All, I confirmed this issue with BMC and they submitted a Defect ticket on this issue. Hopefully they will resolve this issue hopefully in the next release and/or patch for ITSM 7.5.
From: Bilinski, John [mailto:[email protected]] Sent: Wednesday, June 10, 2009 12:59 PM To: [email protected] Cc: Begosh, Kevin Subject: Qualification Anomaly discovered in Operational/Product Tiered Menus for Incident Managment 7.5. All, I wanted to make everyone aware of an anomaly I found with the menu qualifications in the the Operational/Product tiered menus attached to the HPD:HelpDesk form in Incident Mgt v7.5.01. The qualifications, used in the Incident Mgt v7.5 menus to pull in the menu values from Company Module Relationship Config dialog forms for both the Operational and Product categorizations are different from the Incident Mgt 7.1 versions of the same menus (they are even the same name). The qualifications found in the v7.5 menus disables the functionality offered by the checkboxes under the support modules (User Service Restoration, Infrastructure Event etc....) on the Company/Module Relationship configuration forms for displaying or hiding Categorizations based on Incident type field on the Incident form. NOTE: I have not compared the menu qualifications for Change and Problem Mgt menus yet. Has anyone else seen this behavior with ITSM patch 7.5.01? And if so have you put in a request for this to be fixed in the next patch for Remedy 7.5? Below is a side by side comparison of the menu qualifications from both 7.1 and 7.5. Notice that dynamic field values from the Configuration forms (ex. $1000000000001$) are used in the version 7.1 menus allowing for the menu to cross check to allow the Categorizations to display or hide: Operational Tiered Menus Primary Form: HPD:HelpDesk Secondary From: CFG:Service Catalog LookUp Operational Tier 1 Menu - CFG:CTL:S1-HPD-Q (ITSM 7.5.01) Qualification (7.5): ((('Status-CAT' = "Enabled") AND ('Status-CTA' = "Enabled")) AND (((('Company' = $Company$) OR ('Company' = "- Global -")) AND ($Company$ != $NULL$)) OR ($Company$ = " "))) AND (((((($Service Type$ = "User Service Request") AND ('Request Selection' = "Yes")) OR (($Service Type$ = "User Service Restoration") AND ('Service Restoration Selection' = "Yes"))) OR (($Service Type$ = "Infrastructure Restoration") AND ('Infra Restoration Selection' = "Yes"))) OR (($Service Type$ = "Infrastructure Event") AND ('Infra Event Selection' = "Yes"))) OR (($Service Type$ = $NULL$) AND ('Help Desk Selection' = "Yes"))) Qualification (7.1): ( 'Status-CAT' = "Enabled") AND ( 'Status-CTA' = "Enabled") AND (((( 'Company' = $1000000001$) OR ( 'Company' = "- Global -" )) AND ($1000000001$ != $NULL$ )) OR ($1000000001$ = " " )) AND ((($1000000099$ = "User Service Request") AND ( 'Request Selection' = "Yes")) OR (($1000000099$ = "User Service Restoration") AND ( 'Service Restoration Selection' = "Yes")) OR (($1000000099$ = "Infrastructure Restoration") AND ( 'Infra Restoration Selection' = "Yes")) OR (($1000000099$ = "Infrastructure Event") AND ( 'Infra Event Selection' = "Yes")) OR (($1000000099$ = $NULL$ ) AND ( 'Help Desk Selection' = "Yes"))) Operational Tier 2 Menu - CFG:CTL:S2-HPD-Q (ITSM 7.5.01) Qualification (7.5): ((((('Status-CAT' = "Enabled") AND ('Status-CTA' = "Enabled")) AND (((('Company' = $Company$) OR ('Company' = "- Global -")) AND ($Company$ != $NULL$)) OR ($Company$ = " "))) AND (((((($Service Type$ = "User Service Request") AND ('Request Selection' = "Yes")) OR (($Service Type$ = "User Service Restoration") AND ('Service Restoration Selection' = "Yes"))) OR (($Service