Re: Cry for help! Task Management System

[Danaceau, Chris]

Warren I’ve done a LOT of this over the past few years at my current job.
Sequencing groups, flow groups, and passing variable data between tasks.  Happy 
to help with any specific questions.

--
Thank You,

Chris Danaceau
FINRA
240-386-6728 (desk)


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Warren R. Baltimore II
Sent: Tuesday, April 12, 2016 2:10 PM
To: arslist@ARSLIST.ORG
Subject: Cry for help! Task Management System

**
For the last week, I have been trying to find some documentation that actually 
explains how to go about creating tasks and task group templates.  And as 
usual, I am left with the opinion that the Documentation for Remedy has become 
an absolute embarrassment!
I was able to find (under Change Management) a 19 page document on TMS, but 
while it extensively explained what I would call the theory behind the process, 
it did not give instructions on how to actually create these templates.
Basically, I have not found a decent piece of documentation that says "Here are 
the steps you take to create a Task Group".  This is the kind of information 
these fields want.  Same for Task Templates.  You know A MANUAL!
Does anyone know where I might find this information (ARS/ITSM 9.0.01)?  It 
wouldn't surprise me if I have been looking in the wrong place.

Anyone else have similar issues with the Documentation Wiki?

--
Warren R. Baltimore II
Remedy Developer
410-533-5367
_ARSlist: "Where the Answers Are" and have been for 20 years_

Confidentiality Notice::  This email, including attachments, may include 
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Re: Cry for help! Task Management System

[Stone, Brian]

BMC recommends 10G as I was told that yesterday.  And 9.1 also has a large hot 
fix to address some issues.

From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] on 
behalf of William Rentfrow [wrentf...@stratacominc.com]
Sent: Tuesday, April 12, 2016 3:22 PM
To: arslist@ARSLIST.ORG
Subject: Re: Cry for help! Task Management System

**
I think the indexing for 9.0 needs work.  I searched yesterday for "max heap 
size" or "java heap" in the 9.0 docs and it found nothing - see the attached, I 
still had the tabs open:



William Rentfrow
wrentf...@stratacominc.com
Office: 715-204-3061 or 701-232-5697x25
Cell: 715-498-5056

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Warren R. Baltimore II
Sent: Tuesday, April 12, 2016 1:16 PM
To: arslist@ARSLIST.ORG
Subject: Re: Cry for help! Task Management System

**
Nope!  I am grateful for this!  I'm wondering why thought htat I didn't see it. 
 Perhaps because I started my searches in the 9.0 regionWhatever!
I'm Grateful fo the assist Satya!

On Tue, Apr 12, 2016 at 2:13 PM, Satya Miller 
<only1sa...@gmail.com<mailto:only1sa...@gmail.com>> wrote:
**
Have you seen this?  Or am I not understanding your question?  This is for 8.1

https://docs.bmc.com/docs/display/public/change81/Creating+a+basic+task+group+template

On Tue, Apr 12, 2016 at 1:10 PM, Warren R. Baltimore II 
<warrenbaltim...@gmail.com<mailto:warrenbaltim...@gmail.com>> wrote:
**
For the last week, I have been trying to find some documentation that actually 
explains how to go about creating tasks and task group templates.  And as 
usual, I am left with the opinion that the Documentation for Remedy has become 
an absolute embarrassment!
I was able to find (under Change Management) a 19 page document on TMS, but 
while it extensively explained what I would call the theory behind the process, 
it did not give instructions on how to actually create these templates.
Basically, I have not found a decent piece of documentation that says "Here are 
the steps you take to create a Task Group".  This is the kind of information 
these fields want.  Same for Task Templates.  You know A MANUAL!
Does anyone know where I might find this information (ARS/ITSM 9.0.01)?  It 
wouldn't surprise me if I have been looking in the wrong place.

Anyone else have similar issues with the Documentation Wiki?

--
Warren R. Baltimore II
Remedy Developer
410-533-5367
_ARSlist: "Where the Answers Are" and have been for 20 years_

_ARSlist: "Where the Answers Are" and have been for 20 years_



--
Warren R. Baltimore II
Remedy Developer
410-533-5367
_ARSlist: "Where the Answers Are" and have been for 20 years_

No virus found in this message.
Checked by AVG - www.avg.com<http://www.avg.com>
Version: 2016.0.7497 / Virus Database: 4545/12010 - Release Date: 04/11/16
_ARSlist: "Where the Answers Are" and have been for 20 years_

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Re: Cry for help! Task Management System

[Thad Esser]

Generally (but not always), the page names stay the same, but the path to
the version changes.  So you can take what Satya sent, and change the "81"
to "90" and get there:
https://docs.bmc.com/docs/display/public/change90/Creating+a+basic+task+group+template

I find that helps when searching gives me the page I want, but for a
different version than I'm looking for.

