**

Rick,

..and with Doug behind the steering wheel I feel very, very comfortable with
the architectual direction.

The only thing I'm missing is the marketing/sales department. I sent them an
email 2-3 days ago (related to my posting about success stories), but has not
heard anything yet!

--
Jarl


>===== Original Message From arslist@ARSLIST.ORG =====
>**
>
>Well, Dan, you are obviously focusing on the Peregrine side of things, where
all is not well. The Remedy part of Peregrine is doing quite well, naysayers
like yourself to the contrary. I, like Chris, have seen some great things
coming out of Remedy engineering. In fact, they've increased their percentage
of $$ going to R&D, while maintaining same in Support, which is augmented by
this list. Separating themselves from Peregrine has done and will continue to
do wonders for Remedy's morale, and its ability to care for its customers via
sales and support.
>
>They're around for the long haul, and I am planning on taking the ride with
them. There isn't another development platform like ARS.
>
>Rick
>
>-----Original Message-----
>From: Dan Wilson [mailto:danwilson42@HOTMAIL.COM]
>Sent: Thursday, August 08, 2002 4:20 PM
>To: ARSLIST@LISTSERV.QMXS.COM
>Subject: Re: HelpDesk "Out of the Box"
>
>
>**
>
>For those of you getting ready to purchase Remedy -- I'm surprised.
>Peregrine is on it's last leg and Remedy will probably go with them. The
>products will probably be around but you'll be writing POs to several
>different companies for the same product you have today. It's already
>happening on the Peregrine side. You'll receive little support, an outdated
>product due to a lack of continuing development, and a sales and support
>structure that's very disenchanted.
>
>
>
>>From: Warren Baltimore
>>Reply-To: arslist@ARSLIST.ORG
>>To: ARSLIST@LISTSERV.QMXS.COM
>>Subject: HelpDesk "Out of the Box"
>>Date: Thu, 8 Aug 2002 16:46:22 -0400
>>
>>**
>>
>>My Office is about to purchase the HelpDesk application from Remedy and
>>retire our tired old Homegrown version.
>>
>>One of the steps that we will be doing is installing the PalmLink along
>>with it. Does the HelpDesk app come with palm form already built????
>>
>>How about a web view?
>>
>>Warren
>>
>>

>>To UNSUBSCRIBE, email the message "unsubscribe arslist" to:
>>listserv@arslist.org
>>You may also control your subscription options, including UNSUBSCRIBE, at
>>www.ARSLIST.org
>
>
>
>
>
>MSN Photos is the easiest way to share and print your photos:
>http://photos.msn.com/support/worldwide.aspx
>
>

>To UNSUBSCRIBE, email the message "unsubscribe arslist" to:
listserv@arslist.org
>You may also control your subscription options, including UNSUBSCRIBE, at
www.ARSLIST.org
>
>

>To UNSUBSCRIBE, email the message "unsubscribe arslist" to:
listserv@arslist.org
>You may also control your subscription options, including UNSUBSCRIBE, at
www.ARSLIST.org

**

Well -- some strong opinons. I have to admit that I have not read all the
email -- I will. Obviously, no one has a crystal ball to know what's going
to happen -- it was only my opinion based on information that I know.

Time will tell, but you have to admit that the lively discussion is a bit
more interesting than what you normally read on this newsgroup.

