I'm curious to how many people on this discussion list
are using the Remedy Help Desk application vs a custom
built application? If you have a free second, please
let me know what you are using!

Thanks!

LB

_____________________
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Send your FREE holiday greetings online!
http://greetings.yahoo.com

__

You may also control your subscription options, including UNSUBSCRIBE, at www.ARSLIST.org

We are currently using a custom built application on Remedy but are in the process of installing the Help Desk application.

Jan Smith
Systems Analyst
Indiana State University
Phone: (812) 237-8593
Email: ccjsmith@isugw.indstate.edu

>>> llb31_2000@YAHOO.COM 01/04/02 10:37AM >>>
**

I'm curious to how many people on this discussion list
are using the Remedy Help Desk application vs a custom
built application? If you have a free second, please
let me know what you are using!

Thanks!

LB

_____________________
Do You Yahoo!?
Send your FREE holiday greetings online!
http://greetings.yahoo.com

__

You may also control your subscription options, including UNSUBSCRIBE, at www.ARSLIST.org

__

You may also control your subscription options, including UNSUBSCRIBE, at www.ARSLIST.org

We use a custom built application.

Roger A. Nall
Project Manager
Remedy Administrator
Covista Communication
888-890-7600x7446
rnall@covista.com


-----Original Message-----
From: Linda Baker [mailto:llb31_2000@YAHOO.COM]
Sent: Friday, January 04, 2002 10:38 AM
To: ARSLIST@LISTSERV.VISTAIT.COM
Subject: Help Desk Application


**

I'm curious to how many people on this discussion list
are using the Remedy Help Desk application vs a custom
built application? If you have a free second, please
let me know what you are using!

Thanks!

LB

_____________________
Do You Yahoo!?
Send your FREE holiday greetings online!
http://greetings.yahoo.com

__________________
_____________


You may also control your subscription options, including UNSUBSCRIBE, at
www.ARSLIST.org

__

You may also control your subscription options, including UNSUBSCRIBE, at www.ARSLIST.org

Used Help Desk 3.0 initially and using Help Desk 4.0 since 1999, both with
some form and workflow customizations. Most likely will wait for Help Desk
5.0 before migrating development to ARS 5.0 since it will also have to be
reverse-engineered and customized before current data can be migrated.

Christopher Strauss, MSLS
Remedy Database Administrator
University of North Texas Computing Center
http://remedy.unt.edu/helpdesk/

-----Original Message-----
From: Linda Baker [mailto:llb31_2000@YAHOO.COM]
Sent: Friday, January 04, 2002 9:38 AM
To: ARSLIST@LISTSERV.VISTAIT.COM
Subject: Help Desk Application


**

I'm curious to how many people on this discussion list
are using the Remedy Help Desk application vs a custom
built application? If you have a free second, please
let me know what you are using!

Thanks!

LB

_____________________
Do You Yahoo!?
Send your FREE holiday greetings online! http://greetings.yahoo.com

___________________
____________

You may also control your subscription options,
including UNSUBSCRIBE, at www.ARSLIST.org

__

You may also control your subscription options, including UNSUBSCRIBE, at www.ARSLIST.org

We are using a custom built application.

Andres Ustilovsky


-----Original Message-----
From: Linda Baker [mailto:llb31_2000@YAHOO.COM]
Sent: Viernes, 04 de Enero de 2002 11:38
To: ARSLIST@LISTSERV.VISTAIT.COM
Subject: Help Desk Application

**

I'm curious to how many people on this discussion list
are using the Remedy Help Desk application vs a custom
built application? If you have a free second, please
let me know what you are using!

Thanks!

LB

_____________________
Do You Yahoo!?
Send your FREE holiday greetings online!
http://greetings.yahoo.com

__________________
_____________


You may also control your subscription options, including UNSUBSCRIBE, at
www.ARSLIST.org

__

You may also control your subscription options, including UNSUBSCRIBE, at www.ARSLIST.org

We are using a custom built 3yrs ago application on Remedy, but are in the
process of installing the Help Desk application.

Regards,

Steve Courtright
ARS Administrator/Developer
Sears
512-248-4998
or ext. 16097





>>> llb31_2000@YAHOO.COM 01/04/02 10:37AM >>>
**

I'm curious to how many people on this discussion list
are using the Remedy Help Desk application vs a custom
built application? If you have a free second, please
let me know what you are using!

Thanks!

LB

_____________________
Do You Yahoo!?
Send your FREE holiday greetings online!
http://greetings.yahoo.com

__



You may also control your subscription options, including UNSUBSCRIBE, at
www.ARSLIST.org

__



You may also control your subscription options, including UNSUBSCRIBE, at
www.ARSLIST.org

__

You may also control your subscription options, including UNSUBSCRIBE, at www.ARSLIST.org

Hi Linda:

We are using HelpDesk 4.0, Change Management 4.0 and Asset Management. We
have customized all three of these applications quite extensively.
At the start when you don't know much about Remedy and its capabilities and
you just go on the Admin course its difficult to visualize what you can do
with Remedy and How you can do it. There are features in the Remedy
applictions that we would have never thought of if we didn't see them first
hand. Why try to re-invent the wheel. Also seeing the applications
stimulated our thinking as to how we could add to or change the workflow to
add further value to us, thus our customizations.
We are not Helpdesk, Change Management or asset management software experts,
without the applications we could never have provided our Users with as good
a system as I think we have.

ARS 4.0.3
Oracle 8I
ITSM 4.0
NT 5.0

Dave Lawson
(204) 474-4473
mailto:drlawson@hydro.mb.ca



-----Original Message-----
From: Linda Baker [mailto:llb31_2000@YAHOO.COM]
Sent: Friday, January 04, 2002 9:38 AM
To: ARSLIST@LISTSERV.VISTAIT.COM
Subject: Help Desk Application


**

I'm curious to how many people on this discussion list
are using the Remedy Help Desk application vs a custom
built application? If you have a free second, please
let me know what you are using!

Thanks!

