Re: ITSM 7.6.04 - Modify Incident or Change by Work Info or Email system
As designed. You are not updating the TICKET. But I do understand their point. Mark -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Mario Röhr Sent: Tuesday, April 19, 2011 1:24 AM To: arslist@ARSLIST.ORG Subject: ITSM 7.6.04 - Modify Incident or Change by Work Info or Email system Hi Listers, when you open an Incident or Change that is not assigned to yourself you will receive the banner stating You do not have permission to modify this ticket. But you can add a Work Info or use the Email System function within this ticket. Our customer's opinion is that it should not be possible to use those both functions when you do not have the permission to modify the ticket. So the buttons should be hidden or at least disabled in this case. what do you think, is it workin as designed? Any feedback is very appreciated. Thanks, Mario ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: ITSM 7.6.04 - Modify Incident or Change by Work Info or Email system
Hi Mario, I was not aware that this is now possible with 7.6.4, but that is actually very good news! These are actually common customizations that customers request, so BMC decided to incorporate them into the product. Guillaume From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] on behalf of Mario Röhr [mario.ro...@gmx.de] Sent: Tuesday, April 19, 2011 2:24 AM To: arslist@ARSLIST.ORG Subject: ITSM 7.6.04 - Modify Incident or Change by Work Info or Email system Hi Listers, when you open an Incident or Change that is not assigned to yourself you will receive the banner stating You do not have permission to modify this ticket. But you can add a Work Info or use the Email System function within this ticket. Our customer's opinion is that it should not be possible to use those both functions when you do not have the permission to modify the ticket. So the buttons should be hidden or at least disabled in this case. what do you think, is it workin as designed? Any feedback is very appreciated. Thanks, Mario ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: ITSM 7.6.04 - Modify Incident or Change by Work Info or Email system
Mario, It can go both ways. I believe that it has some value. For example, if someone is working on a Problem Investigation and they are trying to match incidents together, the person may want to let the support user who is working on the incident know that it is part of a potential problem investigation. In addition to relating it, they would put a Work Info entry in that shows what kind of investigative work they did particular to that incident. -Original Message- From: Action Request System discussion list(ARSList) on behalf of Mario Röhr Sent: Tue 4/19/2011 2:24 AM To: arslist@ARSLIST.ORG Subject: ITSM 7.6.04 - Modify Incident or Change by Work Info or Email system Hi Listers, when you open an Incident or Change that is not assigned to yourself you will receive the banner stating You do not have permission to modify this ticket. But you can add a Work Info or use the Email System function within this ticket. Our customer's opinion is that it should not be possible to use those both functions when you do not have the permission to modify the ticket. So the buttons should be hidden or at least disabled in this case. what do you think, is it workin as designed? Any feedback is very appreciated. Thanks, Mario ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are ** This e-mail and its attachments may contain Forest Laboratories, Inc. proprietary information that is privileged, confidential or subject to copyright belonging to Forest Laboratories, Inc. 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, or the employee or agent responsible for delivering this e-mail to the intended recipient, 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 attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
