**
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

**

This integration when I left the company, end February, was an option.

**
Warren,

With V.4.0.3, we had to buy Palm support licenses separately, and it was only "fixed" licenses.



Betty Amble, MCSE, CNE
Senior Technical Support Analyst
Remedy Administrator
IS Help Desk



-----Original Message-----
From: Warren Baltimore [mailto:baltimore-1@MEDCTR.OSU.EDU]
Sent: Thursday, August 08, 2002 3:46 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





++++++CONFIDENTIALITY NOTICE+++++

The information in this e-mail may be confidential and/or privileged.

If you are not the intended recipient or an authorized representative

of the intended recipient, you are hereby notified that any review,

dissemination or copying of this e-mail and its attachments, if any,

or the information contained herein is prohibited. If you have received

this e-mail in error, please immediately notify the sender by return

e-mail and delete this e-mail from your computer system. Thank you.

**

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 You'll receive little support, an outdated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

**

I do not believe this to be true. I think the way Remedy is structured,
it will be the only thing that remains of Peregrine. In the recent
past, Peregrine has announced that it plans to have the Remedy piece of
the business returning a profit by the end of the year.

Also, Remedy is so heavily imbedded in government agencies, large
corporations all over are dependant on the product. Even if Peregrine
goes belly up, the Remedy product itself will outlive the collapse

-- My two cents

Kind Regards,
Axton Grams
Independent Remedy Consultant
Cell: (903)624-7133
Email: axton.grams@inspirationaltechnologies.com
Web Site: http://www.inspirationaltechnologies.com



-----Original Message-----
From: Action Request System discussion list(ARSList)
[mailto:ARSLIST@LISTSERV.QMXS.COM] On Behalf Of Dan Wilson
Sent: Thursday, August 08, 2002 6:20 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

**

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

**

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

**

Dan,

Let me add my voice to the other listers:

Remedy is NOT going away, it is sound and the product development
continues to enhance an already powerful platform. You are either
misguided or misinformed and certainly in the minority as evidenced
by the attendees of this list.

Almost 2 years ago the Federal Gov't gave EDS a US$2.4 Billon deal
for Remedy and this is public record. While the economic tide
may be against Peregrine, Remedy continues to show solid business
performance and outstanding support for it's loyal customers.

Perhaps you are working for Peoplesoft or one of those other
wannabies?

my personal 2 cents !



Regards...Gidd




-----Original Message-----
From: Action Request System discussion list(ARSList)
[mailto:ARSLIST@LISTSERV.QMXS.COM]On Behalf Of Dan Wilson
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

**

Well put Ed, Christopher & Rick, I agree. There is light at the end of
the tunnel. And it is NOT a train, but a wonderful sunrise.

Doug Tanner
President / CEO
Ultimate Workflow Integration Partners
RAC / Remedy Instructor
704-947-0741
704-947-0781 (Fax)

DISCLAIMER: The information contained in this message may be privileged
and confidential and protected from disclosure. If the reader of this
message is not the intended recipient, an employee or agent responsible
for delivering this message to the intended recipient, you are hereby
notified that any dissemination, distribution or copying of this
communication is strictly prohibited. If you have received this
communication in error, please notify us immediately by replying to the
message and deleting it from your computer.


-----Original Message-----
From: Action Request System discussion list(ARSList)
[mailto:ARSLIST@LISTSERV.QMXS.COM] On Behalf Of Ed Reynolds
Sent: Thursday, August 08, 2002 11:00 PM
To: ARSLIST@LISTSERV.QMXS.COM
Subject: Re: HelpDesk "Out of the Box"

**

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

**

Gidd,

This is another one of those times when your response mirrors my thoughts.
Dan's original note sounds like a build-up to a sales pitch.


Betty Amble, MCSE, CNE
Senior Technical Support Analyst
Remedy Administrator
IS Help Desk





-----Original Message-----
From: Gidd Calden [mailto:gidd@BUOYANTSOLUTIONS.NET]
Sent: Friday, August 09, 2002 12:41 AM
To: ARSLIST@LISTSERV.QMXS.COM
Subject: Re: HelpDesk "Out of the Box"


**

Dan,

Let me add my voice to the other listers:

Remedy is NOT going away, it is sound and the product development
continues to enhance an already powerful platform. You are either
misguided or misinformed and certainly in the minority as evidenced
by the attendees of this list.

Almost 2 years ago the Federal Gov't gave EDS a US$2.4 Billon deal
for Remedy and this is public record. While the economic tide
may be against Peregrine, Remedy continues to show solid business
performance and outstanding support for it's loyal customers.

Perhaps you are working for Peoplesoft or one of those other
wannabies?

my personal 2 cents !



Regards...Gidd




-----Original Message-----
From: Action Request System discussion list(ARSList)
[mailto:ARSLIST@LISTSERV.QMXS.COM]On Behalf Of Dan Wilson
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



++++++CONFIDENTIALITY NOTICE+++++
The information in this e-mail may be confidential and/or privileged.
If you are not the intended recipient or an authorized representative
of the intended recipient, you are hereby notified that any review,
dissemination or copying of this e-mail and its attachments, if any,
or the information contained herein is prohibited. If you have received
this e-mail in error, please immediately notify the sender by return
e-mail and delete this e-mail from your computer system. Thank you.

