Hi We use the Help Desk app. Why does Remedy push everything to this form
and show it's records in the support consoles. Wouldn't it be easier to
just use HPD:HelpDesk and not this other form? I am assuming it is used to
show a single view of multiple tables (Help Desk, Tasks etc) but if we only
use Help Desk can I bypass SHR:Consolidated?
What is the down side if I stop using this form and point the consoles
directly to HPD:HelpDesk?
thanks


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SHR:ConsolidatedList is pretty much what you said - a form that displays all entries, whether HD, CM, Task, on one console. I would turn your question around and ask what you would gain by going around it? If HD is your only app., that's all it will display, and I don't see how going around it gains you anything really.

Rick



From: Brian Sokol
Sent: Wed 12/29/2004 11:46 AM
To: arslist@ARSLIST.ORG
Subject: What is SHR:Consolidated List Used For?


Hi We use the Help Desk app. Why does Remedy push everything to this form
and show it's records in the support consoles. Wouldn't it be easier to
just use HPD:HelpDesk and not this other form? I am assuming it is used to
show a single view of multiple tables (Help Desk, Tasks etc) but if we only
use Help Desk can I bypass SHR:Consolidated?
What is the down side if I stop using this form and point the consoles
directly to HPD:HelpDesk?
thanks


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(Support: mailto:support@arslist.org)


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The reason I want to go around it is that I have added several fields to
HelpDesk that are not in SHR:Consoldiated. I want these fields to be shown
in the consoles. There is also workflow that I run that updates fields in
HelpDesk leaving the SHR:Consolidated tanle out of sync.
Just seems easier to solely focus on HPD:HelpDesk.

Brian


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It should also contains a very small set of records from each app so
refreshing the console table field is quick, instead of searching the source
forms directly.

Out of the box (with ITSM 4), Remedy did not include any workflow to delete
entries out of SHR:ConsolidatedList on tickets that are closed (they said it
would be a liability issue for them, but customers are allowed to create
workflow to delete the entries from this table).

Just remember, the larger your source table grows (in this case,
HPD:HelpDesk), the longer the table refreshes will take [over time, of
course]. Searching on an interim table (SHR:ConsolidatedList) will take
less time than would searching HPD:HelpDesk. (But then, the notion of
indexing could be applied).

J.T.


-----Original Message-----
From: Rick Cook [mailto:rcook@DENALIAI.COM]
Sent: Wednesday, December 29, 2004 11:56 AM
To: arslist@ARSLIST.ORG
Subject: Re: What is SHR:Consolidated List Used For?


**
SHR:ConsolidatedList is pretty much what you said - a form that displays all
entries, whether HD, CM, Task, on one console. I would turn your question
around and ask what you would gain by going around it? If HD is your only
app., that's all it will display, and I don't see how going around it gains
you anything really.

Rick



From: Brian Sokol
Sent: Wed 12/29/2004 11:46 AM
To: arslist@ARSLIST.ORG
Subject: What is SHR:Consolidated List Used For?


Hi We use the Help Desk app. Why does Remedy push everything to this form

and show it's records in the support consoles. Wouldn't it be easier to

just use HPD:HelpDesk and not this other form? I am assuming it is used to

show a single view of multiple tables (Help Desk, Tasks etc) but if we only

use Help Desk can I bypass SHR:Consolidated?

What is the down side if I stop using this form and point the consoles

directly to HPD:HelpDesk?

thanks






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This posting was submitted via the Web
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That's what I figured, just wanted to hear you say it. Other than the fact that every customization is something that has to be accounted for on subsequent application upgrades, it shouldn't be a problem to go around it. Depending on how completely you want to do that, you could just turn off the workflow that displays the SHR:ConsolidatedList tables and add your own, or you may proceed to any of several points down the path of disabling or hiding all workflow/fields that relate to that form. I would go for the most minimal approach practical.

Rick



From: Brian Sokol
Sent: Wed 12/29/2004 12:08 PM
To: arslist@ARSLIST.ORG
Subject: Re: What is SHR:Consolidated List Used For?


