October 2007 MAR
1. Completed Magic to BMC Service Desk Upgrade Project. I also installed Work Orders and Surveys. Below is the detail for Surveys. Work Orders followed a similar type of set up process.
I moved people from Taj's list to ITS-PARTNER group.
The incident number variable did not exist on any survey form. This is a bug caused by the upgrade. The incident number was recreated on each Work Order and Survey Form with the working variable.
I added the following Fields and Tabs to the Production BMC Service Desk.
ITS Client Form:
Field:Survey Name [Must be filled in to be sent a survey]
Field: Do Not Survey
Field:Survey Counter
Field:Last Surveyed
Fields:No of Surveys
Tab: Activated Survey
ITS Incident Form:
TAB: Activated Survey
TAB: Answered Survey
Created Forms:
ITS Activated Survey
ITS Answered Survey
Modified Navigation Bar
ITS ADMIN Select accessed by ITS Parter and NOC
Add Business Rules:
ITS Notify Client When Activated Survey Created on Demand
ITS Notify Client When Activated Survey Created for Incident
ITS Notify Staff On Low Survey Score For Incident
ITS Notify Staff On Low Survey Score for On Demand Survey
Permissions:
I gave ITS-Partner permissions to access Surveys and create them. Deletion is selective.
Need to add as requested:
Survey Settings that must be done by Julie as Admin: vunetid that can access surveys, ENABLE surveys, survey hierarchy
Surveys may be added by groups, staff, and category also.
Surveys are sent upon closing the incident the first time.
Please test the https://magictest/magic survey example and test before designing a survey on the production. I would be happy to go over how to design and set up a survey.
The vunetid that has access to the Surveys has limitations.
2. Attended IP Diamond DNS training. I learned about the database setup and tables and created a MYSQL and ORACLE comparison matrix for the IP Diamond Application. Oracle was clearly the best choice for data protection and Application up time.
3. I updated the Application Hosting internal web site with:
a. NEED TO KNOW additions
b. System Provision document changes
c. NAS, Storage and VM Requests Links. Also added business rules to Service Desk to receive these requests and create incidents.
d. Changes to On-Call tables
4. Updated some auto-maintain-list oracle pl/sql queries.
5. Gathered database stats for count and storage of all of our databases to include Oracle, MSSQL, MYSQL.