Re: SRM issue with Incident SRDs

2011-09-27 Thread Maria Calabrese
I though about doing it that way, but the Incident type is not a field 
available in the AOT for me to map and set.
Do you recall if you were on SRM 7.6.4?  this is the version that we're on.
Thanks for any addiitonal help you can provide.

Maria Calabrese
Bose Corporation

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Re: SRM issue with Incident SRDs

2011-09-27 Thread Chowdhury, Tauf
You can always add the field if it is not available in your AOT field mapping. 
The guide should be able to help you with that. It's fairly simple to do. While 
you're in there, you may want to add the Product Categorization 2, 3, and 
Product Name as well. If I remember correctly, those are not available out of 
the box. (Don't ask why) :) 

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Maria Calabrese
Sent: Tuesday, September 27, 2011 12:38 PM
To: arslist@ARSLIST.ORG
Subject: Re: SRM issue with Incident SRDs

I though about doing it that way, but the Incident type is not a field 
available in the AOT for me to map and set.
Do you recall if you were on SRM 7.6.4?  this is the version that we're on.
Thanks for any addiitonal help you can provide.

Maria Calabrese
Bose Corporation

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Re: SRM issue with Incident SRDs

2011-09-27 Thread Gmail
I just ran into this today. This is by design since the incident was created 
from a Service Request. You shouldn't hard code anything. A true incident User 
Service Restoration should be created directly from the Incident Management 
application.

Regards,
Moe.
 

-Original Message-
From: Chowdhury, Tauf [mailto:tauf.chowdh...@frx.com] 
Sent: Monday, September 26, 2011 3:30 PM
Subject: Re: SRM issue with Incident SRDs

Maria,
I've seen this issue and what I've had to do is hard code the mapping for that 
field within your AOT after you relate the template to it. So when you define 
the fields that will map to your variables in the PDT, pick Incident Type, but 
set a default value of whatever it is you want. If you want to make it dynamic, 
you can always add it without a value in the AOT and then map a variable that 
you can then hard code or set via a question using your SRD question mapping 
step. 
Hope this doesn't confuse you... 

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Maria Calabrese
Sent: Monday, September 26, 2011 2:49 PM
To: arslist@ARSLIST.ORG
Subject: SRM issue with Incident SRDs

Currently working on the implementation of SRM 7.6.4 (within the ITSM suite)

I am setting up Service Request Definitions for Incidents. So far I have done 
the following: 

Created an Incident template, which sets the Incident type to User Service 
Restoration 
Created an AOT and registered the template to it, which createds an Incident 
record. 
Created a PDT
Created the SRD
When I submit the Service Request, the Incident type field shows as User 
Service Request instead of User Service Restoration.

Has anyone come accross this issue?  If you have Incident SRDs, what is the 
Incident Type being set to, and how are you accomplishing that?

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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 
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for delivering this e-mail to the intended recipient, you are hereby notified 
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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 
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Re: SRM issue with Incident SRDs

2011-09-27 Thread Chowdhury, Tauf
Moe, 
I disagree. If you have an SRD setup specifically so that users can report an 
issue with their laptop... The screen is cracked for example, then an IT 
organization may consider that an automatic incident classified as a User 
Service Restoration. In our organization, there are different service levels 
attached depending on if the incident is categorized as a service request or 
restoration. There is definitely a need to be able to map this. 


-Original Message-
From: Action Request System discussion list(ARSList) on behalf of Gmail
Sent: Tue 9/27/2011 10:17 PM
To: arslist@ARSLIST.ORG
Subject: Re: SRM issue with Incident SRDs
 
I just ran into this today. This is by design since the incident was created 
from a Service Request. You shouldn't hard code anything. A true incident User 
Service Restoration should be created directly from the Incident Management 
application.

Regards,
Moe.
 

-Original Message-
From: Chowdhury, Tauf [mailto:tauf.chowdh...@frx.com] 
Sent: Monday, September 26, 2011 3:30 PM
Subject: Re: SRM issue with Incident SRDs

Maria,
I've seen this issue and what I've had to do is hard code the mapping for that 
field within your AOT after you relate the template to it. So when you define 
the fields that will map to your variables in the PDT, pick Incident Type, but 
set a default value of whatever it is you want. If you want to make it dynamic, 
you can always add it without a value in the AOT and then map a variable that 
you can then hard code or set via a question using your SRD question mapping 
step. 
Hope this doesn't confuse you... 

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Maria Calabrese
Sent: Monday, September 26, 2011 2:49 PM
To: arslist@ARSLIST.ORG
Subject: SRM issue with Incident SRDs

Currently working on the implementation of SRM 7.6.4 (within the ITSM suite)

I am setting up Service Request Definitions for Incidents. So far I have done 
the following: 

Created an Incident template, which sets the Incident type to User Service 
Restoration 
Created an AOT and registered the template to it, which createds an Incident 
record. 
Created a PDT
Created the SRD
When I submit the Service Request, the Incident type field shows as User 
Service Request instead of User Service Restoration.

Has anyone come accross this issue?  If you have Incident SRDs, what is the 
Incident Type being set to, and how are you accomplishing that?

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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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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 
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SRM issue with Incident SRDs

2011-09-26 Thread Maria Calabrese
Currently working on the implementation of SRM 7.6.4 (within the ITSM suite)

I am setting up Service Request Definitions for Incidents. So far I have done 
the following: 

Created an Incident template, which sets the Incident type to User Service 
Restoration 
Created an AOT and registered the template to it, which createds an Incident 
record. 
Created a PDT 
Created the SRD 
When I submit the Service Request, the Incident type field shows as User 
Service Request instead of User Service Restoration.

Has anyone come accross this issue?  If you have Incident SRDs, what is the 
Incident Type being set to, and how are you accomplishing that?

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Re: SRM issue with Incident SRDs

2011-09-26 Thread Chowdhury, Tauf
Maria,
I've seen this issue and what I've had to do is hard code the mapping for that 
field within your AOT after you relate the template to it. So when you define 
the fields that will map to your variables in the PDT, pick Incident Type, but 
set a default value of whatever it is you want. If you want to make it dynamic, 
you can always add it without a value in the AOT and then map a variable that 
you can then hard code or set via a question using your SRD question mapping 
step. 
Hope this doesn't confuse you... 

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Maria Calabrese
Sent: Monday, September 26, 2011 2:49 PM
To: arslist@ARSLIST.ORG
Subject: SRM issue with Incident SRDs

Currently working on the implementation of SRM 7.6.4 (within the ITSM suite)

I am setting up Service Request Definitions for Incidents. So far I have done 
the following: 

Created an Incident template, which sets the Incident type to User Service 
Restoration 
Created an AOT and registered the template to it, which createds an Incident 
record. 
Created a PDT
Created the SRD
When I submit the Service Request, the Incident type field shows as User 
Service Request instead of User Service Restoration.

Has anyone come accross this issue?  If you have Incident SRDs, what is the 
Incident Type being set to, and how are you accomplishing that?

___
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**
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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