**
It now comes with 3 fixed, but did you have to create the palm forms, or did they come already created?

Warren

Warren R. Baltimore II
Senior Systems Analyst
Information Systems
The Ohio State University Medical Center
1375 Perry St.
Battelle 13-1-125
Columbus, OH 43201
614-293-2315
baltimore-1@medctr.osu.edu

>>> bgamble@TEXASCHILDRENSHOSPITAL.ORG 8/8/2002 4:50:00 PM >>>
**
Warren,

With V.4.0.3, we had to buy Palm support licenses separately, and it was only "fixed" licenses.



Betty Amble, MCSE, CNE
Senior Technical Support Analyst
Remedy Administrator
IS Help Desk



-----Original Message-----
From: Warren Baltimore [mailto:baltimore-1@MEDCTR.OSU.EDU]
Sent: Thursday, August 08, 2002 3:46 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





++++++CONFIDENTIALITY NOTICE+++++

The information in this e-mail may be confidential and/or privileged.

If you are not the intended recipient or an authorized representative

of the intended recipient, you are hereby notified that any review,

dissemination or copying of this e-mail and its attachments, if any,

or the information contained herein is prohibited. If you have received

this e-mail in error, please immediately notify the sender by return

e-mail and delete this e-mail from your computer system. Thank you.

**
Everything was "in the box".



Betty Amble, MCSE, CNE
Senior Technical Support Analyst
Remedy Administrator
IS Help Desk



-----Original Message-----
From: Warren Baltimore [mailto:baltimore-1@MEDCTR.OSU.EDU]
Sent: Friday, August 09, 2002 8:21 AM
To: ARSLIST@LISTSERV.QMXS.COM
Subject: Re: HelpDesk "Out of the Box"


**
It now comes with 3 fixed, but did you have to create the palm forms, or did they come already created?

Warren

Warren R. Baltimore II
Senior Systems Analyst
Information Systems
The Ohio State University Medical Center
1375 Perry St.
Battelle 13-1-125
Columbus, OH 43201
614-293-2315
baltimore-1@medctr.osu.edu

>>> bgamble@TEXASCHILDRENSHOSPITAL.ORG 8/8/2002 4:50:00 PM >>>
**

Warren,

With V.4.0.3, we had to buy Palm support licenses separately, and it was only "fixed" licenses.



Betty Amble, MCSE, CNE
Senior Technical Support Analyst
Remedy Administrator
IS Help Desk



-----Original Message-----
From: Warren Baltimore [mailto:baltimore-1@MEDCTR.OSU.EDU]
Sent: Thursday, August 08, 2002 3:46 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





++++++CONFIDENTIALITY NOTICE+++++

The information in this e-mail may be confidential and/or privileged.

If you are not the intended recipient or an authorized representative

of the intended recipient, you are hereby notified that any review,

dissemination or copying of this e-mail and its attachments, if any,

or the information contained herein is prohibited. If you have received

this e-mail in error, please immediately notify the sender by return

e-mail and delete this e-mail from your computer system. Thank you.






++++++CONFIDENTIALITY NOTICE+++++

The information in this e-mail may be confidential and/or privileged.

If you are not the intended recipient or an authorized representative

of the intended recipient, you are hereby notified that any review,

dissemination or copying of this e-mail and its attachments, if any,

or the information contained herein is prohibited. If you have received

this e-mail in error, please immediately notify the sender by return

e-mail and delete this e-mail from your computer system. Thank you.

**

You don't work for a competitor, do you, Dan?

Jennifer

-----Original Message-----
From: Dan Wilson [mailto:danwilson42@HOTMAIL.COM]
Sent: Thursday, August 08, 2002 18:20
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

**

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

**
Dan,

Sorry that you feel that way, but let me assure you that the Remedy Product will be around for some time to come. If you take a look at how Peregrine is being operated, you'll see that Remedy is already been surgically removed from the dieing host. It is being operated as a separate entity for 2 reasons. 1) So that it can remain free from the stain of what is soon to be a nasty legal battle with the SEC. and 2) so that it can be sold off "as-is" to raise cash for the aforementioned cancer known as "Peregrine". Currently, there are a number of investment groups that are seriously looking at purchasing Remedy from Peregrine. One of which (I think) includes Larry Garlick.

So don't worry about Remedy, it will be around for what I hope will be a long time to come.


Warren

Warren R. Baltimore II
Senior Systems Analyst
Information Systems
The Ohio State University Medical Center
1375 Perry St.
Battelle 13-1-125
Columbus, OH 43201
614-293-2315
baltimore-1@medctr.osu.edu

>>> danwilson42@HOTMAIL.COM 8/8/2002 7:20:02 PM >>>
**

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

**

Dan,

I agree wholeheartly. I can't see why anyone would change the way they do business to fit a software application. The software application must fit my business and I don't think HPD: HelpDesk does that without a lot of customization.

-----Original Message-----
From: Dan Clawson [mailto:dan.clawson@UTAH.EDU]
Sent: Friday, August 09, 2002 9:48 AM
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

**
Dan,

Currently, I am the sole support for Remedy. I have one person who is working with me now, but he has no training yet. The HelpDesk form that we are using was loosely based on the original template that shipped with V2.0. It has grown and been modified over the years, but no longer fits our needs or direction.

With everything that is desired (change tasking, web, Palm Link etc.) I felt that it would be a heck of a lot easier to start with a canned app that needs just a little "tweaking" to get to the point we would want, then to spend the next year going through the headache of trying to get the "powers that be" to get off there keisters and make some decisions on what they wantl. I have found with this group of people, it's always better to present them with something that closely fits what the realities of the business are, and then make small changes. I know it's not the norm, but it works!