LB

_____________________
Do You Yahoo!?
Send your FREE holiday greetings online!
http://greetings.yahoo.com

__________________
_____________


You may also control your subscription options, including UNSUBSCRIBE, at
www.ARSLIST.org

__

You may also control your subscription options, including UNSUBSCRIBE, at www.ARSLIST.org

Custom built as we are not an IT helpdesk

-----Original Message-----
From: Roger Nall [mailto:RNall@COVISTA.COM]
Sent: 04 January 2002 16:06
To: ARSLIST@LISTSERV.VISTAIT.COM
Subject: Re: Help Desk Application


**

We use a custom built application.

Roger A. Nall
Project Manager
Remedy Administrator
Covista Communication
888-890-7600x7446
rnall@covista.com


-----Original Message-----
From: Linda Baker [mailto:llb31_2000@YAHOO.COM]
Sent: Friday, January 04, 2002 10:38 AM
To: ARSLIST@LISTSERV.VISTAIT.COM
Subject: Help Desk Application


**

I'm curious to how many people on this discussion list
are using the Remedy Help Desk application vs a custom
built application? If you have a free second, please
let me know what you are using!

Thanks!

LB

_____________________
Do You Yahoo!?
Send your FREE holiday greetings online!
http://greetings.yahoo.com

__________________
_____________


You may also control your subscription options, including UNSUBSCRIBE, at
www.ARSLIST.org

__________________
_____________


You may also control your subscription options, including UNSUBSCRIBE, at
www.ARSLIST.org


Please visit us at http://www.sonybiz.net

*************************************************************************
The information contained in this message or any of its
attachments may be privileged and confidential and intended
for the exclusive use of the addressee. If you are not the
addressee any disclosure, reproduction, distribution or other
dissemination or use of this communication is strictly prohibited
*************************************************************************

__

You may also control your subscription options, including UNSUBSCRIBE, at www.ARSLIST.org

I use the Help Desk application with a few modifications.

-----Original Message-----
From: Linda Baker [mailto:llb31_2000@YAHOO.COM]
Sent: Friday, January 04, 2002 9:38 AM
To: ARSLIST@LISTSERV.VISTAIT.COM
Subject: Help Desk Application


**

I'm curious to how many people on this discussion list
are using the Remedy Help Desk application vs a custom
built application? If you have a free second, please
let me know what you are using!

Thanks!

LB

_____________________
Do You Yahoo!?
Send your FREE holiday greetings online!
http://greetings.yahoo.com

__________________
_____________


You may also control your subscription options, including UNSUBSCRIBE, at
www.ARSLIST.org

__

You may also control your subscription options, including UNSUBSCRIBE, at www.ARSLIST.org

We use a custom. We have had it for I think 7 years (before my time). So
many features that we have gotten attached to that we decided to stick with
it.

-----Original Message-----
From: Janet Smith [mailto:ccjsmith@ISUGW.INDSTATE.EDU]
Sent: Friday, January 04, 2002 8:04 AM
To: ARSLIST@LISTSERV.VISTAIT.COM
Subject: Re: Help Desk Application


**

We are currently using a custom built application on Remedy but are in the
process of installing the Help Desk application.

Jan Smith
Systems Analyst
Indiana State University
Phone: (812) 237-8593
Email: ccjsmith@isugw.indstate.edu

>>> llb31_2000@YAHOO.COM 01/04/02 10:37AM >>>
**

I'm curious to how many people on this discussion list
are using the Remedy Help Desk application vs a custom
built application? If you have a free second, please
let me know what you are using!

Thanks!

LB

_____________________
Do You Yahoo!?
Send your FREE holiday greetings online!
http://greetings.yahoo.com

__________________
_____________


You may also control your subscription options, including UNSUBSCRIBE, at
www.ARSLIST.org

__________________
_____________


You may also control your subscription options, including UNSUBSCRIBE, at
www.ARSLIST.org

__

You may also control your subscription options, including UNSUBSCRIBE, at www.ARSLIST.org

Art Milbuta


-----Original Message-----
From: Linda Baker [ mailto:llb31_2000@YAHOO.COM]
Sent: Friday, January 04, 2002 10:38 AM
To: ARSLIST@LISTSERV.VISTAIT.COM
Subject: Help Desk Application


**

I'm curious to how many people on this discussion list
are using the Remedy Help Desk application vs a custom
built application? If you have a free second, please
let me know what you are using!

Thanks!

LB

_____________________
Do You Yahoo!?
Send your FREE holiday greetings online!
http://greetings.yahoo.com

__

Linda, We just implemented ARS 4.5 and Help Desk 4.5. We should be in full
production by the end of February. I went to the Admin and Help Desk class
in Maryland and I was the only one in the class that was going to use Help
Desk. Everyone else was building their own. Hope that helps.
Cindy

-----Original Message-----
From: Linda Baker [mailto:llb31_2000@YAHOO.COM]
Sent: Friday, January 04, 2002 10:38 AM
To: ARSLIST@LISTSERV.VISTAIT.COM
Subject: Help Desk Application


**

I'm curious to how many people on this discussion list
are using the Remedy Help Desk application vs a custom
built application? If you have a free second, please
let me know what you are using!

Thanks!

LB

_____________________
Do You Yahoo!?
Send your FREE holiday greetings online!
http://greetings.yahoo.com

__________________
_____________


You may also control your subscription options, including UNSUBSCRIBE, at
www.ARSLIST.org

__

You may also control your subscription options, including UNSUBSCRIBE, at www.ARSLIST.org

We use a set of custom built applications, including our IS HelpDesk which
STARTED as a heavily customized version of HelpDesk 2. Bears little
resemblance to it now . . .


Dann Cox
Systems Support Specialist,
School District 68 (Nanaimo-Ladysmith)
Nanaimo, BC, Canada
mailto:dcox@sd68.bc.ca
(250) 741-5270


-----Original Message-----
From: Linda Baker [mailto:llb31_2000@YAHOO.COM]
Sent: Friday, January 04, 2002 10:38 AM
To: ARSLIST@LISTSERV.VISTAIT.COM
Subject: Help Desk Application


**

I'm curious to how many people on this discussion list
are using the Remedy Help Desk application vs a custom
built application? If you have a free second, please
let me know what you are using!

Thanks!

