Thanks for the replies guys.
This does not happen too often (once every few months) but on this occasion it
was twice in the same day. Unfortunately turning on the logs was not an option
as the hammering was finished by the time I was made aware.
But I will have a look at the forms mentioned to
Hi Guys,
We had a few blips in performance today and I suspect that someone was running
a 'bad' report from within Remedy. Is there any way to tell what reports are
being ran and by which users?
Thanks
T
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Hi Guys,
When a new incident is created a "CustomerReceiptConfirmation" email is sent to
the end customer. I have been asked a few times now why it is not possible by
default to add additional people to this email and I don't have a good answer.
The use cases are usually based around two scena
We have something similar implemented and the Pulse article is a great example
of how to do it. However our users still complain at having to select a
template - which is necessary to select the custom flow. This is particularly
annoying when you are raising a related request from an incident as
Thanks Shawn,
It seems we are both heading in the same direction, you are just further down
the road.
I will download the latest SmartIT version and give it a go - but from looking
at the BMC trail website I am not convinced it will fit our needs. Possibly
enough functionality for a trial like
Thanks John - that would be a great option but I think it would be a bit of
overkill for the amount of users we need the mobile option for.
I was hoping BMC had an OOTB offering for support staff using mobiles that
allowed for the majority of the most basic actions.
Tony
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Thanks Tauf,
I had looked at the Smart IT offering but based on the BMC trial site it looked
like users only have access to a very stripped back version of the ITSM
applications. On first view it appears to be aimed at end users rather than
support staff - which is understandable.
I need user
Hi Guys,
We currently have the ITSM 8.1 suite - could move to 9.0 later this year. I am
looking at possible solutions to allow our on site engineers to pick up and
update their ITSM tickets while on the move i.e mobile devices.
Looking at SRM and MyIT they seem to be more suitable for end users
Hi Guys,
We have a requirement to configure a service target goal as the end of the Next
Business day. So when a call is logged the target fix time should be the end
of the next business day.
The Service Targets seem geared to a set amount of time and I cannot see a way
of doing this except m
Hi James,
You are correct. Complete egg on my face.
I duplicated data from another field when I was testing and then got the two of
the mixed up when I was reviewing.
I will put it down to wishful thinking and rushed testing. Time to go home for
the day.
T
Thanks Kiran,
Thanks for the reply.
I just ran a very quick test and found that if I:
- Delete the Drop Down field
- Create a new Character field with the same database ID
- Save the form
The new field still has all the data - without having to export / import the
data. This would be great as
Hi Guys,
I have a number of custom drop down menu fields on the CHG:Infrastructure
Change form that I want to convert to be data driven menus. They are changing
regularly and this would allow much better control.
The plan is to:
Export field data and unique identifier to a arx file.
Delete fie
Thanks for the tips. My users are sick of hearing me tell them to clear their
cahce, its the new Switch it Off Switch it On line.
Not many of my users left on IE 8 at this stage and no chance of them
reverting, I am having trouble telling them not to go to IE 11.
Out of interest at what stage
We are also consistently having this issue with it getting much worse with the
move from 7.6 – 8.1, although this would also be in line with users moving from
IE 8 to v9 or v10. As others have mentioned some people get it consistently
while others never get it. I have been unable to identify an
Thanks Jason. We want to display Incident and Change data. For some of our
companies it is only the manager that needs access to the info but for others
we want to encourage individual users to logon to the portal to report issues,
get updates etc – in turn reducing calls to our desk. We have
Hi,
We are a Managed Services Provider so at any one time we have 150 + companies
who each have their own staff coming and going. Potentially any of these
customers end users could call our hotline to log a fault. For obivous reasons
it is impractical for us to try and maintain a database of p
Cheers guys,
The scenario I have is that end users without Login Ids call our service desk
to report incidents. We have enabled the feature to "create service request on
logging" - the idea being that all incidents and changes would have Service
Requests allowing particular customer Managers t
Thanks for the reply Joe.
We have a custom utility that the users can use to self-register when they go
to our portal for the first time. Like you describe, it creates a people and
user account with the correct permissions depending on what we have setup for
that customer.
The issue is when n
Thanks for the reply Jason,
I probably should have mentioned that I work for a Managed Services company so
not all our customers would have access to SRM and we would get new users
calling us every day - so we can't link to AD or anything like that to ensure
everyone already has an account. So
Hi Guys,
We have a customer who has a few managers that use the SRM Request portal to
submit/view requests and also view tickets raised by other users via the
Busniess manager console.
Not all of this customers users have login Ids for Remedy. 90% submit calls
via phone and only a select few
That's great lads, thanks very much for all the advice.
I never knew those Global Fields existed so that will make it easier for me.
I'm thinking of just doing it on the Service Resquest Console form to start
with as that is the main area we are interested in.
Tony
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Hi Guys,
Thanks a million for all the feedback; I am not the first person to hit this
requirement then. Looks like there are a few different approaches we can take,
most of which will require customisations. I am surprised/disappointed that
Remedy doesn’t store a user’s last login time OOTB.
Hi Guys,
Is there a way to determine when a user last logged into Remedy/ITSM without
having to enable the user logs. Basically I want to identify any user accounts
that have not logged into Remedy in X months.
