Re: Incident Management Console showing wrong incidents
You might want to check if the Incident ownership is still with the original group (this can be found in the date/system tab). Incident Console display tickets owned by a support group too. Anusha Das NRC-ITISS Remedy Developer ITIL V3 Foundations Dell | Services, Federal Government Office + 1 240.406.9864 anusha_...@federal.dell.com -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Thomas Sent: Friday, September 06, 2013 3:24 AM To: arslist@ARSLIST.ORG Subject: Incident Management Console showing wrong incidents Hi List, our Incident console in ITSM 7.6.03 seems to show the wrong incidents. It also contains incidents that were previously assigned to the group of the user and then routed to another. This is only happening in Incident Management Console, but not in Overview Console. Has anyone of you noticed the same behaviour and found a solution for it? Regards, Thomas ___ 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: Incident Management Console showing wrong incidents
We created an application assignment rule for Incident Owner which defaults all tickets to our Service Desk. This prevents those tickets from displaying in the originators queue after they have been transferred. It also provides our service desk with access and views to all of the incidents. Win-win. .: Mike T :. -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Thomas Sent: Friday, September 06, 2013 2:24 AM To: arslist@ARSLIST.ORG Subject: Incident Management Console showing wrong incidents Hi List, our Incident console in ITSM 7.6.03 seems to show the wrong incidents. It also contains incidents that were previously assigned to the group of the user and then routed to another. This is only happening in Incident Management Console, but not in Overview Console. Has anyone of you noticed the same behaviour and found a solution for it? Regards, Thomas ___ 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: Incident Management Console
Hi, I think I'm missing something when trying to add new columns to Incident management Console table. I have added columns into the watch list form and data values appear into console after selecting watch list only. However field is available for other options like Select My Group/All Groups but no data into the newly added columns now. Not sure what is missing even workflow looks upto the Incident form through EXTERNAL. Regards, Gajanan From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Anusha Das Sent: Saturday, October 27, 2012 6:23 AM To: arslist@ARSLIST.ORG Subject: Re: Incident Management Console ** Mark, The table that appears in the Incident Management console actually pulls data using EXTERNAL table qualification and it pulls it from a few different sources, but to answer your question, it is on the HPD:Incident Management Console form itself. My understanding is that if you makes the changes on the Incident Mgmt Console form, it will reflect the changes on the Home Page as well. We have made some customizations to the Incident Mgmt Console and see it reflected if Incident Mgmt Console is added to to the Home Page. Date: Sat, 27 Oct 2012 04:15:16 +0530 From: ravira...@hotmail.commailto:ravira...@hotmail.com Subject: Re: Incident Management Console To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG ** Mark If you want to add new colums in the overview console You have to configure the ARDBCAppQuery plugin for the new field. For adding a new field follwo the below steps Create the field in SHR:ARDBC:Overview Console_template form and on SHR:ARDBC:Overview Console form Create an entry in the SHR:ARDBCFields form if the field is a Selection field, create Value records in the SHR:ARDBCEnumLookup form Restart the AR Plugin Server Thanks Ravi Rai Date: Fri, 26 Oct 2012 08:32:38 -0400 From: mbritt...@navisite.commailto:mbritt...@navisite.com Subject: Incident Management Console To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG ** Hi All, I am working in ITSM 7.6.04 and I need to show or hide some of the columns. There question I have is where is the table. If I look in the HPD: Incident Management Console, the database/ID name is z2TH_incidents/302087200. Also if I look in the HPD: HomePageContent:RL_IncidientConsole , the name/ID is the same How does that work? My guess is what appears in the Incident Management Console is a view of the other form. So where would I make the change? Thanks Mark Mark Brittain Remedy Developer ITILv3 Foundation NaviSite - A Time Warner Cable Company mbritt...@navisite.commailto:mbritt...@navisite.com Office: 315-453-2912 x5335 Mobile: 315-882.5360 This e-mail is the property of NaviSite, Inc. It is intended only for the person or entity to which it is addressed and may contain information that is privileged, confidential, or otherwise protected from disclosure. Distribution or copying of this e-mail, or the information contained herein, to anyone other than the intended recipient is prohibited. _attend WWRUG12 www.wwrug.comhttp://www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG12 www.wwrug.comhttp://www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG12 www.wwrug.comhttp://www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Incident Management Console
Hi Gajanan, I ran into this a little while ago. The base form for the table is the watch list and workflow changes this to the Help Desk form. The table in the Incident Console or all tables for that matter references the Field ID. In order for this to work the field added to the watch list join form must have the same Field ID number as the field on the Help Desk form you want to display. Mark From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Gajanan Swami Sent: Thursday, May 30, 2013 8:52 AM To: arslist@ARSLIST.ORG Subject: Re: Incident Management Console ** Hi, I think I'm missing something when trying to add new columns to Incident management Console table. I have added columns into the watch list form and data values appear into console after selecting watch list only. However field is available for other options like Select My Group/All Groups but no data into the newly added columns now. Not sure what is missing even workflow looks upto the Incident form through EXTERNAL. Regards, Gajanan From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Anusha Das Sent: Saturday, October 27, 2012 6:23 AM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: Incident Management Console ** Mark, The table that appears in the Incident Management console actually pulls data using EXTERNAL table qualification and it pulls it from a few different sources, but to answer your question, it is on the HPD:Incident Management Console form itself. My understanding is that if you makes the changes on the Incident Mgmt Console form, it will reflect the changes on the Home Page as well. We have made some customizations to the Incident Mgmt Console and see it reflected if Incident Mgmt Console is added to to the Home Page. Date: Sat, 27 Oct 2012 04:15:16 +0530 From: ravira...