I notice your in an education environment too...You'll know what I'm talking about!

Hope all is well.

Warren.

an.clawson@UTAH.EDU 8/9/2002 9:48:02 AM >>>
**

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






Warren R. Baltimore II
Senior Systems Analyst
Information Systems
The Ohio State University Medical Center
1375 Perry St.
Battelle 13-1-125
Columbus, OH 43201
614-293-2315
baltimore-1@medctr.osu.edu

**
Dan,

Currently, I am the sole support for Remedy. I have one person who is working with me now, but he has no training yet. The HelpDesk form that we are using was loosely based on the original template that shipped with V2.0. It has grown and been modified over the years, but no longer fits our needs or direction.

With everything that is desired (change tasking, web, Palm Link etc.) I felt that it would be a heck of a lot easier to start with a canned app that needs just a little "tweaking" to get to the point we would want, then to spend the next year going through the headache of trying to get the "powers that be" to get off there keisters and make some decisions on what they wantl. I have found with this group of people, it's always better to present them with something that closely fits what the realities of the business are, and then make small changes. I know it's not the norm, but it works!

I notice your in an education environment too...You'll know what I'm talking about!

Hope all is well.

Warren.

an.clawson@UTAH.EDU 8/9/2002 9:48:02 AM >>>
**

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






Warren R. Baltimore II
Senior Systems Analyst
Information Systems
The Ohio State University Medical Center
1375 Perry St.
Battelle 13-1-125
Columbus, OH 43201
614-293-2315
baltimore-1@medctr.osu.edu

**


Hey Warren,

if I remember correctly when testing out the Palm you had to "map" out what
fields from the HPD form you wanted to show, but creating a new form was
not necessary.


Regards,
Steve Courtright
ARS Administrator & Developer
Sears, Roebuck & Co.
512-248-4998
scourtr@sears.com




Warren Baltimore
R.OSU.EDU> cc:
Sent by: "Action Subject: Re: HelpDesk "Out of the Box"
Request System
discussion
list(ARSList)"
QMXS.COM>


08/09/02 08:21 AM
Please respond to
arslist





**
It now comes with 3 fixed, but did you have to create the palm forms, or
did they come already created?

Warren

Warren R. Baltimore II
Senior Systems Analyst
Information Systems
The Ohio State University Medical Center
1375 Perry St.
Battelle 13-1-125
Columbus, OH 43201
614-293-2315
baltimore-1@medctr.osu.edu

>>> bgamble@TEXASCHILDRENSHOSPITAL.ORG 8/8/2002 4:50:00 PM >>>
**
Warren,

With V.4.0.3, we had to buy Palm support licenses separately, and it was
only "fixed" licenses.




Betty Amble, MCSE, CNE
Senior Technical Support Analyst
Remedy Administrator
IS Help Desk




-----Original Message-----
From: Warren Baltimore [mailto:baltimore-1@MEDCTR.OSU.EDU]
Sent: Thursday, August 08, 2002 3:46 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


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To UNSUBSCRIBE, email the message "unsubscribe arslist" to:
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Baltimore.vcf)

**
Actually Neil, it fits my depts. needs pretty closely! That was why I pushed it. To say OUSMC's IS dept. has workrules currently is at best...how should I say this....amusing. This will help us begin to tie everyone in to a central location that is flexible enough to fit the many needs of this dept.

Warren

Warren R. Baltimore II
Senior Systems Analyst
Information Systems
The Ohio State University Medical Center
1375 Perry St.
Battelle 13-1-125
Columbus, OH 43201
614-293-2315
baltimore-1@medctr.osu.edu

>>> Neil.Sullivan@WPAFB.AF.MIL 8/9/2002 9:58:57 AM >>>
**

Dan,

I agree wholeheartly. I can't see why anyone would change the way they do business to fit a software application. The software application must fit my business and I don't think HPD: HelpDesk does that without a lot of customization.

-----Original Message-----
From: Dan Clawson [ mailto:dan.clawson@UTAH.EDU]
Sent: Friday, August 09, 2002 9:48 AM
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

As a consultant, I see this argument all the time. As a developer, my bent is to agree with Neil, in that I would rather change software to fit how the business runs than change the business to reflect the limitations of the software. One of the things that first attracted me to ARS (and still does) is the ability to do just that.

However, I have encountered several situations where there WAS no business process in place, or the political cost to creating or agreeing to one was much too protracted and nasty to consider. Companies in this situation often will purchase Help Desk to impose A set of independently and arbitrarily constructed rules (i.e. no political impact) where none exist. Over the course of the first 6 months or so of using it, they can get a feel for what they'd like to change, and then they call us in to make those changes.

The other benefit to buying Help Desk is time. A good developer could build something as good as, or better than, Help Desk in 3-12 months of solid work, depending on the scope and scale of the build. However, since there is a significant ROI to implementing or upgrading a call tracking system, it may be that it will save the company money to get something, even the imperfect thing, in place ASAP rather than waiting for several months to implement the perfect thing.

So it's not as cut and dried as you might think. It is certainly not as cut and dried as I once thought. Knowing this helps me help my clients make better decisions for their businesses.

Rick Cook
Senior Remedy Consultant
Denali Advanced Integration

-----Original Message-----
From: Sullivan Neil G Contr AFRL/SNOO [mailto:Neil.Sullivan@WPAFB.AF.MIL]
Sent: Fri 8/9/2002 6:58 AM
To: ARSLIST@LISTSERV.QMXS.COM
Cc:
Subject: Re: HelpDesk "Out of the Box"



**

Dan,

I agree wholeheartly. I can't see why anyone would change the way they do business to fit a software application. The software application must fit my business and I don't think HPD: HelpDesk does that without a lot of customization.

