On Tue, Apr 24, 2012 at 12:45:30PM +1000, Trent W. Buck wrote:
reproduce the issue, and ICBF pulling any notes that were made at the time out of our stinky in-house ticket system.
whatever your stinky in-house ticket system is, be glad it's not BMC Remedy. and be afraid, very afraid, that someone in management will get glossy-brochured into buying it. where i work we got forced by management decisions from far above to stop using our in-house ticketing system which was perfectly functional, written in php & mysql to ITIL principles and methodology, and was also our configuration management and authoritative machine database (incl. ip-address/mac-address/dns/etc - dhcpd.conf and zone files are built from this) and forced to use Remedy instead. we still use the original system for dhcp/dns etc but have to use Remedy for tickets. so now our tickets are not associated with specific machines. or specific users, either. unfortunately, Remedy is essentially unusable garbage. and i'm referring to the latest release, which was a vast improvement over the previous version. the big problem with remedy from my pov is that its focus is *entirely* wrong. ridiculously huge amounts of screen space is devoted to micro-recording of time spent on a job. almost no screen space is available for problem description or working notes...about half an inch square on a 24" monitor(*). it is a tool designed to micromanage call-center serfs, not a tool to support techs doing their work. in fact, it gets in the way of them doing their work by adding about 15-20 minutes of pointless bureacratic procedure that achieves nothing but some pretty time-and-motion graphs for mgmt. also, they've gone to a huge effort to replicate all of the ugly unusability of a Visual Basic app in the web interface....which is the only part of it that almost works on linux. one must almost admire their perverse dedication to a brain-damaged design and UI model. another big problem is the way it has been configured - the queues set up by $WORK_CENTRAL_IT are too broad, so i end up being spammed by dozens to hundreds of irrelevant (to me) end-user desktop support tickets for every 1 sysadmin-relevant ticket (so i don't see them because they're lost in all the noise) (*) oh yeah, the font sizes and window sizes and everything are hard-coded and fixed. unreadably tiny on a modern monitor. so even if you maximise the window, you just get the same unusable crap iface centered in white, with lots of little fields and several horiz and vert scroll bars for particular table views. also the Remedy devs seem to be unfamiliar with highly advanced topics like multiple browser windows or tabbed browsers. craig -- craig sanders <cas@taz.net.au>