Barring any development, Business Hours for a group are not taken into account
for group assignment.
And yes, it will be assigned to this group - as long as it would have normally
been assigned to this group within normal support hours. In the Incident Log
however, while the 'Actual Duration'
Ricki - The requester console status is mapped to the incident's Stage.
Below are the mappings I had to determine on my own. Below is the Service
Request Status and to the right of the = is the Incident Stage
N/A = Identification Recording
In Process = Investigation Diagnosis
Staged =
My guess is that BMC is saying it's by design because for us, our
orphaned tasks remain open. So they must have at least fixed them in a
later patch so that they are Closed.
We're currently on -
AR Server version and patch:7.0.01 patch 005
AR User version and patch: 7.0.01 patch 002
Change
Mike, Ad Hoc Approvers are supposed to receive notifications OOB. These
did not work for us until we upgraded from ARS 7.0.01 Patch 2 to Patch
5. Not sure specifically which Patch (3, 4, 5) fixed it though.
Greg Orndorff
Pegasus Solutions, Inc.
-Original Message-
From: Action Request
Elinore - Another option (probably not the one you're looking for
though) is to have the customer submit a work info entry from the
request letting the Assignee know to go ahead and close the
Request/Incident.
Greg
-Original Message-
From: Action Request System discussion list(ARSList)
I've checked many Incidents on our system (ITSM 7.0.01.002) and see they
match up as they're supposed to. The only thing was that it didn't
always catch the Customer Communication entry that states the Incident
was created from the Requester Console.
- Greg
-Original Message-
From:
http://www.bmcuserworld.com/scheduler/login.do
- Greg
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Ken Paris
Sent: Monday, September 11, 2006 11:22 AM
To: arslist@ARSLIST.ORG
Subject: On-line presentations from BMC
l again. Sometimes systems get really
confused if you don't restart between an uninstall and an install.
James McKenzie
From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of
Orndorff, Greg Sent: Thursday, August
**
Joe and Lars - Thanks for responding. I'm the user
and have 'God' permissions. This application is out of the box with all
the forms and workflow already created by BMC. We have not changed
anything; we're just using/testing the application. I should have stated
that my question is
From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of
Orndorff, Greg Sent: Thursday, August 31, 2006 3:30
PM To: arslist@ARSLIST.ORG Subject: Re: ITSM 7 SRM Error
** Joe and Lars - Thanks for
responding. I'm the user and have
Rick - how do you know that training for ITSM won't be available until
late September-ish? Did you hear this from BMC? All I've been able to
get out of them is that training is coming soon. Does anyone out
there know when training will be available (either WBT or in-person) for
ITSM and/or
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