-----Original Message-----
From: Dan Clawson [mailto:dan.clawson@UTAH.EDU]
Sent: Friday, August 09, 2002 9:48 AM
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

**
Warren,

We bought Help Desk and run it "out-of-the-box" with very few minor modifications. Not ever having seen the product before, we had it up and running in three weeks. We did not have much choice at the time since our previous application "died" at midnight on December 31, 1999. We have been very happy with it. I, too, am the sole support for Remedy here. Anytime any problems have arisen, they have been with the server, not the application itself. I am planning to upgrade to 5.x in the December - January timeframe. Just starting my project planning.



Betty Amble, MCSE, CNE
Senior Technical Support Analyst
Remedy Administrator
IS Help Desk



-----Original Message-----
From: Warren Baltimore [mailto:baltimore-1@MEDCTR.OSU.EDU]
Sent: Friday, August 09, 2002 9:19 AM
To: ARSLIST@LISTSERV.QMXS.COM
Subject: Re: HelpDesk "Out of the Box"


**
Dan,

Currently, I am the sole support for Remedy. I have one person who is working with me now, but he has no training yet. The HelpDesk form that we are using was loosely based on the original template that shipped with V2.0. It has grown and been modified over the years, but no longer fits our needs or direction.

With everything that is desired (change tasking, web, Palm Link etc.) I felt that it would be a heck of a lot easier to start with a canned app that needs just a little "tweaking" to get to the point we would want, then to spend the next year going through the headache of trying to get the "powers that be" to get off there keisters and make some decisions on what they wantl. I have found with this group of people, it's always better to present them with something that closely fits what the realities of the business are, and then make small changes. I know it's not the norm, but it works!

I notice your in an education environment too...You'll know what I'm talking about!

Hope all is well.

Warren.

an.clawson@UTAH.EDU 8/9/2002 9:48:02 AM >>>
**

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






Warren R. Baltimore II
Senior Systems Analyst
Information Systems
The Ohio State University Medical Center
1375 Perry St.
Battelle 13-1-125
Columbus, OH 43201
614-293-2315
baltimore-1@medctr.osu.edu





++++++CONFIDENTIALITY NOTICE+++++

The information in this e-mail may be confidential and/or privileged.

If you are not the intended recipient or an authorized representative

of the intended recipient, you are hereby notified that any review,

dissemination or copying of this e-mail and its attachments, if any,

or the information contained herein is prohibited. If you have received

this e-mail in error, please immediately notify the sender by return

e-mail and delete this e-mail from your computer system. Thank you.

**
Neil,
I have found that many organizations migrate from their home grown applications, because sometimes the home grown apps don't use best practice, use sound workflow or doesn't support the business process properly. Many times the home grown apps are built based on the whims and desires of the helpdesk or of management, or because "that's the way we have always done it". If any of the preceding statements are true, then a home grown app needs to be reviewed and if not replaced, at the very least over hauled. Often the introduction (or even discussion) of a new tool stimulates the thought process of an organization to ask the questions, "Have we been doing it the right way? Is this the best practice? Is it the most efficient?" I have seen many IT organizations look at the logic behind the HD app and say, "Maybe we can do it better. Maybe we do need to change the way we do business. Maybe our process is not as streamlined as it could be". If a packaged application guides an organization to change the way to do business because their former way was not the best way, then changing the way they do business to fit a software app could be a solid decision. But if the home grown app does in fact use solid workflow to support sound business practices and process, then it may not be worth the expense to convert to the HD app.
The Helpdesk app from Remedy is marketed as meeting 80% of customer needs OOB while delivering best practice and supporting sound IT business process, and that's probably a good description/claim. It's a strong application with a lot of good design (IMHO). Is it perfect? I don't think that it is (no app is), but it is a very good app and can be tailored to meet a majority of businesses needs with little modifications (again IMHO). Sometimes (as in your case) the HD app can't be tailored to meet a businesses needs without significant modification, but I would guess that situation might be the exception rather than the rule. Of course, I am sure that my fellow ARLIsters will let me know if I am wrong. :-)
BTW, in no way, shape or form am I saying that any of the people involved in this thread are considering or discussing the HD app from Remedy because they don't have a good home grown app. My comments above are derived from past personal experiences only. :-)

Regards,
Tim

-----Original Message-----
From: Action Request System discussion list(ARSList) [mailto:ARSLIST@LISTSERV.QMXS.COM]On Behalf Of Warren Baltimore
Sent: Friday, August 09, 2002 10:21 AM
To: ARSLIST@LISTSERV.QMXS.COM
Subject: Re: HelpDesk "Out of the Box"


**
Actually Neil, it fits my depts. needs pretty closely! That was why I pushed it. To say OUSMC's IS dept. has workrules currently is at best...how should I say this....amusing. This will help us begin to tie everyone in to a central location that is flexible enough to fit the many needs of this dept.

Warren

Warren R. Baltimore II
Senior Systems Analyst
Information Systems
The Ohio State University Medical Center
1375 Perry St.
Battelle 13-1-125
Columbus, OH 43201
614-293-2315
baltimore-1@medctr.osu.edu

>>> Neil.Sullivan@WPAFB.AF.MIL 8/9/2002 9:58:57 AM >>>
**

Dan,

I agree wholeheartly. I can't see why anyone would change the way they do business to fit a software application. The software application must fit my business and I don't think HPD: HelpDesk does that without a lot of customization.

