Re: Service Request Management

[John Peters]

Thank you thats very helpful

JP


On Wed, Jul 23, 2014 at 4:27 PM, andres tamayo  wrote:

> **
> i think you should have AR, CMDB and SRM, no ITMS, maybe you want to add
> SLM as well if you need to measure SLA.
>
>
> 2014-07-23 4:41 GMT-05:00 Tauf Chowdhury :
>
> John,
>> I can't answer your question completely but I do know that you'll need
>> Atrium also. I believe that is a hard requirement.
>>
>> Sent from my iPhone
>>
>> > On Jul 23, 2014, at 5:29 AM, John Peters  wrote:
>> >
>> > **
>> > Hi,
>> >
>> > Is it possible to just run SRM without the overhead of
>> Change/Incident/Problem etc on the system?
>> >
>> > If I build a new server and just install SRM & Process Designer will
>> that be a vaild config?
>> >
>> > Thanks
>> >
>> > JP
>> > _ARSlist: "Where the Answers Are" and have been for 20 years_
>>
>>
>> ___
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>>
>
> _ARSlist: "Where the Answers Are" and have been for 20 years_
>

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Re: Service Request Management

[andres tamayo]

i think you should have AR, CMDB and SRM, no ITMS, maybe you want to add
SLM as well if you need to measure SLA.


2014-07-23 4:41 GMT-05:00 Tauf Chowdhury :

> John,
> I can't answer your question completely but I do know that you'll need
> Atrium also. I believe that is a hard requirement.
>
> Sent from my iPhone
>
> > On Jul 23, 2014, at 5:29 AM, John Peters  wrote:
> >
> > **
> > Hi,
> >
> > Is it possible to just run SRM without the overhead of
> Change/Incident/Problem etc on the system?
> >
> > If I build a new server and just install SRM & Process Designer will
> that be a vaild config?
> >
> > Thanks
> >
> > JP
> > _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"
>

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Re: Service Request Management

[Tauf Chowdhury]

John,
I can't answer your question completely but I do know that you'll need Atrium 
also. I believe that is a hard requirement. 

Sent from my iPhone

> On Jul 23, 2014, at 5:29 AM, John Peters  wrote:
> 
> **
> Hi,
> 
> Is it possible to just run SRM without the overhead of 
> Change/Incident/Problem etc on the system?
> 
> If I build a new server and just install SRM & Process Designer will that be 
> a vaild config?
> 
> Thanks
> 
> JP
> _ARSlist: "Where the Answers Are" and have been for 20 years_

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Re: Service Request Management Portal best practices-disabling Add to cart Button

[Christine]

Matt - Thank you for posting these very thorough instructions. This
worked like a charm! I'm still on SRM 2.2 and an upgrade is nowhere in
sight. This will prevent many misunderstandings with our users.

Christine

On Aug 17, 1:26 pm, Matthew Perrault 
wrote:
> We had the same problems with the Add ToCartfunctionality.
> Here's what we did to disable it:
> 1) Go to the Data Visualization Module form in Remedy.
> 2) Take the SRMSServiceRequestBrowser.jar file and save it to disk
> 3) Save a backup copy of it
> 4) Open it with Win Zip
> 5) Locate the files: Buttons.st and list-services.st
> 6) extract them to your desktop
> 7) in the folder that is created (resources\templates\)
> You will see 2 folders: list-services and questions
> 8) go into the folder list-services,
> 9) open the list-services.st file with notepad or word-pad
> 10) towards the bottom find the line:  class="serviceAddToCartAction" srdId="$it.id$".
> 11) change it to:  disabled="true" onclick="handleAddToCartEvent(event);">DISABLED
> *note the disabled="true" addition
> 12) Save the file
> 13) Open the file: buttons.st in the resources\templates\questions\ folder
> 14) find the lines:
> $if(draft)$
>          value="$addToCartLabel$" type="button"  class="submitbuttons"
> $else$
>          value="$addToCartLabel$" type="button"  class="submitbuttons"
>
> 15) Change it to the following:
>                 $if(draft)$
>                          value="$addToCartLabel$" type="button"  class="submitbuttons" disabled="true" 
> onClick="javascript:none();"/>
>                 $else$
>                          value="$addToCartLabel$" type="button"  class="submitbuttons" disabled="true" 
> onClick="javascript:none();"/>
>
> 16) Save the File
> 17) Re-Import the modified files with the path structure 
> (\resources\templates\list-services and \resources\templates\questions\
> otherwise the SRM Portal will error when it is opened.
> 18) save the JAR file
> 19) remove the old SRMSServiceRequestBrowser.jar file from the Data 
> Visualization Module record
> 20) re-add the modified SRMSServiceRequestBrowser.jar file to the Data 
> Visualization Module record.
> 21) Open the SRS:ServiceRequestConsole form in the Admin Tool
> 22) find and disable all the Add ToCartbuttons on that form
> 23) Clear the Cache on the Mid-Tier including the Plugin-Cache
> 24) restart the Mid-Tier
>
> At that point you should see the Buttons show up turned off, with the Label 
> "Disabled"
>
> The tricky piece is getting the files replaced with the correct path back 
> into the JAR file.
> That where we ran into issues.
> I would recommend doing it on Dev first to get the bugs figured out.
>
> HTH.
> Matt P.
>
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Re: Service Request Management Portal best practices-disabling Add to cart Button

[Ram Rudra]

If it is SRM 7.6 we will disable the add-to-cart through the configuration
not to modify the jar file at all

Got to the Application Administrator consol in Custom Configuration under
service request we will disable the add-to-cart button then add-to-cart
functionality will not work

Thanks,
Rambabu Rudra   


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Christine
Sent: Wednesday, August 18, 2010 4:12 AM
To: arslist@ARSLIST.ORG
Subject: Re: Service Request Management Portal best practices-disabling Add
to cart Button

Thanks much Matt! I'm definitely going to test this in my dev
environment. The add-to-cart button causes us many headaches.

