There are a few known issues related to the re-open functionality.
What I am trying to do should be very simple - but I cannot get around and
fully understand how the out-of-the-box functionality is working. The client
have added a few more fields to the HPD:Helpdesk. When using the
Hello All,
We are working on requirement about integrating IVR with ITSM . Does
anybody has any document which could be helpfull for us during the
implementation ?
As per my understanding Avaya has it's own API which can push data into
either staging form or Hpd:help Deks form ? Please correct
**
You could configure SLM (Service Level Management) Agreements Targets which would give you the capability to monitor this at a per-ticket and per-group basis (including taking into account "pending" time). This information would then be in the SLM:Measurement table.See the online BMC
Following versions of ITSM are supported with BPPM 9.5 for all the below
mentioned integrations:
1) 7.6.04 SP4
2) 8.0 latest patch
3) 8.1 and 8.1 SP1
Integrations:
a. Incident- BPPM (IBRSD)
b. Atrium-BPPM (Service Modelling)
c. Change - BPPM
Abhijeet
The
Hi,
Thanks for response. So does that mean Total Time Spent is not the field which
holds data from Incident creation, till current time.
Then how can I calculate Toatl Time Spent ?
Regards
Neha Khandelwal
___
Neha, are you just looking for the field which holds data from Incident
creation, till current time? I don't know if there is such a field but if
that is truly what you are after someone more knowledgeable than I can
probably answer that question.
-Rick
On Nov 21, 2013 5:29 AM, Roger Justice
How do I delete Bulk Inventory CI's? Our Asset Manager didn't really know what
he was doing, and we need to start from scratch for Bulk Inventory items.
Problem is, when I try to delete a bulk inventory CI, it says it's related to a
location, so can't be deleted. I can't seem to unrelate it
You should be able to just delete these records out of the Bulk Inventory class
itself. Workflow behind the scenes cleans the rest of the house so to say.
When using the manage bulk inventory console, when the items reach zero, OOB
workflow is in place that should automatically remove the bulk
Hi Mark,
Might you have any double-quotes anywhere, such as business services,
categorizations or any of the other copied fields? If so, see defect SW00447209
which appears to have been corrected with SP4.
- Dave
From: Action Request System discussion list(ARSList)
This is an active link thing. Likely a change field got disabled. In studio,
the phone number is displayed on top. So it sounds like there is an active link
that is not making the phone number hidden and the Incident # visible. Look for
the active link that makes Company, Customer and Contact
Hi All,
I want to add move menu choices on the Work Info Type menu. On the Incident
(HPD:Help Desk) the Work Info Type is a selection field with 18 selection
values. On the HPD:WorkLog there is a matching selection field with the same
values. So it appears that all I have to do is update the
Hi Neha
Maybe this link will help. It really depends on your exact requirement.
This HPD:Help Desk Assignment Log form captures how long the Incident was
assigned for each support group/assignee
Here is a link to a previous discussion on this form:
Andrey
For a Windows server
1. Login to the Virtual Server
2. Open the Properties of the Network adapter listed in Device Manager.
3. Select the Advanced Tab
4. In the Property list, select NetworkAddress
5. By default, the Value field is empty and Not Present is selected.
Enter the MAC
What type of integration are you asking for?
Examples
When a call comes in and is answered by a rep are you looking to pop the
screen of the rep with the caller's information?
After the call is complete do you wish to add data to the ticket about call
timing?
Do you want the ability for
This is a manual entry since there is no way to do an automatic capture of time
that an Incident is being worked. A support person can open an Incident which
can start a clock and leave the Incident open for multiple hours while doing
other Incidents and then close the incident without
Abhijeet,
Thank you. Do you know when the official document will be released on this?
Howard
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Gadgil, Abhijeet
Sent: Thursday, November 21, 2013 3:04 PM
To: arslist@ARSLIST.ORG
Subject: Re: [arslist]
Hello Mark,
I not understand out how to enter the information into the text field in append
mode.
After capturing the timestamp information and user i must set (push) data in
append mode in a text field. Is this possible? how can I do?
The append mode is active on a type diary field , as I
**
Hello again:
I received zero feedback on this one, but I thought I would let you know how I have decided to proceed.
In ITSM you have the ability to create "Unavailability" records associated with the CI's affected by a change or incident. In the Unavailability record, you can indicate
Another weird thing is if you bring a new incident up within the User Tool the
Incident ID field displays the Incident ID numberThought it might be a
cache issue... have flushed both server and local caches and still via the Mid
Tier it's displaying the phone Number. our other
Hello,
Column Technical Services is presently looking for a Remedy Developer for a
very long term contract in Washington DC (onsite). Experience with versions
7.6+ required. Please apply if interested in hearing more. We need someone
immediately, so don't hesitate to call me. Please contact me
As I stated BMC engineering has not added this capability since it is not
possible to calculate the total time spent unless the process you implement
insures that every time the Incident is worked on is manually captured by the
support analyst.
-Original Message-
From: Neha
Hi Amit,
Can you please explain what is your exact requirement.
I have done an integration where once end your enters his employee id on IVR an
URL generated (passing empID in URL) which essentially load the Incident form
in new mode with all the customer details.
BR,
Vishwa
BPA, CSC
HAVE A
Hi,
Thanks a lot for your valuable responses.
My purpose is to provide Time spent on an open ticket till now, and show this
data in report through BMC Analytics.
While browing Incident class of BMC Analytics, I found there are some measures
like this-
1. Age of Incident (minute)
2. Age of
Hi List,
Again I need your assistance for below issue.
I need to calculate Total Time Spent in an incident. I found existing field
Total_Time_Spent in HPD:Help Desk form. Looking into the associated active
links and filters, I am not able to find, if this is the field Ia m looking for.
Can
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