LB

_____________________
Do You Yahoo!?
Send your FREE holiday greetings online!
http://greetings.yahoo.com

__________________
_____________


You may also control your subscription options, including UNSUBSCRIBE, at
www.ARSLIST.org

__________________
_____________


You may also control your subscription options, including UNSUBSCRIBE, at
www.ARSLIST.org


Please visit us at http://www.sonybiz.net

*************************************************************************
The information contained in this message or any of its
attachments may be privileged and confidential and intended
for the exclusive use of the addressee. If you are not the
addressee any disclosure, reproduction, distribution or other
dissemination or use of this communication is strictly prohibited
*************************************************************************

__________________
_____________


You may also control your subscription options, including UNSUBSCRIBE, at
www.ARSLIST.org

__

You may also control your subscription options, including UNSUBSCRIBE, at www.ARSLIST.org

Ditto, what he said, me too!

Using HD 3.0 from 12/98 to 7/01, upgraded to HD 4.03, will wait for the HD
5.0 upgrade before doing another upgrade.

Our HD installation is so heavily modified, customized, twisted and
tweaked,it will take some time to do the upgrade.

We were going to purchase Asset Management, but decided we would build the
functionailty we need into our HD Asset Tracking. (there goes the 80K sale
;)

ARS 4.5.2 - HD 4.0.3 (Change Tracking, Asset tracking and HD)
Oracle 8.1.7
NT 4.0 SP6

Claire Sanford
Information Systems Division
Memorial Hermann Healthcare System
Phone: 713 448 6035
Fax: 713 448 6300
claire_sanford@mhhs.org



-----Original Message-----
From: Christopher Strauss [mailto:strauss@REMEDY.ACS.UNT.EDU]
Sent: Friday, January 04, 2002 10:51 AM
To: ARSLIST@LISTSERV.VISTAIT.COM
Subject: Re: Help Desk Application


**

Used Help Desk 3.0 initially and using Help Desk 4.0 since 1999, both with
some form and workflow customizations. Most likely will wait for Help Desk
5.0 before migrating development to ARS 5.0 since it will also have to be
reverse-engineered and customized before current data can be migrated.

Christopher Strauss, MSLS
Remedy Database Administrator
University of North Texas Computing Center
http://remedy.unt.edu/helpdesk/

-----Original Message-----
From: Linda Baker [mailto:llb31_2000@YAHOO.COM]
Sent: Friday, January 04, 2002 9:38 AM
To: ARSLIST@LISTSERV.VISTAIT.COM
Subject: Help Desk Application


**

I'm curious to how many people on this discussion list
are using the Remedy Help Desk application vs a custom
built application? If you have a free second, please
let me know what you are using!

Thanks!

LB

_____________________
Do You Yahoo!?
Send your FREE holiday greetings online! http://greetings.yahoo.com

__________________
_
____________

You may also control your subscription
options,
including UNSUBSCRIBE, at www.ARSLIST.org

__________________
_____________


You may also control your subscription options, including UNSUBSCRIBE, at
www.ARSLIST.org

__

You may also control your subscription options, including UNSUBSCRIBE, at www.ARSLIST.org

We have 3 major custom applications and several small ones. There were two
in place when I got here, and I redesigned them both in addition to building
a new one from scratch.

At my first company with Remedy, we had bought Help Desk but it couldn't do
what we needed. So we had a consultant come in and design a custom app. I
supported that, which gave me the ideas/experience I needed to move on to my
current company and build new applications.

I have certainly gotten many good ideas by looking through Help Desk and
Change Management manuals or going to local RUGs where they demo new remedy
software.

Pros about custom apps:
1) unless it was there beforehand, you built it, so you know how to fix it
if it breaks. And it's easy to modify.
2) Your users get exactly what they want.
3) It's cheaper, unless you count the salary that they are probably paying
you anyway.

-----Original Message-----
From: Linda Baker [mailto:llb31_2000@YAHOO.COM]
Sent: Friday, January 04, 2002 10:38 AM
To: ARSLIST@LISTSERV.VISTAIT.COM
Subject: Help Desk Application


**

I'm curious to how many people on this discussion list
are using the Remedy Help Desk application vs a custom
built application? If you have a free second, please
let me know what you are using!

Thanks!

LB

_____________________
Do You Yahoo!?
Send your FREE holiday greetings online!
http://greetings.yahoo.com

__________________
_____________


You may also control your subscription options, including UNSUBSCRIBE, at
www.ARSLIST.org

__

You may also control your subscription options, including UNSUBSCRIBE, at www.ARSLIST.org

HD 4 for about 1 1/2 years with minor customization.

-----Original Message-----
From: Linda Baker [mailto:llb31_2000@YAHOO.COM]
Sent: Friday, January 04, 2002 8:38 AM
To: ARSLIST@LISTSERV.VISTAIT.COM
Subject: Help Desk Application


**

I'm curious to how many people on this discussion list
are using the Remedy Help Desk application vs a custom
built application? If you have a free second, please
let me know what you are using!

Thanks!

LB

_____________________
Do You Yahoo!?
Send your FREE holiday greetings online!
http://greetings.yahoo.com

__________________
_____________


You may also control your subscription options, including UNSUBSCRIBE, at
www.ARSLIST.org

__

You may also control your subscription options, including UNSUBSCRIBE, at www.ARSLIST.org

We are using a customized helpdesk based on helpdesk 4. We use
Cat-Type-Item but turned off Region-Site-Department, we only use paging
by email for notification, we also created our own asset tracking, and
added a custom call tracking application that interfaces with the
helpdesk ticket system.

We also created a web front end to placing calls and updating tickets
using ARSPerl and PHP.

Bill Barron
Systems/Database Administrator
Sarnoff Corporation


-----Original Message-----
From: Action Request System discussion list(ARSList)
[mailto:ARSLIST@LISTSERV.VISTAIT.COM] On Behalf Of Dann Cox
Sent: Friday, January 04, 2002 1:01 PM
To: ARSLIST@LISTSERV.VISTAIT.COM
Subject: Re: Help Desk Application

**

We use a set of custom built applications, including our IS HelpDesk
which
STARTED as a heavily customized version of HelpDesk 2. Bears little
resemblance to it now . . .


