Re: SLM 7.6 - Task Management?
Totally agree with yours and Tauf's rational Companies that are more mature from a process and metrics perspective definitely need to have this kind of breakdown, otherwise you simply cannot improve the service level. Guillaume From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] on behalf of Pierson, Shawn [shawn.pier...@sug.com] Sent: Wednesday, April 27, 2011 3:48 PM To: arslist@ARSLIST.ORG Subject: Re: SLM 7.6 - Task Management? ** What you say makes sense, except that Service Level Management includes OLAs, and it would be very useful to be able to break down the internal components of the work to determine what is causing the higher level SLAs to be violated. For example if you had a specific type of Change that always ended up violating SLAs, you could check the OLAs at the Task level and see what group is causing the problem and address it that way. We have a process that involves some non-I.T. groups, one of which is notoriously slow. As a result, if we could track the OLA-level work being done on these items at the Task level, we’d be able to exclude the non-I.T. groups and only monitor the specific tasks we have control over. If we did it at the Change level, we would regularly be in violation because we have no real way to predict the amount of time that would occur. Thanks, Shawn Pierson Remedy Developer | Southern Union From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Butera, Joseph Sent: Wednesday, April 27, 2011 2:02 PM To: arslist@ARSLIST.ORG Subject: Re: SLM 7.6 - Task Management? ** Are not service level agreements made with customers or clients rather than internal support groups? Tasks can be children of incident, problem, or change requests. Of these, only incidents are concerned with service restoration within an agreed upon timeframe. I think it would be difficult to establish contractual obligations on the resolution of problems or the implementation of change requests. Given that, I doubt BMC would provide such an out of the box integration. My 2 cents, Joe Butera From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Guillaume Rheault Sent: Wednesday, April 27, 2011 2:20 PM To: arslist@ARSLIST.ORG Subject: Re: SLM 7.6 - Task Management? ** John Weigand, >From the time Tauf posted this request to the time he figured the solution, >that's 4 hours. Take out an hour for lunch, that's 3 hours. Why can't BMC just get this done quickly and incorporate task management into SLM? Is BMC so overwhelmed with red tape that this cannot be done? This is truly ridiculous... Guillaume From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] on behalf of Weigand, John [john_weig...@bmc.com] Sent: Wednesday, April 13, 2011 10:22 AM To: arslist@ARSLIST.ORG Subject: Re: SLM 7.6 - Task Management? ** Tauf, SLM does not have an out-of-the-box integration to Task Management at this time. You will have to treat it as a custom data source. You should submit an RFE to ask for this integration. -John From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Chowdhury, Tauf Sent: Wednesday, April 13, 2011 9:10 AM To: arslist@ARSLIST.ORG Subject: SLM 7.6 - Task Management? ** All, I’m venturing into SLM territory and have one question right away. I see no choices out of the box to monitor the Task Management system. So for example, Tasks related to incidents or tasks related to changes/problems. Does this have to be added to SLM as a custom data source? Tauf Chowdhury | Forest Laboratories, Inc. Analyst, Service Management Informatics-Infrastructure Office: 631.858.7765 Mobile:646.483.2779 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. _attend WWRUG11 www.wwrug.com<http://www.wwrug.com> ARSlist: "Where the Answers Are"_ _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_ _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_ _attend WWRUG11 www.wwrug.com ARSlist: "Wher
Re: SLM 7.6 - Task Management?