On Aug 17, 1:26 pm, Matthew Perrault 
wrote:
> We had the same problems with the Add To Cart functionality.
> Here's what we did to disable it:
> 1) Go to the Data Visualization Module form in Remedy.
> 2) Take the SRMSServiceRequestBrowser.jar file and save it to disk
> 3) Save a backup copy of it
> 4) Open it with Win Zip
> 5) Locate the files: Buttons.st and list-services.st
> 6) extract them to your desktop
> 7) in the folder that is created (resources\templates\)
> You will see 2 folders: list-services and questions
> 8) go into the folder list-services,
> 9) open the list-services.st file with notepad or word-pad
> 10) towards the bottom find the line:  11) change it to: DISABLED
> *note the disabled="true" addition
> 12) Save the file
> 13) Open the file: buttons.st in the resources\templates\questions\ folder
> 14) find the lines:
> $if(draft)$
>          $else$
>         
> 15) Change it to the following:
>                 $if(draft)$
>                         
>                 $else$
>                         
>
> 16) Save the File
> 17) Re-Import the modified files with the path structure
(\resources\templates\list-services and \resources\templates\questions\
> otherwise the SRM Portal will error when it is opened.
> 18) save the JAR file
> 19) remove the old SRMSServiceRequestBrowser.jar file from the Data
Visualization Module record
> 20) re-add the modified SRMSServiceRequestBrowser.jar file to the Data
Visualization Module record.
> 21) Open the SRS:ServiceRequestConsole form in the Admin Tool
> 22) find and disable all the Add To Cart buttons on that form
> 23) Clear the Cache on the Mid-Tier including the Plugin-Cache
> 24) restart the Mid-Tier
>
> At that point you should see the Buttons show up turned off, with the
Label "Disabled"
>
> The tricky piece is getting the files replaced with the correct path back
into the JAR file.
> That where we ran into issues.
> I would recommend doing it on Dev first to get the bugs figured out.
>
> HTH.
> Matt P.
>
>
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Re: Service Request Management Portal best practices-disabling Add to cart Button

[Christine]

Thanks much Matt! I'm definitely going to test this in my dev
environment. The add-to-cart button causes us many headaches.

On Aug 17, 1:26 pm, Matthew Perrault 
wrote:
> We had the same problems with the Add To Cart functionality.
> Here's what we did to disable it:
> 1) Go to the Data Visualization Module form in Remedy.
> 2) Take the SRMSServiceRequestBrowser.jar file and save it to disk
> 3) Save a backup copy of it
> 4) Open it with Win Zip
> 5) Locate the files: Buttons.st and list-services.st
> 6) extract them to your desktop
> 7) in the folder that is created (resources\templates\)
> You will see 2 folders: list-services and questions
> 8) go into the folder list-services,
> 9) open the list-services.st file with notepad or word-pad
> 10) towards the bottom find the line:  class="serviceAddToCartAction" srdId="$it.id$".
> 11) change it to:  disabled="true" onclick="handleAddToCartEvent(event);">DISABLED
> *note the disabled="true" addition
> 12) Save the file
> 13) Open the file: buttons.st in the resources\templates\questions\ folder
> 14) find the lines:
> $if(draft)$
>          value="$addToCartLabel$" type="button"  class="submitbuttons"
> $else$
>          value="$addToCartLabel$" type="button"  class="submitbuttons"
>
> 15) Change it to the following:
>                 $if(draft)$
>                          value="$addToCartLabel$" type="button"  class="submitbuttons" disabled="true" 
> onClick="javascript:none();"/>
>                 $else$
>                          value="$addToCartLabel$" type="button"  class="submitbuttons" disabled="true" 
> onClick="javascript:none();"/>
>
> 16) Save the File
> 17) Re-Import the modified files with the path structure 
> (\resources\templates\list-services and \resources\templates\questions\
> otherwise the SRM Portal will error when it is opened.
> 18) save the JAR file
> 19) remove the old SRMSServiceRequestBrowser.jar file from the Data 
> Visualization Module record
> 20) re-add the modified SRMSServiceRequestBrowser.jar file to the Data 
> Visualization Module record.
> 21) Open the SRS:ServiceRequestConsole form in the Admin Tool
> 22) find and disable all the Add To Cart buttons on that form
> 23) Clear the Cache on the Mid-Tier including the Plugin-Cache
> 24) restart the Mid-Tier
>
> At that point you should see the Buttons show up turned off, with the Label 
> "Disabled"
>
> The tricky piece is getting the files replaced with the correct path back 
> into the JAR file.
> That where we ran into issues.
> I would recommend doing it on Dev first to get the bugs figured out.
>
> HTH.
> Matt P.
>
> ___­
> UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org
> attend wwrug10www.wwrug.comARSlist: "Where the Answers Are"

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Re: Service Request Management Portal best practices-disabling Add to cart Button

[Matthew Perrault]

We had the same problems with the Add To Cart functionality.
Here's what we did to disable it:
1) Go to the Data Visualization Module form in Remedy.
2) Take the SRMSServiceRequestBrowser.jar file and save it to disk
3) Save a backup copy of it
4) Open it with Win Zip
5) Locate the files: Buttons.st and list-services.st
6) extract them to your desktop
7) in the folder that is created (resources\templates\)
You will see 2 folders: list-services and questions
8) go into the folder list-services,
9) open the list-services.st file with notepad or word-pad
10) towards the bottom find the line: DISABLED
*note the disabled="true" addition
12) Save the file
13) Open the file: buttons.st in the resources\templates\questions\ folder
14) find the lines: 
$if(draft)$

$else$


16) Save the File
17) Re-Import the modified files with the path structure 
(\resources\templates\list-services and \resources\templates\questions\ 
otherwise the SRM Portal will error when it is opened.
18) save the JAR file
19) remove the old SRMSServiceRequestBrowser.jar file from the Data 
Visualization Module record
20) re-add the modified SRMSServiceRequestBrowser.jar file to the Data 
Visualization Module record.
21) Open the SRS:ServiceRequestConsole form in the Admin Tool
22) find and disable all the Add To Cart buttons on that form
23) Clear the Cache on the Mid-Tier including the Plugin-Cache
24) restart the Mid-Tier

At that point you should see the Buttons show up turned off, with the Label 
"Disabled"

The tricky piece is getting the files replaced with the correct path back into 
the JAR file.
That where we ran into issues.
I would recommend doing it on Dev first to get the bugs figured out.

