Hey Bob - I'm with SAIC, too! Do you use Classic View or Best Practices view?
Classic View has a field called Resolution Method that you can fill out during resolution (I don't remember offhand if it's required during resolution OOB). I don't think there was an OOB option on that dropdown for "Dispatched", but I seem to recall one that lets you indicate remote resolution. I know Classic View is going away in some future release of ITSM, so if you're in the process of figuring out your implementation, you'll want to think twice about going that route. With Best Practices view, you have to do what Roger says and add a new Status Reason. We use Best Practices view, and we added Tier 3 codes to our Resolution Categorizations during implementation 2 years ago to note this type of thing because we were trying to stay OOB, but we've been told that this type of information is intended to be a Status Reason. Though it seems to me that with that with the Status Reason route, you still might have to do a customization if you want to know that the ticket was "Dispatched" or "Resolved Remotely" even after it's been closed. When our tickets go to Closed status via the closure auto-escalation, the Status Reason gets changed to "Automatic Resolution Reported". But I don't know if that happens for all Status Reasons associated with Resolved when a ticket is auto-closed, or if there are different behaviors OOB depending on which OOB Resolved Status Reasons you pick. I know we mostly use "No Further Action Required". It would be something to investigate. Good luck! 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 Roger Justice Sent: Monday, November 18, 2013 11:58 AM To: [email protected] Subject: [EXTERNAL] Re: ITSM 7.6.04 Incident question ** This was not available in previous releases. You could add a new Status reason entry to capture this. -----Original Message----- From: Bob Ellington <[email protected]<mailto:[email protected]>> To: arslist <[email protected]<mailto:[email protected]>> Sent: Mon, Nov 18, 2013 1:34 pm Subject: ITSM 7.6.04 Incident question Trying to stay out of the box if possible. I'm looking for a way in 7.6.04 Incident Mgt to flag an Incident that a tech had to be "Dispatched" to work the issue vs working it remote. Has anyone done this out of the box? i.e. is there a hidden field that once was used for this functionality? Thanks Bob Ellington SAIC/NASA Remedy Software Engineer [email protected]<mailto:[email protected]> _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org<http://www.arslist.org> "Where the Answers Are, and have been for 20 years" _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"