@hotmail.commailto:ravira...@hotmail.com Subject: Re: Incident Management Console To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG ** Mark If you want to add new colums in the overview console You have to configure the ARDBCAppQuery plugin for the new field. For adding a new field follwo the below steps Create the field in SHR:ARDBC:Overview Console_template form and on SHR:ARDBC:Overview Console form Create an entry in the SHR:ARDBCFields form if the field is a Selection field, create Value records in the SHR:ARDBCEnumLookup form Restart the AR Plugin Server Thanks Ravi Rai Date: Fri, 26 Oct 2012 08:32:38 -0400 From: mbritt...@navisite.commailto:mbritt...@navisite.com Subject: Incident Management Console To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG ** Hi All, I am working in ITSM 7.6.04 and I need to show or hide some of the columns. There question I have is where is the table. If I look in the HPD: Incident Management Console, the database/ID name is z2TH_incidents/302087200. Also if I look in the HPD: HomePageContent:RL_IncidientConsole , the name/ID is the same How does that work? My guess is what appears in the Incident Management Console is a view of the other form. So where would I make the change? Thanks Mark Mark Brittain Remedy Developer ITILv3 Foundation NaviSite - A Time Warner Cable Company mbritt...@navisite.commailto:mbritt...@navisite.com Office: 315-453-2912 x5335 Mobile: 315-882.5360 This e-mail is the property of NaviSite, Inc. It is intended only for the person or entity to which it is addressed and may contain information that is privileged, confidential, or otherwise protected from disclosure. Distribution or copying of this e-mail, or the information contained herein, to anyone other than the intended recipient is prohibited. _attend WWRUG12 www.wwrug.comhttp://www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG12 www.wwrug.comhttp://www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG12 www.wwrug.comhttp://www.wwrug.com ARSlist: Where the Answers Are_ _ARSlist: 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
Re: Incident Management Console
Mark If you want to add new colums in the overview console You have to configure the ARDBCAppQuery plugin for the new field. For adding a new field follwo the below steps Create the field in SHR:ARDBC:Overview Console_template form and on SHR:ARDBC:Overview Console form Create an entry in the SHR:ARDBCFields form if the field is a Selection field, create Value records in the SHR:ARDBCEnumLookup form Restart the AR Plugin Server Thanks Ravi Rai Date: Fri, 26 Oct 2012 08:32:38 -0400 From: mbritt...@navisite.com Subject: Incident Management Console To: arslist@ARSLIST.ORG ** Hi All, I am working in ITSM 7.6.04 and I need to show or hide some of the columns. There question I have is “where is the table”. If I look in the HPD: Incident Management Console, the database/ID name is z2TH_incidents/302087200. Also if I look in the HPD: HomePageContent:RL_IncidientConsole , the name/ID is the same How does that work? My guess is what appears in the Incident Management Console is a view of the other form. So where would I make the change? Thanks Mark Mark Brittain Remedy Developer ITILv3 Foundation NaviSite – A Time Warner Cable Company mbritt...@navisite.com Office: 315-453-2912 x5335 Mobile: 315-882.5360 This e-mail is the property of NaviSite, Inc. It is intended only for the person or entity to which it is addressed and may contain information that is privileged, confidential, or otherwise protected from disclosure. Distribution or copying of this e-mail, or the information contained herein, to anyone other than the intended recipient is prohibited. _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: Incident Management Console
Mark, The table that appears in the Incident Management console actually pulls data using EXTERNAL table qualification and it pulls it from a few different sources, but to answer your question, it is on the HPD:Incident Management Console form itself. My understanding is that if you makes the changes on the Incident Mgmt Console form, it will reflect the changes on the Home Page as well. We have made some customizations to the Incident Mgmt Console and see it reflected if Incident Mgmt Console is added to to the Home Page. Date: Sat, 27 Oct 2012 04:15:16 +0530 From: ravira...@hotmail.com Subject: Re: Incident Management Console To: arslist@ARSLIST.ORG ** Mark If you want to add new colums in the overview console You have to configure the ARDBCAppQuery plugin for the new field. For adding a new field follwo the below steps Create the field in SHR:ARDBC:Overview Console_template form and on SHR:ARDBC:Overview Console form Create an entry in the SHR:ARDBCFields form if the field is a Selection field, create Value records in the SHR:ARDBCEnumLookup form Restart the AR Plugin Server Thanks Ravi Rai Date: Fri, 26 Oct 2012 08:32:38 -0400 From: mbritt...@navisite.com Subject: Incident Management Console To: arslist@ARSLIST.ORG ** Hi All, I am working in ITSM 7.6.04 and I need to show or hide some of the columns. There question I have is “where is the table”. If I look in the HPD: Incident Management Console, the database/ID name is z2TH_incidents/302087200. Also if I look in the HPD: HomePageContent:RL_IncidientConsole , the name/ID is the same How does that work? My guess is what appears in the Incident Management Console is a view of the other form. So where would I make the change? Thanks Mark Mark Brittain Remedy Developer ITILv3 Foundation NaviSite – A Time Warner Cable Company mbritt...@navisite.com Office: 315-453-2912 x5335 Mobile: 315-882.5360 This e-mail is the property of NaviSite, Inc. It is intended only for the person or entity to which it is addressed and may contain information that is privileged, confidential, or otherwise protected from disclosure. Distribution or copying of this e-mail, or the information contained herein, to anyone other than the intended recipient is prohibited. _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: Incident Management Console/Incident Ownership Process