HTH.
Matt P.

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Re: Service Request Management Portal best practices

[Christine]

Vianna,

You are not alone. Our users find SRM has too many layers to get to
the 'submit' stage on a request. The old Requestor Console, though not
as powerful, had a cleaner user-interface. We user SRM 2.2 P004. The
inability to really hide buttons is an issue - our users 'add to cart'
and 'save as draft' thinking they have submitted an SR. Our training
included warning to not do so, but employees come and go and training
does not happen. The step-by-step doc I created also states to not use
those choices. But you know... people rarely read.

No answer, just confirming your experience,
Christine

On Aug 17, 6:32 am, Vianna Vianna  wrote:
> Thanks for the response Shawn.
>
> The complaints I've received from our end users are generally surrounding 
> navigation around the site, and yes, the number of choices they need to 
> select from. It's basically not very intuitive and user friendly. Even I find 
> it cumbersome trying to submit a ticket from SRM in our environment. I just 
> thought somebody might have gone through the same thing and perhaps had some 
> tips or screenshots they could share. I agree that training is a big 
> requirement but we'd like to start with a fresh look first.  I'll check out 
> the BMC Remedy Help site though as that seems like a good start. Thanks for 
> that!
>
> Vianna
>
> Date: Mon, 16 Aug 2010 15:21:19 -0500
> From: shawn.pier...@sug.com
> Subject: Re: Service Request Management Portal best practices
> To: arsl...@arslist.org
>
> **
>
> SRM 7.6 doesn’t seem like some huge change from the SRM Console point of 
> view.  We’ve had bad feedback for SRM’s categories and such as well, but 
> nobody can really put their finger on why.  One thing that I do know that I 
> thought was cool was how BMC’s internal “Remedy Help” type of site looks like 
> it’s just a basic HTML page with some nice formatting and four big links for 
> users to click on.  In terms of SRM, one link appears to go to an Incident 
> submission form, the other seems to go to the SRM console for requesting a 
> service.  Something like that may get past some of the psychological issues 
> of dealing with all the categories.
>
> Out of curiosity, can you share with us what some of the complaints your 
> users have with SRM are?  My users are overwhelmed by the amount of choices 
> that can be displayed.  I don’t want to insult them because there are some 
> really good, intelligent people working here, but a lot of them are older and 
> are intimidated by too many options or fields to fill out and are more used 
> to talking things through with human beings rather than having a standard 
> form.  Issues like that won’t be necessarily solved by improving your SRM 
> forms, but actually require you to reach out to your users for more training 
> and to build confidence in their technical abilities.
>
> Thanks,
>
> Shawn Pierson
> Remedy Developer | Southern Union
>
> From: Action Request System discussion list(ARSList) 
> [mailto:arsl...@arslist.org] On Behalf Of Vianna Vianna
> Sent: Monday, August 16, 2010 2:40 PM
> To: arsl...@arslist.org
> Subject: Service Request Management Portal best practices
>
> **
> Hi all
> We are beginning the process of revamping our Service Request Management 
> system (version 2.2), and was wondering if anybody has come across any 
> material / documentation on SRM best practices? We are looking to improve the 
> interface for the end user. Currently we've had some negative feedback and 
> most people are preferring to contact the service desk directly rather then 
> submitting their own requests via SRM.
>
> Any documentation, info, or direction would be most appreciated!
>
> Thanks
> Vianna
> _attend WWRUG10www.wwrug.comARSlist: "Where the Answers Are"_ Private and 
> confidential as detailed here. If you cannot access hyperlink, please e-mail 
> sender. _attend WWRUG10www.wwrug.comARSlist: "Where the Answers Are"_         
>                            
> ___­
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> attend wwrug10www.wwrug.comARSlist: "Where the Answers Are"

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Re: Service Request Management Portal best practices

[Vianna Vianna]

Thanks for the response Shawn. 

The complaints I've received from our end users are generally surrounding 
navigation around the site, and yes, the number of choices they need to select 
from. It's basically not very intuitive and user friendly. Even I find it 
cumbersome trying to submit a ticket from SRM in our environment. I just 
thought somebody might have gone through the same thing and perhaps had some 
tips or screenshots they could share. I agree that training is a big 
requirement but we'd like to start with a fresh look first.  I'll check out the 
BMC Remedy Help site though as that seems like a good start. Thanks for that!

 

Vianna

 


Date: Mon, 16 Aug 2010 15:21:19 -0500
From: shawn.pier...@sug.com
Subject: Re: Service Request Management Portal best practices
To: arslist@ARSLIST.ORG

** 




SRM 7.6 doesn’t seem like some huge change from the SRM Console point of view.  
We’ve had bad feedback for SRM’s categories and such as well, but nobody can 
really put their finger on why.  One thing that I do know that I thought was 
cool was how BMC’s internal “Remedy Help” type of site looks like it’s just a 
basic HTML page with some nice formatting and four big links for users to click 
on.  In terms of SRM, one link appears to go to an Incident submission form, 
the other seems to go to the SRM console for requesting a service.  Something 
like that may get past some of the psychological issues of dealing with all the 
categories.
 