-Thad

On Tue, Apr 12, 2016 at 1:08 PM, Warren R. Baltimore II <
warrenbaltim...@gmail.com> wrote:

> **
> I took a look at the link that Satya sent me, then I went into the 9.0
> stream and followed the links, but it just isn't there for 9.  Still, I'm
> pretty sure the 8.x version should give me what I need.
>
> My opinion of the BMC documentation is not good.  I find it to be poorly
> written, heavy on theory, but often light on the actual How To.
>
> On Tue, Apr 12, 2016 at 3:22 PM, William Rentfrow <
> wrentf...@stratacominc.com> wrote:
>
>> **
>>
>> I think the indexing for 9.0 needs work.  I searched yesterday for "max
>> heap size" or "java heap" in the 9.0 docs and it found nothing - see the
>> attached, I still had the tabs open:
>>
>>
>>
>>
>>
>>
>>
>> William Rentfrow
>>
>> wrentf...@stratacominc.com
>>
>> Office: 715-204-3061 or 701-232-5697x25
>>
>> Cell: 715-498-5056
>>
>>
>>
>> *From:* Action Request System discussion list(ARSList) [mailto:
>> arslist@ARSLIST.ORG] *On Behalf Of *Warren R. Baltimore II
>> *Sent:* Tuesday, April 12, 2016 1:16 PM
>> *To:* arslist@ARSLIST.ORG
>> *Subject:* Re: Cry for help! Task Management System
>>
>>
>>
>> **
>>
>> Nope!  I am grateful for this!  I'm wondering why thought htat I didn't
>> see it.  Perhaps because I started my searches in the 9.0
>> regionWhatever!
>>
>> I'm Grateful fo the assist Satya!
>>
>>
>>
>> On Tue, Apr 12, 2016 at 2:13 PM, Satya Miller <only1sa...@gmail.com>
>> wrote:
>>
>> **
>>
>> Have you seen this?  Or am I not understanding your question?  This is
>> for 8.1
>>
>>
>>
>>
>> https://docs.bmc.com/docs/display/public/change81/Creating+a+basic+task+group+template
>>
>>
>>
>>
>> On Tue, Apr 12, 2016 at 1:10 PM, Warren R. Baltimore II <
>> warrenbaltim...@gmail.com> wrote:
>>
>> **
>>
>> For the last week, I have been trying to find some documentation that
>> actually explains how to go about creating tasks and task group templates.
>> And as usual, I am left with the opinion that the Documentation for Remedy
>> has become an absolute embarrassment!
>>
>> I was able to find (under Change Management) a 19 page document on TMS,
>> but while it extensively explained what I would call the theory behind the
>> process, it did not give instructions on how to actually create these
>> templates.
>>
>> Basically, I have not found a decent piece of documentation that says
>> "Here are the steps you take to create a Task Group".  This is the kind of
>> information these fields want.  Same for Task Templates.  You know A
>> MANUAL!
>>
>> Does anyone know where I might find this information (ARS/ITSM 9.0.01)?
>> It wouldn't surprise me if I have been looking in the wrong place.
>>
>> Anyone else have similar issues with the Documentation Wiki?
>>
>>
>> --
>>
>> Warren R. Baltimore II
>> Remedy Developer
>> 410-533-5367
>>
>> _ARSlist: "Where the Answers Are" and have been for 20 years_
>>
>>
>>
>> _ARSlist: "Where the Answers Are" and have been for 20 years_
>>
>>
>>
>>
>> --
>>
>> Warren R. Baltimore II
>> Remedy Developer
>> 410-533-5367
>>
>> _ARSlist: "Where the Answers Are" and have been for 20 years_
>> --
>>
>> No virus found in this message.
>> Checked by AVG - www.avg.com
>> Version: 2016.0.7497 / Virus Database: 4545/12010 - Release Date: 04/11/16
>> _ARSlist: "Where the Answers Are" and have been for 20 years_
>>
>
>
>
> --
> Warren R. Baltimore II
> Remedy Developer
> 410-533-5367
> _ARSlist: "Where the Answers Are" and have been for 20 years_
>

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Re: Cry for help! Task Management System

[Warren R. Baltimore II]

I took a look at the link that Satya sent me, then I went into the 9.0
stream and followed the links, but it just isn't there for 9.  Still, I'm
pretty sure the 8.x version should give me what I need.

My opinion of the BMC documentation is not good.  I find it to be poorly
written, heavy on theory, but often light on the actual How To.

On Tue, Apr 12, 2016 at 3:22 PM, William Rentfrow <
wrentf...@stratacominc.com> wrote:

