Hi, I've got this question, 'Why not skip short description and just have one huge field to enter text in'. This is related to our helpdeskform. Today we have short description 512 char and another field 8000 char. We also have a hidden 'first 100' field which is used in resultlist and table fields. Remedy standard is a short and long description, and I think this must have been analyzed to be best practice. Suppose we skip the short one and just have one field, maybe unlimited (?), what will the disadvantages be?

Users say that 75% of all tickets contain so much text that they have to use the long field, and why update two fields? Often they enter 'See long description' in short description and write all text there. Of course 'first 100' must be there for table fields/result list.

The reason for a lot of text is mainly because many tickets are generated from emails. Today, by workflow, we put Subject and the bodytext if possible in the short one, if not we put Subject and 'see long description' in the short one, and the body in the long field. If we only had one field it would have been a bit easier.

But I'm not sure that it's right with only one field?

L ars Pettersson
Vattenfall Business Services Nordic AB
Action Request System Engineer (Tabasco)
S-461 88 Trollhättan
Sweden

Phone +46 520 888 35 Mobil +46 70 608 99 95
e-mail: lars.j.pettersson@vattenfall.com


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

OK, here's a few reasons:

1. Crystal Reports will have to be changed - many show Short Description.
2. MUCH workflow (i.e. notifications) use S.D.
3. Some table fields currently display S.D.
4. How ya gonna search against an 8k field? Do you have the need to report on that information?

Rick

-----Original Message-----
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG]On Behalf Of
lars.j.pettersson@VATTENFALL.COM
Sent: Wednesday, November 09, 2005 11:36 AM
To: arslist@ARSLIST.ORG
Subject: Skip short description?


Hi, I've got this question, 'Why not skip short description and just have one huge field to enter text in'. This is related to our helpdeskform. Today we have short description 512 char and another field 8000 char. We also have a hidden 'first 100' field which is used in resultlist and table fields. Remedy standard is a short and long description, and I think this must have been analyzed to be best practice. Suppose we skip the short one and just have one field, maybe unlimited (?), what will the disadvantages be?

Users say that 75% of all tickets contain so much text that they have to use the long field, and why update two fields? Often they enter 'See long description' in short description and write all text there. Of course 'first 100' must be there for table fields/result list.

The reason for a lot of text is mainly because many tickets are generated from emails. Today, by workflow, we put Subject and the bodytext if possible in the short one, if not we put Subject and 'see long description' in the short one, and the body in the long field. If we only had one field it would have been a bit easier.

But I'm not sure that it's right with only one field?

L ars Pettersson
Vattenfall Business Services Nordic AB
Action Request System Engineer (Tabasco)
S-461 88 Trollhättan
Sweden

Phone +46 520 888 35 Mobil +46 70 608 99 95
e-mail: lars.j.pettersson@vattenfall.com


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


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

**
5. Can be used in query results details whereas long field cannot.
6. Can you delete a core field?


On 11/9/05, Rick Cook wrote:

OK, here's a few reasons:

1. Crystal Reports will have to be changed - many show Short Description.
2. MUCH workflow (i.e. notifications) use S.D.
3. Some table fields currently display S.D.
4. How ya gonna search against an 8k field? Do you have the need to report on that information?

Rick

-----Original Message-----
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG]On Behalf Of
lars.j.pettersson@VATTENFALL.COM
Sent: Wednesday, November 09, 2005 11:36 AM
To: arslist@ARSLIST.ORG
Subject: Skip short description?


Hi, I've got this question, 'Why not skip short description and just have one huge field to enter text in'. This is related to our helpdeskform. Today we have short description 512 char and another field 8000 char. We also have a hidden 'first 100' field which is used in resultlist and table fields. Remedy standard is a short and long description, and I think this must have been analyzed to be best practice. Suppose we skip the short one and just have one field, maybe unlimited (?), what will the disadvantages be?

Users say that 75% of all tickets contain so much text that they have to use the long field, and why update two fields? Often they enter 'See long description' in short description and write all text there. Of course 'first 100' must be there for table fields/result list.

The reason for a lot of text is mainly because many tickets are generated from emails. Today, by workflow, we put Subject and the bodytext if possible in the short one, if not we put Subject and 'see long description' in the short one, and the body in the long field. If we only had one field it would have been a bit easier.

But I'm not sure that it's right with only one field?