Out of curiosity, can you share with us what some of the complaints your users 
have with SRM are?  My users are overwhelmed by the amount of choices that can 
be displayed.  I don’t want to insult them because there are some really good, 
intelligent people working here, but a lot of them are older and are 
intimidated by too many options or fields to fill out and are more used to 
talking things through with human beings rather than having a standard form.  
Issues like that won’t be necessarily solved by improving your SRM forms, but 
actually require you to reach out to your users for more training and to build 
confidence in their technical abilities.
 
Thanks,
 
Shawn Pierson 
Remedy Developer | Southern Union
 

From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Vianna Vianna
Sent: Monday, August 16, 2010 2:40 PM
To: arslist@ARSLIST.ORG
Subject: Service Request Management Portal best practices
 
** 
Hi all
We are beginning the process of revamping our Service Request Management system 
(version 2.2), and was wondering if anybody has come across any material / 
documentation on SRM best practices? We are looking to improve the interface 
for the end user. Currently we've had some negative feedback and most people 
are preferring to contact the service desk directly rather then submitting 
their own requests via SRM. 
 
Any documentation, info, or direction would be most appreciated!
 
Thanks
Vianna
_attend WWRUG10 www.wwrug.com ARSlist: "Where the Answers Are"_ Private and 
confidential as detailed here. If you cannot access hyperlink, please e-mail 
sender. _attend WWRUG10 www.wwrug.com ARSlist: "Where the Answers Are"_ 
 
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Re: Service Request Management Portal best practices

[Pierson, Shawn]

SRM 7.6 doesn't seem like some huge change from the SRM Console point of view.  
We've had bad feedback for SRM's categories and such as well, but nobody can 
really put their finger on why.  One thing that I do know that I thought was 
cool was how BMC's internal "Remedy Help" type of site looks like it's just a 
basic HTML page with some nice formatting and four big links for users to click 
on.  In terms of SRM, one link appears to go to an Incident submission form, 
the other seems to go to the SRM console for requesting a service.  Something 
like that may get past some of the psychological issues of dealing with all the 
categories.

Out of curiosity, can you share with us what some of the complaints your users 
have with SRM are?  My users are overwhelmed by the amount of choices that can 
be displayed.  I don't want to insult them because there are some really good, 
intelligent people working here, but a lot of them are older and are 
intimidated by too many options or fields to fill out and are more used to 
talking things through with human beings rather than having a standard form.  
Issues like that won't be necessarily solved by improving your SRM forms, but 
actually require you to reach out to your users for more training and to build 
confidence in their technical abilities.

Thanks,

Shawn Pierson
Remedy Developer | Southern Union

From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Vianna Vianna
Sent: Monday, August 16, 2010 2:40 PM
To: arslist@ARSLIST.ORG
Subject: Service Request Management Portal best practices

**
Hi all
We are beginning the process of revamping our Service Request Management system 
(version 2.2), and was wondering if anybody has come across any material / 
documentation on SRM best practices? We are looking to improve the interface 
for the end user. Currently we've had some negative feedback and most people 
are preferring to contact the service desk directly rather then submitting 
their own requests via SRM.

Any documentation, info, or direction would be most appreciated!

Thanks
Vianna
_attend WWRUG10 www.wwrug.com ARSlist: "Where the Answers Are"_

Private and confidential as detailed here: 
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Re: Service Request Management Portal best practices

[adrian conway]

Best thing to do is bring in a human factors expert.  They are trained in
interface standards.

On Aug 16, 2010 2:52 PM, "remedy lee"  wrote:

I wouldn't mind this too.

We are on SRM 2.1 and our users also complain.
the SRM user interface is not that friendly and the performance isn't
that great either.

I'm willing to bet the response will be "Upgrade to SRM 7.6"





On Aug 16, 3:40 pm, Vianna Vianna  wrote:
> Hi all
>
> We are beginning t...
>
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Re: Service Request Management Portal best practices

[remedy lee]

I wouldn't mind this too.

We are on SRM 2.1 and our users also complain.
the SRM user interface is not that friendly and the performance isn't
that great either.

I'm willing to bet the response will be "Upgrade to SRM 7.6"




On Aug 16, 3:40 pm, Vianna Vianna  wrote:
> Hi all
>
> We are beginning the process of revamping our Service Request Management 
> system (version 2.2), and was wondering if anybody has come across any 
> material / documentation on SRM best practices? We are looking to improve the 
> interface for the end user. Currently we've had some negative feedback and 
> most people are preferring to contact the service desk directly rather then 
> submitting their own requests via SRM.
>
> Any documentation, info, or direction would be most appreciated!
>
> Thanks
>
> Vianna
>
> ___ 
> 
> UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org
> attend wwrug10www.wwrug.comARSlist: "Where the Answers Are"

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Re: Service Request Management

[Brock, Anne]

FYi, I did play around with using the Purchase Request form as an Advanced 
Interface form. Pretty easy to bring it up. But I never developed the logic to 
save it as a PR in the back end... just displayed it.

Anne Brock
Principal SC, BMC


From: Action Request System discussion list(ARSList) [arsl...@arslist.org] On 
Behalf Of Jiri Pospisil [jiri.pospi...@lchclearnet.com]
Sent: Wednesday, May 20, 2009 8:39 AM
To: arslist@ARSLIST.ORG
Subject: Re: Service Request Management


++

Please Read The Disclaimer At The Bottom Of This Email

++


You will need to develop the code in the Asset/Purchasing module that will 
interpret and generate events defined by the SRM module.
For examples look at forms SRM:SampleAppInstance and SRM:SampleAppTemplate
Then you will have to register the application and define mappings, then you 
will be able to create AOTs ..


From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of oracle...@aol.com
Sent: 20 May 2009 16:06
To: arslist@ARSLIST.ORG
Subject: Re: Service Request Management

**

Hi,

When I go to build the integration between SRM and Purchasing, I created a 
Navigational Category, and I tried to create an  AOT, however within the "App 
Registry Name*" field - "Purchasing" is not an option, nor is Asset Management. 
 How do I register Purchasing?

