Background -
System Apps - ITSM 7.003 patch 7 ootb
Forms - HPD:Help Desk, HPD:IncidentInterface_Create, PBM:Problem Investigation
Fields - Status Database ID 7, Priority Database ID 1000000164
Issue - Attributes tab, ID Enumeration is set default (Linear, 0,1,2,3 etc)
Yet the field Urgency Database ID 1000000162, on the same set of forms, is set
to ID Enumeration Custom with 1000,2000,3000, etc !!
Furthermore, on the form SRM:Request the Status field (Database ID 7) is set
with the ID Enumeration Custom with 1000,2000,3000, etc !!
Where is the consistency?
Why is the ID Enumeration for Status and Priority fields not set to Custom i.e.
1000,2000,3000,4000 etc?
Results - I have attempted to set these "Shared" fields on the above mentioned
forms to custom enumeration 1000,2000.3000, however there is freakin workflow
with hard coded qualifications. Once I made the changes on these forms, freakin
workflow bombed... (I have only found 4 filters so far, but I can only guess
how many there are...)
I know about 2 years from now, when the ITSM 7 system is up and running with
out any issues (wink wink), there will be a mandate from the powers that be to
add another STATUS or PRIORTY value, and they will ask WHY is it after CLOSED?
It should be in the middle!
Should I at that point, tell them to talk to BMC?
WHERE IS THE CUSTOMIZATION!!!!
Kevin P.
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