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 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: SRM issue with Incident SRDs
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 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are ** This e-mail and its attachments may contain Forest Laboratories, Inc. proprietary information that is privileged, confidential or subject to copyright belonging to Forest Laboratories, Inc. This e-mail is intended solely for the use of the individual or entity to which it is addressed. If you are not the intended recipient of this e-mail, or the employee or agent responsible for delivering this e-mail to the intended recipient, you are hereby notified that any dissemination, distribution, copying or action taken in relation to the contents of and attachments to this e-mail is strictly prohibited and may be unlawful. If you have received this e-mail in error, please notify the sender immediately and permanently delete the original and any copy of this e-mail and any printout. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
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? ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are ** This e-mail and its attachments may contain Forest Laboratories, Inc. proprietary information that is privileged, confidential or subject to copyright belonging to Forest Laboratories, Inc. This e-mail is intended solely for the use of the individual or entity to which it is addressed. If you are not the intended recipient of this e-mail, or the employee or agent responsible for delivering this e-mail to the intended recipient, you are hereby notified that any dissemination, distribution, copying or action taken in relation to the contents of and attachments to this e-mail is strictly prohibited and may be unlawful. If you have received this e-mail in error, please notify the sender immediately and permanently delete the original and any copy of this e-mail and any printout. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: SRM issue with Incident SRDs
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? ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are ** This e-mail and its attachments may contain Forest Laboratories, Inc. proprietary information that is privileged, confidential or subject to copyright belonging to Forest Laboratories, Inc. This e-mail is intended solely for the use of the individual or entity to which it is addressed. If you are not the intended recipient of this e-mail, or the employee or agent responsible for delivering this e-mail to the intended recipient, you are hereby notified that any dissemination, distribution, copying or action taken in relation to the contents of and attachments to this e-mail is strictly prohibited and may be unlawful. If you have received this e-mail in error, please notify the sender immediately and permanently delete the original and any copy of this e-mail and any printout. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are ** This e-mail and its attachments may contain Forest Laboratories, Inc. proprietary information that is privileged, confidential or subject to copyright belonging to Forest Laboratories, Inc. This e-mail is intended solely for the use of the individual or entity to which it is addressed. If you are not the intended recipient of this e-mail, or the employee or agent responsible for delivering this e-mail to the intended recipient, you are hereby notified that any dissemination, distribution, copying or action taken in relation to the contents of and attachments to this e-mail is strictly prohibited and may be unlawful. If you have received this e-mail in error, please notify the sender immediately and permanently delete the original and any copy of this e-mail and any printout. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11
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? ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
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? ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are ** This e-mail and its attachments may contain Forest Laboratories, Inc. proprietary information that is privileged, confidential or subject to copyright belonging to Forest Laboratories, Inc. This e-mail is intended solely for the use of the individual or entity to which it is addressed. If you are not the intended recipient of this e-mail, or the employee or agent responsible for delivering this e-mail to the intended recipient, you are hereby notified that any dissemination, distribution, copying or action taken in relation to the contents of and attachments to this e-mail is strictly prohibited and may be unlawful. If you have received this e-mail in error, please notify the sender immediately and permanently delete the original and any copy of this e-mail and any printout. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
