Re: Service Request Management Portal best practices-disabling Add to cart Button
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 matthew.perra...@genmills.com 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: libutton class=serviceAddToCartAction srdId=$it.id$. 11) change it to: libutton class=serviceAddToCartAction srdId=$it.id$ disabled=true onclick=handleAddToCartEvent(event);DISABLED/button/li *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: $if(draft)$ td align=rightinput id=addtocart_button value=$addToCartLabel$ type=button class=submitbuttons $else$ td align=rightinput id=addtocart_button value=$addToCartLabel$ type=button class=submitbuttons 15) Change it to the following: $if(draft)$ td align=rightinput id=addtocart_button value=$addToCartLabel$ type=button class=submitbuttons disabled=true onClick=javascript:none();//td $else$ td align=rightinput id=addtocart_button value=$addToCartLabel$ type=button class=submitbuttons disabled=true onClick=javascript:none();//td 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. ___ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org attend wwrug10www.wwrug.comARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: Service Request Management Portal best practices-disabling Add to cart Button
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 matthew.perra...@genmills.com 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: libutton class=serviceAddToCartAction srdId=$it.id$. 11) change it to: libutton class=serviceAddToCartAction srdId=$it.id$ disabled=true onclick=handleAddToCartEvent(event);DISABLED/button/li *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: $if(draft)$ td align=rightinput id=addtocart_button value=$addToCartLabel$ type=button class=submitbuttons $else$ td align=rightinput id=addtocart_button value=$addToCartLabel$ type=button class=submitbuttons 15) Change it to the following: $if(draft)$ td align=rightinput id=addtocart_button value=$addToCartLabel$ type=button class=submitbuttons disabled=true onClick=javascript:none();//td $else$ td align=rightinput id=addtocart_button value=$addToCartLabel$ type=button class=submitbuttons disabled=true onClick=javascript:none();//td 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 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: Service Request Management Portal best practices
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_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: Service Request Management Portal best practices-disabling Add to cart Button
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: libutton class=serviceAddToCartAction srdId=$it.id$. 11) change it to: libutton class=serviceAddToCartAction srdId=$it.id$ disabled=true onclick=handleAddToCartEvent(event);DISABLED/button/li *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: $if(draft)$ td align=rightinput id=addtocart_button value=$addToCartLabel$ type=button class=submitbuttons $else$ td align=rightinput id=addtocart_button value=$addToCartLabel$ type=button class=submitbuttons 15) Change it to the following: $if(draft)$ td align=rightinput id=addtocart_button value=$addToCartLabel$ type=button class=submitbuttons disabled=true onClick=javascript:none();//td $else$ td align=rightinput id=addtocart_button value=$addToCartLabel$ type=button class=submitbuttons disabled=true onClick=javascript:none();//td 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 at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
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 matthew.perra...@genmills.com 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: libutton class=serviceAddToCartAction srdId=$it.id$. 11) change it to: libutton class=serviceAddToCartAction srdId=$it.id$ disabled=true onclick=handleAddToCartEvent(event);DISABLED/button/li *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: $if(draft)$ td align=rightinput id=addtocart_button value=$addToCartLabel$ type=button class=submitbuttons $else$ td align=rightinput id=addtocart_button value=$addToCartLabel$ type=button class=submitbuttons 15) Change it to the following: $if(draft)$ td align=rightinput id=addtocart_button value=$addToCartLabel$ type=button class=submitbuttons disabled=true onClick=javascript:none();//td $else$ td align=rightinput id=addtocart_button value=$addToCartLabel$ type=button class=submitbuttons disabled=true onClick=javascript:none();//td 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 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
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 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: Service Request Management Portal best practices
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 vianna...@hotmail.com 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 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: Service Request Management Portal best practices
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 haeyoon@gmail.com 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 vianna...@hotmail.com wrote: Hi all We are beginning t... ___ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org attend wwrug10www.wwrug.comARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: Service Request Management Portal best practices
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: 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 wwrug10 www.wwrug.com ARSlist: Where the Answers Are