Dann Cox
Systems Support Specialist,
School District 68 (Nanaimo-Ladysmith)
Nanaimo, BC, Canada
mailto:dcox@sd68.bc.ca
(250) 741-5270


-----Original Message-----
From: Linda Baker [mailto:llb31_2000@YAHOO.COM]
Sent: Friday, January 04, 2002 10:38 AM
To: ARSLIST@LISTSERV.VISTAIT.COM
Subject: Help Desk Application


**

I'm curious to how many people on this discussion list
are using the Remedy Help Desk application vs a custom
built application? If you have a free second, please
let me know what you are using!

Thanks!

LB

_____________________
Do You Yahoo!?
Send your FREE holiday greetings online!
http://greetings.yahoo.com

______________
____
_____________


You may also control your subscription options, including UNSUBSCRIBE,
at
www.ARSLIST.org

______________
____
_____________


You may also control your subscription options, including UNSUBSCRIBE,
at
www.ARSLIST.org


Please visit us at http://www.sonybiz.net

************************************************************************
*
The information contained in this message or any of its
attachments may be privileged and confidential and intended
for the exclusive use of the addressee. If you are not the
addressee any disclosure, reproduction, distribution or other
dissemination or use of this communication is strictly prohibited
************************************************************************
*

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____
_____________


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at
www.ARSLIST.org

______________
_________________


You may also control your subscription options, including UNSUBSCRIBE,
at www.ARSLIST.org

__

You may also control your subscription options, including UNSUBSCRIBE, at www.ARSLIST.org

We are using Remedy HelpDesk 4.5 with customizations. We use only
cat-type......no item....We do not use the paging function.

Cheryl Dinges
Client Services
605-235-2999


-----Original Message-----
From: Linda Baker [mailto:llb31_2000@YAHOO.COM]
Sent: Friday, January 04, 2002 9:38 AM
To: ARSLIST@LISTSERV.VISTAIT.COM
Subject: Help Desk Application


**

I'm curious to how many people on this discussion list
are using the Remedy Help Desk application vs a custom
built application? If you have a free second, please
let me know what you are using!

Thanks!

LB

_____________________
Do You Yahoo!?
Send your FREE holiday greetings online!
http://greetings.yahoo.com

__________________
_____________


You may also control your subscription options, including UNSUBSCRIBE, at
www.ARSLIST.org

__

You may also control your subscription options, including UNSUBSCRIBE, at www.ARSLIST.org

We designed and developed a totally custom designed Service Request system 4 1/2 for our IT area. Have made minor modifications/improvements in it since. We looked at swapping it out for HD 4.0 but decided against it - HD 4.0 did not provide us enough extra features to make the plunge - in fact, it provided less functionality - and would have been extremely difficult to modify.

We had our prototype up and running in 8 weeks with two of us working on it.

We have just finished rolling out an external customer tracking system a division uses to track contact with external software customers.

We have also just finished rolling out an employee contact tracking system used by our internal HR Services area to track employees calling in with benefits related questions - in the hope of eliminating answer shopping and to justify their existence...

The ARS Systems is a very flexible and capable development platform - I would not go down the packaged HD road unless you don't intend on any modifications and don't mind paying their prices for licenses and ongoing support!

Greg Mathias


-----Original Message-----
From: Steve Courtright [mailto:SCOURTR@SEARS.COM]
Sent: Friday, January 04, 2002 9:55 AM
To: ARSLIST@LISTSERV.VISTAIT.COM
Subject: Re: Help Desk Application

**

We are using a custom built 3yrs ago application on Remedy, but are in the
process of installing the Help Desk application.

Regards,

Steve Courtright
ARS Administrator/Developer
Sears
512-248-4998
or ext. 16097





>>> llb31_2000@YAHOO.COM 01/04/02 10:37AM >>>
**

I'm curious to how many people on this discussion list
are using the Remedy Help Desk application vs a custom
built application? If you have a free second, please
let me know what you are using!

Thanks!

LB

_____________________
Do You Yahoo!?
Send your FREE holiday greetings online!
http://greetings.yahoo.com

__



You may also control your subscription options, including UNSUBSCRIBE, at
www.ARSLIST.org

__



You may also control your subscription options, including UNSUBSCRIBE, at
www.ARSLIST.org

__

You may also control your subscription options, including UNSUBSCRIBE, at www.ARSLIST.org

__

You may also control your subscription options, including UNSUBSCRIBE, at www.ARSLIST.org

Cindy,

Thanks, for the feed-back. Where is lazyboy at?
--- Cindy Godfried
wrote:
> **
>
> Linda, We just implemented ARS 4.5 and Help Desk
> 4.5. We should be in full
> production by the end of February. I went to the
> Admin and Help Desk class
> in Maryland and I was the only one in the class that
> was going to use Help
> Desk. Everyone else was building their own. Hope
> that helps.
> Cindy
>
> -----Original Message-----
> From: Linda Baker [mailto:llb31_2000@YAHOO.COM]
> Sent: Friday, January 04, 2002 10:38 AM
> To: ARSLIST@LISTSERV.VISTAIT.COM
> Subject: Help Desk Application
>
>
> **
>
> I'm curious to how many people on this discussion
> list
> are using the Remedy Help Desk application vs a
> custom
> built application? If you have a free second,
> please
> let me know what you are using!
>
> Thanks!
>
> LB
>
> _____________________
> Do You Yahoo!?
> Send your FREE holiday greetings online!
> http://greetings.yahoo.com
>
>
__________________
> _____________
> To UNSUBSCRIBE, email the message "unsubscribe
> arslist" to:
>
> You may also control your subscription options,
> including UNSUBSCRIBE, at
> www.ARSLIST.org
>
>
__
> To UNSUBSCRIBE, email the message "unsubscribe
> arslist" to:
> You may also control your subscription options,
> including UNSUBSCRIBE, at www.ARSLIST.org


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We are using a few custom apps. We tend to use the logic that if you aren't
going to use at least 75% of the functionality, you shouldn't go with OTB.
Does anyone disagree with this logic?

-----Original Message-----
From: O'Hara, Jim [mailto:JLO4@PGE.COM]
Sent: Friday, January 04, 2002 12:03 PM
Subject: Re: Help Desk Application


**

We use a custom. We have had it for I think 7 years (before my time). So
many features that we have gotten attached to that we decided to stick with
it.