> **
>
> I think the indexing for 9.0 needs work.  I searched yesterday for "max
> heap size" or "java heap" in the 9.0 docs and it found nothing - see the
> attached, I still had the tabs open:
>
>
>
>
>
>
>
> William Rentfrow
>
> wrentf...@stratacominc.com
>
> Office: 715-204-3061 or 701-232-5697x25
>
> Cell: 715-498-5056
>
>
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] *On Behalf Of *Warren R. Baltimore II
> *Sent:* Tuesday, April 12, 2016 1:16 PM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: Cry for help! Task Management System
>
>
>
> **
>
> Nope!  I am grateful for this!  I'm wondering why thought htat I didn't
> see it.  Perhaps because I started my searches in the 9.0
> regionWhatever!
>
> I'm Grateful fo the assist Satya!
>
>
>
> On Tue, Apr 12, 2016 at 2:13 PM, Satya Miller <only1sa...@gmail.com>
> wrote:
>
> **
>
> Have you seen this?  Or am I not understanding your question?  This is for
> 8.1
>
>
>
>
> https://docs.bmc.com/docs/display/public/change81/Creating+a+basic+task+group+template
>
>
>
>
> On Tue, Apr 12, 2016 at 1:10 PM, Warren R. Baltimore II <
> warrenbaltim...@gmail.com> wrote:
>
> **
>
> For the last week, I have been trying to find some documentation that
> actually explains how to go about creating tasks and task group templates.
> And as usual, I am left with the opinion that the Documentation for Remedy
> has become an absolute embarrassment!
>
> I was able to find (under Change Management) a 19 page document on TMS,
> but while it extensively explained what I would call the theory behind the
> process, it did not give instructions on how to actually create these
> templates.
>
> Basically, I have not found a decent piece of documentation that says
> "Here are the steps you take to create a Task Group".  This is the kind of
> information these fields want.  Same for Task Templates.  You know A
> MANUAL!
>
> Does anyone know where I might find this information (ARS/ITSM 9.0.01)?
> It wouldn't surprise me if I have been looking in the wrong place.
>
> Anyone else have similar issues with the Documentation Wiki?
>
>
> --
>
> Warren R. Baltimore II
> Remedy Developer
> 410-533-5367
>
> _ARSlist: "Where the Answers Are" and have been for 20 years_
>
>
>
> _ARSlist: "Where the Answers Are" and have been for 20 years_
>
>
>
>
> --
>
> Warren R. Baltimore II
> Remedy Developer
> 410-533-5367
>
> _ARSlist: "Where the Answers Are" and have been for 20 years_
> --
>
> No virus found in this message.
> Checked by AVG - www.avg.com
> Version: 2016.0.7497 / Virus Database: 4545/12010 - Release Date: 04/11/16
> _ARSlist: "Where the Answers Are" and have been for 20 years_
>



-- 
Warren R. Baltimore II
Remedy Developer
410-533-5367

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Re: Cry for help! Task Management System

[William Rentfrow]

I think the indexing for 9.0 needs work.  I searched yesterday for "max heap 
size" or "java heap" in the 9.0 docs and it found nothing - see the attached, I 
still had the tabs open:



William Rentfrow
wrentf...@stratacominc.com
Office: 715-204-3061 or 701-232-5697x25
Cell: 715-498-5056

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Warren R. Baltimore II
Sent: Tuesday, April 12, 2016 1:16 PM
To: arslist@ARSLIST.ORG
Subject: Re: Cry for help! Task Management System

**
Nope!  I am grateful for this!  I'm wondering why thought htat I didn't see it. 
 Perhaps because I started my searches in the 9.0 regionWhatever!
I'm Grateful fo the assist Satya!

On Tue, Apr 12, 2016 at 2:13 PM, Satya Miller 
<only1sa...@gmail.com<mailto:only1sa...@gmail.com>> wrote:
**
Have you seen this?  Or am I not understanding your question?  This is for 8.1

https://docs.bmc.com/docs/display/public/change81/Creating+a+basic+task+group+template

On Tue, Apr 12, 2016 at 1:10 PM, Warren R. Baltimore II 
<warrenbaltim...@gmail.com<mailto:warrenbaltim...@gmail.com>> wrote:
**
For the last week, I have been trying to find some documentation that actually 
explains how to go about creating tasks and task group templates.  And as 
usual, I am left with the opinion that the Documentation for Remedy has become 
an absolute embarrassment!
I was able to find (under Change Management) a 19 page document on TMS, but 
while it extensively explained what I would call the theory behind the process, 
it did not give instructions on how to actually create these templates.
Basically, I have not found a decent piece of documentation that says "Here are 
the steps you take to create a Task Group".  This is the kind of information 
these fields want.  Same for Task Templates.  You know A MANUAL!
Does anyone know where I might find this information (ARS/ITSM 9.0.01)?  It 
wouldn't surprise me if I have been looking in the wrong place.

Anyone else have similar issues with the Documentation Wiki?

--
Warren R. Baltimore II
Remedy Developer
410-533-5367
_ARSlist: "Where the Answers Are" and have been for 20 years_

_ARSlist: "Where the Answers Are" and have been for 20 years_



--
Warren R. Baltimore II
Remedy Developer
410-533-5367
_ARSlist: "Where the Answers Are" and have been for 20 years_

No virus found in this message.
Checked by AVG - www.avg.com<http://www.avg.com>
Version: 2016.0.7497 / Virus Database: 4545/12010 - Release Date: 04/11/16

___
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Cry for help! Task Management System

[Warren R. Baltimore II]

For the last week, I have been trying to find some documentation that
actually explains how to go about creating tasks and task group templates.
And as usual, I am left with the opinion that the Documentation for Remedy
has become an absolute embarrassment!

I was able to find (under Change Management) a 19 page document on TMS, but
while it extensively explained what I would call the theory behind the
process, it did not give instructions on how to actually create these
templates.

Basically, I have not found a decent piece of documentation that says "Here
are the steps you take to create a Task Group".  This is the kind of
information these fields want.  Same for Task Templates.  You know A
MANUAL!