-----Original Message-----
From: Dan Clawson [ mailto:dan.clawson@UTAH.EDU]
Sent: Friday, August 09, 2002 9:48 AM
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

**

Dan,
By any chance are you a salesman for one of Remedy's competitors?

Tim

-----Original Message-----
From: Action Request System discussion list(ARSList)
[mailto:ARSLIST@LISTSERV.QMXS.COM]On Behalf Of Dan Wilson
Sent: Thursday, August 08, 2002 8:02 PM
To: ARSLIST@LISTSERV.QMXS.COM
Subject: Re: OT: RE: HelpDesk "Out of the Box"


**

With PRGNE at 0.30 a share there are phone cards with better returns.

I would watch for Remedy to be sold for the customer base....



>From: Christopher Strauss
>Reply-To: arslist@ARSLIST.ORG
>To: ARSLIST@LISTSERV.QMXS.COM
>Subject: OT: RE: HelpDesk "Out of the Box"
>Date: Thu, 8 Aug 2002 18:41:52 -0500
>
>**
>
>Don't be surprised - some of us who are working with Remedy on various beta
>programs and new technology issues are seeing VERY positive signs - they
>are up-beat, and working very hard to deliver significant new product
>functionality in the near term. The shift back to a separate operating
>unit appears to have re-energized the people who design, develop, and
>support the Action Request System.. not that they ever really slacked off.
>When the dust settles and the fallout subsides, I expect Remedy to still be
>standing.
>
>Christopher Strauss, MSLS
>Remedy Database Administrator
>University of North Texas Computing Center
>http://remedy.unt.edu/helpdesk/

-----Original Message-----
From: Action Request System discussion list(ARSList)
[mailto:ARSLIST@LISTSERV.QMXS.COM]On Behalf Of Dan Wilson
Sent: Thursday, August 08, 2002 7:20 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.

**

Changing sowtware, or changing how ARS is working can "easlily" be done using
data driven architecture... The management change the business rules, chanage
your configuration settings and your up and running....

This is always my goal, but still there is a lot of work left to reach this
goal... Maybe in year 2006 :-)

The key is to convice the users that this field is not needed, change your
routine and you still can use ARS.


Thinking more function based than organization based will help you changing
ARS more rapidly....

--
Jarl




>===== Original Message From arslist@ARSLIST.ORG =====
>As a consultant, I see this argument all the time. As a developer, my bent
is to agree with Neil, in that I would rather change software to fit how the
business runs than change the business to reflect the limitations of the
software. One of the things that first attracted me to ARS (and still does)
is the ability to do just that.
>
>However, I have encountered several situations where there WAS no business
process in place, or the political cost to creating or agreeing to one was
much too protracted and nasty to consider. Companies in this situation often
will purchase Help Desk to impose A set of independently and arbitrarily
constructed rules (i.e. no political impact) where none exist. Over the
course of the first 6 months or so of using it, they can get a feel for what
they'd like to change, and then they call us in to make those changes.
>
>The other benefit to buying Help Desk is time. A good developer could build
something as good as, or better than, Help Desk in 3-12 months of solid work,
depending on the scope and scale of the build. However, since there is a
significant ROI to implementing or upgrading a call tracking system, it may be
that it will save the company money to get something, even the imperfect
thing, in place ASAP rather than waiting for several months to implement the
perfect thing.
>
>So it's not as cut and dried as you might think. It is certainly not as cut
and dried as I once thought. Knowing this helps me help my clients make
better decisions for their businesses.
>
>Rick Cook
>Senior Remedy Consultant
>Denali Advanced Integration
>
> -----Original Message-----
> From: Sullivan Neil G Contr AFRL/SNOO [mailto:Neil.Sullivan@WPAFB.AF.MIL]
> Sent: Fri 8/9/2002 6:58 AM
> To: ARSLIST@LISTSERV.QMXS.COM
> Cc:
> Subject: Re: HelpDesk "Out of the Box"
>
>
>
> **
>
> Dan,
>
> I agree wholeheartly. I can't see why anyone would change the way they do
business to fit a software application. The software application must fit my
business and I don't think HPD: HelpDesk does that without a lot of
customization.
>
> -----Original Message-----
> From: Dan Clawson [mailto:dan.clawson@UTAH.EDU]
> Sent: Friday, August 09, 2002 9:48 AM
> 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:
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**
Thanks for the input Betty.

On a slightly different note, can I ask exactly how you folks use Remedy? Is it strictly IS helpdesk, or have you expanded into other areas of the hospital?

Warren

Warren R. Baltimore II
Senior Systems Analyst
Information Systems
The Ohio State University Medical Center
1375 Perry St.
Battelle 13-1-125
Columbus, OH 43201
614-293-2315
baltimore-1@medctr.osu.edu

>>> bgamble@TEXASCHILDRENSHOSPITAL.ORG 8/9/2002 11:17:25 AM >>>
**
Warren,

We bought Help Desk and run it "out-of-the-box" with very few minor modifications. Not ever having seen the product before, we had it up and running in three weeks. We did not have much choice at the time since our previous application "died" at midnight on December 31, 1999. We have been very happy with it. I, too, am the sole support for Remedy here. Anytime any problems have arisen, they have been with the server, not the application itself. I am planning to upgrade to 5.x in the December - January timeframe. Just starting my project planning.