-----Original Message-----
From: Janet Smith [mailto:ccjsmith@ISUGW.INDSTATE.EDU]
Sent: Friday, January 04, 2002 8:04 AM
To: ARSLIST@LISTSERV.VISTAIT.COM
Subject: Re: Help Desk Application


**

We are currently using a custom built application on Remedy but are in the
process of installing the Help Desk application.

Jan Smith
Systems Analyst
Indiana State University
Phone: (812) 237-8593
Email: ccjsmith@isugw.indstate.edu

>>> llb31_2000@YAHOO.COM 01/04/02 10:37AM >>>
**

I'm curious to how many people on this discussion list
are using the Remedy Help Desk application vs a custom
built application? If you have a free second, please
let me know what you are using!

Thanks!

LB

_____________________
Do You Yahoo!?
Send your FREE holiday greetings online!
http://greetings.yahoo.com

__________________
_____________


You may also control your subscription options, including UNSUBSCRIBE, at
www.ARSLIST.org

__________________
_____________


You may also control your subscription options, including UNSUBSCRIBE, at
www.ARSLIST.org

__

You may also control your subscription options, including UNSUBSCRIBE, at www.ARSLIST.org

I completely agree - I tell my clients pretty much the same thing. Also
factor in future customizations and tweaks to that number.

Rick Cook
Senior Remedy Consultant
Denali Advanced Integration

-----Original Message-----
From: Brian Goralczyk [mailto:Brian.Goralczyk@VERIZONWIRELESS.COM]
Sent: Monday, January 07, 2002 6:37 AM
To: ARSLIST@LISTSERV.VISTAIT.COM
Subject: Re: Help Desk Application


**

We are using a few custom apps. We tend to use the logic that if you
aren't
going to use at least 75% of the functionality, you shouldn't go with
OTB.
Does anyone disagree with this logic?

-----Original Message-----
From: O'Hara, Jim [mailto:JLO4@PGE.COM]
Sent: Friday, January 04, 2002 12:03 PM
Subject: Re: Help Desk Application


**

We use a custom. We have had it for I think 7 years (before my time).
So
many features that we have gotten attached to that we decided to stick
with
it.

-----Original Message-----
From: Janet Smith [mailto:ccjsmith@ISUGW.INDSTATE.EDU]
Sent: Friday, January 04, 2002 8:04 AM
To: ARSLIST@LISTSERV.VISTAIT.COM
Subject: Re: Help Desk Application


**

We are currently using a custom built application on Remedy but are in
the
process of installing the Help Desk application.

Jan Smith
Systems Analyst
Indiana State University
Phone: (812) 237-8593
Email: ccjsmith@isugw.indstate.edu

>>> llb31_2000@YAHOO.COM 01/04/02 10:37AM >>>
**

I'm curious to how many people on this discussion list
are using the Remedy Help Desk application vs a custom
built application? If you have a free second, please
let me know what you are using!

Thanks!

LB

_____________________
Do You Yahoo!?
Send your FREE holiday greetings online!
http://greetings.yahoo.com

______________
____
_____________


You may also control your subscription options, including UNSUBSCRIBE,
at
www.ARSLIST.org

______________
____
_____________


You may also control your subscription options, including UNSUBSCRIBE,
at
www.ARSLIST.org

______________
_________________


You may also control your subscription options, including UNSUBSCRIBE,
at www.ARSLIST.org

__

You may also control your subscription options, including UNSUBSCRIBE, at www.ARSLIST.org

I also tend to agree with that logic, in addition I always look at cost.
If I can custom develop an app for less money over three years of
licenses and support, then I suggest that to the customer. In most cases
if the shop is greater that 25 or so users, you can almost always build
custom for less than OTB.

Doug Tanner
RAC / PAC


-----Original Message-----
From: Action Request System discussion list(ARSList)
[mailto:ARSLIST@LISTSERV.VISTAIT.COM] On Behalf Of Brian Goralczyk
Sent: Monday, January 07, 2002 9:37 AM
To: ARSLIST@LISTSERV.VISTAIT.COM
Subject: Re: Help Desk Application


**

We are using a few custom apps. We tend to use the logic that if you
aren't going to use at least 75% of the functionality, you shouldn't go
with OTB. Does anyone disagree with this logic?

-----Original Message-----
From: O'Hara, Jim [mailto:JLO4@PGE.COM]
Sent: Friday, January 04, 2002 12:03 PM
Subject: Re: Help Desk Application


**

We use a custom. We have had it for I think 7 years (before my time).
So many features that we have gotten attached to that we decided to
stick with it.

-----Original Message-----
From: Janet Smith [mailto:ccjsmith@ISUGW.INDSTATE.EDU]
Sent: Friday, January 04, 2002 8:04 AM
To: ARSLIST@LISTSERV.VISTAIT.COM
Subject: Re: Help Desk Application


**

We are currently using a custom built application on Remedy but are in
the process of installing the Help Desk application.

Jan Smith
Systems Analyst
Indiana State University
Phone: (812) 237-8593
Email: ccjsmith@isugw.indstate.edu

>>> llb31_2000@YAHOO.COM 01/04/02 10:37AM >>>
**

I'm curious to how many people on this discussion list
are using the Remedy Help Desk application vs a custom
built application? If you have a free second, please
let me know what you are using!

Thanks!

LB

_____________________
Do You Yahoo!?
Send your FREE holiday greetings online! http://greetings.yahoo.com

______________
____
_____________

You may also control your subscription
options, including UNSUBSCRIBE, at www.ARSLIST.org

______________
____
_____________

You may also control your subscription
options, including UNSUBSCRIBE, at www.ARSLIST.org

______________
_________________

You may also control your subscription
options, including UNSUBSCRIBE, at www.ARSLIST.org

__

You may also control your subscription options, including UNSUBSCRIBE, at www.ARSLIST.org

we moved from a custom HD app to HD 4.0 a year ago, I took over Dev on the
application 10 months ago and have mad massive changes to it, adding new
forms and automation tot eh system. We now have a Quick Ticket form(2
menu's and an NT login name), Web based account creation, SPC generators,
"Minimum Requirements" form, and a slew of other things. The Idea of HD was
good, but we are about to completly redesign it.

dave

-----Original Message-----
From: Linda Baker [mailto:llb31_2000@YAHOO.COM]
Sent: Friday, January 04, 2002 10:38 AM
To: ARSLIST@LISTSERV.VISTAIT.COM
Subject: [ARSLIST] Help Desk Application


**

I'm curious to how many people on this discussion list
are using the Remedy Help Desk application vs a custom
built application? If you have a free second, please
let me know what you are using!