Does anyone know where I might find this information (ARS/ITSM 9.0.01)?  It
wouldn't surprise me if I have been looking in the wrong place.


Anyone else have similar issues with the Documentation Wiki?

-- 
Warren R. Baltimore II
Remedy Developer
410-533-5367

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
"Where the Answers Are, and have been for 20 years"

Re: Cry for help! Task Management System

[Warren R. Baltimore II]

Nope!  I am grateful for this!  I'm wondering why thought htat I didn't see
it.  Perhaps because I started my searches in the 9.0 regionWhatever!

I'm Grateful fo the assist Satya!

On Tue, Apr 12, 2016 at 2:13 PM, Satya Miller  wrote:

> **
> Have you seen this?  Or am I not understanding your question?  This is for
> 8.1
>
>
> https://docs.bmc.com/docs/display/public/change81/Creating+a+basic+task+group+template
>
>
> On Tue, Apr 12, 2016 at 1:10 PM, Warren R. Baltimore II <
> warrenbaltim...@gmail.com> wrote:
>
>> **
>> For the last week, I have been trying to find some documentation that
>> actually explains how to go about creating tasks and task group templates.
>> And as usual, I am left with the opinion that the Documentation for Remedy
>> has become an absolute embarrassment!
>>
>> I was able to find (under Change Management) a 19 page document on TMS,
>> but while it extensively explained what I would call the theory behind the
>> process, it did not give instructions on how to actually create these
>> templates.
>>
>> Basically, I have not found a decent piece of documentation that says
>> "Here are the steps you take to create a Task Group".  This is the kind of
>> information these fields want.  Same for Task Templates.  You know A
>> MANUAL!
>>
>> Does anyone know where I might find this information (ARS/ITSM 9.0.01)?
>> It wouldn't surprise me if I have been looking in the wrong place.
>>
>>
>> Anyone else have similar issues with the Documentation Wiki?
>>
>> --
>> Warren R. Baltimore II
>> Remedy Developer
>> 410-533-5367
>> _ARSlist: "Where the Answers Are" and have been for 20 years_
>
>
> _ARSlist: "Where the Answers Are" and have been for 20 years_




-- 
Warren R. Baltimore II
Remedy Developer
410-533-5367

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Re: Cry for help! Task Management System

[Satya Miller]

Have you seen this?  Or am I not understanding your question?  This is for
8.1

https://docs.bmc.com/docs/display/public/change81/Creating+a+basic+task+group+template


On Tue, Apr 12, 2016 at 1:10 PM, Warren R. Baltimore II <
warrenbaltim...@gmail.com> wrote:

> **
> For the last week, I have been trying to find some documentation that
> actually explains how to go about creating tasks and task group templates.
> And as usual, I am left with the opinion that the Documentation for Remedy
> has become an absolute embarrassment!
>
> I was able to find (under Change Management) a 19 page document on TMS,
> but while it extensively explained what I would call the theory behind the
> process, it did not give instructions on how to actually create these
> templates.
>
> Basically, I have not found a decent piece of documentation that says
> "Here are the steps you take to create a Task Group".  This is the kind of
> information these fields want.  Same for Task Templates.  You know A
> MANUAL!
>
> Does anyone know where I might find this information (ARS/ITSM 9.0.01)?
> It wouldn't surprise me if I have been looking in the wrong place.
>
>
> Anyone else have similar issues with the Documentation Wiki?
>
> --
> Warren R. Baltimore II
> Remedy Developer
> 410-533-5367
> _ARSlist: "Where the Answers Are" and have been for 20 years_

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Re: Task Management Approvals

[ITSM.Support]

Hi,

 

Below steps can be done to achieve this

 

1) Integrate Approval Engine with TMS:Task
a) Create join of TMS:Task and AP:Detail.
b) Create join of TMS:Task and AP:DetailSignature.
2) Run arjoinfix.exe. (for windows)
3) Configure TMS:Task in the AP:Form.
4) Configure 'Process' and 'Rule' for task approval.
5) Create workflow which will call approval engine (when the 'Change
Status'=Schedule For Approval and 'Task Status'=Staged)

 

HTH

--

Regards,

ITSM Support

 

Vyom Labs Pvt. Ltd.

BSM Solutions  Services || ITIL Consulting  Training

Email: i...@vyomlabs.com  || Web Site: www.vyomlabs.com Follow Vyom Labs
http://twitter.com/#!/vyomlabs || http://www.linkedin.com/company/vyom-labs

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Pierson, Shawn
Sent: Tuesday, July 10, 2012 8:06 PM
To: arslist@ARSLIST.ORG
Subject: Task Management Approvals

 

** 

Good morning folks,

 

I'm about to begin working on something and I wanted to run it past you all
first.  Our problem is that we rely heavily on Tasks for infrastructure
groups that are part of Change Requests yet approvals for those groups must
be done manually.  For example, the DBA team works almost exclusively
through Tasks assigned to them from other groups so without any way of
automatically adding approvals, their management are left off accidentally.
My plan is to integrate Task Management with Approvals to resolve this.  On
the Change Management level, I have mappings set up to automatically add the
supervisor of the Change Coordinator group as an Implementation approver.
The goal is to extend that to Implementation Tasks as well.