On point 1., design your assignment rules that set Ownership however you want; don't accept the default behaviors. On point 2., this was changed somewhere between ITSM 7.0 and 7.6.x to where it is impossible to easily filter out the Ownership-only records. It is HUGE problem for us in our 7.6.04.01 system upgraded from 7.0.03.009. Our faculty/staff customers are organized into over a dozen Support Organizations and Departments under a Customer Company, with distributed support units configured as their desktop support (students are supported by the central helpdesk). Assignment Rules set Ownership to the local support for all Incidents for faculty/staff, even if the Incident is assigned to a central support entity for action, since in most cases the customer expects their local distributed support to be aware of their problem. In the 7.0 Incident Console there was a toggle between Assigned and Ownership that kept Ownership-only tickets hidden until you wanted to look at them; switching back and forth was easy. No longer; this was removed by someone without a clue when the 7.6 Incident Consoles were re-designed; when we webexed with BMC to show them the problem, they were stunned to see over a hundred ownership-only requests in the helpdesk consoles, where there were less than a dozen actual assigned, open tickets. The OOTB filters are useless for controlling this, and the custom filters are barely usable as you have to write VERY long and complex Boolean queries (that drive the mid-tier nuts if they are in error) and must be added by each individual on their support account. We have had an issue open on this since before we went live but have gotten nowhere with it. BMC wants to say that it is as designed; I say they broke the functionality present in 7.0 and I want it back. If it is as designed, it is lousy design with blinders on. We are close to the point where I will be forced to customize the consoles to restore the toggle to hide Ownership-only records. Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing IT Center http://itsm.unt.edu/ -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Jeff Sent: Thursday, October 13, 2011 3:39 PM To: arslist@ARSLIST.ORG Subject: Incident Management Console/Incident Ownership Process We are deploying ITSM 7.6.03 and primarily setting up the Incident Management module. One functionality that is new to us is the Incident Ownership process. We have the assignment part working well, however, would like to tweak the incident ownership process if possible. Our primary service desks are set as the Help Desk tier, so they are the owners of everything that they create and save internally or anything that they create and assign to other support groups. All other support groups are set as Tier 1 and whenever they create a case and assign it to another Tier 1 group, the originating group becomes the incident owner. We are looking for 1 of 2 solutions. 1. We would prefer that instead of the originating group becoming the incident owner, the assigned group would become the incident owner. I'm not sure if this is possible or not. If so, is there a place that this can be configured or a certain tier that can be used (ie, going from a Tier 3 group to a Tier 2 group). 2. If this is not possible, is there a place to configure the view in the incident console so that it only shows cases that your groups as the assignee for and not groups you are just the owner of? In the application preferences, there is a spot to configure the overview console to have a Role of Assignee, Owner, and Assignee and/or Owner. That does what we want, but only does it for the Overview console. Is there a place to change this for the Incident Console? ___ 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: Incident Management Console 7.6.04
We had the same issue. We ended up making new managed searches on the console for assigned (not owned). Certainly not ideal, but it seems to be an acceptable work around for my people Anne Ramey *** E-mail correspondence to and from this address may be subject to the North Carolina Public Records Law and may be disclosed to third parties only by an authorized State Official. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of strauss Sent: Monday, August 08, 2011 1:18 PM To: arslist@ARSLIST.ORG Subject: Incident Management Console 7.6.04 ** We have only had ITSM 7.6.04 in production for a few hours, and the universal assessment from our users has been unanimous; the new Incident Console (insert appropriate string of expletives here). The fact that it is now impossible to filter it on Role (Assignment versus Owner) as it was in 7.0 is a HUGE step backwards. We opened an issue with BMC during testing, but you can imagine where that will go. We already knew that this would happen from our test users' reactions, but it is really baffling the folks who skipped testing. Someone from our desktop support (which is on a different campus) showed up at the helpdesk this morning, thinking that they needed to work on an Incident that was in fact only Owned by them; it was Assigned to the helpdesk and they were working it. The helpdesk is the most heavily impacted, since they are the Owner Group for ALL students (~37,000 of them) and ANY Incident opened on behalf of a student, by any support group, and assigned to any support group (like the Library helpdesk), shows up in their console intermingled with the Incidents that are actually assigned to them. It's more like they are overwhelming the incidents that are actually assigned to them, by 10 or more to one (it is currently 5 assigned versus 59 owned). Just wait until the semester starts!! I did unhide the Assigned Group And Owner Group columns in the console before we went live, which helps a little because you can sort them, but it is still a mess. The helpdesk manager spent several days during testing trying every possible filter available in the console, to no avail. I guess I will be restoring the 7.0 Role selection function and it's workflow to the 7.6.04 system sometime soon; very soon. Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing IT Center http://itsm.unt.edu/ _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: Incident Management Console 7.6.04
Yes, we are experimenting with that. Going that route has a different fallacy. If I re-create the 7.0 toggle between Assigned and Owned, which I assume shoved some additional qualifications into the external qualification for the console's tablefield, the syntax will be tested and encapsulated in the active links and everyone will fire the same qualifications whenever they operate it. With the managed searches, everyone is trying to edit their own Boolean search strings and save them into their own account space, and so there will be (eventually) hundreds of different custom searches being thrown at the tablefield. I am already seeing the results of their experimentation as GoatExceptions in the mid-tier logs - choking on regular expression syntax errors. I will up to my eyeballs in dead goats before it's over :-o Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing IT Center http://itsm.unt.edu/ From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Ramey, Anne Sent: Tuesday, August 09, 2011 7:25 AM To: arslist@ARSLIST.ORG Subject: Re: Incident Management Console 7.6.04 ** We had the same issue. We ended up making new managed searches on the console for assigned (not owned). Certainly not ideal, but it seems to be an acceptable work around for my people Anne Ramey *** E-mail correspondence to and from this address may be subject to the North Carolina Public Records Law and may be disclosed to third parties only by an authorized State Official. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of strauss Sent: Monday, August 08, 2011 1:18 PM To: arslist@ARSLIST.ORG Subject: Incident Management Console 7.6.04 ** We have only had ITSM 7.6.04 in production for a few hours, and the universal assessment from our users has been unanimous; the new Incident Console (insert appropriate string of expletives here). The fact that it is now impossible to filter it on Role (Assignment versus Owner) as it was in 7.0 is a HUGE step backwards. We opened an issue with BMC during testing, but you can imagine where that will go. We already knew that this would happen from our test users' reactions, but it is really baffling the folks who skipped testing. Someone from our desktop support (which is on a different campus) showed up at the helpdesk this morning, thinking that they needed to work on an Incident that was in fact only Owned by them; it was Assigned to the helpdesk and they were working it. The helpdesk is the most heavily impacted, since they are the Owner Group for ALL students (~37,000 of them) and ANY Incident opened on behalf of a student, by any support group, and assigned to any support group (like the Library helpdesk), shows up in their console intermingled with the Incidents that are actually assigned to them. It's more like they are overwhelming the incidents that are actually assigned to them, by 10 or more to one (it is currently 5 assigned versus 59 owned). Just wait until the semester starts!! I did unhide the Assigned Group And Owner Group columns in the console before we went live, which helps a little because you can sort them, but it is still a mess. The helpdesk manager spent several days during testing trying every possible filter available in the console, to no avail. I guess I will be restoring the 7.0 Role selection function and it's workflow to the 7.6.04 system sometime soon; very soon. Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing IT Center http://itsm.unt.edu/ _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ _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: Incident Management Console 7.6.04
Yes we received the same complaint from our users(mainly call center agents), when we went live a month ago. Basically users are unable to differentiate the concept that assignment and ownership are two different things. Only process owners understand that, but the regular call center agents do not bother to know about it. All they say is I assigned the tkt to another group and it is still showing up in my console, and they keep clicking on that ticket to try to reassign. BMC did provide some config options to filter by Assignment group Vs Owner Group,but that works only for Overview console not for Incident console. We end up customizing the Incident Console to show only tickets assigned to them, not owned by them. Of course now they lost the visibility of the tickets that are owned by them hence lost the visibility to total control of ownership. Anyway Ticket Owner ship is very loosely used here and not many people bothered to care about it in my organization. On Aug 8, 12:17 pm, strauss stra...@unt.edu wrote: We have only had ITSM 7.6.04 in production for a few hours, and the universal assessment from our users has been unanimous; the new Incident Console (insert appropriate string of expletives here). The fact that it is now impossible to filter it on Role (Assignment versus Owner) as it was in 7.0 is a HUGE step backwards. We opened an issue with BMC during testing, but you can imagine where that will go. We already knew that this would happen from our test users' reactions, but it is really baffling the folks who skipped testing. Someone from our desktop support (which is on a different campus) showed up at the helpdesk this morning, thinking that they needed to work on an Incident that was in fact only Owned by them; it was Assigned to the helpdesk and they were working it. The helpdesk is the most heavily impacted, since they are the Owner Group for ALL students (~37,000 of them) and ANY Incident opened on behalf of a student, by any support group, and assigned to any support group (like the Library helpdesk), shows up in their console intermingled with the Incidents that are actually assigned to them. It's more like they are overwhelming the incidents that are actually assigned to them, by 10 or more to one (it is currently 5 assigned versus 59 owned). Just wait until the semester starts!! I did unhide the Assigned Group And Owner Group columns in the console before we went live, which helps a little because you can sort them, but it is still a mess. The helpdesk manager spent several days during testing trying every possible filter available in the console, to no avail. I guess I will be restoring the 7.0 Role selection function and it's workflow to the 7.6.04 system sometime soon; very soon. Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing IT Centerhttp://itsm.unt.edu/ ___ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org attend wwrug11www.wwrug.comARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: Incident Management Console 7.6.04
We are still testing custom filters here; my favorite so far, from our
administrative desktop support group:
('Assigned Support Organization' = Admin Controller's Office OR 'Assigned
Support Organization' = Admin International Studies and Pgms OR 'Assigned
Support Organization' = Admin Network Support OR 'Assigned Support
Organization' = Admin University Registrar OR 'Assigned Support Organization'
= Admin University Union OR 'Assigned Support Organization' = Enrollment
Management Support OR 'Assigned Group' = ABN Security) AND ( 'Status' =
Assigned OR 'Status' = In Progress OR 'Status' = Pending)
Dead goats everywhere!
Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing IT Center
http://itsm.unt.edu/
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of patchsk
Sent: Tuesday, August 09, 2011 11:28 AM
To: arslist@ARSLIST.ORG
Subject: Re: Incident Management Console 7.6.04
Yes we received the same complaint from our users(mainly call center
agents), when we went live a month ago.
Basically users are unable to differentiate the concept that
assignment and ownership are two different things.
Only process owners understand that, but the regular call center
agents do not bother to know about it.
All they say is I assigned the tkt to another group and it is still
showing up in my console, and they keep clicking on that ticket to try
to reassign.
BMC did provide some config options to filter by Assignment group Vs
Owner Group,but that works only for Overview console not for Incident
console.
We end up customizing the Incident Console to show only tickets
assigned to them, not owned by them.
Of course now they lost the visibility of the tickets that are owned
by them hence lost the visibility to total control of ownership.
Anyway Ticket Owner ship is very loosely used here and not many people
bothered to care about it in my organization.
