Re: Viewing Tasks in ITSM 7.6

[Pierson, Shawn]

A consultant and I actually made a Task Console and set it up as an option from 
the Landing Console, but for some reason it didn't work right when you saved 
it.  We opened a ticket with BMC support but got nowhere because it was a 
customization or something, even though I believe we were getting CSS or 
JavaScript errors which made me think it was something in the Mid Tier.  We 
dropped it for the time being, and I haven't had time to revisit it in the past 
year, but having higher visibility of Tasks is basically a requirement for our 
users to actually use them.

Thanks,

Shawn Pierson
Remedy Developer | Energy Transfer

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Timothy Powell
Sent: Friday, January 04, 2013 10:14 AM
To: arslist@ARSLIST.ORG
Subject: Re: Viewing Tasks in ITSM 7.6

**
For example, a Service Desk person is likely to just use the Incident Console 
on the Home Page since they don't do Problem or Change Management.  I believe 
there are a few fields available on the specific consoles for each specific 
module that are not available on the Overview Console that some users want.
On that note, I submitted an RFE to BMC in ref to adding tasks to their 
respective parent consoles. Incident Tasks visible on the Incident Console, 
Change Tasks visible on the Change Console, etc. I used those exact points 
(among others) to make my business case. It was turned down. Product Management 
stated that they did not want to invest time into re-doing the application 
consoles and wanted to concentrate on making the Overview Console more robust 
so that it would eventually be the only console anybody used. I didn't totally 
agree with that, but they wouldn't budge. I haven't looked at the 8.0 stuff, 
but I'd be willing to bet that the Overview Console in v8 hasn't been upgraded 
drastically if at all. If somebody on v8 can tell us different, I'd love to 
hear about it.

Maybe if others submitted an RFE along those lines they might give more 
consideration to it. Squeaky wheel and all.

Tim Powell

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Pierson, Shawn
Sent: Friday, January 04, 2013 10:33 AM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Re: Viewing Tasks in ITSM 7.6

**
The solution from Susan Champagne is correct, and I would add for you to change 
the system application preferences record to have that as a default as well 
since it's likely not many users changed their preferences.  Anyone who has 
already set their own preferences will still need it set.

Also, I think there should be a "Task Console" from BMC because a lot of users 
don't use the Overview Console at all.  For example, a Service Desk person is 
likely to just use the Incident Console on the Home Page since they don't do 
Problem or Change Management.  I believe there are a few fields available on 
the specific consoles for each specific module that are not available on the 
Overview Console that some users want.  I mention all of this because there 
really is no way to truly make Tasks completely visible to either the people 
assigned to them or to I.T. management who might be interested in measuring 
metrics.  A policy some organizations make to have Tasks be used effectively is 
to make the owners of the parent requests responsible for Task updates and 
completion.  A Change Coordinator, for example, is a lot like a Project 
Manager.  When the PM assigns out tasks to the person doing the work, there is 
no specific requirement that the person doing the work update the project plan, 
it is the project manager who updates the system when they hear back that the 
person did the work.  In my organization we've found Tasks to be a little too 
hidden to make the Task Assignee completely responsible for them.

Thanks,

Shawn Pierson
Remedy Developer | Energy Transfer

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Brittain, Mark
Sent: Friday, January 04, 2013 8:53 AM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Viewing Tasks in ITSM 7.6

**
Hi All and Happy New Year,

The first question of the year. User A is assigned an Incident, creates a Task 
assigns it to User B. Where would User B see the Tasks assigned to him/her?  I 
don't see the Tasks in the Overview Console. Should they be there or somewhere 
else? Is there a configuration setting that needs to be applied?

ITSM 7.6.04 SP3.

Thanks
Mark

Mark Brittain
Remedy Developer
ITILv3 Foundation
NaviSite - A Time Warner Cable Company
mbritt...@navisite.com<mailto:mbritt...@navisite.com>
Office: 315-453-2912 x5335
Mobile: 315-882.5360



This e-mail is the property of NaviSite, Inc. It is intended only for the 
person or entity to which it is addressed and may contain infor

Re: Viewing Tasks in ITSM 7.6

[Timothy Powell]

For example, a Service Desk person is likely to just use the Incident
Console on the Home Page since they don't do Problem or Change Management.
I believe there are a few fields available on the specific consoles for each
specific module that are not available on the Overview Console that some
users want.  