Betty Amble, MCSE, CNE
Senior Technical Support Analyst
Remedy Administrator
IS Help Desk



-----Original Message-----
From: Warren Baltimore [mailto:baltimore-1@MEDCTR.OSU.EDU]
Sent: Friday, August 09, 2002 9:19 AM
To: ARSLIST@LISTSERV.QMXS.COM
Subject: Re: HelpDesk "Out of the Box"


**
Dan,

Currently, I am the sole support for Remedy. I have one person who is working with me now, but he has no training yet. The HelpDesk form that we are using was loosely based on the original template that shipped with V2.0. It has grown and been modified over the years, but no longer fits our needs or direction.

With everything that is desired (change tasking, web, Palm Link etc.) I felt that it would be a heck of a lot easier to start with a canned app that needs just a little "tweaking" to get to the point we would want, then to spend the next year going through the headache of trying to get the "powers that be" to get off there keisters and make some decisions on what they wantl. I have found with this group of people, it's always better to present them with something that closely fits what the realities of the business are, and then make small changes. I know it's not the norm, but it works!

I notice your in an education environment too...You'll know what I'm talking about!

Hope all is well.

Warren.

an.clawson@UTAH.EDU 8/9/2002 9:48:02 AM >>>
**

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






Warren R. Baltimore II
Senior Systems Analyst
Information Systems
The Ohio State University Medical Center
1375 Perry St.
Battelle 13-1-125
Columbus, OH 43201
614-293-2315
baltimore-1@medctr.osu.edu





++++++CONFIDENTIALITY NOTICE+++++

The information in this e-mail may be confidential and/or privileged.

If you are not the intended recipient or an authorized representative

of the intended recipient, you are hereby notified that any review,

dissemination or copying of this e-mail and its attachments, if any,

or the information contained herein is prohibited. If you have received

this e-mail in error, please immediately notify the sender by return

e-mail and delete this e-mail from your computer system. Thank you.

**
Warren,

We have just been using Help Desk since we installed in late 1999. However, now we are beginning to create some small applications of our own and expanding the use. It is still primarily used in Information Services, but we have some other groups who are piggy-backing, such as our imaging group.



Betty Amble, MCSE, CNE
Senior Technical Support Analyst
Remedy Administrator
IS Help Desk



-----Original Message-----
From: Warren Baltimore [mailto:baltimore-1@MEDCTR.OSU.EDU]
Sent: Friday, August 09, 2002 12:44 PM
To: ARSLIST@LISTSERV.QMXS.COM
Subject: Re: HelpDesk "Out of the Box"


**
Thanks for the input Betty.

On a slightly different note, can I ask exactly how you folks use Remedy? Is it strictly IS helpdesk, or have you expanded into other areas of the hospital?

Warren

Warren R. Baltimore II
Senior Systems Analyst
Information Systems
The Ohio State University Medical Center
1375 Perry St.
Battelle 13-1-125
Columbus, OH 43201
614-293-2315
baltimore-1@medctr.osu.edu

>>> bgamble@TEXASCHILDRENSHOSPITAL.ORG 8/9/2002 11:17:25 AM >>>
**

Warren,

We bought Help Desk and run it "out-of-the-box" with very few minor modifications. Not ever having seen the product before, we had it up and running in three weeks. We did not have much choice at the time since our previous application "died" at midnight on December 31, 1999. We have been very happy with it. I, too, am the sole support for Remedy here. Anytime any problems have arisen, they have been with the server, not the application itself. I am planning to upgrade to 5.x in the December - January timeframe. Just starting my project planning.



Betty Amble, MCSE, CNE
Senior Technical Support Analyst
Remedy Administrator
IS Help Desk



-----Original Message-----
From: Warren Baltimore [mailto:baltimore-1@MEDCTR.OSU.EDU]
Sent: Friday, August 09, 2002 9:19 AM
To: ARSLIST@LISTSERV.QMXS.COM
Subject: Re: HelpDesk "Out of the Box"


**
Dan,

Currently, I am the sole support for Remedy. I have one person who is working with me now, but he has no training yet. The HelpDesk form that we are using was loosely based on the original template that shipped with V2.0. It has grown and been modified over the years, but no longer fits our needs or direction.

With everything that is desired (change tasking, web, Palm Link etc.) I felt that it would be a heck of a lot easier to start with a canned app that needs just a little "tweaking" to get to the point we would want, then to spend the next year going through the headache of trying to get the "powers that be" to get off there keisters and make some decisions on what they wantl. I have found with this group of people, it's always better to present them with something that closely fits what the realities of the business are, and then make small changes. I know it's not the norm, but it works!

I notice your in an education environment too...You'll know what I'm talking about!

Hope all is well.

Warren.

an.clawson@UTAH.EDU 8/9/2002 9:48:02 AM >>>
**

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






Warren R. Baltimore II
Senior Systems Analyst
Information Systems
The Ohio State University Medical Center
1375 Perry St.
Battelle 13-1-125
Columbus, OH 43201
614-293-2315
baltimore-1@medctr.osu.edu





++++++CONFIDENTIALITY NOTICE+++++

The information in this e-mail may be confidential and/or privileged.

If you are not the intended recipient or an authorized representative

of the intended recipient, you are hereby notified that any review,

dissemination or copying of this e-mail and its attachments, if any,

or the information contained herein is prohibited. If you have received

this e-mail in error, please immediately notify the sender by return

e-mail and delete this e-mail from your computer system. Thank you.






++++++CONFIDENTIALITY NOTICE+++++

The information in this e-mail may be confidential and/or privileged.