The reason I want to go around it is that I have added several fields to
HelpDesk that are not in SHR:Consoldiated. I want these fields to be shown
in the consoles. There is also workflow that I run that updates fields in
HelpDesk leaving the SHR:Consolidated tanle out of sync.
Just seems easier to solely focus on HPD:HelpDesk.

Brian


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(Support: mailto:support@arslist.org)


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Do you know if the prepackaged reports are based upon HelpDesk or
SHR:Consolidated?



From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of J.T. Davies
Sent: Wednesday, December 29, 2004 3:15 PM
To: arslist@ARSLIST.ORG
Subject: Re: What is SHR:Consolidated List Used For?


**
It should also contains a very small set of records from each app so
refreshing the console table field is quick, instead of searching the
source forms directly.

Out of the box (with ITSM 4), Remedy did not include any workflow to
delete entries out of SHR:ConsolidatedList on tickets that are closed
(they said it would be a liability issue for them, but customers are
allowed to create workflow to delete the entries from this table).

Just remember, the larger your source table grows (in this case,
HPD:HelpDesk), the longer the table refreshes will take [over time, of
course]. Searching on an interim table (SHR:ConsolidatedList) will take
less time than would searching HPD:HelpDesk. (But then, the notion of
indexing could be applied).

J.T.


-----Original Message-----
From: Rick Cook [mailto:rcook@DENALIAI.COM]
Sent: Wednesday, December 29, 2004 11:56 AM
To: arslist@ARSLIST.ORG
Subject: Re: What is SHR:Consolidated List Used For?


**
SHR:ConsolidatedList is pretty much what you said - a form that
displays all entries, whether HD, CM, Task, on one console. I would
turn your question around and ask what you would gain by going around
it? If HD is your only app., that's all it will display, and I don't
see how going around it gains you anything really.

Rick



From: Brian Sokol
Sent: Wed 12/29/2004 11:46 AM
To: arslist@ARSLIST.ORG
Subject: What is SHR:Consolidated List Used For?


Hi We use the Help Desk app. Why does Remedy push everything to
this form
and show it's records in the support consoles. Wouldn't it be
easier to
just use HPD:HelpDesk and not this other form? I am assuming it
is used to
show a single view of multiple tables (Help Desk, Tasks etc) but
if we only
use Help Desk can I bypass SHR:Consolidated?
What is the down side if I stop using this form and point the
consoles
directly to HPD:HelpDesk?
thanks




UNSUBSCRIBE or access ARSlist Archives at http://www.ARSLIST.org
(Support: mailto:support@arslist.org)
This posting was submitted via the
Web interface

This posting was submitted via the Web
interface


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The reports should all be based on the main forms (HPD:HelpDesk). As far as
I can tell (and recall), the only thing SHR:ConsolidatedList is used for is
populating the console table field.

J.T.

-----Original Message-----
From: Sokol, Brian [mailto:BSokol@SCHOLASTIC.COM]
Sent: Wednesday, December 29, 2004 12:25 PM
To: arslist@ARSLIST.ORG
Subject: Re: What is SHR:Consolidated List Used For?


**
Do you know if the prepackaged reports are based upon HelpDesk or
SHR:Consolidated?



From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of J.T. Davies
Sent: Wednesday, December 29, 2004 3:15 PM
To: arslist@ARSLIST.ORG
Subject: Re: What is SHR:Consolidated List Used For?


**
It should also contains a very small set of records from each app so
refreshing the console table field is quick, instead of searching the source
forms directly.

Out of the box (with ITSM 4), Remedy did not include any workflow to delete
entries out of SHR:ConsolidatedList on tickets that are closed (they said it
would be a liability issue for them, but customers are allowed to create
workflow to delete the entries from this table).

Just remember, the larger your source table grows (in this case,
HPD:HelpDesk), the longer the table refreshes will take [over time, of
course]. Searching on an interim table (SHR:ConsolidatedList) will take
less time than would searching HPD:HelpDesk. (But then, the notion of
indexing could be applied).

J.T.


-----Original Message-----
From: Rick Cook [mailto:rcook@DENALIAI.COM]
Sent: Wednesday, December 29, 2004 11:56 AM
To: arslist@ARSLIST.ORG
Subject: Re: What is SHR:Consolidated List Used For?