 

What I'm thinking is that when a Change Request goes to the Scheduled for
Approval status, pull back the unique list of Assignee Groups for all Tasks
with a status of Staged into a table, then run through that table and 1)
pull in the Approval Mappings for Change Coordinator Group, and 2) create an
approval request for each one that will be related to the CRQ.

 

Has anyone done something like this before?  Can you think of any drawbacks
to this design or better ways to do it?  I've already created a custom
approval phase on Change Management for Tester approval and have it tied to
a custom Change Tester field populated by the Change Coordinator so that
part of the equation is very easy.

 

Thanks,

 

Shawn Pierson 

Remedy Developer | Energy Transfer

 

Private and confidential as detailed here
http://www.sug.com/disclaimers/default.htm#Mail . If you cannot access
hyperlink, please e-mail sender. 

_attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ 


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Re: Task Management Approvals

[Pierson, Shawn]

What I actually ended up doing is basically this:

CHG:Infrastructure Change
Filter 1:  When the right Approval Phase is set(Implementation as well as a 
custom Emergency approval process), push the Infrastructure Change ID, Approval 
Phase Name, Approval Phase (this I actually hardcoded for now to avoid another 
lookup) and Request ID to a custom form.

Custom Form:
This form basically just stores the three fields above, as well as having the 
Status to track whether the approvals have been processed or not, a temporary 
field for the count of Tasks, a temporary field to store the login name of the 
approver, and a table field of the Tasks.  The Tasks table field looks for 
Infrastructure Change ID = RootRequestID and that the Status of the Task = 
Staged to avoid earlier Task phases.
Filter 1:  If the Status = New, get a count of the Tasks related to this CRQ 
with a status of Staged and set it to the Task Count field.
Filter 2:  If the Status = New and the Task Count  1, set the Status to 
None and Goto 999.
Filter 3:  If the Status = New, call a Filter Guide to process the approval 
requests and set Table Loop to All Rows and select the table that stores the 
Task data.
Filter 4:  Once the Guide exits, set the Status to Processed

Filter Guide:
Filter 1:  If Task ID on the table field is not null, do a set fields from 
APR:Approver Lookup using a qualification where the Status is set to Enabled, 
the Approval Phase Names match and the Assignee Group ID from the Task matches 
the ASGRPID field on APR:Approver Lookup.  The field being set is the Approver 
Login ID.
Filter 2:  If the Approver Login ID is not null, do a Run Process with 
something like:  Application-Command Approval Add-Sig  -s CHG:Infrastructure 
Change -e $Change Request ID$ -t $Approval Phase$ -o $Approver Login ID$ 
-1 0  -2 999.  Note that the Approval Phase is not the same as the Approval 
Phase Name, which caused problems for me in the past.

Of course, I left out error handling and such so I could provide a fairly 
concise email, but this is the guts of the customization I did.  I also didn't 
put the fields directly on CHG:Infrastructure Change because I figured using 
filters to push to a custom form would be easier to deal with upgrades and 
patches than customizing, even if it is a little inefficient in comparison.  
Also, I admit that I let the approval engine deal with some of the errors, so 
for example if you have two Tasks with the same Task Assignee Group, rather 
than filtering that out up front I just let the Approval Engine reject it as a 
duplicate.  It would be cleaner to remove the duplicates up front but I threw 
this together in about an hour or two so I haven't come up with all the ways to 
clean it up yet.

My basic goal was to be able to dynamically throw together an ad-hoc CAB from 
the I.T. side to do approvals primarily for the infrastructure groups.  The 
limitation with how the system is configured out of the box is that you either 
need 1) a static group of I.T. approvers that all approve every Change Request, 
which slows things down, or 2) dynamically add approvers based on the Change 
Coordinator Group, Change Manager Group, and Operational/Product 
Categorizations (and any other criteria for more unusual requests.)  The 
limitation with the second option is that it eliminates most of the 
infrastructure and back-office I.T. managers from doing approvals.

Here's a scenario of what this solves:  Let's say I'm a SharePoint developer, 
and I am making an enhancement to SharePoint including adding some new database 
tables, server code, and ODBC client updates.  To implement this, I need to 
create Tasks for the DBA group, the Server Architecture team, the Client 
Architecture team as well as my own team.  By adding approvers to the Change 
Request based on the Task Assignee Group (piggybacking on the same mappings 
used for the Change Coordinator group) I make sure the management of those 
other I.T. groups is represented so that the mini-changes represented by the 
Tasks are accounted for within the audits.

The reason I came to the ARSList is because this seems like something 
incredibly useful for my organization, but I've not heard of anyone doing 
something like this before.  I see that as a sign that either we're completely 
missing the point on using Tasks and doing Change Approvals, or there is some 
other reason this functionality doesn't exist and nobody else is interested in 
it.