What you say makes sense, except that Service Level Management includes OLAs, and it would be very useful to be able to break down the internal components of the work to determine what is causing the higher level SLAs to be violated. For example if you had a specific type of Change that always ended up violating SLAs, you could check the OLAs at the Task level and see what group is causing the problem and address it that way. We have a process that involves some non-I.T. groups, one of which is notoriously slow. As a result, if we could track the OLA-level work being done on these items at the Task level, we'd be able to exclude the non-I.T. groups and only monitor the specific tasks we have control over. If we did it at the Change level, we would regularly be in violation because we have no real way to predict the amount of time that would occur. Thanks, Shawn Pierson Remedy Developer | Southern Union From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Butera, Joseph Sent: Wednesday, April 27, 2011 2:02 PM To: arslist@ARSLIST.ORG Subject: Re: SLM 7.6 - Task Management? ** Are not service level agreements made with customers or clients rather than internal support groups? Tasks can be children of incident, problem, or change requests. Of these, only incidents are concerned with service restoration within an agreed upon timeframe. I think it would be difficult to establish contractual obligations on the resolution of problems or the implementation of change requests. Given that, I doubt BMC would provide such an out of the box integration. My 2 cents, Joe Butera From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Guillaume Rheault Sent: Wednesday, April 27, 2011 2:20 PM To: arslist@ARSLIST.ORG Subject: Re: SLM 7.6 - Task Management? ** John Weigand, >From the time Tauf posted this request to the time he figured the solution, >that's 4 hours. Take out an hour for lunch, that's 3 hours. Why can't BMC just get this done quickly and incorporate task management into SLM? Is BMC so overwhelmed with red tape that this cannot be done? This is truly ridiculous... Guillaume From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] on behalf of Weigand, John [john_weig...@bmc.com] Sent: Wednesday, April 13, 2011 10:22 AM To: arslist@ARSLIST.ORG Subject: Re: SLM 7.6 - Task Management? ** Tauf, SLM does not have an out-of-the-box integration to Task Management at this time. You will have to treat it as a custom data source. You should submit an RFE to ask for this integration. -John From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Chowdhury, Tauf Sent: Wednesday, April 13, 2011 9:10 AM To: arslist@ARSLIST.ORG Subject: SLM 7.6 - Task Management? ** All, I'm venturing into SLM territory and have one question right away. I see no choices out of the box to monitor the Task Management system. So for example, Tasks related to incidents or tasks related to changes/problems. Does this have to be added to SLM as a custom data source? Tauf Chowdhury | Forest Laboratories, Inc. Analyst, Service Management Informatics-Infrastructure Office: 631.858.7765 Mobile:646.483.2779 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. _attend WWRUG11 www.wwrug.com<http://www.wwrug.com> ARSlist: "Where the Answers Are"_ _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_ _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_ _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_ Private and confidential as detailed here: http://www.sug.com/disclaimers/default.htm#Mail . If you cannot access the link, please e-mail sender. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are"
Re: SLM 7.6 - Task Management?
What about OLA's and Underpinning contracts with MSP's or internal support teams? THAT is where you need the integration Tauf Chowdhury | Forest Laboratories, Inc. Analyst, Service Management Mobile:646.483.2779 From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Butera, Joseph Sent: Wednesday, April 27, 2011 3:02 PM To: arslist@ARSLIST.ORG Subject: Re: SLM 7.6 - Task Management? Are not service level agreements made with customers or clients rather than internal support groups? Tasks can be children of incident, problem, or change requests. Of these, only incidents are concerned with service restoration within an agreed upon timeframe. I think it would be difficult to establish contractual obligations on the resolution of problems or the implementation of change requests. Given that, I doubt BMC would provide such an out of the box integration. My 2 cents, Joe Butera From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Guillaume Rheault Sent: Wednesday, April 27, 2011 2:20 PM To: arslist@ARSLIST.ORG Subject: Re: SLM 7.6 - Task Management? ** John Weigand, >From the time Tauf posted this request to the time he figured the solution, that's 4 hours. Take out an hour for lunch, that's 3 hours. Why can't BMC just get this done quickly and incorporate task management into SLM? Is BMC so overwhelmed with red tape that this cannot be done? This is truly ridiculous... Guillaume From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] on behalf of Weigand, John [john_weig...@bmc.com] Sent: Wednesday, April 13, 2011 10:22 AM To: arslist@ARSLIST.ORG Subject: Re: SLM 7.6 - Task Management? ** Tauf, SLM does not have an out-of-the-box integration to Task Management at this time. You will have to treat it as a custom data source. You should submit an RFE to ask for this integration. -John From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Chowdhury, Tauf Sent: Wednesday, April 13, 2011 9:10 AM To: arslist@ARSLIST.ORG Subject: SLM 7.6 - Task Management? ** All, I'm venturing into SLM territory and have one question right away. I see no choices out of the box to monitor the Task Management system. So for example, Tasks related to incidents or tasks related to changes/problems. Does this have to be added to SLM as a custom data source? Tauf Chowdhury | Forest Laboratories, Inc. Analyst, Service Management Informatics-Infrastructure Office: 631.858.7765 Mobile:646.483.2779 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. _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_ _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_ _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_ _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: SLM 7.6 - Task Management?