Should I be using Work Orders or creating task templates to build the 
integration to open Purchasing from the SRM Module?  I have been reading the 
documentation and I am not finding how to do this.  I was trying to see in the 
documentation what the SYS:Form Field Selection does - it looks like it maps 
data.

In a message dated 5/20/2009 3:54:54 A.M. Central Daylight Time, 
jiri.pospi...@lchclearnet.com writes:
**

++

Please Read The Disclaimer At The Bottom Of This Email

++


Hi,

There is not “out of the box” integration between SRM and Purchasing. You will 
have to build it yourself.
Change can be generated at the end of the PO fulfilment to manage installation 
of the purchased “thing”.

Regards
Jiri Pospisil

IT Services
LCH.Clearnet

From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of oracle...@aol.com
Sent: 19 May 2009 22:09
To: arslist@ARSLIST.ORG
Subject: Service Request Management

**
Hello,

I am totally new to SRM - so here goes

Can I use SRM to open Asset Management Purchase Requisitions.  As I am looking 
in the Custom Configurations, I see Incident/Change Management integration, but 
not Asset Management.  I do understand SRDs, and AOTs.  Am I supposed build a 
customization to open up the Purchase Requisitions?t.  Also, are we supposed to 
generate a Change Request for each Purchase Requisition?  Because I do see 
mappings from Change to SRM.




An Excellent Credit Score is 750. See Yours in Just 2 Easy 
Steps!<http://pr.atwola.com/promoclk/100126575x1221823248x1201398651/aol?redir=http://www.freecreditreport.com/pm/default.aspx?sc=668072%26hmpgID=62%26bcd=MayExcfooter51609NO62>
_Platinum Sponsor: rmisoluti...@verizon.net ARSlist: "Where the Answers Are"_

*



This email is intended for the named recipient(s) only. Its contents are 
confidential and may only be retained by the named recipient(s) and may only be 
copied or disclosed with the consent of LCH.Clearnet Limited. If you are not an 
intended recipient please delete this e-mail and notify 
postmas...@lchclearnet.com.



The contents of this email are subject to contract in all cases, and 
LCH.Clearnet Limited makes no contractual commitment save where confirmed by 
hard copy. LCH.Clearnet Limited accepts no liability, including liability for 
negligence, in respect of any statement in this email.



LCH.Clearnet Limited, Registered Office: Aldgate House, 33 Aldgate High Street, 
London EC3N 1EA. Recognised as a Clearing House under the Financial Services & 
Markets Act 2000. Reg in England No.25932

Telephone: +44 20 7426 7000 Internet: http://www.lchclearnet.com



*


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__

Re: Service Request Management

[Oracle4Me]

Thank you! Much appreciated.  That's what I needed to know.


In a message dated 5/20/2009 10:39:42 A.M. Central Daylight Time,
jiri.pospi...@lchclearnet.com writes:

++
Please Read The  Disclaimer At The Bottom Of This Email
++

You will need  to develop the code in the Asset/Purchasing module that will
interpret and  generate events defined by the SRM module.
For examples  look at forms SRM:SampleAppInstance and
SRM:SampleAppTemplate
Then you will  have to register the application and define mappings, then
you will be able to  create AOTs ..

From: Action  Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On  Behalf Of oracle...@aol.com
Sent: 20 May 2009  16:06
To: arslist@ARSLIST.ORG
Subject: Re: Service Request  Management
**



Hi,



When  I go to build the integration between SRM and Purchasing, I created a
 Navigational Category, and I tried to create an  AOT, however within the
"App Registry Name*" field -  "Purchasing" is not an option, nor is Asset
Management.  How do I  register Purchasing?



Should  I be using Work Orders or creating task templates to build the
integration to open Purchasing from the SRM Module?  I have been reading  the
documentation and I am not finding how to do this.  I was trying to  see in
the documentation what the SYS:Form Field Selection does - it looks  like it
maps data.




In a  message dated 5/20/2009 3:54:54 A.M. Central Daylight Time,
jiri.pospi...@lchclearnet.com writes:

**
++
Please  Read The Disclaimer At The Bottom Of This Email
++
Hi,
There is  not “out of the box” integration between SRM and Purchasing. You
will have  to build it yourself.
Change can  be generated at the end of the PO fulfilment to manage
installation of the  purchased “thing”.
Regards
Jiri  Pospisil
IT Services
LCH.Clearnet

From:  Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org]  On Behalf Of oracle...@aol.com
Sent: 19 May 2009  22:09
To: arslist@ARSLIST.ORG
Subject: Service Request  Management
**

Hello,



I  am totally new to SRM - so here goes



Can  I use SRM to open Asset Management Purchase Requisitions.  As I am 
looking in the Custom Configurations, I see Incident/Change Management
integration, but not Asset Management.  I do understand SRDs, and  AOTs.  Am I
supposed build a customization to open up the  Purchase Requisitions?t.  Also,
are we supposed to generate a Change  Request for each Purchase Requisition?
 Because I do see mappings from  Change to SRM.










An  Excellent Credit Score is 750. _See  Yours in Just 2 Easy Steps!_
(http://pr.atwola.com/promoclk/100126575x1221823248x1201398651/aol?redir=http://ww
w.freecreditreport.com/pm/default.aspx?sc=668072&hmpgID=62&bcd=MayExcfooter5
1609NO62)
_Platinum Sponsor: rmisoluti...@verizon.net ARSlist:  "Where the Answers
Are"_

*
This  email is intended for the named recipient(s) only. Its contents are
confidential and may only be retained by the named recipient(s) and may only
 be copied or disclosed with the consent of LCH.Clearnet Limited. If you
are  not an intended recipient please delete this e-mail and notify
postmas...@lchclearnet.com.
The  contents of this email are subject to contract in all cases, and
LCH.Clearnet Limited makes no contractual commitment save where confirmed by
hard copy. LCH.Clearnet Limited accepts no liability, including liability  for
negligence, in respect of any statement in this email.
LCH.Clearnet  Limited, Registered Office: Aldgate House, 33 Aldgate High
Street, London  EC3N 1EA. Recognised as a Clearing House under the Financial
Services &  Markets Act 2000. Reg in England No.25932
Telephone:  +44 20 7426 7000 Internet: http://www.lchclearnet.com

*
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Re: Service Request Management

[Oracle4Me]

I am not using the ARS List  to build SRD - did I ask for step by step
instructions? No.  I am asking for general information.  And I have  been to
training for other modules - and the ARList has been more helpful.   So if you
do not want to help, disregard the question.  Perhaps someone  else may be
more willing.


