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WELL DONE HP

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  • Service manager 9.20 - well done hp

    Well done HP.

    In your effort to improve the webclient look and feel you managed to SCREW UP the standard client OOB forms to a point where they are useless. No customer that create more than a handfull of tickets a day will be happy to use the client because the webclient is still slow so they want to use the windows client.

    But the webclient does look better than the earlier versions.

    But the big problem is that notetabs on the OOB forms are GONE. Instead they are replaced with groups placed one after the other so the form gets really long. Fortunately the developers thought about that and made the groups collapseable.

    But OOOOOPS did they forget something ????? Yep you guessed it. Not only can the groups NOT be collapsed when using the client so the form can get REALLY long because all are expanded. Take a look at the change format. AND add to that in the client the mouse wheel do NOT work properly to scroll the form. It does not work always, it higly depends on where the cursor is.

    Here is a powerpoint document about the new stuff in 9.20.
    Click. 5 mb so please have patience in case many download at the same time.

    HP when I think you cannot surprise any more you actually do. SM 9.20 is absolutely CRAP OOB.

    Webtier
    webtier1.jpg
    webtier2.jpg

    Windows client (oh and take a look at the text on some of the groups.....)
    client1.jpg
    client2.jpg

    • jstagaman
      #37
      jstagaman commented
      Editing a comment
      Another significant issue/problem:

      In IIA/7.1x, HP updated change management to use assignment groups as the workgroups for changes and tasks in instead of cm3groups.
      However, in 9.20, they appear to have reverted to using cm3groups.
      This causes a large number of problems:
      --Service Catalog, when defining a catalog item fulfilled in Change, still prompts the user to select the Assignment Group to which the change should be assigned.
      --The Escalation wizard from Interaction prompts the user to select a change assignment based on the Assignment groups in the related Service and CI. If you select an assignment group that is not ALSO defined as a cm3group, the change will not be created as a fc query validation will fail (the interaction will save, but the wizard exits without creating the change)
      --There are other problems as some other areas still point to assignment and others to cm3groups.
      --This is masked in the OOB data because HP created change groups corresponding to all of the OOB assignment groups. We found it when we added new assignment groups to the system.

      At this point, I've opened a ticket with HP. I've specifically asked for clarification about how is it SUPPOSED to work:
      --have they changed their mind about using assignment groups for change?
      --if so, wouldn't it have been a good idea to mention it?

    • tommy
      #38
      tommy commented
      Editing a comment
      Oh that is just marvelous.... The quick start package my company offers have always replicated assignment groups to cm3group because it is much easier to administer approvals thay way.

      Today, not related to 9.20, I learned that a customer who is on 7.0.2 and need a patch to solve an issue with locking was told by HP that HP do not recommend 7.0.3 and that no patches will be made for 7.0.3. The customer should instead get 7.0.2 patch 15 (which is planned for mid august). HP will until end of support make pacthes for 7.0.2 but not for 7.0.3. Really weird.

    • jstagaman
      #39
      jstagaman commented
      Editing a comment
      Originally posted by tommy
      Oh that is just marvelous.... The quick start package my company offers have always replicated assignment groups to cm3group because it is much easier to administer approvals thay way.
      .
      Whereas I've never had a customer replicate their assignment groups to cm3groups. Every customer I've worked with has used assignment groups for change (even back with SC) and only used cm3groups to define approval groups.
      With these customers, approval groups were significantly different than the assignment groups, so that worked well. I was actually really happy with the IIA/7.1x configuration because it matched what my customers had asked us to tailor.

      Whereas your experience is the opposite, so it might be better if they revert to cm3groups.
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