Regards,

Dan



>From: Ed Reynolds
>Reply-To: arslist@ARSLIST.ORG
>To: ARSLIST@LISTSERV.QMXS.COM
>Subject: Re: HelpDesk "Out of the Box"
>Date: Thu, 8 Aug 2002 20:00:07 -0700
>
>**
>
>If there is anyone on the list who thinks like Dan or has Management
>that thinks like Dan and is therefore planning on converting from Remedy
>or not buying needed additional Remedy licenses or Remedy product please
>contact me off the list. I can arrange meetings with people that will
>change your thinking and understanding of the situation.
>
>In my opinion the future is bright the tunnel just might be longer than
>I would like, but there is a light at the end of the tunnel.
>
>Ed Reynolds
>Vice President QMX SUPPORT SERVICES INC.
>Home/Office: 818-884-4013
>Cell: 818-421-8946
>Home FAX: 818-884-2025
>E-Mail: EReynolds@QMXS.com
>
>
>-----Original Message-----
>From: Action Request System discussion list(ARSList)
>[mailto:ARSLIST@LISTSERV.QMXS.COM] On Behalf Of Rick Cook
>Sent: Thursday, August 08, 2002 19:31
>To: ARSLIST@LISTSERV.QMXS.COM
>Subject: Re: HelpDesk "Out of the Box"
>
>**
>
>Well, Dan, you are obviously focusing on the Peregrine side of things,
>where all is not well. The Remedy part of Peregrine is doing quite
>well, naysayers like yourself to the contrary. I, like Chris, have seen
>some great things coming out of Remedy engineering. In fact, they've
>increased their percentage of $$ going to R&D, while maintaining same in
>Support, which is augmented by this list. Separating themselves from
>Peregrine has done and will continue to do wonders for Remedy's morale,
>and its ability to care for its customers via sales and support.
>
>They're around for the long haul, and I am planning on taking the ride
>with them. There isn't another development platform like ARS.
>
>Rick
>
>-----Original Message-----
>From: Dan Wilson [mailto:danwilson42@HOTMAIL.COM]
>Sent: Thursday, August 08, 2002 4:20 PM
>To: ARSLIST@LISTSERV.QMXS.COM
>Subject: Re: HelpDesk "Out of the Box"
>
>
>**
>
>For those of you getting ready to purchase Remedy -- I'm surprised.
>Peregrine is on it's last leg and Remedy will probably go with them. The
>products will probably be around but you'll be writing POs to several
>different companies for the same product you have today. It's already
>happening on the Peregrine side. You'll receive little support, an
>outdated
>product due to a lack of continuing development, and a sales and support
>structure that's very disenchanted.
>
>
>
> >From: Warren Baltimore
> >Reply-To: arslist@ARSLIST.ORG
> >To: ARSLIST@LISTSERV.QMXS.COM
> >Subject: HelpDesk "Out of the Box"
> >Date: Thu, 8 Aug 2002 16:46:22 -0400
> >
> >**
> >
> >My Office is about to purchase the HelpDesk application from Remedy and
> >retire our tired old Homegrown version.
> >
> >One of the steps that we will be doing is installing the PalmLink along
> >with it. Does the HelpDesk app come with palm form already built????
> >
> >How about a web view?
> >
> >Warren
> >
> >
>
> >To UNSUBSCRIBE, email the message "unsubscribe arslist" to:
> >listserv@arslist.org
> >You may also control your subscription options, including UNSUBSCRIBE,
>at
> >www.ARSLIST.org
>
>
>
>
>
>MSN Photos is the easiest way to share and print your photos:
>http://photos.msn.com/support/worldwide.aspx
>
>
>
>To UNSUBSCRIBE, email the message "unsubscribe arslist" to:
>listserv@arslist.org
>You may also control your subscription options, including UNSUBSCRIBE,
>at www.ARSLIST.org
>
>
>
>To UNSUBSCRIBE, email the message "unsubscribe arslist" to:
>listserv@arslist.org
>You may also control your subscription options, including UNSUBSCRIBE,
>at www.ARSLIST.org
>
>
>To UNSUBSCRIBE, email the message "unsubscribe arslist" to:
>listserv@arslist.org
>You may also control your subscription options, including UNSUBSCRIBE, at
>www.ARSLIST.org





MSN Photos is the easiest way to share and print your photos:
http://photos.msn.com/support/worldwide.aspx

Glad to see you seem to have an open mind toward learning more about Remedy's situation. If we can help, please feel free to ask whatever questions you need to.

This "newsgroup" (or, more properly, list server) is known for two things: General unity in support of the ARS product, and our willingness to selflessly help one another. I daresay that neither would be as prevalent without the tone having been set years ago by Remedy's attitude toward seeing its customers as partners, not adversaries.

Yes, time will tell as to the long-term success of Remedy, but my money's where my mouth is on it.