Type$ = "Infrastructure Restoration") AND ('Infra Restoration Selection' = "Yes"))) OR (($Service Type$ = "Infrastructure Event") AND ('Infra Event Selection' = "Yes"))) OR (($Service Type$ = $NULL$) AND ('Help Desk Selection' = "Yes")))) AND ('Categorization Tier 1' = $Categorization Tier 1$)) AND ('Categorization Tier 2' != $NULL$) Qualification (7.1): ( 'Status-CAT' = "Enabled") AND ( 'Status-CTA' = "Enabled") AND (((( 'Company' = $1000000001$) OR ( 'Company' = "- Global -" )) AND ($1000000001$ != $NULL$ )) OR ($1000000001$ = " " )) AND ((($1000000099$ = "User Service Request") AND ( 'Request Selection' = "Yes")) OR (($1000000099$ = "User Service Restoration") AND ( 'Service Restoration Selection' = "Yes")) OR (($1000000099$ = "Infrastructure Restoration") AND ( 'Infra Restoration Selection' = "Yes")) OR (($1000000099$ = "Infrastructure Event") AND ( 'Infra Event Selection' = "Yes")) OR (($1000000099$ = $NULL$ ) AND ( 'Help Desk Selection' = "Yes"))) AND ( 'Categorization Tier 1' = $1000000063$) AND ( 'Categorization Tier 2' != $NULL$ ) Operational Tier 3 Menu - CFG:CTL:S3-HPD-Q Qualification (7.5): (((((('Status-CAT' = "Enabled") AND ('Status-CTA' = "Enabled")) AND (((('Company' = $Company$) OR ('Company' = "- Global -")) AND ($Company$ != $NULL$)) OR ($Company$ = " "))) AND (((((($Service Type$ = "User Service Request") AND ('Request Selection' = "Yes")) OR (($Service Type$ = "User Service Restoration") AND ('Service Restoration Selection' = "Yes"))) OR (($Service Type$ = "Infrastructure Restoration") AND ('Infra Restoration Selection' = "Yes"))) OR (($Service Type$ = "Infrastructure Event") AND ('Infra Event Selection' = "Yes"))) OR (($Service Type$ = $NULL$) AND ('Help Desk Selection' = "Yes")))) AND ('Categorization Tier 1' = $Categorization Tier 1$)) AND ('Categorization Tier 2' = $Categorization Tier 2$)) AND ('Categorization Tier 3' != $NULL$) Qualification (7.1): ( 'Status-CAT' = "Enabled") AND ( 'Status-CTA' = "Enabled") AND (((( 'Company' = $1000000001$) OR ( 'Company' = "- Global -" )) AND ($1000000001$ != $NULL$ )) OR ($1000000001$ = " " )) AND ((($1000000099$ = "User Service Request") AND ( 'Request Selection' = "Yes")) OR (($1000000099$ = "User Service Restoration") AND ( 'Service Restoration Selection' = "Yes")) OR (($1000000099$ = "Infrastructure Restoration") AND ( 'Infra Restoration Selection' = "Yes")) OR (($1000000099$ = "Infrastructure Event") AND ( 'Infra Event Selection' = "Yes")) OR (($1000000099$ = $NULL$ ) AND ( 'Help Desk Selection' = "Yes"))) AND ( 'Categorization Tier 1' = $1000000063$) AND ( 'Categorization Tier 2' = $1000000064$) AND ( 'Categorization Tier 3' != $NULL$ ); Product Tiered Menus Primary Form: HPD:HelpDesk Secondary Form: PCT:ProductCompanyAssocLookup Product Tier 1 Menu - PCT:PDL:HPD-P1-Q Qualification (7.5): ((('Status-PDC' = "Enabled") AND ('Status-PDA' = "Enabled")) AND (((('Company' = $Company$) OR ('Company' = "- Global -")) AND ($Company$ != $NULL$)) OR ($Company$ = " "))) AND (((((($Service Type$ = "User Service Request") AND ('Request Selection' = "Yes")) OR (($Service Type$ = "User Service Restoration") AND ('Service Restoration Selection' = "Yes"))) OR (($Service Type$ = "Infrastructure Restoration") AND ('Infra Restoration Selection' = "Yes"))) OR (($Service Type$ = "Infrastructure Event") AND ('Infra Event Selection' = "Yes"))) OR (($Service Type$ = $NULL$) AND ('Help Desk Selection' = "Yes"))) Qualification (7.1): ( 'Status-PDC' = "Enabled") AND ( 'Status-PDA' = "Enabled") AND (((( 'Company' = $1000000001$) OR ( 'Company' = "- Global -" )) AND ($1000000001$ != $NULL$ )) OR ($1000000001$ = " " )) AND ((($1000000099$ = "User Service Request") AND ( 'Request Selection' = "Yes")) OR (($1000000099$ = "User Service Restoration") AND ( 'Service Restoration Selection' = "Yes")) OR (($1000000099$ = "Infrastructure Restoration") AND ( 'Infra Restoration Selection' = "Yes")) OR (($1000000099$ = "Infrastructure Event") AND ( 'Infra Event Selection' = "Yes")) OR (($1000000099$ = $NULL$ ) AND ( 'Help Desk Selection' = "Yes"))) Product Tier 2 Menu - PCT:PDL:HPD-P2-Q (ITSM 7.5.01) Qualification (7.5): ((('Status-PDC' = "Enabled") AND ('Status-PDA' = "Enabled")) AND (((('Company' = $Company$) OR ('Company' = "- Global -")) AND ($Company$ != $NULL$)) OR ($Company$ = " "))) AND (((((($Service Type$ = "User Service Request") AND ('Request Selection' = "Yes")) OR (($Service Type$ = "User Service Restoration") AND ('Service Restoration Selection' = "Yes"))) OR (($Service Type$ = "Infrastructure Restoration") AND ('Infra Restoration Selection' = "Yes"))) OR (($Service Type$ = "Infrastructure Event") AND ('Infra Event Selection' = "Yes"))) OR (($Service Type$ = $NULL$) AND ('Help Desk Selection' = "Yes"))) Qualification (7.1): ( 'Status-PDC' = "Enabled") AND ( 'Status-PDA' = "Enabled") AND (((( 'Company' = $1000000001$) OR ( 'Company' = "- Global -" )) AND ($1000000001$ != $NULL$ )) OR ($1000000001$ = " " )) AND ((($1000000099$ = "User Service Request") AND ( 'Request Selection' = "Yes")) OR (($1000000099$ = "User Service Restoration") AND ( 'Service Restoration Selection' = "Yes")) OR (($1000000099$ = "Infrastructure Restoration") AND ( 'Infra Restoration Selection' = "Yes")) OR (($1000000099$ = "Infrastructure Event") AND ( 'Infra Event Selection' = "Yes")) OR (($1000000099$ = $NULL$ ) AND ( 'Help Desk Selection' = "Yes"))) AND ( 'Product Categorization Tier 1' = $200000003$) Product Tier 3 Menu - PCT:PDL:HPD-P3-Q (ITSM 7.5.01) Qualification (7.5): ((((('Status-PDC' = "Enabled") AND ('Status-PDA' = "Enabled")) AND (((('Company' = $Company$) OR ('Company' = "- Global -")) AND ($Company$ != $NULL$)) OR ($Company$ = " "))) AND (((((($Service Type$ = "User Service Request") AND ('Request Selection' = "Yes")) OR (($Service Type$ = "User Service Restoration") AND ('Service Restoration Selection' = "Yes"))) OR (($Service Type$ = "Infrastructure Restoration") AND ('Infra Restoration Selection' = "Yes"))) OR (($Service Type$ = "Infrastructure Event") AND ('Infra Event Selection' = "Yes"))) OR (($Service Type$ = $NULL$) AND ('Help Desk Selection' = "Yes")))) AND ('Product Categorization Tier 1' = $Product Categorization Tier 1$)) AND ('Product Categorization Tier 2' = $Product Categorization Tier 2$) Qualification (7.1): ( 'Status-PDC' = "Enabled") AND ( 'Status-PDA' = "Enabled") AND (((( 'Company' = $1000000001$) OR ( 'Company' = "- Global -" )) AND ($1000000001$ != $NULL$ )) OR ($1000000001$ = " " )) AND ((($1000000099$ = "User Service Request") AND ( 'Request Selection' = "Yes")) OR (($1000000099$ = "User Service Restoration") AND ( 'Service Restoration Selection' = "Yes")) OR (($1000000099$ = "Infrastructure Restoration") AND ( 'Infra Restoration Selection' = "Yes")) OR (($1000000099$ = "Infrastructure Event") AND ( 'Infra Event Selection' = "Yes")) OR (($1000000099$ = $NULL$ ) AND ( 'Help Desk Selection' = "Yes"))) AND ( 'Product Categorization Tier 1' = $200000003$) AND ( 'Product Categorization Tier 2' = $200000004$) Thanks to Kevin Begosh for the 7.1 menu qualifications. _Platinum Sponsor: [email protected] ARSlist: "Where the Answers Are"_ _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:[email protected] ARSlist: "Where the Answers Are"
