Why would you opt out of one-off emails and implement email summaries? Email notifications become counter productive when there is a flood of email notifications for just 1 incident, service request, or task.
Category: Best Practice System
How to show Customer History using Quick Action
One of the HEAT Classic Features that is frequently requested is to bring back the customer history. There are several implementations for this, yesterday covered how to implement Incident Customer History for Related Items, aka Object Matching, today we will cover how to show Customer History using a Quick Action. Create a UI Quick Action for IncidentScope: ObjectWorkspaceCommand ID: SearchConfirmation: … Continue reading How to show Customer History using Quick Action
How to show Customer History in Related Items (Object Matching)
One of the HEAT Classic Features that is frequently requested is to bring back the customer history. There are several implementations for this, today we will cover how to implement Incident Customer History for Related Items, aka Object Matching.
Former Kifinti Solutions Consultant releases a19 UAT Test Scripts Module
DISCLAIMER: Not endorsed by, affiliated with, or sponsored by Ivanti, ServiceNow, Remedy, Infor, or Sage. Any use of the software product names is descriptive of the fact that I have experience with the above-mentioned ITSM and CRM products
ITSM Best Practices
ITSM Best Practices developed by a veteran Consultant and Systems Developer, who has consulted/subcontracted for Frontrange Business Partners (Change Control, Avante Solutions) and Ivanti Business Partners (Kifinti Solutions, DDS IT) alike
UAT Test Script Case Example
One of the biggest issues with writing UAT test cases, is knowing where to start and insisting on using the software. The fact is, you do not need access to Ivanti Service Manager (ISM, powered by HEAT IT Service Management) and in fact it is encouraged not to use ISM at all when devising UAT Test Scripts.
IAM Bar Code Scanning – Best Practices
Disclaimer: Not endorsed by, affiliated with, or sponsored by Ivanti. This is a product review of the Ivanti Asset Manager product.
Roles and Permissions CRUD
Roles & Permissions have been become more complex with the Ivanti Asset Manager release. There are a few key roles like Asset Scanner, Storage Managers and Procurement Manager that need to be considered.
Best Practice – List Styles
A best practice that you can find throughout the a19 Consulting Best Practice system is to use color coding where possible, especially with lists, so it is visually easy and quick to identify important records or columns, such as the Status, Start Date, End Date, and Owner of Project Tasks by using style expressions. Why the owner? For a meaningful project overview of project tasks.
Scope of Work Priorities
When you are gathering Ivanti Service Manager (ISM) and Ivanti Asset Manager (IAM) requirements to build your Solution Design Documentation and Scope of Work (SOW) there is one very important best practice. Set Implementation Priorities!
ITSM/ITAM/ESM Blog 
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