Are not service level agreements made with customers or clients rather than internal support groups? Tasks can be children of incident, problem, or change requests. Of these, only incidents are concerned with service restoration within an agreed upon timeframe. I think it would be difficult to establish contractual obligations on the resolution of problems or the implementation of change requests. Given that, I doubt BMC would provide such an out of the box integration. My 2 cents, Joe Butera From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Guillaume Rheault Sent: Wednesday, April 27, 2011 2:20 PM To: arslist@ARSLIST.ORG Subject: Re: SLM 7.6 - Task Management? ** John Weigand, >From the time Tauf posted this request to the time he figured the solution, that's 4 hours. Take out an hour for lunch, that's 3 hours. Why can't BMC just get this done quickly and incorporate task management into SLM? Is BMC so overwhelmed with red tape that this cannot be done? This is truly ridiculous... Guillaume From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] on behalf of Weigand, John [john_weig...@bmc.com] Sent: Wednesday, April 13, 2011 10:22 AM To: arslist@ARSLIST.ORG Subject: Re: SLM 7.6 - Task Management? ** Tauf, SLM does not have an out-of-the-box integration to Task Management at this time. You will have to treat it as a custom data source. You should submit an RFE to ask for this integration. -John From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Chowdhury, Tauf Sent: Wednesday, April 13, 2011 9:10 AM To: arslist@ARSLIST.ORG Subject: SLM 7.6 - Task Management? ** All, I'm venturing into SLM territory and have one question right away. I see no choices out of the box to monitor the Task Management system. So for example, Tasks related to incidents or tasks related to changes/problems. Does this have to be added to SLM as a custom data source? Tauf Chowdhury | Forest Laboratories, Inc. Analyst, Service Management Informatics-Infrastructure Office: 631.858.7765 Mobile:646.483.2779 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. _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_ _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: SLM 7.6 - Task Management?
John Weigand, >From the time Tauf posted this request to the time he figured the solution, >that's 4 hours. Take out an hour for lunch, that's 3 hours. Why can't BMC just get this done quickly and incorporate task management into SLM? Is BMC so overwhelmed with red tape that this cannot be done? This is truly ridiculous... Guillaume From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] on behalf of Weigand, John [john_weig...@bmc.com] Sent: Wednesday, April 13, 2011 10:22 AM To: arslist@ARSLIST.ORG Subject: Re: SLM 7.6 - Task Management? ** Tauf, SLM does not have an out-of-the-box integration to Task Management at this time. You will have to treat it as a custom data source. You should submit an RFE to ask for this integration. -John From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Chowdhury, Tauf Sent: Wednesday, April 13, 2011 9:10 AM To: arslist@ARSLIST.ORG Subject: SLM 7.6 - Task Management? ** All, I’m venturing into SLM territory and have one question right away. I see no choices out of the box to monitor the Task Management system. So for example, Tasks related to incidents or tasks related to changes/problems. Does this have to be added to SLM as a custom data source? Tauf Chowdhury | Forest Laboratories, Inc. Analyst, Service Management Informatics-Infrastructure Office: 631.858.7765 Mobile:646.483.2779 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. _attend WWRUG11 www.wwrug.com<http://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"
AW: SLM 7.6 - Task Management?
