[37992] in Resnet-Forum
Looking for input/recommendations - Tracking Network Incidents
daemon@ATHENA.MIT.EDU (Anthony Smith)
Tue Feb 19 12:00:42 2013
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Message-ID: <00b201ce0ec2$8ed26340$ac7729c0$@buffalo.edu>
Date: Tue, 19 Feb 2013 12:00:01 -0500
Reply-To: Resnet Forum <RESNET-L@LISTSERV.ND.EDU>
From: Anthony Smith <acsmith5@buffalo.edu>
To: RESNET-L@LISTSERV.ND.EDU
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Hello everyone,
We are currently working toward implementing BMC Remedy ITSM suite, Service
Desk module here at UB.
I am hoping to gather information from current Remedy users:
1. How the tool highlights/notifies support staff that an existing
Service Request or Incident has been updated (via email or by other support
staff) and now needs attention ?
2. We believe this should be standard functionality, is the function
you are using custom or standard?
For those currently using other ITSM suites or tracking applications:
1. How does your tool highlights/notifies support staff that an
existing Service Request or Incident has been updated (via email or by other
support staff) and now needs attention ?
2. What is your current tool?
I know these tools are used for more than Network Incident tracking, but at
the moment I am acting a bit selfishly as the Network Coordinator for
ResNet. Since much of our support for the network requires collaboration
from different support groups within the University.
Thank you in advance for your responses.
Best regards,
Anthony Smith
Network Incident Coordinator
State University of New York
University at Buffalo
716.645.5070
___________________________________________________
You are subscribed to the ResNet-L mailing list.
To subscribe, unsubscribe or search the archives,
go to http://LISTSERV.ND.EDU/archives/resnet-l.html
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lang=3DEN-US link=3Dblue vlink=3Dpurple><div class=3DWordSection1><p =
class=3DMsoNormal><span style=3D'color:#1F497D'>Hello =
everyone,<o:p></o:p></span></p><p class=3DMsoNormal><span =
style=3D'color:#1F497D'>We are currently working toward implementing BMC =
Remedy ITSM suite, Service Desk module here at =
UB.<o:p></o:p></span></p><p class=3DMsoNormal><span =
style=3D'color:#1F497D'>I am hoping to gather information from current =
Remedy users:<o:p></o:p></span></p><p class=3DMsoListParagraph =
style=3D'margin-left:38.75pt;text-indent:-.25in;mso-list:l1 level1 =
lfo1'><![if !supportLists]><span style=3D'color:#1F497D'><span =
style=3D'mso-list:Ignore'>1.<span style=3D'font:7.0pt "Times New =
Roman"'> =
</span></span></span><![endif]><span style=3D'color:#1F497D'>How the =
tool highlights/notifies support staff that an existing Service Request =
or Incident has been updated (via email or by other support staff) and =
now needs attention ?<o:p></o:p></span></p><p class=3DMsoListParagraph =
style=3D'margin-left:38.75pt;text-indent:-.25in;mso-list:l1 level1 =
lfo1'><![if !supportLists]><span style=3D'color:#1F497D'><span =
style=3D'mso-list:Ignore'>2.<span style=3D'font:7.0pt "Times New =
Roman"'> =
</span></span></span><![endif]><span style=3D'color:#1F497D'>We believe =
this should be standard functionality, is the function you are using =
custom or standard?<o:p></o:p></span></p><p class=3DMsoNormal =
style=3D'margin-left:2.75pt'><span style=3D'color:#1F497D'>For those =
currently using other ITSM suites or tracking =
applications:<o:p></o:p></span></p><p class=3DMsoListParagraph =
style=3D'margin-left:38.75pt;text-indent:-.25in;mso-list:l0 level1 =
lfo2'><![if !supportLists]><span style=3D'color:#1F497D'><span =
style=3D'mso-list:Ignore'>1.<span style=3D'font:7.0pt "Times New =
Roman"'> =
</span></span></span><![endif]><span style=3D'color:#1F497D'>How does =
your tool highlights/notifies support staff that an existing Service =
Request or Incident has been updated (via email or by other support =
staff) and now needs attention ?<o:p></o:p></span></p><p =
class=3DMsoListParagraph =
style=3D'margin-left:38.75pt;text-indent:-.25in;mso-list:l0 level1 =
lfo2'><![if !supportLists]><span style=3D'color:#1F497D'><span =
style=3D'mso-list:Ignore'>2.<span style=3D'font:7.0pt "Times New =
Roman"'> =
</span></span></span><![endif]><span style=3D'color:#1F497D'>What is =
your current tool?<o:p></o:p></span></p><p class=3DMsoNormal><span =
style=3D'color:#1F497D'><o:p> </o:p></span></p><p =
class=3DMsoNormal><span style=3D'color:#1F497D'>I know these tools are =
used for more than Network Incident tracking, but at the moment I am =
acting a bit selfishly as the Network Coordinator for ResNet. =
Since much of our support for the network requires collaboration from =
different support groups within the University.<o:p></o:p></span></p><p =
class=3DMsoNormal><span =
style=3D'color:#1F497D'><o:p> </o:p></span></p><p =
class=3DMsoNormal><span style=3D'color:#1F497D'>Thank you in advance for =
your responses.<o:p></o:p></span></p><p class=3DMsoNormal><span =
style=3D'color:#1F497D'><o:p> </o:p></span></p><div><p =
class=3DMsoNormal><span =
style=3D'color:#1F497D'><o:p> </o:p></span></p><p =
class=3DMsoNormal><span =
style=3D'color:#1F497D'><o:p> </o:p></span></p><p =
class=3DMsoNormal><span style=3D'color:#1F497D'>Best =
regards,<o:p></o:p></span></p><p class=3DMsoNormal><span =
style=3D'color:#1F497D'>Anthony =
Smith &n=
bsp; &nb=
sp; <o:p></o:p></span></p><p class=3DMsoNormal><span =
style=3D'color:#1F497D'> <o:p></o:p></span></p><p =
class=3DMsoNormal><span style=3D'color:#1F497D'>Network Incident =
Coordinator<o:p></o:p></span></p><p class=3DMsoNormal><span =
style=3D'color:#1F497D'>State University of New =
York<o:p></o:p></span></p><p class=3DMsoNormal><span =
style=3D'color:#1F497D'>University at Buffalo<o:p></o:p></span></p><p =
class=3DMsoNormal><span =
style=3D'color:#1F497D'>716.645.5070<o:p></o:p></span></p></div></div></b=
ody></html>
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