On Aug 8, 12:17 pm, strauss stra...@unt.edu wrote:
We have only had ITSM 7.6.04 in production for a few hours, and the universal
assessment from our users has been unanimous; the new Incident Console
(insert appropriate string of expletives here). The fact that it is now
impossible to filter it on Role (Assignment versus Owner) as it was in 7.0 is
a HUGE step backwards. We opened an issue with BMC during testing, but you
can imagine where that will go.
We already knew that this would happen from our test users' reactions, but it
is really baffling the folks who skipped testing. Someone from our desktop
support (which is on a different campus) showed up at the helpdesk this
morning, thinking that they needed to work on an Incident that was in fact
only Owned by them; it was Assigned to the helpdesk and they were working it.
The helpdesk is the most heavily impacted, since they are the Owner Group for
ALL students (~37,000 of them) and ANY Incident opened on behalf of a
student, by any support group, and assigned to any support group (like the
Library helpdesk), shows up in their console intermingled with the Incidents
that are actually assigned to them. It's more like they are overwhelming the
incidents that are actually assigned to them, by 10 or more to one (it is
currently 5 assigned versus 59 owned). Just wait until the semester starts!!
I did unhide the Assigned Group And Owner Group columns in the console before
we went live, which helps a little because you can sort them, but it is still
a mess. The helpdesk manager spent several days during testing trying every
possible filter available in the console, to no avail. I guess I will be
restoring the 7.0 Role selection function and it's workflow to the 7.6.04
system sometime soon; very soon.
Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing IT Centerhttp://itsm.unt.edu/
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Re: Incident Management Console 7.6.04
Your end users should've been able to come up with that one on their own! :)
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of strauss
Sent: Tuesday, August 09, 2011 12:38 PM
To: arslist@ARSLIST.ORG
Subject: Re: Incident Management Console 7.6.04
We are still testing custom filters here; my favorite so far, from our
administrative desktop support group:
('Assigned Support Organization' = Admin Controller's Office OR 'Assigned
Support Organization' = Admin International Studies and Pgms OR 'Assigned
Support Organization' = Admin Network Support OR 'Assigned Support
Organization' = Admin University Registrar OR 'Assigned Support Organization'
= Admin University Union OR 'Assigned Support Organization' = Enrollment
Management Support OR 'Assigned Group' = ABN Security) AND ( 'Status' =
Assigned OR 'Status' = In Progress OR 'Status' = Pending)
Dead goats everywhere!
Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing IT Center http://itsm.unt.edu/
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of patchsk
Sent: Tuesday, August 09, 2011 11:28 AM
To: arslist@ARSLIST.ORG
Subject: Re: Incident Management Console 7.6.04
Yes we received the same complaint from our users(mainly call center agents),
when we went live a month ago.
Basically users are unable to differentiate the concept that assignment and
ownership are two different things.
Only process owners understand that, but the regular call center agents do not
bother to know about it.
All they say is I assigned the tkt to another group and it is still showing up
in my console, and they keep clicking on that ticket to try to reassign.
BMC did provide some config options to filter by Assignment group Vs Owner
Group,but that works only for Overview console not for Incident console.
We end up customizing the Incident Console to show only tickets assigned to
them, not owned by them.
Of course now they lost the visibility of the tickets that are owned by them
hence lost the visibility to total control of ownership.
Anyway Ticket Owner ship is very loosely used here and not many people bothered
to care about it in my organization.
On Aug 8, 12:17 pm, strauss stra...@unt.edu wrote:
We have only had ITSM 7.6.04 in production for a few hours, and the universal
assessment from our users has been unanimous; the new Incident Console
(insert appropriate string of expletives here). The fact that it is now
impossible to filter it on Role (Assignment versus Owner) as it was in 7.0 is
a HUGE step backwards. We opened an issue with BMC during testing, but you
can imagine where that will go.
We already knew that this would happen from our test users' reactions, but it
is really baffling the folks who skipped testing. Someone from our desktop
support (which is on a different campus) showed up at the helpdesk this
morning, thinking that they needed to work on an Incident that was in fact
only Owned by them; it was Assigned to the helpdesk and they were working it.
The helpdesk is the most heavily impacted, since they are the Owner Group for
ALL students (~37,000 of them) and ANY Incident opened on behalf of a
student, by any support group, and assigned to any support group (like the
Library helpdesk), shows up in their console intermingled with the Incidents
that are actually assigned to them. It's more like they are overwhelming the
incidents that are actually assigned to them, by 10 or more to one (it is
currently 5 assigned versus 59 owned). Just wait until the semester starts!!
I did unhide the Assigned Group And Owner Group columns in the console before
we went live, which helps a little because you can sort them, but it is still
a mess. The helpdesk manager spent several days during testing trying every
possible filter available in the console, to no avail. I guess I will be
restoring the 7.0 Role selection function and it's workflow to the 7.6.04
system sometime soon; very soon.
Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing IT Centerhttp://itsm.unt.edu/
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Re: Incident Management Console 7.6.04
Chris, We've had the same exact complaints. The whole idea of Assigned to me in BMC's head meaning Assigned and Owned by me is ridiculous. One thing we've had to do is send the users a set of custom filter qualifications that they can add to their profiles to make life easier. Outside of Incident, the approval console is still clunky and I still have no idea why BMC still maintains the RKM Solution and Known Error DB and also the Problem management Solution and KE DB. Also, don't even get me started on Analytics... (see previous post). Also, as these products become more and more integrated and complex, we've seen a decline in the level of support from BMC. I was accidentally copied on a bunch of their internal e-mails and it was horrifying. It was a game of musical tickets and no one wanted to give a straight answer... and this was internal! If you ever want to chat about all the fun stuff you run into, give me a call because I've probably run into it first. -Tauf 646-483-2779 From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of strauss Sent: Monday, August 08, 2011 1:18 PM To: arslist@ARSLIST.ORG Subject: Incident Management Console 7.6.04 ** We have only had ITSM 7.6.04 in production for a few hours, and the universal assessment from our users has been unanimous; the new Incident Console (insert appropriate string of expletives here). The fact that it is now impossible to filter it on Role (Assignment versus Owner) as it was in 7.0 is a HUGE step backwards. We opened an issue with BMC during testing, but you can imagine where that will go. We already knew that this would happen from our test users' reactions, but it is really baffling the folks who skipped testing. Someone from our desktop support (which is on a different campus) showed up at the helpdesk this morning, thinking that they needed to work on an Incident that was in fact only Owned by them; it was Assigned to the helpdesk and they were working it. The helpdesk is the most heavily impacted, since they are the Owner Group for ALL students (~37,000 of them) and ANY Incident opened on behalf of a student, by any support group, and assigned to any support group (like the Library helpdesk), shows up in their console intermingled with the Incidents that are actually assigned to them. It's more like they are overwhelming the incidents that are actually assigned to them, by 10 or more to one (it is currently 5 assigned versus 59 owned). Just wait until the semester starts!! I did unhide the Assigned Group And Owner Group columns in the console before we went live, which helps a little because you can sort them, but it is still a mess. The helpdesk manager spent several days during testing trying every possible filter available in the console, to no avail. I guess I will be restoring the 7.0 Role selection function and it's workflow to the 7.6.04 system sometime soon; very soon. Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing IT Center http://itsm.unt.edu/ _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
Re: Incident Management Console
It could be the menu return the requestId, then workflow do a lookup to replace the value. It happens slow enough on MT so you could see the Id momentary. On Tue, Mar 9, 2010 at 12:47 PM, Shyam Attavar atta...@sbcglobal.netwrote: ** Dear Listers, We have been seeing something quite unusual in the Incident Management Console on the midtier: - whenever the Role field value is changed from the drop down menu, there is a brief moment we see MNU2932 (the menu item id value from the SYS:Menu Items form) and then the actual Menu Value is displayed in the Role field. We don't see this odd behavior on the User Tool. I looked at the AL logs both on the MT and on the UT, but did not see any reference to set fields doing an explicit set fields of the Menu Item ID being set into the Role field being displayed. We are running ITSM 7.1.0 on AR System 7.1.0 Patch 6 Has anyone one else seen this odd behavior? I am unable to explain this behavior on the MT. Thanks, -- Shyam _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ -- ARS 7.0.1 P005 MS SQL 2005 MT- 7.1 P006 Microsoft IIS ServletExec/5.0p06 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: Incident Management Console
Actually, I don't see any reference to the Menu Item ID being set in the logs. I looked at all the Activelinks and not there either for the Menu Item ID being used. Is this a midtier behavior that cannot be changed, or am I missing something? From: Andrew Fremont andrewfrem...@gmail.com To: arslist@ARSLIST.ORG Sent: Tue, March 9, 2010 1:25:53 PM Subject: Re: Incident Management Console ** It could be the menu return the requestId, then workflow do a lookup to replace the value. It happens slow enough on MT so you could see the Id momentary. On Tue, Mar 9, 2010 at 12:47 PM, Shyam Attavar atta...@sbcglobal.net wrote: ** Dear Listers, We have been seeing something quite unusual in the Incident Management Console on the midtier: - whenever the Role field value is changed from the drop down menu, there is a brief moment we see MNU2932 (the menu item id value from the SYS:Menu Items form) and then the actual Menu Value is displayed in the Role field. We don't see this odd behavior on the User Tool. I looked at the AL logs both on the MT and on the UT, but did not see any reference to set fields doing an explicit set fields of the Menu Item ID being set into the Role field being displayed. We are running ITSM 7.1.0 on AR System 7.1.0 Patch 6 Has anyone one else seen this odd behavior? I am unable to explain this behavior on the MT. Thanks, -- Shyam _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ -- ARS 7.0.1 P005 MS SQL 2005 MT- 7.1 P006 Microsoft IIS ServletExec/5.0p06 _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: Incident Management Console Assigned Work results table and two sets of colors
So do you mean you want to figure out a way to base the results colors from the combination of two fields rather than one? Thanks Peter Lammey ESPN MIT Technical Services Applications Management 860-766-4761 From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Howard Richter Sent: Thursday, August 28, 2008 1:55 PM To: arslist@ARSLIST.ORG Subject: Incident Management Console Assigned Work results table and two sets of colors ** All, As we know a table field (I should say as I know, and I might be wrong) can only have one set of results colors, however I need two. One set is for the SLM (out of the Box) and the other is when an Incident is marked critical. Any ideas are welcome. As always thanks, Howard Richter -- Howard Richter Red Hat Certified Technician CompTIA Linux+ Certified ITIL Foundation Certified E-Mail = [EMAIL PROTECTED]mailto:[EMAIL PROTECTED] LinkedIn Profile = http://www.linkedin.com/in/hbr4270 __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ Please consider the environment before printing this e-mail. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Incident Management Console Assigned Work results table and two sets of colors