In a message dated 5/20/2009 10:22:12 A.M. Central Daylight Time,
rjust2...@aol.com writes:

** SRM  is a multi-level applcation and you would be better served by
getting training  than trying to use ARSList to build a specific SRD.


-Original  Message-
From: oracle...@aol.com
To: arslist@ARSLIST.ORG
Sent:  Wed, 20 May 2009 11:06 am
Subject: Re: Service Request Management

**

Hi,

When I go to build the integration between SRM and Purchasing, I created  a
Navigational Category, and I tried to create an  AOT, however within the
"App Registry Name*" field -  "Purchasing" is not an option, nor is Asset
Management.  How do I  register Purchasing?

Should I be using Work Orders or creating task templates to build  the
integration to open Purchasing from the SRM Module?  I have been  reading the
documentation and I am not finding how to do this.  I was  trying to see in
the documentation what the SYS:Form Field Selection does - it  looks like it
maps data.


In a message dated 5/20/2009 3:54:54 A.M. Central Daylight Time,
_jiri.pospi...@lchclearnet.com_ (mailto:jiri.pospi...@lchclearnet.com)   writes:

**
++
Please Read The  Disclaimer At The Bottom Of This Email
++


Hi,

There is  not “out of the box” integration between SRM and Purchasing. You
will have  to build it yourself.
Change  can be generated at the end of the PO fulfilment to manage
installation of  the purchased “thing”.

Regards
Jiri  Pospisil

IT Services
LCH.Clearnet




From:  Action Request System discussion list(ARSList)
[_mailto:arsl...@arslist.org_ (mailto:arsl...@arslist.org?) ] On  Behalf Of 
_oracle...@aol.com_
(mailto:oracle...@aol.com)
Sent: 19 May  2009 22:09
To: _arsl...@arslist.org_ (mailto:arslist@ARSLIST.ORG)
Subject:  Service Request Management


**

Hello,





I  am totally new to SRM - so here goes





Can  I use SRM to open Asset Management Purchase Requisitions.  As I am 
looking in the Custom Configurations, I see Incident/Change Management
integration, but not Asset Management.  I do understand SRDs, and  AOTs.  Am I
supposed build a customization to open up the  Purchase Requisitions?t.  Also,
are we supposed to generate a Change  Request for each Purchase Requisition?
 Because I do see mappings from  Change to SRM.












An  Excellent Credit Score is 750. _See Yours in Just 2 Easy Steps!_
(http://pr.atwola.com/promoclk/100126575x1221823248x1201398651/aol?redir=http://www
.freecreditreport.com/pm/default.aspx?sc=668072&hmpgID=62&bcd=MayExcfooter51
609NO62)

_Platinum Sponsor: _rmisoluti...@verizon.net_
(mailto:rmisoluti...@verizon.net)  ARSlist:  "Where the Answers Are"_


*


This email is  intended for the named recipient(s) only. Its contents are
confidential and  may only be retained by the named recipient(s) and may only
be copied or  disclosed with the consent of LCH.Clearnet Limited. If you
are not an  intended recipient please delete this e-mail and notify
_postmas...@lchclearnet.com_ (mailto:postmas...@lchclearnet.com) .


The contents of this  email are subject to contract in all cases, and
LCH.Clearnet Limited makes  no contractual commitment save where confirmed by
hard copy. LCH.Clearnet  Limited accepts no liability, including liability for
negligence, in respect  of any statement in this email.


LCH.Cl earnet  Limited, Registered Office: Aldgate House, 33 Aldgate High
Street, London  EC3N 1EA. Recognised as a Clearing House under the Financial
Services &  Markets Act 2000. Reg in England No.25932
Telephone: +44 20  7426 7000 Internet: _http://www.lchclearnet.com_
(http://www.lchclearnet.com/)



*

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of  laptops._
(http://pr.atwola.com/promoclk/100126575x1222399266x1201456865/aol?red

Re: Service Request Management

[Jiri Pospisil]

++
Please Read The Disclaimer At The Bottom Of This Email
++

You will need to develop the code in the Asset/Purchasing module that will 
interpret and generate events defined by the SRM module.
For examples look at forms SRM:SampleAppInstance and SRM:SampleAppTemplate
Then you will have to register the application and define mappings, then you 
will be able to create AOTs ..


From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of oracle...@aol.com
Sent: 20 May 2009 16:06
To: arslist@ARSLIST.ORG
Subject: Re: Service Request Management

**

Hi,

When I go to build the integration between SRM and Purchasing, I created a 
Navigational Category, and I tried to create an  AOT, however within the "App 
Registry Name*" field - "Purchasing" is not an option, nor is Asset Management. 
 How do I register Purchasing?

Should I be using Work Orders or creating task templates to build the 
integration to open Purchasing from the SRM Module?  I have been reading the 
documentation and I am not finding how to do this.  I was trying to see in the 
documentation what the SYS:Form Field Selection does - it looks like it maps 
data.

In a message dated 5/20/2009 3:54:54 A.M. Central Daylight Time, 
jiri.pospi...@lchclearnet.com writes:
**

++

Please Read The Disclaimer At The Bottom Of This Email

++


Hi,

There is not “out of the box” integration between SRM and Purchasing. You will 
have to build it yourself.
Change can be generated at the end of the PO fulfilment to manage installation 
of the purchased “thing”.