Tauf, I just implemented the same in SLM 7.6.04 and we are also able to create measurement records. But as already mentioned, you would need to create Reports against this data. HTH, Mario -Ursprüngliche Nachricht- Von: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] Im Auftrag von Charles Baldi Gesendet: Freitag, 15. April 2011 03:35 An: arslist@ARSLIST.ORG Betreff: Re: SLM 7.6 - Task Management? I did this integration in ITSM 7.1 and the steps were the same. As I recall it worked fine and we could create SLAs and targets. The SLM qual builder is simplistic so you would need to make a new one if you added many custom fields that you wanted to track. Also, there is no Task SLM tab like you find on Incident that shows the current compliance. You could probably hack together one using Incident's as a model but we never got that far. Mostly you gain the ability to write reports against the data. Regards, Chuck Baldi On Wed, Apr 13, 2011 at 2:22 PM, Chowdhury, Tauf wrote: > ** > > All, > > This is the response I got. Does this make sense to you SLM vets? > > > > Problem > > Is there a way to incorporate SLM with Task Management? > > > > Solution > > Yes, this is possible. Perform the following steps: > > > > 1. Go to the Application Administator Console//Custom Configuration Tab, and > click on Service Level Management//Configure Application Settings//Data > Sources. > > 2. Select the form Task Management. Be sure to specify the field that holds > the unique identifier (Instance Id or Request Id) 3. Customers may want to > add the SLM tables to a tab. You can bring it in from HelpDesk or our sample > form SLM:ServiceRequest. > > 4. Configure a Goal Type from the Administator Console at SLM//Configure > Application Settings//Goal Types 5. The HelpDesk integration has its own > qualbuilder but for the Task, the SLM qualbuilder will suffice. > > > > > > Tauf Chowdhury | Forest Laboratories, Inc. > > Analyst, Service Management > > Mobile:646.483.2779 > > > > > > From: Action Request System discussion list(ARSList) > [mailto:arslist@ARSLIST.ORG] On Behalf Of Weigand, John > Sent: Wednesday, April 13, 2011 10:23 AM > To: arslist@ARSLIST.ORG > Subject: Re: SLM 7.6 - Task Management? > > > > Tauf, > > > > SLM does not have an out-of-the-box integration to Task Management at this > time. You will have to treat it as a custom data source. > > > > You should submit an RFE to ask for this integration. > > > > -John > > > > From: Action Request System discussion list(ARSList) > [mailto:arslist@ARSLIST.ORG] On Behalf Of Chowdhury, Tauf > Sent: Wednesday, April 13, 2011 9:10 AM > To: arslist@ARSLIST.ORG > Subject: SLM 7.6 - Task Management? > > > > ** > > All, > > I'm venturing into SLM territory and have one question right away. > > I see no choices out of the box to monitor the Task Management system. So > for example, Tasks related to incidents or tasks related to > changes/problems. Does this have to be added to SLM as a custom data source? > > > > Tauf Chowdhury | Forest Laboratories, Inc. > > Analyst, Service Management > > Informatics-Infrastructure > > Office: 631.858.7765 > > Mobile:646.483.2779 > > > > > > > > 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. > > _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 deliv
Re: SLM 7.6 - Task Management?
I did this integration in ITSM 7.1 and the steps were the same. As I recall it worked fine and we could create SLAs and targets. The SLM qual builder is simplistic so you would need to make a new one if you added many custom fields that you wanted to track. Also, there is no Task SLM tab like you find on Incident that shows the current compliance. You could probably hack together one using Incident's as a model but we never got that far. Mostly you gain the ability to write reports against the data. Regards, Chuck Baldi On Wed, Apr 13, 2011 at 2:22 PM, Chowdhury, Tauf wrote: > ** > > All, > > This is the response I got. Does this make sense to you SLM vets? > > > > Problem > > Is there a way to incorporate SLM with Task Management? > > > > Solution > > Yes, this is possible. Perform the following steps: > > > > 1. Go to the Application Administator Console//Custom Configuration Tab, and > click on Service Level Management//Configure Application Settings//Data > Sources. > > 2. Select the form Task Management. Be sure to specify the field that holds > the unique identifier (Instance Id or Request Id) 3. Customers may want to > add the SLM tables to a tab. You can bring it in from HelpDesk or our sample > form SLM:ServiceRequest. > > 4. Configure a Goal Type from the Administator Console at SLM//Configure > Application Settings//Goal Types 5. The HelpDesk integration has its own > qualbuilder but for the Task, the SLM qualbuilder will suffice. > > > > > > Tauf Chowdhury | Forest Laboratories, Inc. > > Analyst, Service Management > > Mobile:646.483.2779 > > > > > > From: Action Request System discussion list(ARSList) > [mailto:arslist@ARSLIST.ORG] On Behalf Of Weigand, John > Sent: Wednesday, April 13, 2011 10:23 AM > To: arslist@ARSLIST.ORG > Subject: Re: SLM 7.6 - Task Management? > > > > Tauf, > > > > SLM does not have an out-of-the-box integration to Task Management at this > time. You will have to treat it as a custom data source. > > > > You should submit an RFE to ask for this integration. > > > > -John > > > > From: Action Request System discussion list(ARSList) > [mailto:arslist@ARSLIST.ORG] On Behalf Of Chowdhury, Tauf > Sent: Wednesday, April 13, 2011 9:10 AM > To: arslist@ARSLIST.ORG > Subject: SLM 7.6 - Task Management? > > > > ** > > All, > > I’m venturing into SLM territory and have one question right away. > > I see no choices out of the box to monitor the Task Management system. So > for example, Tasks related to incidents or tasks related to > changes/problems. Does this have to be added to SLM as a custom data source? > > > > Tauf Chowdhury | Forest Laboratories, Inc. > > Analyst, Service Management > > Informatics-Infrastructure > > Office: 631.858.7765 > > Mobile:646.483.2779 > > > > > > > > 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. > > _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. > _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: SLM 7.6 - Task Management?