**
SHR:ConsolidatedList is pretty much what you said - a form that displays all
entries, whether HD, CM, Task, on one console. I would turn your question
around and ask what you would gain by going around it? If HD is your only
app., that's all it will display, and I don't see how going around it gains
you anything really.

Rick



From: Brian Sokol
Sent: Wed 12/29/2004 11:46 AM
To: arslist@ARSLIST.ORG
Subject: What is SHR:Consolidated List Used For?


Hi We use the Help Desk app. Why does Remedy push everything to this form

and show it's records in the support consoles. Wouldn't it be easier to

just use HPD:HelpDesk and not this other form? I am assuming it is used to

show a single view of multiple tables (Help Desk, Tasks etc) but if we only

use Help Desk can I bypass SHR:Consolidated?

What is the down side if I stop using this form and point the consoles

directly to HPD:HelpDesk?

thanks






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This posting was submitted via the Web
interface

This posting was submitted via the Web
interface This posting was submitted via the
Web interface



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I've seen several other posters that have replied, but I figured that I
would throw in my $0.02 worth. Basically, as others have indicated, the
SHR:ConsolidatedList form exists solely for the use of consoles. Since
a table field can only use a single table as a source table, then the
SHR:ConsolidatedList is the one place that your consoles can use to view
all tickets assigned to a group/individual from a single table field.

I've worked on a number of engagements where we've heavily modified the
ITSM products and have needed the "new" fields to show up on in the
console. In this situation, we simply update the existing work flow so
the new information is pushed to the SHR:ConsoldiatedList form. Back in
July, Doug Mueller (the inventor of the AR System platform), published a
document outlining a recommended approach for customizing the out of the
box applications in such a way that you can still upgrade to newer
releases without losing your customizations. (Here is a URL to that
article:
http://www.remedy.com/corporate/ron/volume02issue01/english/article03.htm.)

Using the HPD:HelpDesk form as an example, the two pieces of workflow
that you're going to want to look at are SHRH:SHR-ModifyConsolidated1
and SHRH:SHR-SubmitConsolidated. I would save these two filters as
SHRHSHR-ModifyConsolidated1 and SHRH:SHR-SubmitConsolidated
respectively then disable the originals. As described above, add the
"new" fields to the list of fields already being pushed to the
SHR:ConsolidatedList form.

As a general rule, if you're going to be tailoring the AR System
applications to meet your needs, I'm much more of an advocate of
building out custom solutions from the start rather than installing and
customizing the out of the box stuff. One of the strengths of the AR
System platform is the ease with which you can build and deploy
applications. That being said, if you're using an out of the box
application and you need to customize it I would suggest trying to keep
with as many of the original design principles as you can. After all,
you've made the investment in the application and you never know what
the future holds (say if you decide to get/use the change or asset
management applications).

I hope this helps :-)

Derek



Derek Berube
Wildstar Technologies, LLC.
1453 Riverview Run Lane
Suwanee, Georgia 30024
(404) 444-5283
http://www.wildstartech.com/

AIM Handle: BerubeDB
MSN Messenger: derekberube@hotmail.com
Yahoo! Messenger: derekberube

On Wed, 2004-12-29 at 14:46 -0500, Brian Sokol wrote:

> Hi We use the Help Desk app. Why does Remedy push everything to this form
> and show it's records in the support consoles. Wouldn't it be easier to
> just use HPD:HelpDesk and not this other form? I am assuming it is used to
> show a single view of multiple tables (Help Desk, Tasks etc) but if we only
> use Help Desk can I bypass SHR:Consolidated?
> What is the down side if I stop using this form and point the consoles
> directly to HPD:HelpDesk?
> thanks
>
>
> UNSUBSCRIBE or access ARSlist Archives at http://www.ARSLIST.org
> (Support: mailto:support@arslist.org)


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**

Hi,

We bypassed the SHR:Consolidated form because we used to frequently have
a data discrepancy with the HPD:Helpdesk form. It makes sense to remove
it if you have only one application out of HD,CM , AM. However if you
forsee those applications coming onto your plate in the future, then I'd
recommend you stick with the OTB solution. Also if you do remove the
workflow, please be careful as there are a lot of views which take their
data from the SHR:Consolidated form.



