Susan: We use Best Practices view here, so I'm not all that familiar with Classic View. I took some screen shots of the different tabs in Classic View way back when we were first evaluating ITSM and I remember Classic View had a couple of extra dropdowns that I thought would be useful during resolution, but that's about it. I don't know the exact form name, but what you describe sounds like where we find the Duplicate of and Original of relationships, too. We go to the Relationships tab on an Incident ticket, set a dropdown in which we say we want to search Incidents, enter our search terms (sometimes having to use the advanced search window), then when we've found the Incident we want to relate, highlight it, and there is a dropdown box for relationships in which the Duplicate of and Original of options appear. We pick the option we want in that dropdown and click Relate.
So unless someone else here on the List has experience with the 7.6.04 Classic view around these two relationships, you might have to go talk to BMC about this one, or at least check their KB. (I know, never an option of first choice. :/) Natalie Stroud SAIC @ Sandia National Laboratories ARS-ITSM Reporting Specialist Albuquerque, NM USA [email protected]<mailto:[email protected]> ITSM 7.6.04 SP2 - Windows 2003 - SQL Server 2008 From: Action Request System discussion list(ARSList) [mailto:[email protected]] On Behalf Of Champagne, Susan Sent: Friday, August 30, 2013 8:01 AM To: [email protected] Subject: Re: [EXTERNAL] Re: 7.6.04 Missing Duplicate of Relationship in Incident Mngmt ** Thanks for the replies. I can't believe I missed this in testing prior to going live. We're using the Classic View. I expect to see the "Duplicate of" and the "Original of" options in the selections available for Incident to Incident relationships. I have checked the SYS:AssociationTypeAssocLookUp form and these two options are not listed. However, when looking in the SYS:Association Types form, they are listed. Susan From: Action Request System discussion list(ARSList) [mailto:[email protected]] On Behalf Of Stroud, Natalie K Sent: August-29-13 3:42 PM To: [email protected]<mailto:[email protected]> Subject: Re: [EXTERNAL] Re: 7.6.04 Missing Duplicate of Relationship in Incident Mngmt ** Yeah, they're still there, Susan. I personally wrote some test plans around those two relationships when we went live with 7.6.04 two years ago. And we're still on 7.6.04, and they're still there. Are you using Best Practices or Classic View of the incident form, and if so, where are you looking for them? I'm wondering if maybe they are simply in a different location from where you are used to seeing them in 7.0.03. Natalie Stroud SAIC @ Sandia National Laboratories ARS-ITSM Reporting Specialist Albuquerque, NM USA [email protected]<mailto:[email protected]> ITSM 7.6.04 SP2 - Windows 2003 - SQL Server 2008 From: Action Request System discussion list(ARSList) [mailto:[email protected]] On Behalf Of Tauf Chowdhury Sent: Thursday, August 29, 2013 1:25 PM To: [email protected]<mailto:[email protected]> Subject: [EXTERNAL] Re: 7.6.04 Missing Duplicate of Relationship in Incident Mngmt ** Susan, Those relationships are still there out of the box in 7.6.04. Perhaps all your defs and records didn't make it in during the install? Sent from my iPhone On Aug 29, 2013, at 2:07 PM, "Champagne, Susan" <[email protected]<mailto:[email protected]>> wrote: ** Hi folks, My company just went live with Remedy ITSM 7.6.04, after upgrading from vers 7.0.03. I am wondering what happened to the "Duplicate of" and the "Original of" incident relationship types. There was no mention in the "What's New" information regarding these selections being removed; there was no mention of the "Resolved by" and the "Resolved" options being put in. The user guide does not address this at all. The BMC knowledge base states that there is no workflow attached to the "Resolved by" nor the "Resolved" relationship types. It does say that you must use "Duplicate of" or "Original of". So, does anyone know how to add the relationship types into the SYS:AssociationTypeAssocLookUp form? And, will workflow automate then? Thanks you, Susan **************************************************************** The information contained in this e-mail and document(s) attached are for the exclusive use of the addressee and may contain confidential, privileged and non-disclosable information. If the recipient of this e-mail is not the addressee, such recipient is strictly prohibited from reading, photocopying, distributing or otherwise using this e-mail or its content in any way. _ARSlist: "Where the Answers Are" and have been for 20 years_ _ARSlist: "Where the Answers Are" and have been for 20 years_ _ARSlist: "Where the Answers Are" and have been for 20 years_ **************************************************************** The information contained in this e-mail and document(s) attached are for the exclusive use of the addressee and may contain confidential, privileged and non-disclosable information. If the recipient of this e-mail is not the addressee, such recipient is strictly prohibited from reading, photocopying, distributing or otherwise using this e-mail or its content in any way. _ARSlist: "Where the Answers Are" and have been for 20 years_ _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
