Great answer Misi.. I have no idea why I didn't think of that.
On 11/30/06, Misi Mladoniczky <[EMAIL PROTECTED]> wrote:
Hi,
The "submitter" is not neccessarily the person submitting the ticket.
At submit-time you can specify any login name in the submitter-field.
So if you know the read-license-person who will want to update a ticket at
submit-time, you can enter his/hers login-name in the submitter-field.
I usually try to put the "customer-login" in the submitter-field
regardless if a person submits from the Web or if he calls the
Service-Desk by phone.
The limitations with submitter-mode-locked is just that you can not change
it after you have submitted the ticket.
Best Regards - Misi, RRR AB, http://www.rrr.se
> Yes that will work but some of the tickets are generated from the
helpdesk
> people. So the helpdesk person is the submitter and the logon* is just
a
> requestor with read only.
>
>
> John Atherly
> American Power Conversion
> [EMAIL PROTECTED]
> 401-789-5735 Ext. 2120
> 1-800-788-2208 Ext. 2120
>
>
>
> patrick zandi
> <[EMAIL PROTECTED]
> COM>
To
> Sent by: "Action arslist@ARSLIST.ORG
> Request System
cc
> discussion
> list(ARSList)" Subject
> <[EMAIL PROTECTED] Re: Question on license
> ORG>
>
>
> 11/30/2006 09:59
> AM
>
>
> Please respond to
> [EMAIL PROTECTED]
> RG
>
>
>
>
>
>
> ** Whoops.. did not even see michelle's answer.. Scarry..
>
> On 11/30/06, patrick zandi <[EMAIL PROTECTED]> wrote:
> Just looking this over.. Submitter locked mode allows the submitter to
> update his ticket in Read license mode.
> The approver already has a Fixed or Floating license.
> So you could use a Diary field to log the conversation by inputs via
> Email submission or API or Mid-tier.
> Create a Question 400 character field, or 2000 for that matter. and
> Create an Answer Field.
> If the Question is placed in the field - push to diary, and send email
> to
> customer with a URL or Email form.
> Answer comes into the Answer field and gets pushed to the Diary.
>
> Does this fit the License scenario ?
> They both have access to the Diary and Question and Answer field.
> The submitter is able to update his information.
> The approver is able to update the ticket.
>
> Just a thought.
>
>
> On 11/30/06, John Atherly <[EMAIL PROTECTED] > wrote:
> Yes we want to remain legal on this. What I have been task to
create
> is
> away for an approver to ask a question to the requestor.
>
> What is happening a change request will come in for access to one of
> the
> network drives. In the justification field the end uses will type in
> answer such as "New Job" These answer do not help the approves in
> deciding on granting access or denying access. Currently the
approves
> either deny the request or has to create an email to ask for more
> reason
> why they need access. Then a couple days later when they get a
> response
>
> they have to find the request to either approve or deny. I was
> looking
> for a way to be able to start a two way communication between the
> approver
> and the requestor. So I would need a field that approvers can ask a
> question in and a field were the requestor can answer too and keep a
> record
> of the transactions (worklog)
>
>
>
>
> John Atherly
> American Power Conversion
> [EMAIL PROTECTED]
> 401-789-5735 Ext. 2120
> 1-800-788-2208 Ext. 2120
>
>
>
> "Lucero, Michelle
> - IST contractor"
> <Michelle.Lucero@
> To
> MKCORP.COM> arslist@ARSLIST.ORG
> Sent by: "Action
> cc
> Request System
> discussion
> Subject
> list(ARSList)" Re: Question on license
> <[EMAIL PROTECTED]
> ORG>
>
>
> 11/29/2006 03:07
> PM
>
>
> Please respond to
> [EMAIL PROTECTED]
> RG
>
>
>
>
>
>
> Hi, John:
>
> To modify an entry, one does need the ability to WRITE. If the
system
> is placed in Submitter Mode Locked, individuals assigned Read
Licenses
> can Search, Submit, Display and Modify entries that they have
> submitted;
>
> as long as their login id is placed in field ID 2. And, Submitter
has
> WRITE access to each of the fields that needs to be updated.
>
> There are multiple ways to address. One can save thousands in
> maintenance costs, while remaining legal. It all depends on your
> company or client's needs. Obviously there may be some individuals
> that
> will still require a WRITE license.
> =================================
> From Remedy Admin 6.3 Help - License Types
> Read
> Enables users to search and display existing requests. Administrators
> can configure the AR System server to enable users to submit new
> requests and modify or save data in existing requests. (See "Special
> submitter mode".)
>
> Restricted Read
> Allows users to search the AR System forms and submit new requests
but
> does not allow users to modify existing requests under any
conditions.
> It does, however, allow the same login account to access the AR
System
> from multiple IP addresses simultaneously, such as when browsing a
> knowledge base or completing on-line surveys.
>
> Fixed Write
> Includes all the capabilities of a Read license, and also enables
users
> to modify and save data for existing requests based on the groups to
> which the user belongs. AR System administrators and
subadministrators
> must have a Fixed Write license. Other AR System users who
consistently
> need to modify requests must also have Fixed Write licenses.
> A user cannot be assigned the same Fixed Write license more than
three
> times in one week. If this limitation is exceeded, the user must wait
> one week from the first assignment of the Fixed Write license before
it
> can be assigned again.
>
> Floating Write
> Includes all the capabilities of a Read license, and also enables
users
> to modify and save data for existing requests based on the groups to
> which the user belongs. Floating Write licenses can be used by
multiple
> users, one user at a time. This type of license is designed for users
> who occasionally need to modify and save data for existing requests.
>
> -----Original Message-----
> From: Action Request System discussion list(ARSList)
> [mailto:[EMAIL PROTECTED] On Behalf Of John Atherly
> Sent: Wednesday, November 29, 2006 1:47 PM
> To: arslist@ARSLIST.ORG
> Subject: Question on license
>
> If I create a total new application from scratch then the public will
> not
> need a write license to modify a record! What I'm looking at doing
is
> a
>
>
> record will be created by support and then will be updated by the
> enduser. I thought that this was true but my partners in crime
> different from me.
>
> Thanks
> (No it's not a bet so I will not win or lose a beer)
>
> ________________________________________________________________________
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>
> --
> Patrick Zandi
>
>
>
> --
> Patrick Zandi __20060125_______________________This posting was
submitted
> with HTML in it___
>
>
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