Regards
Jiri Pospisil

IT Services
LCH.Clearnet

From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of oracle...@aol.com
Sent: 19 May 2009 22:09
To: arslist@ARSLIST.ORG
Subject: Service Request Management

**
Hello,

I am totally new to SRM - so here goes

Can I use SRM to open Asset Management Purchase Requisitions.  As I am looking 
in the Custom Configurations, I see Incident/Change Management integration, but 
not Asset Management.  I do understand SRDs, and AOTs.  Am I supposed build a 
customization to open up the Purchase Requisitions?t.  Also, are we supposed to 
generate a Change Request for each Purchase Requisition?  Because I do see 
mappings from Change to SRM.




An Excellent Credit Score is 750. See Yours in Just 2 Easy 
Steps!<http://pr.atwola.com/promoclk/100126575x1221823248x1201398651/aol?redir=http://www.freecreditreport.com/pm/default.aspx?sc=668072%26hmpgID=62%26bcd=MayExcfooter51609NO62>
_Platinum Sponsor: rmisoluti...@verizon.net ARSlist: "Where the Answers Are"_

*



This email is intended for the named recipient(s) only. Its contents are 
confidential and may only be retained by the named recipient(s) and may only be 
copied or disclosed with the consent of LCH.Clearnet Limited. If you are not an 
intended recipient please delete this e-mail and notify 
postmas...@lchclearnet.com.



The contents of this email are subject to contract in all cases, and 
LCH.Clearnet Limited makes no contractual commitment save where confirmed by 
hard copy. LCH.Clearnet Limited accepts no liability, including liability for 
negligence, in respect of any statement in this email.



LCH.Clearnet Limited, Registered Office: Aldgate House, 33 Aldgate High Street, 
London EC3N 1EA. Recognised as a Clearing House under the Financial Services & 
Markets Act 2000. Reg in England No.25932

Telephone: +44 20 7426 7000 Internet: http://www.lchclearnet.com



*


_Platinum Sponsor: rmisoluti...@verizon.net ARSlist: "Where the Answers Are"_


Dell Inspiron 15 Laptop: Now in 6 vibrant colors! Shop Dell's full line of 
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_Platinum Sponsor: rmisoluti...@verizon.net ARSlist: "Where the Answers Are"_

Re: Service Request Management

[Roger Justice]

SRM is a multi-level applcation and you would be better served by getting 
training than trying to use ARSList to build a specific SRD.


-Original Message-
From: oracle...@aol.com
To: arslist@ARSLIST.ORG
Sent: Wed, 20 May 2009 11:06 am
Subject: Re: Service Request Management


**
 

Hi,

 

When I go to build the integration between SRM and Purchasing, I created a 
Navigational Category, and I tried to create an  AOT, however within the "App 
Registry Name*" field - "Purchasing" is not an option, nor is Asset 
Management.  How do I register Purchasing? 

 

Should I be using Work Orders or creating task templates to build the 
integration to open Purchasing from the SRM Module?  I have been reading the 
documentation and I am not finding how to do this.  I was trying to see in the 
documentation what the SYS:Form Field Selection does - it looks like it maps 
data.

 


In a message dated 5/20/2009 3:54:54 A.M. Central Daylight Time, 
jiri.pospi...@lchclearnet.com writes:

**
++

Please Read The Disclaimer At The Bottom Of This Email

++

 


Hi,

 

There is not “out of the box” integration between SRM and Purchasing. You will 
have to build it yourself.

Change can be generated at the end of the PO fulfilment to manage installation 
of the purchased “thing”.

 

Regards

Jiri Pospisil

 

IT Services
LC
H.Clearnet



 


From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of oracle...@aol.com
Sent: 19 May 2009 22:09
To: arslist@ARSLIST.ORG
Subject: Service Request Management


 

**


Hello,



 



I am totally new to SRM - so here goes



 



Can I use SRM to open Asset Management Purchase Requisitions.  As I am looking 
in the Custom Configurations, I see Incident/Change Management integration, but 
not Asset Management.  I do understand SRDs, and AOTs.  Am I supposed build a 
customization to open up the Purchase Requisitions?t.  Also, are we supposed to 
generate a Change Request for each Purchase Requisition?  Because I do see 
mappings from Change to SRM.



 



 



 



An Excellent Credit Score is 750. See Yours in Just 2 Easy Steps!


_Platinum Sponsor: rmisoluti...@verizon.net ARSlist: "Where the Answers Are"_


*



 

This email is intended for the named recipient(s) only. Its contents are 
confidential and may only be retained by the named recipient(s) and may only be 
copied or disclosed with the consent of LCH.Clearnet Limited. If you are not an 
intended recipient please delete this e-mail and notify 
postmas...@lchclearnet.com.



 

The contents of this email are subject to contract in all cases, and 
LCH.Clearnet Limited makes no contractual commitment save where confirmed by 
hard copy.
 LCH.Clearnet Limited accepts no liability, including liability for negligence, 
in respect of any statement in this email.



 

LCH.Clearnet Limited, Registered Office: Aldgate House, 33 Aldgate High Street, 
London EC3N 1EA. Recognised as a Clearing House under the Financial Services & 
Markets Act 2000. Reg in England No.25932

Telephone: +44 20 7426 7000 Internet: http://www.lchclearnet.com



 

*

 
_Platinum Sponsor: rmisoluti...@verizon.net ARSlist: "Where the Answers Are"_



Dell Inspiron 15 Laptop: Now in 6 vibrant colors! Shop Dell's full line of 
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___
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Re: Service Request Management

[Oracle4Me]

Hi,

When I go to build the integration between SRM and Purchasing, I created a
Navigational Category, and I tried to create an  AOT, however within the
"App Registry Name*" field -  "Purchasing" is not an option, nor is Asset
Management.  How do I register  Purchasing?