L ars Pettersson
Vattenfall Business Services Nordic AB
Action Request System Engineer (Tabasco)
S-461 88 Trollhättan
Sweden

Phone +46 520 888 35 Mobil +46 70 608 99 95
e-mail: lars.j.pettersson@vattenfall.com


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


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(Support: mailto:support@arslist.org)



This posting was submitted via the Web interface

**
Set the S.D. to the first 100 characters of the long field. Hide the S.D. field (it is core, so you cannot remove it).



From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Susan Palmer
Sent: Wednesday, November 09, 2005 1:17 PM
To: arslist@ARSLIST.ORG
Subject: Re: Skip short description?


**
5. Can be used in query results details whereas long field cannot.
6. Can you delete a core field?


On 11/9/05, Rick Cook wrote:

OK, here's a few reasons:

1. Crystal Reports will have to be changed - many show Short Description.
2. MUCH workflow (i.e. notifications) use S.D.
3. Some table fields currently display S.D.
4. How ya gonna search against an 8k field? Do you have the need to report on that information?

Rick

-----Original Message-----
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG]On Behalf Of
lars.j.pettersson@VATTENFALL.COM
Sent: Wednesday, November 09, 2005 11:36 AM
To: arslist@ARSLIST.ORG
Subject: Skip short description?


Hi, I've got this question, 'Why not skip short description and just have one huge field to enter text in'. This is related to our helpdeskform. Today we have short description 512 char and another field 8000 char. We also have a hidden 'first 100' field which is used in resultlist and table fields. Remedy standard is a short and long description, and I think this must have been analyzed to be best practice. Suppose we skip the short one and just have one field, maybe unlimited (?), what will the disadvantages be?

Users say that 75% of all tickets contain so much text that they have to use the long field, and why update two fields? Often they enter 'See long description' in short description and write all text there. Of course 'first 100' must be there for table fields/result list.

The reason for a lot of text is mainly because many tickets are generated from emails. Today, by workflow, we put Subject and the bodytext if possible in the short one, if not we put Subject and 'see long description' in the short one, and the body in the long field. If we only had one field it would have been a bit easier.

But I'm not sure that it's right with only one field?

L ars Pettersson
Vattenfall Business Services Nordic AB
Action Request System Engineer (Tabasco)
S-461 88 Trollhättan
Sweden

Phone +46 520 888 35 Mobil +46 70 608 99 95
e-mail: lars.j.pettersson@vattenfall.com


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


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

**
5. When you run a query and the results list is above the 'Modify' window, shows the rows of the results. You can use the SD there (in HelpDesk it's the Summary field) to show a portion of the description.



On 11/9/05, Russell, W Scott wrote:

**
Set the S.D. to the first 100 characters of the long field. Hide the S.D. field (it is core, so you cannot remove it).



From: Action Request System discussion list(ARSList) [mailto: arslist@ARSLIST.ORG ] On Behalf Of Susan Palmer
Sent: Wednesday, November 09, 2005 1:17 PM
To: arslist@ARSLIST.ORG
Subject: Re: Skip short description?



**
5. Can be used in query results details whereas long field cannot.
6. Can you delete a core field?


On 11/9/05, Rick Cook wrote:

OK, here's a few reasons:

1. Crystal Reports will have to be changed - many show Short Description.
2. MUCH workflow (i.e. notifications) use S.D.
3. Some table fields currently display S.D.
4. How ya gonna search against an 8k field? Do you have the need to report on that information?

Rick

-----Original Message-----
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG]On Behalf Of
lars.j.pettersson@VATTENFALL.COM
Sent: Wednesday, November 09, 2005 11:36 AM
To: arslist@ARSLIST.ORG
Subject: Skip short description?


Hi, I've got this question, 'Why not skip short description and just have one huge field to enter text in'. This is related to our helpdeskform. Today we have short description 512 char and another field 8000 char. We also have a hidden 'first 100' field which is used in resultlist and table fields. Remedy standard is a short and long description, and I think this must have been analyzed to be best practice. Suppose we skip the short one and just have one field, maybe unlimited (?), what will the disadvantages be?

Users say that 75% of all tickets contain so much text that they have to use the long field, and why update two fields? Often they enter 'See long description' in short description and write all text there. Of course 'first 100' must be there for table fields/result list.

The reason for a lot of text is mainly because many tickets are generated from emails. Today, by workflow, we put Subject and the bodytext if possible in the short one, if not we put Subject and 'see long description' in the short one, and the body in the long field. If we only had one field it would have been a bit easier.

But I'm not sure that it's right with only one field?