One thing I do when the results color needs to be based on multiple conditions or situations, is to create an enumerated field (Results List Color) that has the list of colors I'll want and use that field as the basis for the Results List colors (defaults to black). Then create filters for whatever situation you face that sets that enumerated field to the appropriate color. Thad Esser Remedy Developer Argue for your limitations, and sure enough, they're yours.-- Richard Bach Howard Richter [EMAIL PROTECTED] Sent by: Action Request System discussion list(ARSList) arslist@ARSLIST.ORG 08/28/2008 10:54 AM Please respond to arslist@ARSLIST.ORG To arslist@ARSLIST.ORG cc Subject Incident Management Console Assigned Work results table and two sets of colors ** All, As we know a table field (I should say as I know, and I might be wrong) can only have one set of results colors, however I need two. One set is for the SLM (out of the Box) and the other is when an Incident is marked critical. Any ideas are welcome. As always thanks, Howard Richter -- Howard Richter Red Hat Certified Technician CompTIA Linux+ Certified ITIL Foundation Certified E-Mail = [EMAIL PROTECTED] LinkedIn Profile = http://www.linkedin.com/in/hbr4270 __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ *IMPORTANT NOTICE: This communication, including any attachment, contains information that may be confidential or privileged, and is intended solely for the entity or individual to whom it is addressed. If you are not the intended recipient, you should delete this message and are hereby notified that any disclosure, copying, or distribution of this message is strictly prohibited. Nothing in this email, including any attachment, is intended to be a legally binding signature. * ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Incident Management Console Assigned Work results table and two sets of colors
You will need to create a new selection field that contains the colors you want to display, then create workflow to set that selection field based on your own criteria maybe something like, follow all of the SLM rules, but if it's critical set it to another colorthen change your table to use this new selection field instead of the default. _ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Howard Richter Sent: Thursday, August 28, 2008 11:55 AM To: arslist@ARSLIST.ORG Subject: Incident Management Console Assigned Work results table and two sets of colors ** All, As we know a table field (I should say as I know, and I might be wrong) can only have one set of results colors, however I need two. One set is for the SLM (out of the Box) and the other is when an Incident is marked critical. Any ideas are welcome. As always thanks, Howard Richter -- Howard Richter Red Hat Certified Technician CompTIA Linux+ Certified ITIL Foundation Certified E-Mail = [EMAIL PROTECTED] LinkedIn Profile = http://www.linkedin.com/in/hbr4270 __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Incident Management Console Assigned Work results table and two sets of colors
Peter, Yes. For example lets say the sla has marked the incident as green (foreground), and I would like to change the background to yellow since the issue is critical. I am thinking of going down Thad's idea, but then I would need to deal with SLM and updates to the incidents. hbr On Thu, Aug 28, 2008 at 2:05 PM, Lammey, Peter A. [EMAIL PROTECTED]wrote: ** So do you mean you want to figure out a way to base the results colors from the combination of two fields rather than one? Thanks Peter Lammey ESPN MIT Technical Services Applications Management 860-766-4761 -- *From:* Action Request System discussion list(ARSList) [mailto: [EMAIL PROTECTED] *On Behalf Of *Howard Richter *Sent:* Thursday, August 28, 2008 1:55 PM *To:* arslist@ARSLIST.ORG *Subject:* Incident Management Console Assigned Work results table and two sets of colors ** All, As we know a table field (I should say as I know, and I might be wrong) can only have one set of results colors, however I need two. One set is for the SLM (out of the Box) and the other is when an Incident is marked critical. Any ideas are welcome. As always thanks, Howard Richter -- Howard Richter Red Hat Certified Technician CompTIA Linux+ Certified ITIL Foundation Certified E-Mail = [EMAIL PROTECTED] LinkedIn Profile = http://www.linkedin.com/in/hbr4270 __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ -- Please consider the environment before printing this e-mail. __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ -- Howard Richter Red Hat Certified Technician CompTIA Linux+ Certified ITIL Foundation Certified E-Mail = [EMAIL PROTECTED] LinkedIn Profile = http://www.linkedin.com/in/hbr4270 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Incident Management Console Assigned Work results table and two sets of colors
That is exactly what I had done for an egg-timer functionality I created for one of my customers a couple of years ago.. I had a set of filters check the condtions, and set that color field to whatever color need be displayed and based the table field colors off that color field.. Works like a charm.. Joe - Original Message From: Thad K Esser [EMAIL PROTECTED] To: arslist@ARSLIST.ORG Sent: Thursday, August 28, 2008 2:06:05 PM Subject: Re: Incident Management Console Assigned Work results table and two sets of colors ** One thing I do when the results color needs to be based on multiple conditions or situations, is to create an enumerated field (Results List Color) that has the list of colors I'll want and use that field as the basis for the Results List colors (defaults to black). Then create filters for whatever situation you face that sets that enumerated field to the appropriate color. Thad Esser Remedy Developer Argue for your limitations, and sure enough, they're yours.-- Richard Bach Howard Richter [EMAIL PROTECTED] Sent by: Action Request System discussion list(ARSList) arslist@ARSLIST.ORG 08/28/2008 10:54 AM Please respond to arslist@ARSLIST.ORG To arslist@ARSLIST.ORG cc Subject Incident Management Console Assigned Work results table and two sets of colors ** All, As we know a table field (I should say as I know, and I might be wrong) can only have one set of results colors, however I need two. One set is for the SLM (out of the Box) and the other is when an Incident is marked critical. Any ideas are welcome. As always thanks, Howard Richter -- Howard Richter Red Hat Certified Technician CompTIA Linux+ Certified ITIL Foundation Certified E-Mail = [EMAIL PROTECTED] LinkedIn Profile = http://www.linkedin.com/in/hbr4270 __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ *IMPORTANT NOTICE: This communication, including any attachment, contains information that may be confidential or privileged, and is intended solely for the entity or individual to whom it is addressed. If you are not the intended recipient, you should delete this message and are hereby notified that any disclosure, copying, or distribution of this message is strictly prohibited. Nothing in this email, including any attachment, is intended to be a legally binding signature. * ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Incident Management Console losing sort