On that note, I submitted an RFE to BMC in ref to adding tasks to their
respective parent consoles. Incident Tasks visible on the Incident Console,
Change Tasks visible on the Change Console, etc. I used those exact points
(among others) to make my business case. It was turned down. Product
Management stated that they did not want to invest time into re-doing the
application consoles and wanted to concentrate on making the Overview
Console more robust so that it would eventually be the only console anybody
used. I didn't totally agree with that, but they wouldn't budge. I haven't
looked at the 8.0 stuff, but I'd be willing to bet that the Overview Console
in v8 hasn't been upgraded drastically if at all. If somebody on v8 can tell
us different, I'd love to hear about it.

 

Maybe if others submitted an RFE along those lines they might give more
consideration to it. Squeaky wheel and all...

 

Tim Powell

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Pierson, Shawn
Sent: Friday, January 04, 2013 10:33 AM
To: arslist@ARSLIST.ORG
Subject: Re: Viewing Tasks in ITSM 7.6

 

** 

The solution from Susan Champagne is correct, and I would add for you to
change the system application preferences record to have that as a default
as well since it's likely not many users changed their preferences.  Anyone
who has already set their own preferences will still need it set.

 

Also, I think there should be a "Task Console" from BMC because a lot of
users don't use the Overview Console at all.  For example, a Service Desk
person is likely to just use the Incident Console on the Home Page since
they don't do Problem or Change Management.  I believe there are a few
fields available on the specific consoles for each specific module that are
not available on the Overview Console that some users want.  I mention all
of this because there really is no way to truly make Tasks completely
visible to either the people assigned to them or to I.T. management who
might be interested in measuring metrics.  A policy some organizations make
to have Tasks be used effectively is to make the owners of the parent
requests responsible for Task updates and completion.  A Change Coordinator,
for example, is a lot like a Project Manager.  When the PM assigns out tasks
to the person doing the work, there is no specific requirement that the
person doing the work update the project plan, it is the project manager who
updates the system when they hear back that the person did the work.  In my
organization we've found Tasks to be a little too hidden to make the Task
Assignee completely responsible for them.

 

Thanks,

 

Shawn Pierson 

Remedy Developer | Energy Transfer

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Brittain, Mark
Sent: Friday, January 04, 2013 8:53 AM
To: arslist@ARSLIST.ORG
Subject: Viewing Tasks in ITSM 7.6

 

** 

Hi All and Happy New Year,

 

The first question of the year. User A is assigned an Incident, creates a
Task assigns it to User B. Where would User B see the Tasks assigned to
him/her?  I don't see the Tasks in the Overview Console. Should they be
there or somewhere else? Is there a configuration setting that needs to be
applied?

 

ITSM 7.6.04 SP3.

 

Thanks

Mark

 

Mark Brittain

Remedy Developer

ITILv3 Foundation

NaviSite - A Time Warner Cable Company

mbritt...@navisite.com

Office: 315-453-2912 x5335

Mobile: 315-882.5360

 

 

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Re: Viewing Tasks in ITSM 7.6

[Pierson, Shawn]

The solution from Susan Champagne is correct, and I would add for you to change 
the system application preferences record to have that as a default as well 
since it's likely not many users changed their preferences.  Anyone who has 
already set their own preferences will still need it set.

Also, I think there should be a "Task Console" from BMC because a lot of users 
don't use the Overview Console at all.  For example, a Service Desk person is 
likely to just use the Incident Console on the Home Page since they don't do 
Problem or Change Management.  I believe there are a few fields available on 
the specific consoles for each specific module that are not available on the 
Overview Console that some users want.  I mention all of this because there 
really is no way to truly make Tasks completely visible to either the people 
assigned to them or to I.T. management who might be interested in measuring 
metrics.  A policy some organizations make to have Tasks be used effectively is 
to make the owners of the parent requests responsible for Task updates and 
completion.  A Change Coordinator, for example, is a lot like a Project 
Manager.  When the PM assigns out tasks to the person doing the work, there is 
no specific requirement that the person doing the work update the project plan, 
it is the project manager who updates the system when they hear back that the 
person did the work.  In my organization we've found Tasks to be a little too 
hidden to make the Task Assignee completely responsible for them.