L ars Pettersson
Vattenfall Business Services Nordic AB
Action Request System Engineer (Tabasco)
S-461 88 Trollhättan
Sweden

Phone +46 520 888 35 Mobil +46 70 608 99 95
e-mail: lars.j.pettersson@vattenfall.com


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


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(Support: mailto:support@arslist.org)



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


This posting was submitted via the Web interface

**
6. No, can't delete, but can set a default value to $USER$ and hide it.

3. No, we use 'first 100 char' for all table fields. Set by a filter. Not a problem.

1. Just redesign ..

2. I know ..

4. Ok, limit to 4000 instead of 8k

5. Hmm..query results, don't know if I understand exactly what You mean.

-----Original Message-----
From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG]On Behalf Of Susan Palmer
Sent: Wednesday, November 09, 2005 9:17 PM
To: arslist@ARSLIST.ORG
Subject: Re: Skip short description?



**
5. Can be used in query results details whereas long field cannot.
6. Can you delete a core field?


On 11/9/05, Rick Cook wrote:

OK, here's a few reasons:

1. Crystal Reports will have to be changed - many show Short Description.
2. MUCH workflow (i.e. notifications) use S.D.
3. Some table fields currently display S.D.
4. How ya gonna search against an 8k field? Do you have the need to report on that information?

Rick

-----Original Message-----
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG]On Behalf Of
lars.j.pettersson@VATTENFALL.COM
Sent: Wednesday, November 09, 2005 11:36 AM
To: arslist@ARSLIST.ORG
Subject: Skip short description?


Hi, I've got this question, 'Why not skip short description and just have one huge field to enter text in'. This is related to our helpdeskform. Today we have short description 512 char and another field 8000 char. We also have a hidden 'first 100' field which is used in resultlist and table fields. Remedy standard is a short and long description, and I think this must have been analyzed to be best practice. Suppose we skip the short one and just have one field, maybe unlimited (?), what will the disadvantages be?

Users say that 75% of all tickets contain so much text that they have to use the long field, and why update two fields? Often they enter 'See long description' in short description and write all text there. Of course 'first 100' must be there for table fields/result list.

The reason for a lot of text is mainly because many tickets are generated from emails. Today, by workflow, we put Subject and the bodytext if possible in the short one, if not we put Subject and 'see long description' in the short one, and the body in the long field. If we only had one field it would have been a bit easier.

But I'm not sure that it's right with only one field?

L ars Pettersson
Vattenfall Business Services Nordic AB
Action Request System Engineer (Tabasco)
S-461 88 Trollhättan
Sweden

Phone +46 520 888 35 Mobil +46 70 608 99 95
e-mail: lars.j.pettersson@vattenfall.com


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


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This posting was submitted via the Web interface

This posting was submitted via the Web interface

**
5. Ok, You mean a field in the result list window. Yes, You are right, fields longer than 255 char cannot be used there, that's the reason we have a hidden field showing the first 100 char of the 512 char short descr. It's set by a filter on submit/modify/merge. I had an escalation to update the field for all existing old tickets before the filter existed.

Nr 1,2 again: That what i'm paid for ..

-----Original Message-----
From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG]On Behalf Of Susan Palmer
Sent: Wednesday, November 09, 2005 9:55 PM
To: arslist@ARSLIST.ORG
Subject: Re: Skip short description?


**
5. When you run a query and the results list is above the 'Modify' window, shows the rows of the results. You can use the SD there (in HelpDesk it's the Summary field) to show a portion of the description.



On 11/9/05, Russell, W Scott wrote:

**
Set the S.D. to the first 100 characters of the long field. Hide the S.D. field (it is core, so you cannot remove it).



From: Action Request System discussion list(ARSList) [mailto: arslist@ARSLIST.ORG ] On Behalf Of Susan Palmer
Sent: Wednesday, November 09, 2005 1:17 PM
To: arslist@ARSLIST.ORG
Subject: Re: Skip short description?



**
5. Can be used in query results details whereas long field cannot.
6. Can you delete a core field?


On 11/9/05, Rick Cook wrote:

OK, here's a few reasons:

1. Crystal Reports will have to be changed - many show Short Description.
2. MUCH workflow (i.e. notifications) use S.D.
3. Some table fields currently display S.D.
4. How ya gonna search against an 8k field? Do you have the need to report on that information?

Rick

-----Original Message-----
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG]On Behalf Of
lars.j.pettersson@VATTENFALL.COM
Sent: Wednesday, November 09, 2005 11:36 AM
To: arslist@ARSLIST.ORG
Subject: Skip short description?


