2012 at 3:38 AM, Roger J wrote: > s. If your end users are actually using the Incident form to create their > own Incidents you would need to give them permissions that they should not > have to see a script. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are"
Re: Question about incident scripts
Scripts are for Support Personnel not end users. If your end users are actually using the Incident form to create their own Incidents you would need to give them permissions that they should not have to see a script. -Original Message- From: Jose Manuel Huerta Gu illén To: arslist Sent: Sat, Sep 29, 2012 3:48 pm Subject: Question about incident scripts **Hi listers, I have, what I think, a very silly question. How can users access to the attachments of an script? When you create an incident script you can attach some troubleshooting documentation. My intention was to allow users that read the script to download the docs. But seems impossible. So, What's the intention of these attachments? We are using ITSM 7.6.0 with ARS 7.5.0. Regards, Jose Manuel Huerta http://theremedyforit.com/ _attend WWRUG12 www.wwrug.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"
Question about incident scripts
Hi listers, I have, what I think, a very silly question. How can users access to the attachments of an script? When you create an incident script you can attach some troubleshooting documentation. My intention was to allow users that read the script to download the docs. But seems impossible. So, What's the intention of these attachments? We are using ITSM 7.6.0 with ARS 7.5.0. Regards, Jose Manuel Huerta http://theremedyforit.com/ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are"