All, This is the response I got. Does this make sense to you SLM vets? Problem Is there a way to incorporate SLM with Task Management? Solution Yes, this is possible. Perform the following steps: 1. Go to the Application Administator Console//Custom Configuration Tab, and click on Service Level Management//Configure Application Settings//Data Sources. 2. Select the form Task Management. Be sure to specify the field that holds the unique identifier (Instance Id or Request Id) 3. Customers may want to add the SLM tables to a tab. You can bring it in from HelpDesk or our sample form SLM:ServiceRequest. 4. Configure a Goal Type from the Administator Console at SLM//Configure Application Settings//Goal Types 5. The HelpDesk integration has its own qualbuilder but for the Task, the SLM qualbuilder will suffice. Tauf Chowdhury | Forest Laboratories, Inc. Analyst, Service Management Mobile:646.483.2779 From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Weigand, John Sent: Wednesday, April 13, 2011 10:23 AM To: arslist@ARSLIST.ORG Subject: Re: SLM 7.6 - Task Management? Tauf, SLM does not have an out-of-the-box integration to Task Management at this time. You will have to treat it as a custom data source. You should submit an RFE to ask for this integration. -John From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Chowdhury, Tauf Sent: Wednesday, April 13, 2011 9:10 AM To: arslist@ARSLIST.ORG Subject: SLM 7.6 - Task Management? ** All, I'm venturing into SLM territory and have one question right away. I see no choices out of the box to monitor the Task Management system. So for example, Tasks related to incidents or tasks related to changes/problems. Does this have to be added to SLM as a custom data source? Tauf Chowdhury | Forest Laboratories, Inc. Analyst, Service Management Informatics-Infrastructure Office: 631.858.7765 Mobile:646.483.2779 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. _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_ _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: SLM 7.6 - Task Management?
Want real fun? Write an SLM notification that uses part of the Work Log
for updates...
William Rentfrow
Principal Consultant, StrataCom Inc.
wrentf...@stratacominc.com
Blog: www.williamrentfrow.com
O 715-592-5185
C 715-410-8056
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Chowdhury, Tauf
Sent: Wednesday, April 13, 2011 10:57 AM
To: arslist@ARSLIST.ORG
Subject: Re: SLM 7.6 - Task Management?
**
John W, thanks for the tip.
John S, It ain't that funny. :)
Tauf Chowdhury | Forest Laboratories, Inc.
Analyst, Service Management
Mobile:646.483.2779
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of John Sundberg
Sent: Wednesday, April 13, 2011 11:53 AM
To: arslist@ARSLIST.ORG
Subject: Re: SLM 7.6 - Task Management?
Funny
Sent from my iPhone
On Apr 13, 2011, at 10:22 AM, "Weigand, John"
wrote:
**
Tauf,
SLM does not have an out-of-the-box integration to Task
Management at this time. You will have to treat it as a custom data
source.
You should submit an RFE to ask for this integration.
-John
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Chowdhury, Tauf
Sent: Wednesday, April 13, 2011 9:10 AM
To: <mailto:arslist@ARSLIST.ORG> arslist@ARSLIST.ORG
Subject: SLM 7.6 - Task Management?
**
All,
I'm venturing into SLM territory and have one question right
away.
I see no choices out of the box to monitor the Task Management
system. So for example, Tasks related to incidents or tasks related to
changes/problems. Does this have to be added to SLM as a custom data
source?