Hi, I've got this question, 'Why not skip short description and just have one huge field to enter text in'. This is related to our helpdeskform. Today we have short description 512 char and another field 8000 char. We also have a hidden 'first 100' field which is used in resultlist and table fields. Remedy standard is a short and long description, and I think this must have been analyzed to be best practice. Suppose we skip the short one and just have one field, maybe unlimited (?), what will the disadvantages be?

Users say that 75% of all tickets contain so much text that they have to use the long field, and why update two fields? Often they enter 'See long description' in short description and write all text there. Of course 'first 100' must be there for table fields/result list.

The reason for a lot of text is mainly because many tickets are generated from emails. Today, by workflow, we put Subject and the bodytext if possible in the short one, if not we put Subject and 'see long description' in the short one, and the body in the long field. If we only had one field it would have been a bit easier.

But I'm not sure that it's right with only one field?

L ars Pettersson
Vattenfall Business Services Nordic AB
Action Request System Engineer (Tabasco)
S-461 88 Trollhättan
Sweden

Phone +46 520 888 35 Mobil +46 70 608 99 95
e-mail: lars.j.pettersson@vattenfall.com


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


UNSUBSCRIBE or access ARSlist Archives at http://www.ARSLIST.org
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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

This posting was submitted via the Web interface

** 5. I guess you could be setting the SD field rather than a 3rd field which is often what I do.


On 11/9/05, lars.j.pettersson@vattenfall.com wrote:

**
5. Ok, You mean a field in the result list window. Yes, You are right, fields longer than 255 char cannot be used there, that's the reason we have a hidden field showing the first 100 char of the 512 char short descr. It's set by a filter on submit/modify/merge. I had an escalation to update the field for all existing old tickets before the filter existed.

Nr 1,2 again: That what i'm paid for ..


-----Original Message-----
From: Action Request System discussion list(ARSList) [mailto: arslist@ARSLIST.ORG ]On Behalf Of Susan Palmer
Sent: Wednesday, November 09, 2005 9:55 PM
To: arslist@ARSLIST.ORG
Subject: Re: Skip short description?


**
5. When you run a query and the results list is above the 'Modify' window, shows the rows of the results. You can use the SD there (in HelpDesk it's the Summary field) to show a portion of the description.



On 11/9/05, Russell, W Scott wrote:

**
Set the S.D. to the first 100 characters of the long field. Hide the S.D. field (it is core, so you cannot remove it).



From: Action Request System discussion list(ARSList) [mailto: arslist@ARSLIST.ORG ] On Behalf Of Susan Palmer
Sent: Wednesday, November 09, 2005 1:17 PM
To: arslist@ARSLIST.ORG
Subject: Re: Skip short description?



**
5. Can be used in query results details whereas long field cannot.
6. Can you delete a core field?


On 11/9/05, Rick Cook wrote:

OK, here's a few reasons:

1. Crystal Reports will have to be changed - many show Short Description.
2. MUCH workflow (i.e. notifications) use S.D.
3. Some table fields currently display S.D.
4. How ya gonna search against an 8k field? Do you have the need to report on that information?

Rick

-----Original Message-----
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG]On Behalf Of
lars.j.pettersson@VATTENFALL.COM
Sent: Wednesday, November 09, 2005 11:36 AM
To: arslist@ARSLIST.ORG
Subject: Skip short description?


Hi, I've got this question, 'Why not skip short description and just have one huge field to enter text in'. This is related to our helpdeskform. Today we have short description 512 char and another field 8000 char. We also have a hidden 'first 100' field which is used in resultlist and table fields. Remedy standard is a short and long description, and I think this must have been analyzed to be best practice. Suppose we skip the short one and just have one field, maybe unlimited (?), what will the disadvantages be?

Users say that 75% of all tickets contain so much text that they have to use the long field, and why update two fields? Often they enter 'See long description' in short description and write all text there. Of course 'first 100' must be there for table fields/result list.

The reason for a lot of text is mainly because many tickets are generated from emails. Today, by workflow, we put Subject and the bodytext if possible in the short one, if not we put Subject and 'see long description' in the short one, and the body in the long field. If we only had one field it would have been a bit easier.

But I'm not sure that it's right with only one field?

L ars Pettersson
Vattenfall Business Services Nordic AB
Action Request System Engineer (Tabasco)
S-461 88 Trollhättan
Sweden

Phone +46 520 888 35 Mobil +46 70 608 99 95
e-mail: lars.j.pettersson@vattenfall.com


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


UNSUBSCRIBE or access ARSlist Archives at http://www.ARSLIST.org
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