Should I be using Work Orders or creating task templates to build the
integration to open Purchasing from the SRM Module?  I have been reading  the
documentation and I am not finding how to do this.  I was trying to see  in
the documentation what the SYS:Form Field Selection does - it looks like it
maps data.


In a message dated 5/20/2009 3:54:54 A.M. Central Daylight Time,
jiri.pospi...@lchclearnet.com writes:

**
++
Please Read The  Disclaimer At The Bottom Of This Email
++

Hi,
There is not  “out of the box” integration between SRM and Purchasing. You
will have to  build it yourself.
Change can be  generated at the end of the PO fulfilment to manage
installation of the  purchased “thing”.
Regards
Jiri  Pospisil
IT Services
LCH.Clearnet


From: Action  Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On  Behalf Of oracle...@aol.com
Sent: 19 May 2009  22:09
To: arslist@ARSLIST.ORG
Subject: Service Request  Management
**

Hello,



I am  totally new to SRM - so here goes



Can I  use SRM to open Asset Management Purchase Requisitions.  As I am
looking  in the Custom Configurations, I see Incident/Change Management
integration,  but not Asset Management.  I do understand SRDs, and AOTs.   Am I
supposed build a customization to open up the Purchase  Requisitions?t.  Also,
are we supposed to generate a Change Request for  each Purchase Requisition?
 Because I do see mappings from Change to  SRM.








An  Excellent Credit Score is 750. _See  Yours in Just 2 Easy Steps!_
(http://pr.atwola.com/promoclk/100126575x1221823248x1201398651/aol?redir=http://ww
w.freecreditreport.com/pm/default.aspx?sc=668072&hmpgID=62&bcd=MayExcfooter5
1609NO62)
_Platinum Sponsor:  rmisoluti...@verizon.net ARSlist: "Where the Answers
Are"_

*
This email is intended  for the named recipient(s) only. Its contents are
confidential and may only be  retained by the named recipient(s) and may only
be copied or disclosed with  the consent of LCH.Clearnet Limited. If you
are not an intended recipient  please delete this e-mail and notify
postmas...@lchclearnet.com.
The contents of this  email are subject to contract in all cases, and
LCH.Clearnet Limited makes no  contractual commitment save where confirmed by
hard copy. LCH.Clearnet Limited  accepts no liability, including liability for
negligence, in respect of any  statement in this email.
LCH.Clearnet Limited,  Registered Office: Aldgate House, 33 Aldgate High
Street, London EC3N 1EA.  Recognised as a Clearing House under the Financial
Services & Markets Act  2000. Reg in England No.25932
Telephone: +44 20 7426  7000 Internet: http://www.lchclearnet.com

*
_Platinum  Sponsor: rmisoluti...@verizon.net ARSlist: "Where the Answers
Are"_

**Dell Inspiron 15 Laptop: Now in 6 vibrant colors! Shop Dell’s
full line of laptops.
(http://pr.atwola.com/promoclk/100126575x1222399266x1201456865/aol?redir=http:%2F%2Fad.doubleclick.net%2Fclk%3B215073777%3B3703434
3%3Bf)

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Re: Service Request Management

[Jiri Pospisil]

++
Please Read The Disclaimer At The Bottom Of This Email
++

Hi,

There is not "out of the box" integration between SRM and Purchasing. You will 
have to build it yourself.
Change can be generated at the end of the PO fulfilment to manage installation 
of the purchased "thing".

Regards
Jiri Pospisil

IT Services
LCH.Clearnet


From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of oracle...@aol.com
Sent: 19 May 2009 22:09
To: arslist@ARSLIST.ORG
Subject: Service Request Management

**
Hello,

I am totally new to SRM - so here goes

Can I use SRM to open Asset Management Purchase Requisitions.  As I am looking 
in the Custom Configurations, I see Incident/Change Management integration, but 
not Asset Management.  I do understand SRDs, and AOTs.  Am I supposed build a 
customization to open up the Purchase Requisitions?t.  Also, are we supposed to 
generate a Change Request for each Purchase Requisition?  Because I do see 
mappings from Change to SRM.




An Excellent Credit Score is 750. See Yours in Just 2 Easy 
Steps!
_Platinum Sponsor: rmisoluti...@verizon.net ARSlist: "Where the Answers Are"_

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Re: Service Request Management -Anybody using it?

[haeyoon . lee]

We have had it configured in development (SRM 2.0) since last June.
But it has been buggy and therefore not put into production.
We upgraded to SRM 2.1 last month and found new bugs that keep us from
rolling it out.

I agree with Donald.
It's a good product with potential.
It's a real pain to configure (why so many steps to create 1 SRD?)

We have it plugging into the incident system for technical issues and
we have service requests like installing software, etc.
We also have custom forms for new hire requests which involve a PDT
that has many AOTs within it.



On Jan 23, 7:35 pm, Christopher Smith <[EMAIL PROTECTED]> wrote:
> Is anybody using BMC Service Request Management. Was hoping to get some
> feedback on the product from people that are actually using it.
>
> Thanks,
> Chris Smith
>
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Re: Service Request Management -Anybody using it?

[Savant, [EMAIL PROTECTED]]

We're in the process of acquiring/building SRM 2.1 and so far, it's been
working pretty much as expected.  A few bugs here and there and some
questions about functional design.  Also, it's a bit cumbersome to
configure but that's because there's a lot of flexibility in the tool
that you may or may not need.  Overall, we're satisfied (ask me again
after we rollout!!!)

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Christopher Smith
Sent: Wednesday, January 23, 2008 4:36 PM
To: arslist@ARSLIST.ORG
Subject: Service Request Management -Anybody using it?

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Is anybody using BMC Service Request Management. Was hoping to get some 
feedback on the product from people that are actually using it.

Thanks,
Chris Smith


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**

Is anybody using BMC Service Request
Management. Was hoping to get some feedback on the product from people
that are actually using it.

Thanks,
Chris Smith
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