Thanks,

Shawn Pierson
Remedy Developer | Energy Transfer

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of ITSM.Support
Sent: Wednesday, July 11, 2012 11:37 AM
To: arslist@ARSLIST.ORG
Subject: Re: Task Management Approvals

**
Hi,

Below steps can be done to achieve this

1) Integrate Approval Engine with TMS:Task
a) Create join of TMS:Task and AP:Detail.
b) Create join of TMS:Task and AP:DetailSignature.
2) Run arjoinfix.exe. (for windows)
3) Configure

Task Management Approvals

[Pierson, Shawn]

Good morning folks,

I'm about to begin working on something and I wanted to run it past you all 
first.  Our problem is that we rely heavily on Tasks for infrastructure groups 
that are part of Change Requests yet approvals for those groups must be done 
manually.  For example, the DBA team works almost exclusively through Tasks 
assigned to them from other groups so without any way of automatically adding 
approvals, their management are left off accidentally.  My plan is to integrate 
Task Management with Approvals to resolve this.  On the Change Management 
level, I have mappings set up to automatically add the supervisor of the Change 
Coordinator group as an Implementation approver.  The goal is to extend that to 
Implementation Tasks as well.

What I'm thinking is that when a Change Request goes to the Scheduled for 
Approval status, pull back the unique list of Assignee Groups for all Tasks 
with a status of Staged into a table, then run through that table and 1) pull 
in the Approval Mappings for Change Coordinator Group, and 2) create an 
approval request for each one that will be related to the CRQ.

Has anyone done something like this before?  Can you think of any drawbacks to 
this design or better ways to do it?  I've already created a custom approval 
phase on Change Management for Tester approval and have it tied to a custom 
Change Tester field populated by the Change Coordinator so that part of the 
equation is very easy.

Thanks,

Shawn Pierson
Remedy Developer | Energy Transfer


Private and confidential as detailed here: 
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Re: SLM 7.6 - Task Management?

[Guillaume Rheault]

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 
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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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Are_
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Private and confidential as detailed 
herehttp://www.sug.com

Re: SLM 7.6 - Task Management?

[Guillaume Rheault]

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.comhttp://www.wwrug.com ARSlist: Where the Answers 
Are_
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Re: SLM 7.6 - Task Management?

[Butera, Joseph]

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.

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Re: SLM 7.6 - Task Management?

[Chowdhury, Tauf]

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_ 

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This e-mail and its attachments may contain Forest Laboratories, Inc. 
proprietary information that is privileged, confidential or subject to 
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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 
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 
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Re: SLM 7.6 - Task Management?

[Pierson, Shawn]

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.comhttp://www.wwrug.com ARSlist: Where the Answers 
Are_
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AW: SLM 7.6 - Task Management?

[Roehr, Mario]

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 tauf.chowdh...@frx.com 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
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Re: SLM 7.6 - Task Management?

[Charles Baldi]

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 tauf.chowdh...@frx.com 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.
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SLM 7.6 - Task Management?

[Chowdhury, Tauf]

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 
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Re: SLM 7.6 - Task Management?

[Weigand, John]

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 
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Re: SLM 7.6 - Task Management?

[John Sundberg]

Funny

Sent from my iPhone

On Apr 13, 2011, at 10:22 AM, Weigand, John john_weig...@bmc.com 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_

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Re: SLM 7.6 - Task Management?

[Chowdhury, Tauf]

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 john_weig...@bmc.com
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_

**
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proprietary information that is privileged, confidential or subject to 
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for delivering this e-mail to the intended recipient, you are hereby notified 
that any dissemination, distribution, copying or action taken in relation to 
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Re: SLM 7.6 - Task Management?

[William Rentfrow]

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 john_weig...@bmc.com
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
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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
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Re: SLM 7.6 - Task Management?

[Chowdhury, Tauf]

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
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for delivering this e-mail to the intended recipient, you are hereby notified 
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Integrating Task Management with Custom Application built on AR Server

[Sweety-3]

Team,

Can some one tell me how to integrate Task Management with custom
applictions which is built on Ar Server platform.Is there any document which
gives the steps to configure custom applications with task management. Also
if someone has done this project please let me know the steps which you
followed.

Please Help me .

Thanks  Regards,
Salma
-- 
View this message in context: 
http://n2.nabble.com/Integrating-Task-Management-with-Custom-Application-built-on-AR-Server-tp4203271p4203271.html
Sent from the ARS (Action Request System) mailing list archive at Nabble.com.

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Task Management

[Duncan McFarlane]

Hi List

ARS 7.1 Patch 007
MS SQL 2005
Windows 2003
ITSM 7.0.2 Patch 005

I was wondering if anyone has set up a task to send an automatic Resolve
Status to the incident after all the tasks of a flow are completed.

I don't really know too much about the ACI and was wondering if that was
something that could be accomplished using that tool with out creating
custom code to do the work.

Duncan

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OT:Suggestions for Tool to automate/document task management workflow

[Payne, George]

Dear Listers,

 

Current Environment:  

ARS 7.0.01 P05 on AIX 5.3

Mid-Tier 7.0.01 P05 on separate AIX 5.3

Oracle 10g Database on a third AIX 5.3

ITSM 7.0.01 P05 - Asset, Change, Incident, Problem, and
Service Level Management

CMDB 2.0.1 not patched

 

My management team is very interested in finding a tool to help with our
implementation of ITIL and Best Practices.  The best possible solution
would help us focus on the Best Practices or Industry Standards for
common tasks such as standing up new servers, decommissioning items
from Data Center and moving items within the data center.  This tool
would help us both document our current workflows (preferably by
loading task group templates that have already been created in Change
Management) and allow us to compare and contrast that to Industry
Standards as well as plan future improvements.