Thanks,

Shawn Pierson
Remedy Developer | Energy Transfer

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Brittain, Mark
Sent: Friday, January 04, 2013 8:53 AM
To: arslist@ARSLIST.ORG
Subject: Viewing Tasks in ITSM 7.6

**
Hi All and Happy New Year,

The first question of the year. User A is assigned an Incident, creates a Task 
assigns it to User B. Where would User B see the Tasks assigned to him/her?  I 
don't see the Tasks in the Overview Console. Should they be there or somewhere 
else? Is there a configuration setting that needs to be applied?

ITSM 7.6.04 SP3.

Thanks
Mark

Mark Brittain
Remedy Developer
ITILv3 Foundation
NaviSite - A Time Warner Cable Company
mbritt...@navisite.com<mailto:mbritt...@navisite.com>
Office: 315-453-2912 x5335
Mobile: 315-882.5360



This e-mail is the property of NaviSite, Inc. It is intended only for the 
person or entity to which it is addressed and may contain information that is 
privileged, confidential, or otherwise protected from disclosure. Distribution 
or copying of this e-mail, or the information contained herein, to anyone other 
than the intended recipient is prohibited.
_ARSlist: "Where the Answers Are" and have been for 20 years_

Private and confidential as detailed here: 
http://www.energytransfer.com/mail_disclaimer.aspx .  If you cannot access the 
link, please e-mail sender.

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Re: Viewing Tasks in ITSM 7.6

[Champagne, Susan]

Hi Mark,
Happy New Year to you and all, as well.

If you go to the Application Preferences > Task tab > select Yes for Show Task.

Susan Champagne
Systems Analyst, Information Technology
Health Sciences North/Horizon Santé-Nord
Ramsey Lake Health Centre
Centre de santé du lac Ramsey
41, chemin du lac Ramsey Lake Road
Sudbury ON P3E 5J1
Phone: (705) 523-7100, ext. 3784
E-mail: schampa...@hsnsudbury.ca<mailto:schampa...@hsnsudbury.ca>

For self help, please visit our IT Self 
Help<http://intranet/portal/it/ITSelfHelp/tabid/2036/Default.aspx> page on the 
Intranet Toolbox.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Brittain, Mark
Sent: January 4, 2013 9:53 AM
To: arslist@ARSLIST.ORG
Subject: Viewing Tasks in ITSM 7.6

Hi All and Happy New Year,

The first question of the year. User A is assigned an Incident, creates a Task 
assigns it to User B. Where would User B see the Tasks assigned to him/her?  I 
don't see the Tasks in the Overview Console. Should they be there or somewhere 
else? Is there a configuration setting that needs to be applied?

ITSM 7.6.04 SP3.

Thanks
Mark

Mark Brittain
Remedy Developer
ITILv3 Foundation
NaviSite - A Time Warner Cable Company
mbritt...@navisite.com<mailto:mbritt...@navisite.com>
Office: 315-453-2912 x5335
Mobile: 315-882.5360



This e-mail is the property of NaviSite, Inc. It is intended only for the 
person or entity to which it is addressed and may contain information that is 
privileged, confidential, or otherwise protected from disclosure. Distribution 
or copying of this e-mail, or the information contained herein, to anyone other 
than the intended recipient is prohibited.
_ARSlist: "Where the Answers Are" and have been for 20 years_

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"Where the Answers Are, and have been for 20 years"

Viewing Tasks in ITSM 7.6

[Brittain, Mark]

Hi All and Happy New Year,

The first question of the year. User A is assigned an Incident, creates a Task 
assigns it to User B. Where would User B see the Tasks assigned to him/her?  I 
don't see the Tasks in the Overview Console. Should they be there or somewhere 
else? Is there a configuration setting that needs to be applied?

ITSM 7.6.04 SP3.

Thanks
Mark

Mark Brittain
Remedy Developer
ITILv3 Foundation
NaviSite - A Time Warner Cable Company
mbritt...@navisite.com
Office: 315-453-2912 x5335
Mobile: 315-882.5360



This e-mail is the property of NaviSite, Inc. It is intended only for the 
person or entity to which it is addressed and may contain information that is 
privileged, confidential, or otherwise protected from disclosure. Distribution 
or copying of this e-mail, or the information contained herein, to anyone other 
than the intended recipient is prohibited.

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"Where the Answers Are, and have been for 20 years"