When I say users, I mean remedy users. That's the support staff.
Currently to start an initiator script they click on the menu, and the
sript selector opens. They can select an script and edit the text. But they
can't see the attachments.
Thanks,
Jose Manuel Huerta
http://theremedyforit.com/
Jose,
This won't solve your dilemma with the initiator script but I've noticed a
trend of users moving away from this functionality and going more towards
using a KMS whether it be RKM or some other knowledge management tool. The
attachment and even the script you're talking about is really just a
My intention is to add some kind of technical instruction to the script.
Thus the service desk staff can follow it before escalating the incident to
second layer.
Don't know if it's the best option, but it's the one i'm exploring right
now.
Thanks again!
Jose Manuel Huerta
Jose,
The best way to provide technical instructions to service desk is through
RKM. If you have a well managed Product and operational categorization in
your system, the associated RKM articles will show after the incident is
created and they can take advantage of that. Using RKM helps you have
...@theremedyforit.com
To: arslist arslist@ARSLIST.ORG
Sent: Sat, Sep 29, 2012 3:48 pm
Subject: Question about incident scripts
**Hi listers,
I have, what I think, a very silly question. How can users access to the
attachments of an script?
When you create an incident script you can attach some
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