We have a multi-tenant ITSM 8.1 environment and do not have full control of our
us
Our dev environment took up to 9 hrs to upgrade ITSM the first time - we do not
have a lot of records. This was reduced by an hour by following the
reccomendations in the docs I.e deleting unnecessary records, making dB
changes, other at system tweaks detailed. If u really want to reduce the tim
Thanks for the response Pallavi.
We have applied KA362395 which puts SLM:EventSchedule:TAD_PollingEscalation in
its own escalation pool and it looks to be processing the events from the
SLM:EventSchedule form now. Althought the test will be in the moring when the
most users are online.
I just
It looks like we have a backlog of records in the SLM:EventSchedule form which
are not all being progressed by SLM:EventSchedule:TAD_PollingEscalation
correctly
Some of these are just backed up from today but there are a few hundred which
have SLA_Time Scheduled dates in the past (up to a year
Hi Guys,
From mid afternoon on our Remedy ITSM 7.6.04 Sp2 environment users started to
notice that the search screens were not as colourful, all the calls were grey
instead of the usual green/red colour and the SLM real time Status field was
blank.
We had a look and can see that the SVTs are a
So so simple - I just assumed it would be more complicated.
Thank-you very much.
Tony
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"Where the Answers Are, and have been for 20 years"
Hi Guys,
I have a requirement to include Draft changes in the various console tables
when refering to Open Chanegs.
For the Change Console - I changed the queries in SYS:Predefined Queries.
For the Overview Console - I changed the queries in SYS:Status Query Rules.
Does anyone know where I can
Thanks for that Peter.
That is a useful work around we can use for now.
Cheers
Tony
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"Where the Answers Are, and have been for 20 years"
Hi Guys,
Hopefully a simple one here.
If we set a people record 'Profile Status' to Obsolete or Delete users can
still select this person in the Incident/Change modules.
I have seen it written in previous posts that this field is only a marker and
does not affect the record, but I have not se
Hi marcelo,
Again that sounds like an issue in the Application Preferences form user
settings. If they have the incident 'Role' field set to "Owner Group" they
will see all the calls, if they change that to "Assigned Group" then they
should only see those calls assiged to their group. It wor
We had an issue like that Marcelo,
It was a while ago but I am pretty sure it was becasue of an issue with
Application Preferences. For the affected users go to Application Preferences
- Incident Management tab, under the overview colsole section look at the Role
field and see if it is set to
Thanks Natalie,
Good to know that it is not just me that this bugs.
Some of our users top gripes:
1) The layout of the fields are different in the modules. Eg. in Incident the
order of three fields is Notes, Template, Summary but in change it is Template,
Summary, Notes. In change you select Ty
Hi Patrick,
We started on 7.6.04 so not familar with anything older and it was indeed the
same on 7.6.04 but it was not as noticible to the end users as they could not
click on the labels to populate the advanced search query then, as the fields
where displayed in a pop up wondow.
I guess I can
Hi Guys,
Time to let off some steam.
Just having a look a the classification tab that has been added to the Best
Practice View of Incidents in 8.1.
For the Operational Categorization Tier 1 - 3 and Product categorization Tier
1-3 fields the display labels of the fields have been hidden behind ot
If you buy me a pint of the black stuff we can maybe call it even...
:)
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"Where the Answers Are, and have been for 20 years"
To update, we rolled back to a pre ITSM install snapshot and retried the
install only selecting this time to only upgrade the Asset application.
But again it failed with the same error.
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Thanks for the replies guys.
That utility is built into the developer studio in 8.1 now and is indeed very
handy when converting to granular overlays.
What would be awesome would be if anything added/modified was a different
colour, anything removed was faded etc or something along those lines,
Thanks for that David,
The new granular overlays are a great step forward and should make
upgrading/patching even easier in the future.
In this case my reason for wanting to do the re-engineering at a later date is
that we are considering doing an in-place upgrade. So if we can leave our
overw
Hi Guys,
Is there a specific reason you should re-engineer overlays with granular
overlays before upgrading applications?
We have a 7.6.04 SP2 ITSM install (windows/SQL) on which we have implemented
some customisations using the object overlay method available in 7.6.
These are mostly basic cu
I agree, thank you for the response and the time and effort involved Doug.
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Hi Claire,
What I find hard to exlain to management is why a floating write licence is
consumed by someone who does not need a write licence. The users only need a
read access to see what calls they have assigned to them but yet a floating
write license is 'reserved'.
The way it was explained
Hi Folks,
I have a strange issue I cannot get to the bottom of.
We have a AR System, ITSM 7.6 SP2 environment with 2 servers in a Server group
(SG1 & SG2). We have 2 mid tier servers (MT1 & MT2) each pointing at different
SG servers.
When I connect via MT1 which connects to SG1 server everyt
Hi Guys,
This is what i eventually did.
Looking at the plugin logs I could see it is only searching using the first
configuration and when the user is not found using that search it fails. I
couldn't get a fix to make it do multiple searches so we rearanged the AD tree
structure and raised t
Thanks for the reply John,
I have to wait until I am outside core hours before I can restart anything
again but I will try restarting only the arplugin this time, thanks.
By OU I mean Organizational Units so yes different sub-trees. Unfortunately I
can’t use the parent as the base DN and sear
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