If you are not the intended recipient or an authorized representative

of the intended recipient, you are hereby notified that any review,

dissemination or copying of this e-mail and its attachments, if any,

or the information contained herein is prohibited. If you have received

this e-mail in error, please immediately notify the sender by return

e-mail and delete this e-mail from your computer system. Thank you.

**

I agree. I was curious as to the move from home brew to packaged
product, but Warren's description and your notes are along the lines of
what we have done.

We have been running Help Desk for two years and that has brought us to
a point where we know (sort of) what are needs are. When you have
nothing to begin with the Help Desk package is a great product: we
brought up our server and the package in a matter of days. We started
with only three groups (out of about 10) using the product, the help
desk, desktop support, and telephone technicians. Slowly we have added
more groups/users and we want to accomplish more now that our user-base
is accustomed to this format.

Our needs will require more customizations to the packaged product than
I think is reasonable. During a training trip to Remedy in Pleasanton,
CA, I had the chance to chat at length with one of their instructors and
several other users. Their advice was to NOT customize the package more
than 10-20%--common advice for any packaged product.

I have found that even "simple" changes in Help Desk can create
undesired results. There is a lot of workflow that isn't necessarily
clear or well documented: my caution to Warren. He and I have a
particularly gruelly task; universities are strange beasts and can be
slow to respond to change, especially when budgets are tight. I would
have loved Help Desk in the corporate world, it was a much better fit.

Anyway, Warren, keep your eyes open when moving with Help Desk. It
sounds like your initial goal of creating structure where none exists
will be met, but the road from there could be difficult. My $0.02.

Dan

-----Original Message-----
From: Rick Cook [mailto:rcook@DENALIAI.COM]
Sent: Friday, August 09, 2002 8:29 AM
To: ARSLIST@LISTSERV.QMXS.COM
Subject: Re: HelpDesk "Out of the Box"

As a consultant, I see this argument all the time. As a developer, my
bent is to agree with Neil, in that I would rather change software to
fit how the business runs than change the business to reflect the
limitations of the software. One of the things that first attracted me
to ARS (and still does) is the ability to do just that.

However, I have encountered several situations where there WAS no
business process in place, or the political cost to creating or agreeing
to one was much too protracted and nasty to consider. Companies in this
situation often will purchase Help Desk to impose A set of independently
and arbitrarily constructed rules (i.e. no political impact) where none
exist. Over the course of the first 6 months or so of using it, they
can get a feel for what they'd like to change, and then they call us in
to make those changes.

The other benefit to buying Help Desk is time. A good developer could
build something as good as, or better than, Help Desk in 3-12 months of
solid work, depending on the scope and scale of the build. However,
since there is a significant ROI to implementing or upgrading a call
tracking system, it may be that it will save the company money to get
something, even the imperfect thing, in place ASAP rather than waiting
for several months to implement the perfect thing.

So it's not as cut and dried as you might think. It is certainly not as
cut and dried as I once thought. Knowing this helps me help my clients
make better decisions for their businesses.

Rick Cook
Senior Remedy Consultant
Denali Advanced Integration

-----Original Message-----
From: Sullivan Neil G Contr AFRL/SNOO
[mailto:Neil.Sullivan@WPAFB.AF.MIL]
Sent: Fri 8/9/2002 6:58 AM
To: ARSLIST@LISTSERV.QMXS.COM
Cc:
Subject: Re: HelpDesk "Out of the Box"



**

Dan,

I agree wholeheartly. I can't see why anyone would change the
way they do business to fit a software application. The software
application must fit my business and I don't think HPD: HelpDesk does
that without a lot of customization.

-----Original Message-----
From: Dan Clawson [mailto:dan.clawson@UTAH.EDU]
Sent: Friday, August 09, 2002 9:48 AM
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




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

**
Dan,

Thanks for the advice! Always welcomed.

Warren

>>> dan.clawson@UTAH.EDU 8/9/2002 2:11:48 PM >>>
**

I agree. I was curious as to the move from home brew to packaged
product, but Warren's description and your notes are along the lines of
what we have done.

We have been running Help Desk for two years and that has brought us to
a point where we know (sort of) what are needs are. When you have
nothing to begin with the Help Desk package is a great product: we
brought up our server and the package in a matter of days. We started
with only three groups (out of about 10) using the product, the help
desk, desktop support, and telephone technicians. Slowly we have added
more groups/users and we want to accomplish more now that our user-base
is accustomed to this format.

Our needs will require more customizations to the packaged product than
I think is reasonable. During a training trip to Remedy in Pleasanton,
CA, I had the chance to chat at length with one of their instructors and
several other users. Their advice was to NOT customize the package more
than 10-20%--common advice for any packaged product.

I have found that even "simple" changes in Help Desk can create
undesired results. There is a lot of workflow that isn't necessarily
clear or well documented: my caution to Warren. He and I have a
particularly gruelly task; universities are strange beasts and can be
slow to respond to change, especially when budgets are tight. I would
have loved Help Desk in the corporate world, it was a much better fit.

Anyway, Warren, keep your eyes open when moving with Help Desk. It
sounds like your initial goal of creating structure where none exists
will be met, but the road from there could be difficult. My $0.02.

Dan

-----Original Message-----
From: Rick Cook [ mailto:rcook@DENALIAI.COM]
Sent: Friday, August 09, 2002 8:29 AM
To: ARSLIST@LISTSERV.QMXS.COM
Subject: Re: HelpDesk "Out of the Box"

As a consultant, I see this argument all the time. As a developer, my
bent is to agree with Neil, in that I would rather change software to
fit how the business runs than change the business to reflect the
limitations of the software. One of the things that first attracted me
to ARS (and still does) is the ability to do just that.