Matt, Can you provide more info? Is it happening on both the User tool and the mid-tier or just 1 of the 2? What version of AR System? Tauf Chowdhury | Forest Laboratories, Inc. Sr. Analyst Office: 631.858.7765 From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Gayford, Matthew C. Sent: Thursday, July 31, 2008 8:52 AM To: arslist@ARSLIST.ORG Subject: Incident Management Console losing sort Hi List, I noticed today that the form HPD:Incident Management Console will no longer let users click the summary column and sort the ticket list. It works with all of the other columns, but nothing happens when the summary column is clicked. Our test box is working fine and the sort is correct on that install. Any thoughts? Thanks, Matt Matthew C. Gayford Technology Research Development Information Technology Systems Division University of North Carolina Wilmington (910) 962-7177 __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ** 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 Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Incident Management Console losing sort
The strange behavior is happening on both the user tool and the mid-tier. We're running ARS ITSM 7.0.01 patch 003. Matt Matthew C. Gayford Technology Research Development Information Technology Systems Division University of North Carolina Wilmington (910) 962-7177 From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Chowdhury, Tauf Sent: Thursday, July 31, 2008 9:22 AM To: arslist@ARSLIST.ORG Subject: Re: Incident Management Console losing sort ** Matt, Can you provide more info? Is it happening on both the User tool and the mid-tier or just 1 of the 2? What version of AR System? Tauf Chowdhury | Forest Laboratories, Inc. Sr. Analyst Office: 631.858.7765 From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Gayford, Matthew C. Sent: Thursday, July 31, 2008 8:52 AM To: arslist@ARSLIST.ORG Subject: Incident Management Console losing sort Hi List, I noticed today that the form HPD:Incident Management Console will no longer let users click the summary column and sort the ticket list. It works with all of the other columns, but nothing happens when the summary column is clicked. Our test box is working fine and the sort is correct on that install. Any thoughts? Thanks, Matt Matthew C. Gayford Technology Research Development Information Technology Systems Division University of North Carolina Wilmington (910) 962-7177 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. __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Incident Management Console losing sort
Have you tried right clicking on the table and choosing reset - just a guess. On Thu, Jul 31, 2008 at 9:37 AM, Gayford, Matthew C. [EMAIL PROTECTED] wrote: ** The strange behavior is happening on both the user tool and the mid-tier. We're running ARS ITSM 7.0.01 patch 003. Matt Matthew C. Gayford Technology Research Development Information Technology Systems Division University of North Carolina Wilmington (910) 962-7177 From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Chowdhury, Tauf Sent: Thursday, July 31, 2008 9:22 AM To: arslist@ARSLIST.ORG Subject: Re: Incident Management Console losing sort ** Matt, Can you provide more info? Is it happening on both the User tool and the mid-tier or just 1 of the 2? What version of AR System? Tauf Chowdhury | Forest Laboratories, Inc. Sr. Analyst Office: 631.858.7765 From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Gayford, Matthew C. Sent: Thursday, July 31, 2008 8:52 AM To: arslist@ARSLIST.ORG Subject: Incident Management Console losing sort Hi List, I noticed today that the form HPD:Incident Management Console will no longer let users click the summary column and sort the ticket list. It works with all of the other columns, but nothing happens when the summary column is clicked. Our test box is working fine and the sort is correct on that install. Any thoughts? Thanks, Matt Matthew C. Gayford Technology Research Development Information Technology Systems Division University of North Carolina Wilmington (910) 962-7177 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. __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Incident Management Console losing sort
It didn't make any difference. But, I did notice that when I right click inside the table and click the sort submenu, the summary field is not an available sort option. I opened the form in the admin tool and don't see anything listed under the sort/levels tab. Matt Matthew C. Gayford Technology Research Development Information Technology Systems Division University of North Carolina Wilmington (910) 962-7177 -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of T. Dee Sent: Thursday, July 31, 2008 9:43 AM To: arslist@ARSLIST.ORG Subject: Re: Incident Management Console losing sort Have you tried right clicking on the table and choosing reset - just a guess. On Thu, Jul 31, 2008 at 9:37 AM, Gayford, Matthew C. [EMAIL PROTECTED] wrote: ** The strange behavior is happening on both the user tool and the mid-tier. We're running ARS ITSM 7.0.01 patch 003. Matt Matthew C. Gayford Technology Research Development Information Technology Systems Division University of North Carolina Wilmington (910) 962-7177 From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Chowdhury, Tauf Sent: Thursday, July 31, 2008 9:22 AM To: arslist@ARSLIST.ORG Subject: Re: Incident Management Console losing sort ** Matt, Can you provide more info? Is it happening on both the User tool and the mid-tier or just 1 of the 2? What version of AR System? Tauf Chowdhury | Forest Laboratories, Inc. Sr. Analyst Office: 631.858.7765 From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Gayford, Matthew C. Sent: Thursday, July 31, 2008 8:52 AM To: arslist@ARSLIST.ORG Subject: Incident Management Console losing sort Hi List, I noticed today that the form HPD:Incident Management Console will no longer let users click the summary column and sort the ticket list. It works with all of the other columns, but nothing happens when the summary column is clicked. Our test box is working fine and the sort is correct on that install. Any thoughts? Thanks, Matt Matthew C. Gayford Technology Research Development Information Technology Systems Division University of North Carolina Wilmington (910) 962-7177 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. __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