Thanks!

LB

_____________________
Do You Yahoo!?
Send your FREE holiday greetings online!
http://greetings.yahoo.com

__________________
_____________


You may also control your subscription options, including UNSUBSCRIBE, at
www.ARSLIST.org

__

You may also control your subscription options, including UNSUBSCRIBE, at www.ARSLIST.org

Out Help Desk Application was developed in-house. We purchased the AR
System before a Help Desk Application was offered.

Dave

-----Original Message-----
From: Linda Baker [mailto:llb31_2000@YAHOO.COM]
Sent: Friday, January 04, 2002 9:38 AM
To: ARSLIST@LISTSERV.VISTAIT.COM
Subject: Help Desk Application


**

I'm curious to how many people on this discussion list
are using the Remedy Help Desk application vs a custom
built application? If you have a free second, please
let me know what you are using!

Thanks!

LB

_____________________
Do You Yahoo!?
Send your FREE holiday greetings online!
http://greetings.yahoo.com


Dave Shellman

Phone: (717)810-3687
Fax: (717)810-2124
email: dave.shellman@tycoelectronics.com

tyco ELECTRONICS GROUP
A tyco INTERNATIONAL LTD COMPANY
MS 194-026
PO Box 3608
Harrisburg, PA 17105-3607

__

You may also control your subscription options, including UNSUBSCRIBE, at www.ARSLIST.org

Jan,

I'd mostly agree with Mr. T (, I pity the fool who doesn't use Rem-Mail!)
and Brian. It use to be a lot better when licensing wasn't so complicated,
but having to license HD and CM and ARS becomes cost prohibitive pretty
fast, especially with CM and approvals, etc. OTB gives you an amazing
amount of functionality in an instant, but the real downside is that no
matter how many 'best practices' are built in, modification is almost
always necessary to meet a company's business needs, so the key is to
understand how much modification is necessary. If it's 'tons' (technical
term), and you have adequate ARS resources and time, then development is
often better since you get exactly what you need. If you have a short time
frame and are short on ARS resources, then perhaps out of the box would
work better. Another aspect I look at is when you install OTB apps, then
next Admin/developer that comes behind you knows how the core system
functions even if you have made modifcations. The core HD and CM are still
there and recognizable even if you've modified them, which makes it much
easier to transition new ARS support.

That said, we have custom apps that I'm replacing with HD and CM, but the
project I'm working on was approved before 5.0 was a reality, and I truly
believe that 5.x will reshape the way we and many others do business. One
of the functional leaps in technology among many- it's ability to integrate
with other data sources allows unparalleled flexibility in design that
previously was unattainable. My fear (, or hope?!) is that I will build
custom again with 5.0 and replace all that I have just installed.

Oh well, that's the nature of corporate life, "I don't care if it makes
more sense to NOT roll that out, you've got a project that has to be
delivered!"

David C. Kirkpatrick
Lead Systems Administrator
The Regence Group
Portland, OR USA
503.225.6675 (phone)
dckirkp@regence.com




"Douglas M. Tanner"
To: ARSLIST@LISTSERV.VISTAIT.COM
Sent by: "Action cc:
Request System Subject: Re: Help Desk Application
discussion
list(ARSList)"
STAIT.COM>


01/07/2002 08:14 AM
Please respond to
"Action Request
System discussion
list(ARSList)"






**

I also tend to agree with that logic, in addition I always look at cost.
If I can custom develop an app for less money over three years of
licenses and support, then I suggest that to the customer. In most cases
if the shop is greater that 25 or so users, you can almost always build
custom for less than OTB.

Doug Tanner
RAC / PAC


-----Original Message-----
From: Action Request System discussion list(ARSList)
[mailto:ARSLIST@LISTSERV.VISTAIT.COM] On Behalf Of Brian Goralczyk
Sent: Monday, January 07, 2002 9:37 AM
To: ARSLIST@LISTSERV.VISTAIT.COM
Subject: Re: Help Desk Application


**

We are using a few custom apps. We tend to use the logic that if you
aren't going to use at least 75% of the functionality, you shouldn't go
with OTB. Does anyone disagree with this logic?

-----Original Message-----
From: O'Hara, Jim [mailto:JLO4@PGE.COM]
Sent: Friday, January 04, 2002 12:03 PM
Subject: Re: Help Desk Application


**

We use a custom. We have had it for I think 7 years (before my time).
So many features that we have gotten attached to that we decided to
stick with it.

-----Original Message-----
From: Janet Smith [mailto:ccjsmith@ISUGW.INDSTATE.EDU]
Sent: Friday, January 04, 2002 8:04 AM
To: ARSLIST@LISTSERV.VISTAIT.COM
Subject: Re: Help Desk Application


**

We are currently using a custom built application on Remedy but are in
the process of installing the Help Desk application.

Jan Smith
Systems Analyst
Indiana State University
Phone: (812) 237-8593
Email: ccjsmith@isugw.indstate.edu

>>> llb31_2000@YAHOO.COM 01/04/02 10:37AM >>>
**

I'm curious to how many people on this discussion list
are using the Remedy Help Desk application vs a custom
built application? If you have a free second, please
let me know what you are using!

Thanks!

LB

_____________________
Do You Yahoo!?
Send your FREE holiday greetings online! http://greetings.yahoo.com

______________
____
_____________

You may also control your subscription
options, including UNSUBSCRIBE, at www.ARSLIST.org

______________
____
_____________

You may also control your subscription
options, including UNSUBSCRIBE, at www.ARSLIST.org

______________
_________________

You may also control your subscription
options, including UNSUBSCRIBE, at www.ARSLIST.org

__



You may also control your subscription options, including UNSUBSCRIBE, at
www.ARSLIST.org



===========================================================================
IMPORTANT NOTICE: This communication, including any attachment, contains
information that may be confidential or privileged, and is intended solely
for the entity or individual to whom it is addressed. If you are not the
intended recipient, you should delete this message and are hereby notified
that any disclosure, copying, or distribution of this message is strictly
prohibited. Nothing in this email, including any attachment, is intended
to be a legally binding signature.