One thing to consider is that the SHR:Conslidated form is a lot lighter
than the HPD:Helpdesk form which has a huge number of fields. SO if you
are facing response time issues, stick with this.



My $0.02



Surojit



-----Original Message-----
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Derek Berube
Sent: Thursday, December 30, 2004 8:48 AM
To: arslist@ARSLIST.ORG
Subject: Re: [ARSLIST] What is SHR:Consolidated List Used For?



I've seen several other posters that have replied, but I figured that I
would throw in my $0.02 worth. Basically, as others have indicated, the
SHR:ConsolidatedList form exists solely for the use of consoles. Since
a table field can only use a single table as a source table, then the
SHR:ConsolidatedList is the one place that your consoles can use to view
all tickets assigned to a group/individual from a single table field.

I've worked on a number of engagements where we've heavily modified the
ITSM products and have needed the "new" fields to show up on in the
console. In this situation, we simply update the existing work flow so
the new information is pushed to the SHR:ConsoldiatedList form. Back in
July, Doug Mueller (the inventor of the AR System platform), published a
document outlining a recommended approach for customizing the out of the
box applications in such a way that you can still upgrade to newer
releases without losing your customizations. (Here is a URL to that
article:
http://www.remedy.com/corporate/ron/volume02issue01/english/article03.
htm.)

Using the HPD:HelpDesk form as an example, the two pieces of workflow
that you're going to want to look at are SHRH:SHR-ModifyConsolidated1
and SHRH:SHR-SubmitConsolidated. I would save these two filters as
SHRHSHR-ModifyConsolidated1 and SHRH:SHR-SubmitConsolidated
respectively then disable the originals. As described above, add the
"new" fields to the list of fields already being pushed to the
SHR:ConsolidatedList form.

As a general rule, if you're going to be tailoring the AR System
applications to meet your needs, I'm much more of an advocate of
building out custom solutions from the start rather than installing and
customizing the out of the box stuff. One of the strengths of the AR
System platform is the ease with which you can build and deploy
applications. That being said, if you're using an out of the box
application and you need to customize it I would suggest trying to keep
with as many of the original design principles as you can. After all,
you've made the investment in the application and you never know what
the future holds (say if you decide to get/use the change or asset
management applications).

I hope this helps :-)

Derek




Derek Berube
Wildstar Technologies, LLC.
1453 Riverview Run Lane
Suwanee, Georgia 30024
(404) 444-5283
http://www.wildstartech.com/

AIM Handle: BerubeDB
MSN Messenger: derekberube@hotmail.com
Yahoo! Messenger: derekberube


On Wed, 2004-12-29 at 14:46 -0500, Brian Sokol wrote:


Hi We use the Help Desk app. Why does Remedy push everything to this
form
and show it's records in the support consoles. Wouldn't it be easier to
just use HPD:HelpDesk and not this other form? I am assuming it is used
to
show a single view of multiple tables (Help Desk, Tasks etc) but if we
only
use Help Desk can I bypass SHR:Consolidated?
What is the down side if I stop using this form and point the consoles
directly to HPD:HelpDesk?
thanks



UNSUBSCRIBE or access ARSlist Archives at http://www.ARSLIST.org
(Support: mailto:support@arslist.org)
This posting was submitted via the Web
interface


UNSUBSCRIBE or access ARSlist Archives at http://www.ARSLIST.org
(Support: mailto:support@arslist.org)

Derek Berube wrote:
>
> Using the HPD:HelpDesk form as an example, the two pieces of workflow
> that you're going to want to look at are SHRH:SHR-ModifyConsolidated1
> and SHRH:SHR-SubmitConsolidated. I would save these two filters as
> SHRHSHR-ModifyConsolidated1 and SHRH:SHR-SubmitConsolidated
> respectively then disable the originals. As described above, add the
> "new" fields to the list of fields already being pushed to the
> SHR:ConsolidatedList form.
>
Actually, I would just disable the original filters and record this in
my system documentation. Then I would build the new filters based on
your modified forms. This is based upon the advice of Doug Mueller
given at the Remedy 'Boot Camp'. The only thing I would have to do
after upgrading is turning off the filters that you turned off before.

James McKenzie


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