Rick

-----Original Message-----
From: Dan Wilson [mailto:danwilson42@HOTMAIL.COM]
Sent: Fri 8/9/2002 12:56 PM
To: ARSLIST@LISTSERV.QMXS.COM
Cc:
Subject: Re: HelpDesk "Out of the Box"



**

Well -- some strong opinons. I have to admit that I have not read all the
email -- I will. Obviously, no one has a crystal ball to know what's going
to happen -- it was only my opinion based on information that I know.

Time will tell, but you have to admit that the lively discussion is a bit
more interesting than what you normally read on this newsgroup.

Regards,

Dan



>From: Ed Reynolds
>Reply-To: arslist@ARSLIST.ORG
>To: ARSLIST@LISTSERV.QMXS.COM
>Subject: Re: HelpDesk "Out of the Box"
>Date: Thu, 8 Aug 2002 20:00:07 -0700
>
>**
>
>If there is anyone on the list who thinks like Dan or has Management
>that thinks like Dan and is therefore planning on converting from Remedy
>or not buying needed additional Remedy licenses or Remedy product please
>contact me off the list. I can arrange meetings with people that will
>change your thinking and understanding of the situation.
>
>In my opinion the future is bright the tunnel just might be longer than
>I would like, but there is a light at the end of the tunnel.
>
>Ed Reynolds
>Vice President QMX SUPPORT SERVICES INC.
>Home/Office: 818-884-4013
>Cell: 818-421-8946
>Home FAX: 818-884-2025
>E-Mail: EReynolds@QMXS.com
>
>
>-----Original Message-----
>From: Action Request System discussion list(ARSList)
>[mailto:ARSLIST@LISTSERV.QMXS.COM] On Behalf Of Rick Cook
>Sent: Thursday, August 08, 2002 19:31
>To: ARSLIST@LISTSERV.QMXS.COM
>Subject: Re: HelpDesk "Out of the Box"
>
>**
>
>Well, Dan, you are obviously focusing on the Peregrine side of things,
>where all is not well. The Remedy part of Peregrine is doing quite
>well, naysayers like yourself to the contrary. I, like Chris, have seen
>some great things coming out of Remedy engineering. In fact, they've
>increased their percentage of $$ going to R&D, while maintaining same in
>Support, which is augmented by this list. Separating themselves from
>Peregrine has done and will continue to do wonders for Remedy's morale,
>and its ability to care for its customers via sales and support.
>
>They're around for the long haul, and I am planning on taking the ride
>with them. There isn't another development platform like ARS.
>
>Rick
>
>-----Original Message-----
>From: Dan Wilson [mailto:danwilson42@HOTMAIL.COM]
>Sent: Thursday, August 08, 2002 4:20 PM
>To: ARSLIST@LISTSERV.QMXS.COM
>Subject: Re: HelpDesk "Out of the Box"
>
>
>**
>
>For those of you getting ready to purchase Remedy -- I'm surprised.
>Peregrine is on it's last leg and Remedy will probably go with them. The
>products will probably be around but you'll be writing POs to several
>different companies for the same product you have today. It's already
>happening on the Peregrine side. You'll receive little support, an
>outdated
>product due to a lack of continuing development, and a sales and support
>structure that's very disenchanted.
>
>
>
> >From: Warren Baltimore
> >Reply-To: arslist@ARSLIST.ORG
> >To: ARSLIST@LISTSERV.QMXS.COM
> >Subject: HelpDesk "Out of the Box"
> >Date: Thu, 8 Aug 2002 16:46:22 -0400
> >
> >**
> >
> >My Office is about to purchase the HelpDesk application from Remedy and
> >retire our tired old Homegrown version.
> >
> >One of the steps that we will be doing is installing the PalmLink along
> >with it. Does the HelpDesk app come with palm form already built????
> >
> >How about a web view?
> >
> >Warren
> >
> >
>
> >To UNSUBSCRIBE, email the message "unsubscribe arslist" to:
> >listserv@arslist.org
> >You may also control your subscription options, including UNSUBSCRIBE,
>at
> >www.ARSLIST.org
>
>
>
>
>
>MSN Photos is the easiest way to share and print your photos:
>http://photos.msn.com/support/worldwide.aspx
>
>
>
>To UNSUBSCRIBE, email the message "unsubscribe arslist" to:
>listserv@arslist.org
>You may also control your subscription options, including UNSUBSCRIBE,
>at www.ARSLIST.org
>
>
>
>To UNSUBSCRIBE, email the message "unsubscribe arslist" to:
>listserv@arslist.org
>You may also control your subscription options, including UNSUBSCRIBE,
>at www.ARSLIST.org
>
>
>To UNSUBSCRIBE, email the message "unsubscribe arslist" to:
>listserv@arslist.org
>You may also control your subscription options, including UNSUBSCRIBE, at
>www.ARSLIST.org