__

You may also control your subscription options, including UNSUBSCRIBE, at www.ARSLIST.org

Thanks David, I am a certified Instructor on Helpdesk, Asset & Change
Management and have been doing Remedy implementations for over 5 years,
want to guess what the percentage of Custom vs. OTB is ?

Doug

-----Original Message-----
From: Action Request System discussion list(ARSList)
[mailto:ARSLIST@LISTSERV.VISTAIT.COM] On Behalf Of David Kirkpatrick
Sent: Monday, January 07, 2002 1:20 PM
To: ARSLIST@LISTSERV.VISTAIT.COM
Subject: Re: Help Desk Application


**

Jan,

I'd mostly agree with Mr. T (, I pity the fool who doesn't use
Rem-Mail!) and Brian. It use to be a lot better when licensing wasn't
so complicated, but having to license HD and CM and ARS becomes cost
prohibitive pretty fast, especially with CM and approvals, etc. OTB
gives you an amazing amount of functionality in an instant, but the real
downside is that no matter how many 'best practices' are built in,
modification is almost always necessary to meet a company's business
needs, so the key is to understand how much modification is necessary.
If it's 'tons' (technical term), and you have adequate ARS resources and
time, then development is often better since you get exactly what you
need. If you have a short time frame and are short on ARS resources,
then perhaps out of the box would work better. Another aspect I look at
is when you install OTB apps, then next Admin/developer that comes
behind you knows how the core system functions even if you have made
modifcations. The core HD and CM are still there and recognizable even
if you've modified them, which makes it much easier to transition new
ARS support.

That said, we have custom apps that I'm replacing with HD and CM, but
the project I'm working on was approved before 5.0 was a reality, and I
truly believe that 5.x will reshape the way we and many others do
business. One of the functional leaps in technology among many- it's
ability to integrate with other data sources allows unparalleled
flexibility in design that previously was unattainable. My fear (, or
hope?!) is that I will build custom again with 5.0 and replace all that
I have just installed.

Oh well, that's the nature of corporate life, "I don't care if it makes
more sense to NOT roll that out, you've got a project that has to be
delivered!"

David C. Kirkpatrick
Lead Systems Administrator
The Regence Group
Portland, OR USA
503.225.6675 (phone)
dckirkp@regence.com




"Douglas M. Tanner"
To:
ARSLIST@LISTSERV.VISTAIT.COM
Sent by: "Action cc:
Request System Subject: Re: Help
Desk Application
discussion
list(ARSList)"
STAIT.COM>


01/07/2002 08:14 AM
Please respond to
"Action Request
System discussion
list(ARSList)"






**

I also tend to agree with that logic, in addition I always look at cost.
If I can custom develop an app for less money over three years of
licenses and support, then I suggest that to the customer. In most cases
if the shop is greater that 25 or so users, you can almost always build
custom for less than OTB.

Doug Tanner
RAC / PAC


-----Original Message-----
From: Action Request System discussion list(ARSList)
[mailto:ARSLIST@LISTSERV.VISTAIT.COM] On Behalf Of Brian Goralczyk
Sent: Monday, January 07, 2002 9:37 AM
To: ARSLIST@LISTSERV.VISTAIT.COM
Subject: Re: Help Desk Application


**

We are using a few custom apps. We tend to use the logic that if you
aren't going to use at least 75% of the functionality, you shouldn't go
with OTB. Does anyone disagree with this logic?

-----Original Message-----
From: O'Hara, Jim [mailto:JLO4@PGE.COM]
Sent: Friday, January 04, 2002 12:03 PM
Subject: Re: Help Desk Application


**

We use a custom. We have had it for I think 7 years (before my time).
So many features that we have gotten attached to that we decided to
stick with it.

-----Original Message-----
From: Janet Smith [mailto:ccjsmith@ISUGW.INDSTATE.EDU]
Sent: Friday, January 04, 2002 8:04 AM
To: ARSLIST@LISTSERV.VISTAIT.COM
Subject: Re: Help Desk Application


**

We are currently using a custom built application on Remedy but are in
the process of installing the Help Desk application.

Jan Smith
Systems Analyst
Indiana State University
Phone: (812) 237-8593
Email: ccjsmith@isugw.indstate.edu

>>> llb31_2000@YAHOO.COM 01/04/02 10:37AM >>>
**

I'm curious to how many people on this discussion list
are using the Remedy Help Desk application vs a custom
built application? If you have a free second, please
let me know what you are using!

Thanks!

LB

_____________________
Do You Yahoo!?
Send your FREE holiday greetings online! http://greetings.yahoo.com

______________
____
_____________

You may also control your subscription
options, including UNSUBSCRIBE, at www.ARSLIST.org

______________
____
_____________

You may also control your subscription
options, including UNSUBSCRIBE, at www.ARSLIST.org

______________
_________________

You may also control your subscription
options, including UNSUBSCRIBE, at www.ARSLIST.org

______________
_________________


You may also control your subscription
options, including UNSUBSCRIBE, at www.ARSLIST.org



========================================================================
===
IMPORTANT NOTICE: This communication, including any attachment, contains
information that may be confidential or privileged, and is intended
solely for the entity or individual to whom it is addressed. If you are
not the intended recipient, you should delete this message and are
hereby notified that any disclosure, copying, or distribution of this
message is strictly prohibited. Nothing in this email, including any
attachment, is intended to be a legally binding signature.

______________
_________________

You may also control your subscription
options, including UNSUBSCRIBE, at www.ARSLIST.org

__

You may also control your subscription options, including UNSUBSCRIBE, at www.ARSLIST.org

Dr. Doug,

I would bet that it is whatever percentage your extensive experience and
skill would indicate is the appropriate number!

How's that for a schmoozy answer?!?!?!

So what's up? How's business shaping in the post-Remedy era? Keeping your
boys busy?

Tell Warner and Robert "Howdy" for me.

Be good!