Tauf Chowdhury | Forest Laboratories, Inc.
Analyst, Service Management
Informatics-Infrastructure
Office: 631.858.7765
Mobile:646.483.2779
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.
_attend WWRUG11 <http://www.wwrug.com> www.wwrug.com ARSlist:
"Where the Answers Are"_
_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.
_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: SLM 7.6 - Task Management?
John W, thanks for the tip.
John S, It ain't that funny. :)
Tauf Chowdhury | Forest Laboratories, Inc.
Analyst, Service Management
Mobile:646.483.2779
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of John Sundberg
Sent: Wednesday, April 13, 2011 11:53 AM
To: arslist@ARSLIST.ORG
Subject: Re: SLM 7.6 - Task Management?
Funny
Sent from my iPhone
On Apr 13, 2011, at 10:22 AM, "Weigand, John"
wrote:
**
Tauf,
SLM does not have an out-of-the-box integration to Task
Management at this time. You will have to treat it as a custom data
source.
You should submit an RFE to ask for this integration.
-John
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Chowdhury, Tauf
Sent: Wednesday, April 13, 2011 9:10 AM
To: <mailto:arslist@ARSLIST.ORG> arslist@ARSLIST.ORG
Subject: SLM 7.6 - Task Management?
**
All,
I'm venturing into SLM territory and have one question right
away.
I see no choices out of the box to monitor the Task Management
system. So for example, Tasks related to incidents or tasks related to
changes/problems. Does this have to be added to SLM as a custom data
source?
Tauf Chowdhury | Forest Laboratories, Inc.
Analyst, Service Management
Informatics-Infrastructure
Office: 631.858.7765
Mobile:646.483.2779
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.
_attend WWRUG11 <http://www.wwrug.com> www.wwrug.com ARSlist:
"Where the Answers Are"_
_attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_
_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.
___
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attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are"
Re: SLM 7.6 - Task Management?
Funny Sent from my iPhone On Apr 13, 2011, at 10:22 AM, "Weigand, John" wrote: > ** > Tauf, > > > > SLM does not have an out-of-the-box integration to Task Management at this > time. You will have to treat it as a custom data source. > > > > You should submit an RFE to ask for this integration. > > > > -John > > > > From: Action Request System discussion list(ARSList) > [mailto:arslist@ARSLIST.ORG] On Behalf Of Chowdhury, Tauf > Sent: Wednesday, April 13, 2011 9:10 AM > To: arslist@ARSLIST.ORG > Subject: SLM 7.6 - Task Management? > > > > ** > > All, > > I’m venturing into SLM territory and have one question right away. > > I see no choices out of the box to monitor the Task Management system. So for > example, Tasks related to incidents or tasks related to changes/problems. > Does this have to be added to SLM as a custom data source? > > > > Tauf Chowdhury | Forest Laboratories, Inc. > > Analyst, Service Management > > Informatics-Infrastructure > > Office: 631.858.7765 > > Mobile:646.483.2779 > > > > > > 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. > > _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: SLM 7.6 - Task Management?
Tauf, SLM does not have an out-of-the-box integration to Task Management at this time. You will have to treat it as a custom data source. You should submit an RFE to ask for this integration. -John From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Chowdhury, Tauf Sent: Wednesday, April 13, 2011 9:10 AM To: arslist@ARSLIST.ORG Subject: SLM 7.6 - Task Management? ** All, I'm venturing into SLM territory and have one question right away. I see no choices out of the box to monitor the Task Management system. So for example, Tasks related to incidents or tasks related to changes/problems. Does this have to be added to SLM as a custom data source? Tauf Chowdhury | Forest Laboratories, Inc. Analyst, Service Management Informatics-Infrastructure Office: 631.858.7765 Mobile:646.483.2779 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. _attend WWRUG11 www.wwrug.com<http://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"
SLM 7.6 - Task Management?
All, I'm venturing into SLM territory and have one question right away. I see no choices out of the box to monitor the Task Management system. So for example, Tasks related to incidents or tasks related to changes/problems. Does this have to be added to SLM as a custom data source? Tauf Chowdhury | Forest Laboratories, Inc. Analyst, Service Management Informatics-Infrastructure Office: 631.858.7765 Mobile:646.483.2779 ** 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"