MSN Photos is the easiest way to share and print your photos:
http://photos.msn.com/support/worldwide.aspx

**

One of our client that had been using a custom HD for about 3 years also
moved over to HD4.0 in the end of last year. The reasons?

More can be done in the escalations-process part by management teams
that do not know exactly how to do things in the Admin tool.

SLA module - once you get to know all the tricks needed to configure the
SLAs there, you are just flying.

BusinessHours ofcourse and also a bit because of the reports and built
in reminder system.

Clearer system, though quite hard to handle in the first months, works
well if you look at the indexes etc created and tested by remedy corp.

Kristjan Aiaste
Helmes AS

-----Original Message-----
From: Dan Clawson [mailto:dan.clawson@UTAH.EDU]
Sent: Friday, August 09, 2002 4:48 PM
To: ARSLIST@LISTSERV.QMXS.COM
Subject: Re: HelpDesk "Out of the Box"


**

Warren,

The debate about Remedy's future aside, yes, Help Desk 5.0 comes with
both
web views and palm views pre-built. For HPD:HelpDesk the primary
trouble
ticket form there are 16 pre-builts:

Requester (Windows)
Support (Windows)
Administrator (Windows)
Management (Windows)
webSupportut (Windows)
webRequesterut (Windows)
webModifyut (Windows)
wapViewOld (Windows)
Requester-ReadOnly (Windows)
Support-ReadOnly (Windows)
Management-ReadOnly (Windows)
webRequester (Web - Fields Fixed Position)
webSupport (Web - Fields Fixed Position)
webRequesterdlg (Web - Fields Fixed Position)
webSupportdlg (Web - Fields Fixed Position)
wapView (Web - Fields Fixed Position)

All of the web views use a Fields Fixed Position. They are built from
the
web*ut views. The Help Desk package also comes with basic Change
Management and Asset Management tools. We are not using these so I
haven't spent too much time looking at them. Also, I haven't installed
the Palm Link product yet, so I don't know if these all work. But that
step in on my task list in the couple of months.

On the side, I'm interested in why your company is migrating from a home
brewed application to a packaged application and the steps that they
used
to come to this decision. I have been working to move in exactly the
opposite direction here. We have run Help Desk for two years. We
started
with 4.0 and recently migrated to 5.0. Are you interested in a more
comprehensive package than your home brew? Is there a debate over home
brew v. packaged systems?

I know that some of our management team feels "burned" by previous home
brews, so they are hesitant to build anything in Remedy, trouble ticket
or
otherwise.

Your thoughts would be appreciated.

Thanks and I hope the info about Help Desk helps.

Dan

Dan Clawson
University of Utah



-----Original Message-----
From: Warren Baltimore [mailto:baltimore-1@MEDCTR.OSU.EDU]
Sent: Thursday, August 08, 2002 2:46 PM
To: ARSLIST@LISTSERV.QMXS.COM
Subject: HelpDesk "Out of the Box"

My Office is about to purchase the HelpDesk application from Remedy and
retire our tired old Homegrown version.

One of the steps that we will be doing is installing the PalmLink along
with it. Does the HelpDesk app come with palm form already built????

How about a web view?

Warren



To UNSUBSCRIBE, email the message "unsubscribe arslist" to:
listserv@arslist.org
You may also control your subscription options, including UNSUBSCRIBE,
at www.ARSLIST.org