 

Is there anything out there like that already?


Thanks,
Gp

 

 

George Payne

Corporate Applications Developer

Electric Reliability Council of Texas

(512) 248-3940

[EMAIL PROTECTED]

 


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Re: Suggestions for Tool to automate/document task management workflow

[Easter, David]

Since you're already a BMC customer, you may wish to ask this question
of your BCM sales representative.  BMC has several solutions that can
help you on this subject.  Specifically, ask about Service Automation
and Run Book Automation (RBA).   Because they are BMC solutions they
also have the added benefit of leveraging your existing CMDB and ITSM
implementations.
 
-David J. Easter
Sr. Product Manager, Service Management Business Unit
BMC Software, Inc.
 
The opinions, statements, and/or suggested courses of action expressed
in this E-mail do not necessarily reflect those of BMC Software, Inc.
My voluntary participation in this forum is not intended to convey a
role as a spokesperson, liaison or public relations representative for
BMC Software, Inc.



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Payne, George
Sent: Wednesday, February 27, 2008 1:52 PM
To: arslist@ARSLIST.ORG
Subject: OT:Suggestions for Tool to automate/document task management
workflow


** 

Dear Listers,

 

Current Environment:  

ARS 7.0.01 P05 on AIX 5.3

Mid-Tier 7.0.01 P05 on separate AIX 5.3

Oracle 10g Database on a third AIX 5.3

ITSM 7.0.01 P05 - Asset, Change, Incident, Problem, and
Service Level Management

CMDB 2.0.1 not patched

 

My management team is very interested in finding a tool to help with our
implementation of ITIL and Best Practices.  The best possible solution
would help us focus on the Best Practices or Industry Standards for
common tasks such as standing up new servers, decommissioning items
from Data Center and moving items within the data center.  This tool
would help us both document our current workflows (preferably by
loading task group templates that have already been created in Change
Management) and allow us to compare and contrast that to Industry
Standards as well as plan future improvements.

 

Is there anything out there like that already?


Thanks,
Gp

 

 

George Payne

Corporate Applications Developer

Electric Reliability Council of Texas

(512) 248-3940

[EMAIL PROTECTED]

 

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html___ 

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Re: Suggestions for Tool to automate/document task management workflow

[Gidd]

George,
 
Blatant Plug:
 
 
Yes there sure is, it's called [EMAIL PROTECTED] and unlike ISTMx our 
application
works !
While the boyz over an BMC struggle to refine their solution, ours is rock
solid and
we don't charge seat or individual application licenses.
 
Need an ITIL application ? - We are that !
 
Our application is easily 80% Data driven - We do Templates !!
 
Need to Model Facilities in a CMDB ?  - We do that !
 
Need to Model a Telephony system in a CMDB ? - We do that !
 
Need to Model an F15 Tomcat and armaments in a CMDB ? - We do that !
 
Need to graphically display any CI hierarchy in your CMDB (Facilities,
Aircraft, IT assets etc) ? - We do that 
with our own developed Xtreme Asset tool.
 
Need a (RIA) User Friendly interface to allow your customers on create
requests for service - We do that
with our own developed Xtreme Console.  Yes it works on a MAC,  or any
browser and Yes you get the source
code 
 
Need a (RIA) flexible Dashboard interface to graphically depict Metrics in
real-time - We do that 
with our own developed Xtreme Dashboard.
 
Want to PAY extra for your Test Server software  seat licenses - we DON'T
do that !
Want to PAY extra for your support $$$ - we DON'T do that, actually our
support is $25,000 per year 
BECAUSE IT IS A FAIR PRICE !!!  
 
Do you want a solution provider that is interested in your business the way
you do business or
would you prefer to shoe-horn an application that may take you a year to
implement 
 
Visit us and take a look at what we can offer:
 http://www.buoyantsolutions.net/ESS.html
http://www.buoyantsolutions.net/ESS.html
 
 http://www.buoyantsolutions.net/essaw.htm Look at our bundled fixed price
solution that is truly end-to-end and includes full implementation
in 12 weeks or less !  
 
Contact us off list to arrange a convenient webcast to review what we can do
for you today.

 

Regards...Gidd

 
 
 
 

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Payne, George
Sent: Wednesday, February 27, 2008 1:52 PM
To: arslist@ARSLIST.ORG
Subject: OT:Suggestions for Tool to automate/document task management
workflow


** 

Dear Listers,

 

Current Environment:  

ARS 7.0.01 P05 on AIX 5.3

Mid-Tier 7.0.01 P05 on separate AIX 5.3

Oracle 10g Database on a third AIX 5.3

ITSM 7.0.01 P05 - Asset, Change, Incident, Problem, and Service
Level Management

CMDB 2.0.1 not patched

 

My management team is very interested in finding a tool to help with our
implementation of ITIL and Best Practices.  The best possible solution would
help us focus on the Best Practices or Industry Standards for common tasks
such as standing up new servers, decommissioning items from Data Center and
moving items within the data center.  This tool would help us both document
our current workflows (preferably by loading task group templates that
have already been created in Change Management) and allow us to compare and
contrast that to Industry Standards as well as plan future improvements.

