Chris_Hackett

Miss the Office Hours for Service Management on 5-14?

Discussion created by Chris_Hackett Employee on May 20, 2015

Check out the conversation below and be sure to join us for the next one in June!

 

 

from Chris Hackett (CA) to Everyone: Welcome everyone If anyone has a question please ask it now!

from Roger Morse (CA) to Everyone: CA World 2015 has been announced!  November 16 - 20 @ Mandalay Bay Resort in Las Vegas!

from Lorraine to Everyone: Hello All,  Is it possible to take a share point form and open a ticket within SDM using Open Space and WebServices?

from Alexander Perretti to Everyone: @Lorraine - It should be possible to generate a Service Desk ticket from a Share Point form using WebServices. Open Space (USS) would not be required for such an integration.

from Dale Clark to Everyone: @Lorraine - if you have Catalog in the mix, you could also simply drop a Catalog service for Create Ticket onto the SharePoint page.

from Mohamed Al Kenani to Everyone: Is it possible to add additional roles in the CA Service Catalog? How we can customize the tabs & pages in the SC & how to be assigned to a specific role

from Rajeev Kumar (CA) to Everyone: @Mohamed additional roles can't be created in Service Catalog.

from Allen Jacobs to Everyone: We are on 12.9.  Just wanted to know the adoption rate for 14.1; any tip\tricks, pros\cons.

from Dale Clark to Everyone: @Allen Jacobs - We have had about 25% of our customer base download the 14.1 media so far. We do not have any firm numbers on how many have put it into production, though. It seems like a pretty large number that are in progress.

from Anthony Drury to Everyone: Is it possible to calculate the business hours a ticket took to completed taking into account time zones?

from Raghu Rudraraju (CA) to Everyone: @Anthony,  normally work shifts are the place to start for such calculations.  However, would you be able to provide some additional details around the time zones aspect

from Anthony Drury to Everyone: @Raghu, currently we have employees location across the world, i am looking to be able to determine the time zone the user is in to determine the work hours that should be used. Currently all the CA times are in EST

from Raghu Rudraraju (CA) to Everyone: @Anthony,  the question you raised could be a good item for our Community members to look into. I'm presuming some of them have already run into this and tackled it with a mixture of things.   Would you be able to raise this on the CA Service Management Community?

from Anthony Drury to Everyone: @Raghu, i could do that what is the link?

from Raghu Rudraraju (CA) to Everyone: @Anthony - https://communities.ca.com/community/ca-service-management

from Pedro Ramalho to Everyone: Hi all. In Service Catalog r12.8 is it possible to hide button "Add Note" for One-Click Submit requests? How?

from Jason Wolfe (CA) to Everyone: @Pedro - Unfortunately there is no configuration item exposed to hide the 'Add Note' button, however you might be able to customize the .xsl to hide the same

from Pedro Ramalho to Everyone: @Jason - .xsl? Do you meant .xml?

from Mohamed Al Kenani to Everyone: does the USS is intended to conslidate the access to the services provided by SC, SDM, ITAM for End User, or they will still need separate access to SDM/SC/ITAM

from Rajeev Kumar (CA) to Everyone: @Mohamed - Yes. USS is meant to be one-stop-shop for business consumers (end users).

from Roger Morse (CA) to Everyone:

CA is sponsoring a number of BrightTalk events.  Be sure to look for them in the Service Management Community under Upcoming Events, and add them to your calendar.  Of course, they will be recorded so you can listen to them later.  Lots of great topics!  Today's topic is "Have Your Customers Lost that Loving ITSM Feeling?"  Check it out! :-D

from Mohamed Al Kenani to Everyone: is there any training that will covered the shared administrative features between SDM/SC/ITAM

from Jason Wolfe (CA) to Everyone: @Mohamed - I would recommend reviewing the 'Customizing' chapter of the Implementation Guide however these customization cannot be tied to specific roles, they are global

from Rajeev Kumar (CA) to Everyone: @Mohamed - You can start with CA Service Management wiki (https://wiki.ca.com/display/CASM1401/) to start with Common Administration features in Service Management.

from Mohamed Al Kenani to Everyone: is there a pre-built content that shows a 2 way integration between SDM & SC, in which SC request will open a ticket in SDM, & the updates of such ticket will show up in the body of the SC request

from Rajeev Kumar (CA) to Everyone: @Mohamed - SDM and Service Catalog are well integrated (bi-directionally) 12.9 release onwards. Notes, Attachments, Statuses sync bi-directionally.

from Mohamed Al Kenani to Everyone: is there a way to change the default (System) Request Information form that get attached  to SC requests? In SDM is there a way for the analyst to view the tickets that was partially assigned to him during its life cycle, and how long was his participation to it...

from Jason Wolfe (CA) to Everyone: @Mohamed - You can modify the 'Request Information' form which is exposed under Catalog > Forms > System

from Mohamed Al Kenani to Everyone: @Jason, the system form is not editable, only we can copy it to a new one, so how to use the new one as a replacement for the system form...

from Paul (CA) to Everyone: @Mohamed - sounds like what you are looking for would be best suited in a report.  You would need to search a ticket's activity log for the analyst in question.  Unfortunately, there is no OOTB report that will give you this information.  A custom report will need to be written

from Jason Wolfe (CA) to Everyone: @Mohamed - The 'Request Information' form is indeed modifiable, you need to select the form and select 'Customize'

from Mohamed Al Kenani to Everyone:  @Jason, can i use a totally different form, or only the Request Information

from Jason Wolfe (CA) to Everyone: @Mohamed - Only 'Request Information'

from Mohamed Al Kenani to Everyone: @Jason, & same with General Information form

from Jason Wolfe (CA) to Everyone: @Mohamed - 'General Information' is not modifiable

from Mohamed Al Kenani to Everyone: When the latest SM is expected to be released

from Roger Morse (CA) to Everyone: @Mohamed, CA Service Management "TUCSON" is currently a work-in-progress.  We are not able to share a release date at this time.

from Allen Jacobs to Everyone: Will CABI be available for Linux at any time?      

from Roger Morse (CA) to Everyone: @Allen, CA Service Management will not be supporting CA Business Intelligence on Linux.  

from Roger Morse (CA) to Everyone: If you are interested in participating in future end-of-sprint reviews for CA Service Management "TUCSON", please see the associated Announcement in the Service Management Community, and sign-up using the registration link.     https://communities.ca.com/message/241791526#241791526

from Chris Hackett (CA) to Everyone: Thanks for joining everyone! Have a great day!

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