Typically, BMC restricts its manuals and related documentation to the tool interaction and rarely enters into the organizations procedures. This can sometimes lead to confusion where some aspects of the applications are bad documented, or it’s difficult to determine which kind of information must be placed in some particular fields. Categorizations is a very good example of this lack of documentation.
If asked, BMC answer is that the product is open to any interpretation the organization want to make. That is, these fields are placed for any use you want to give. I can understand this point of view, but I also think that providing a few examples or even recommendations will clarify the read of those documents.
In this post I will review the use of one of these underdocumented fields, the incident status. You think that this field is well documented?, well take a look at the post and think again later. … Read the complete post