 

Is there anything out there like that already?


Thanks,
Gp

 

 

George Payne

Corporate Applications Developer

Electric Reliability Council of Texas

(512) 248-3940

[EMAIL PROTECTED]

 

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Re: Suggestions for Tool to automate/document task management workflow

[Joe DeSouza]

Recently I had Gidd and his colleague David Sanders demo the product to me and 
it does look very impressive. Definitely worth checking out if you aren't 
already committed to implementing ITSM 7 as in if you have already purchased 
ITSM 7...
 
[EMAIL PROTECTED] is everything Gidd says, and most of it resides on the Core 
Remedy AR System Server - so you got to invest very little in other third party 
core technologies to implement it..
 
Besides the functionality and the aesthetic value of their system what I like 
most is the time taken to implement it... With that kind of a timeframe, you do 
not have to be ready to gear for another project to update the system with your 
changing business needs by the time you are ready to deploy your applications.. 
(RANT) which is how Remedy applications 'used' to be...
 
Joe



- Original Message 
From: Gidd [EMAIL PROTECTED]
To: arslist@ARSLIST.ORG
Sent: Wednesday, February 27, 2008 6:17:06 PM
Subject: Re: Suggestions for Tool to automate/document task management workflow

** 
George,
 
Blatant Plug:
 
 
Yes there sure is, it's called [EMAIL PROTECTED] and unlike ISTMx our 
application works !
While the boyz over an BMC struggle to refine their solution, ours is rock 
solid and
we don't charge seat or individual application licenses.
 
Need an ITIL application ? - We are that !
 
Our application is easily 80% Data driven - We do Templates !!
 
Need to Model Facilities in a CMDB ?  - We do that !
 
Need to Model a Telephony system in a CMDB ? - We do that !
 
Need to Model an F15 Tomcat and armaments in a CMDB ? - We do that !
 
Need to graphically display any CI hierarchy in your CMDB (Facilities, 
Aircraft, IT assets etc) ? - We do that 
with our own developed Xtreme Asset tool.
 
Need a (RIA) User Friendly interface to allow your customers on create 
requests for service - We do that
with our own developed Xtreme Console.  Yes it works on a MAC,  or any browser 
and Yes you get the source
code 
 
Need a (RIA) flexible Dashboard interface to graphically depict Metrics in 
real-time - We do that 
with our own developed Xtreme Dashboard.
 
Want to PAY extra for your Test Server software  seat licenses - we DON'T do 
that !
Want to PAY extra for your support $$$ - we DON'T do that, actually our support 
is $25,000 per year 
BECAUSE IT IS A FAIR PRICE !!!  
 
Do you want a solution provider that is interested in your business the way you 
do business or
would you prefer to shoe-horn an application that may take you a year to 
implement 
 
Visit us and take a look at what we can offer:
http://www.buoyantsolutions.net/ESS.html
 
Look at our bundled fixed price solution that is truly end-to-end and includes 
full implementation
in 12 weeks or less !  
 
Contact us off list to arrange a convenient webcast to review what we can do 
for you today.
 
Regards...Gidd
 
 
 
 




From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Payne, George
Sent: Wednesday, February 27, 2008 1:52 PM
To: arslist@ARSLIST.ORG
Subject: OT:Suggestions for Tool to automate/document task management workflow


** 
Dear Listers,
 
Current Environment:  
ARS 7.0.01 P05 on AIX 5.3
Mid-Tier 7.0.01 P05 on separate AIX 5.3
Oracle 10g Database on a third AIX 5.3
ITSM 7.0.01 P05 – Asset, Change, Incident, Problem, and Service 
Level Management
CMDB 2.0.1 not patched
 
My management team is very interested in finding a tool to help with our 
implementation of ITIL and Best Practices.  The best possible solution would 
help us focus on the Best Practices or Industry Standards for “common tasks” 
such as standing up new servers, decommissioning items from Data Center and 
moving items within the data center.  This tool would help us both document our 
current “workflows” (preferably by loading task group templates that have 
already been created in Change Management) and allow us to compare and contrast 
that to Industry Standards as well as plan future improvements.
 
Is there anything out there like that already?

Thanks,
Gp
 
 
George Payne
Corporate Applications Developer
Electric Reliability Council of Texas
(512) 248-3940
[EMAIL PROTECTED]


  

Never miss a thing.  Make Yahoo your home page. 
http://www.yahoo.com/r/hs

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ITSM Service Desk Patches 003 and Incident Task Management

[Terry Bootsma]

List:

For those using/installing localized versions of ITSM 7.0 
(ie. ITSM Incident 7.0.2 and Problem 7.0.2), beware of 
applying patch 003 and/or the Incident Task Management 
Template software (add on) to your environment.  Both 
these versions will remove localized views from various 
forms(in our case, French), when installing these patches. 
Remedy Support has an RFE on this issue.


Before installing these, back up your database and/or 
export all views so that you can recover them after you 
have applied Patch 003 and/or the Incident Task Management 
software.


HTH..

Terry

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