David C. Kirkpatrick
Lead Systems Administrator
The Regence Group
Portland, OR USA
503.225.6675 (phone)
dckirkp@regence.com



"Douglas M. Tanner"
To: ARSLIST@LISTSERV.VISTAIT.COM
Sent by: "Action cc:
Request System Subject: Re: Help Desk Application
discussion
list(ARSList)"
STAIT.COM>


01/07/2002 12:53 PM
Please respond to
"Action Request
System discussion
list(ARSList)"






**

Thanks David, I am a certified Instructor on Helpdesk, Asset & Change
Management and have been doing Remedy implementations for over 5 years,
want to guess what the percentage of Custom vs. OTB is ?

Doug

-----Original Message-----
From: Action Request System discussion list(ARSList)
[mailto:ARSLIST@LISTSERV.VISTAIT.COM] On Behalf Of David Kirkpatrick
Sent: Monday, January 07, 2002 1:20 PM
To: ARSLIST@LISTSERV.VISTAIT.COM
Subject: Re: Help Desk Application


**

Jan,

I'd mostly agree with Mr. T (, I pity the fool who doesn't use
Rem-Mail!) and Brian. It use to be a lot better when licensing wasn't
so complicated, but having to license HD and CM and ARS becomes cost
prohibitive pretty fast, especially with CM and approvals, etc. OTB
gives you an amazing amount of functionality in an instant, but the real
downside is that no matter how many 'best practices' are built in,
modification is almost always necessary to meet a company's business
needs, so the key is to understand how much modification is necessary.
If it's 'tons' (technical term), and you have adequate ARS resources and
time, then development is often better since you get exactly what you
need. If you have a short time frame and are short on ARS resources,
then perhaps out of the box would work better. Another aspect I look at
is when you install OTB apps, then next Admin/developer that comes
behind you knows how the core system functions even if you have made
modifcations. The core HD and CM are still there and recognizable even
if you've modified them, which makes it much easier to transition new
ARS support.

That said, we have custom apps that I'm replacing with HD and CM, but
the project I'm working on was approved before 5.0 was a reality, and I
truly believe that 5.x will reshape the way we and many others do
business. One of the functional leaps in technology among many- it's
ability to integrate with other data sources allows unparalleled
flexibility in design that previously was unattainable. My fear (, or
hope?!) is that I will build custom again with 5.0 and replace all that
I have just installed.

Oh well, that's the nature of corporate life, "I don't care if it makes
more sense to NOT roll that out, you've got a project that has to be
delivered!"

David C. Kirkpatrick
Lead Systems Administrator
The Regence Group
Portland, OR USA
503.225.6675 (phone)
dckirkp@regence.com




"Douglas M. Tanner"
To:
ARSLIST@LISTSERV.VISTAIT.COM
Sent by: "Action cc:
Request System Subject: Re: Help
Desk Application
discussion
list(ARSList)"
STAIT.COM>


01/07/2002 08:14 AM
Please respond to
"Action Request
System discussion
list(ARSList)"






**

I also tend to agree with that logic, in addition I always look at cost.
If I can custom develop an app for less money over three years of
licenses and support, then I suggest that to the customer. In most cases
if the shop is greater that 25 or so users, you can almost always build
custom for less than OTB.

Doug Tanner
RAC / PAC


-----Original Message-----
From: Action Request System discussion list(ARSList)
[mailto:ARSLIST@LISTSERV.VISTAIT.COM] On Behalf Of Brian Goralczyk
Sent: Monday, January 07, 2002 9:37 AM
To: ARSLIST@LISTSERV.VISTAIT.COM
Subject: Re: Help Desk Application


**

We are using a few custom apps. We tend to use the logic that if you
aren't going to use at least 75% of the functionality, you shouldn't go
with OTB. Does anyone disagree with this logic?

-----Original Message-----
From: O'Hara, Jim [mailto:JLO4@PGE.COM]
Sent: Friday, January 04, 2002 12:03 PM
Subject: Re: Help Desk Application


**

We use a custom. We have had it for I think 7 years (before my time).
So many features that we have gotten attached to that we decided to
stick with it.

-----Original Message-----
From: Janet Smith [mailto:ccjsmith@ISUGW.INDSTATE.EDU]
Sent: Friday, January 04, 2002 8:04 AM
To: ARSLIST@LISTSERV.VISTAIT.COM
Subject: Re: Help Desk Application


**

We are currently using a custom built application on Remedy but are in
the process of installing the Help Desk application.

Jan Smith
Systems Analyst
Indiana State University
Phone: (812) 237-8593
Email: ccjsmith@isugw.indstate.edu

>>> llb31_2000@YAHOO.COM 01/04/02 10:37AM >>>
**

I'm curious to how many people on this discussion list
are using the Remedy Help Desk application vs a custom
built application? If you have a free second, please
let me know what you are using!

Thanks!

LB

_____________________
Do You Yahoo!?
Send your FREE holiday greetings online! http://greetings.yahoo.com

______________
____
_____________

You may also control your subscription
options, including UNSUBSCRIBE, at www.ARSLIST.org

______________
____
_____________

You may also control your subscription
options, including UNSUBSCRIBE, at www.ARSLIST.org

______________
_________________

You may also control your subscription
options, including UNSUBSCRIBE, at www.ARSLIST.org

______________
_________________


You may also control your subscription
options, including UNSUBSCRIBE, at www.ARSLIST.org



========================================================================
===
IMPORTANT NOTICE: This communication, including any attachment, contains
information that may be confidential or privileged, and is intended
solely for the entity or individual to whom it is addressed. If you are
not the intended recipient, you should delete this message and are
hereby notified that any disclosure, copying, or distribution of this
message is strictly prohibited. Nothing in this email, including any
attachment, is intended to be a legally binding signature.

______________
_________________

You may also control your subscription
options, including UNSUBSCRIBE, at www.ARSLIST.org

__



You may also control your subscription options, including UNSUBSCRIBE, at
www.ARSLIST.org



===========================================================================
IMPORTANT NOTICE: This communication, including any attachment, contains
information that may be confidential or privileged, and is intended solely
for the entity or individual to whom it is addressed. If you are not the
intended recipient, you should delete this message and are hereby notified
that any disclosure, copying, or distribution of this message is strictly
prohibited. Nothing in this email, including any attachment, is intended
to be a legally binding signature.

__

You may also control your subscription options, including UNSUBSCRIBE, at www.ARSLIST.org