However, I have encountered several situations where there WAS no
business process in place, or the political cost to creating or agreeing
to one was much too protracted and nasty to consider. Companies in this
situation often will purchase Help Desk to impose A set of independently
and arbitrarily constructed rules (i.e. no political impact) where none
exist. Over the course of the first 6 months or so of using it, they
can get a feel for what they'd like to change, and then they call us in
to make those changes.

The other benefit to buying Help Desk is time. A good developer could
build something as good as, or better than, Help Desk in 3-12 months of
solid work, depending on the scope and scale of the build. However,
since there is a significant ROI to implementing or upgrading a call
tracking system, it may be that it will save the company money to get
something, even the imperfect thing, in place ASAP rather than waiting
for several months to implement the perfect thing.

So it's not as cut and dried as you might think. It is certainly not as
cut and dried as I once thought. Knowing this helps me help my clients
make better decisions for their businesses.

Rick Cook
Senior Remedy Consultant
Denali Advanced Integration

-----Original Message-----
From: Sullivan Neil G Contr AFRL/SNOO
[ mailto:Neil.Sullivan@WPAFB.AF.MIL]
Sent: Fri 8/9/2002 6:58 AM
To: ARSLIST@LISTSERV.QMXS.COM
Cc:
Subject: Re: HelpDesk "Out of the Box"



**

Dan,

I agree wholeheartly. I can't see why anyone would change the
way they do business to fit a software application. The software
application must fit my business and I don't think HPD: HelpDesk does
that without a lot of customization.

-----Original Message-----
From: Dan Clawson [ mailto:dan.clawson@UTAH.EDU]
Sent: Friday, August 09, 2002 9:48 AM
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




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

**
Dan,

Thanks for the advice! Always welcomed.

Warren

>>> dan.clawson@UTAH.EDU 8/9/2002 2:11:48 PM >>>
**

I agree. I was curious as to the move from home brew to packaged
product, but Warren's description and your notes are along the lines of
what we have done.

We have been running Help Desk for two years and that has brought us to
a point where we know (sort of) what are needs are. When you have
nothing to begin with the Help Desk package is a great product: we
brought up our server and the package in a matter of days. We started
with only three groups (out of about 10) using the product, the help
desk, desktop support, and telephone technicians. Slowly we have added
more groups/users and we want to accomplish more now that our user-base
is accustomed to this format.

Our needs will require more customizations to the packaged product than
I think is reasonable. During a training trip to Remedy in Pleasanton,
CA, I had the chance to chat at length with one of their instructors and
several other users. Their advice was to NOT customize the package more
than 10-20%--common advice for any packaged product.

I have found that even "simple" changes in Help Desk can create
undesired results. There is a lot of workflow that isn't necessarily
clear or well documented: my caution to Warren. He and I have a
particularly gruelly task; universities are strange beasts and can be
slow to respond to change, especially when budgets are tight. I would
have loved Help Desk in the corporate world, it was a much better fit.

Anyway, Warren, keep your eyes open when moving with Help Desk. It
sounds like your initial goal of creating structure where none exists
will be met, but the road from there could be difficult. My $0.02.

Dan

-----Original Message-----
From: Rick Cook [ mailto:rcook@DENALIAI.COM]
Sent: Friday, August 09, 2002 8:29 AM
To: ARSLIST@LISTSERV.QMXS.COM
Subject: Re: HelpDesk "Out of the Box"

As a consultant, I see this argument all the time. As a developer, my
bent is to agree with Neil, in that I would rather change software to
fit how the business runs than change the business to reflect the
limitations of the software. One of the things that first attracted me
to ARS (and still does) is the ability to do just that.

However, I have encountered several situations where there WAS no
business process in place, or the political cost to creating or agreeing
to one was much too protracted and nasty to consider. Companies in this
situation often will purchase Help Desk to impose A set of independently
and arbitrarily constructed rules (i.e. no political impact) where none
exist. Over the course of the first 6 months or so of using it, they
can get a feel for what they'd like to change, and then they call us in
to make those changes.

The other benefit to buying Help Desk is time. A good developer could
build something as good as, or better than, Help Desk in 3-12 months of
solid work, depending on the scope and scale of the build. However,
since there is a significant ROI to implementing or upgrading a call
tracking system, it may be that it will save the company money to get
something, even the imperfect thing, in place ASAP rather than waiting
for several months to implement the perfect thing.

So it's not as cut and dried as you might think. It is certainly not as
cut and dried as I once thought. Knowing this helps me help my clients
make better decisions for their businesses.

Rick Cook
Senior Remedy Consultant
Denali Advanced Integration

-----Original Message-----
From: Sullivan Neil G Contr AFRL/SNOO
[ mailto:Neil.Sullivan@WPAFB.AF.MIL]
Sent: Fri 8/9/2002 6:58 AM
To: ARSLIST@LISTSERV.QMXS.COM
Cc:
Subject: Re: HelpDesk "Out of the Box"



**

Dan,

I agree wholeheartly. I can't see why anyone would change the
way they do business to fit a software application. The software
application must fit my business and I don't think HPD: HelpDesk does
that without a lot of customization.

-----Original Message-----
From: Dan Clawson [ mailto:dan.clawson@UTAH.EDU]
Sent: Friday, August 09, 2002 9:48 AM
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




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

**

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



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